Arthur Lewis Email & Phone Number

United States

Auburn, Washington, United States

Provide coaching and consulting on retail sales strategies, training, organizational structure, logistics best practices and process improvement, labor modeling, inventory analysis, talent assessment, RFP creation, site selection, merchandise planning, customer service and management training, effective marketing strategies and technical tool selection and implementation. Key Achievements:➢ Provided direction for rapid retail expansion for multiple international and US Markets.➢ Warehousing and production process improvement and streamlining.➢ CRM strategic assessment, selection and implementation.➢ POS strategy, selection and needs assessment.➢ Determined optimum site selection in emerging markets to drive revenue and optimize supply chain efficiencies. ➢ Development of store labor models with supporting job descriptions and staffing and labor analysis.➢ Provided detailed market research and strategic location selection the maximized synergies and profitability.

Denver, Colorado, United States

Managed a team of 50+ internal agents, while also overseeing up to 210+ BPO agents in the Philippines and Spain. Successfully led contract negotiations for BPO vendors. Accountable for leadership development, process improvements, team engagement, customer experience, and delivering KPIs. Took ownership of fraud and risk development. Key Achievements:➢ Developed a global strategy for scalability during peak volume periods, leading to record-breaking performance from the Global Customer Service team and achieving the highest levels of performance for all KPIs during Gymshark's critical revenue periods. Achievements:➢ Spearheaded the creation of a comprehensive first-time leader's program, focusing on essential soft skills and technical skills necessary for the successful transition from individual contributor to people manager.➢ Successfully negotiated contracts and maintained BPO relationships, holding vendors accountable for timelines and KPIs. This resulted in significant improvements in the Customer Experience and cost savings of over $1.5 million in the first year.➢ Implemented strategies to drive efficiencies and enhance the customer experience, resulting in a reduction of chargeback losses by over $900,000.➢ Identified and addressed significant risks and vulnerabilities posed by fraudsters and policy abusers, driving the implementation of new policies and procedures. This led to a $5+ million opportunity for Gymshark.➢ Achieved a 10+% improvement in key performance indicators, including Customer Satisfaction, First Response, Response Time, Quality Assurance, and Time to Solve, during both peak and resting heart rate periods.➢ Successfully executed improvements and negotiated contracts for Foreign Language Support, ensuring parity and continuity in customer support for the first time in Gymshark's history.➢ Managed financial and payroll budgets, implementing effective workforce management and forecasting tools to optimize resource allocation.

Greater Seattle Area

I have had the privilege of overseeing two call centers that dealt with intricate and sensitive matters such as Trust & Safety, Claims, Social Media, Executive Escalations, Fraud & Booking Assurance, and Sitter Owner Success. These centers catered to customers in both the United States and Canada, offering support through phone, chat, and email channels. In this role, I managed a team of 260 agents and leaders, ensuring round-the-clock customer service. Key Achievements:➢ Successfully enhanced Customer Satisfaction scores by 7 percentage points by implementing measures to reduce repeat contacts and eliminate internal agent obstacles.➢ Significantly boosted Employee Satisfaction scores by 24 percentage points through conducting focus groups and effectively addressing issues that were negatively affecting company culture and employee loyalty.➢ Developed a scalable and accountable organizational structure that fosters business continuity and enables career advancement opportunities within the operations department.➢ Spearheaded the establishment of a comprehensive Leadership Development program, streamlining processes and enhancing accountability throughout the organization.➢ Ensured BPO partners maintained high levels of metric performance by implementing robust accountability measures. This resulted in improved attrition rates, communication, service levels, and ultimately, Customer Satisfaction.➢ Led the implementation of key metrics and dashboard reporting across all teams, promoting a culture of accountability, and enabling leaders to focus on essential behaviors among agents to ensure a positive customer experience.➢ Successfully facilitated the migration to Confluence as the centralized source for all policies, procedures, and internal communications, providing clarity and efficiency to the agent population. Improved Customer Satisfaction scores by 7 percentage points by reducing repeat contacts and removing internal agent roadblocks.

Orem, Utah

Led and managed multiple teams across various locations, overseeing Wayfair's Specialized Services which included Case Management, B2B, and Customer Advocacy Teams. These teams consisted of over 180 associates and leaders. Spearheaded leadership development initiatives and monitored KPI's for 8 distinct business areas within Wayfair, such as Executive Escalations, Partner/Supplier, Social Media, and Large Parcel customer service. Additionally, held responsibility for the oversight of Specialized Data Analytics and Monitoring teams, ensuring the successful launch and measurement of process improvement initiatives and pilots. Developed training programs, conducted interview certifications, and implemented leadership programs and career pathing opportunities. Key Achievements:➢ Achieved a 120% increase in recruiting efforts, surpassing headcount goals for the quarter and challenging conventional methods, while ensuring the quality of candidates remained high.➢ Designed and implemented a Leadership Development program tailored for first-time leaders, equipping them with essential soft skills necessary for transitioning from individual contributors to effective people managers.➢ Spearheaded process improvement initiatives by creating specialized teams for high-cost businesses requiring advanced technical expertise, resulting in an estimated annual cost savings of $1.25 million.➢ Led the implementation of key metrics and reporting systems that enabled managers to identify consultant performance gaps, freeing up time for effective coaching and development.➢ Successfully migrated the Knowledge Base used by agents to Confluence, improving file organization and implementing a hierarchical structure, resulting in faster and easier access to information for both agents and customers.➢ Streamlined credit card fraud re-claims by $800k through strategic prioritization of the team's workload, focusing on high-value opportunities and delegating non-value work elsewhere.

Seattle, Washington

As the leader of Learning and Development, Process and Procedures, and Change Management/Continuous Improvement teams, I played a crucial role in supporting a diverse portfolio of companies. My responsibilities included strategically scoping and implementing major technology tools, as well as overseeing technical training and deployment initiatives. Additionally, I actively drove process improvement and implemented best practices for distribution, logistics, and production operations across the United States and Canada.. Key Achievements:➢ Developed a set of Leadership Principles and Core Competencies that served as the foundation for effective hiring and leadership development practices.➢ Designed and implemented a comprehensive leadership development program specifically tailored for first-time leaders, enabling team development, and supporting the rapid expansion of the organization.➢ Successfully integrated and streamlined various business functions such as production, sales, vendor management, inventory management, and financial accounting through the implementation of an ERP system.➢ Led multiple software rollouts, including configuration, testing, and user interface development for platforms such as Confluence, Acumatica (ERP), mobile sales ordering tools, Salesforce (CRM), and digital form creation and administration.➢ Identified and implemented an eLearning platform that provided interactive and scalable training programs for teams across the globe, covering areas such as Logistics, Production, Sales, Marketing, Operations, and corporate functions.➢ Developed detailed technical training materials and documentation, delivering hands-on training and ongoing support to ensure effective knowledge transfer and skill development.➢ Implemented change management strategies in collaboration with key leaders within the organization, enabling teams to quickly adapt and respond to emerging needs and challenges.

Greater Seattle Area

I spearheaded the operational management of Amazon's innovative brick and mortar locations, with the goal of revolutionizing textbook purchasing and package delivery on college campuses nationwide. I built a comprehensive standard of operating procedures, training programs, security measures, scheduling and labor models, safety protocols, and employee recognition initiatives. My role also involved overseeing the operations, talent selection, and talent development of all store leadership and hourly teams across the entire United States. Key Achievements:➢ Orchestrated the successful launch of locations in 10 key markets across the United States by fostering collaboration among cross-functional teams and ensuring effective communication and implementation.➢ Led the strategic planning and execution of distribution, logistics, and delivery processes for all packages shipped to Campus Pickup Points.➢ Collaborated with subject matter experts within the Amazon network to develop comprehensive policies and procedures.➢ Designed a detailed training program covering various areas such as face-to-face customer service, information security, store operations, emergency procedures, and safety education.➢ Established and maintained a SharePoint site to facilitate communication, education, recognition, and feedback at the store level.➢ Implemented measurable goals and metrics to track payroll, customer service, shipping costs, and productivity, ensuring accountability.➢ Achieved an exceptional customer service satisfaction rate of 99.6%, surpassing the target of 85%.➢ Pioneered Amazon's strategic "college recruiting program," forging partnerships with universities to tap into leadership talent and successfully onboarded over 50 leaders and 100+ hourly associates.➢ Mentored store leadership and facilitated career pathing, resulting in a 90% promotion and conversion rate upon graduation, reducing recruiting, hiring, and training expenses.

Grand Forks, North Dakota Area

I served as the leader of a Customer Service call center, overseeing a team of over 800 employees at its peak. I supervised 32 CS managers and 85 leads. My responsibilities included driving Leadership Development and Performance Metrics for 36 different Amazon businesses. Additionally, I provided valuable analysis of the "voice of the customer" to key business partners and acted as a CS consultant for multiple Amazon businesses. Key Achievements:➢ Within my first year at Amazon, I successfully assessed, developed, and promoted 14 leaders to Operations Managers and Customer Service Managers.➢ Collaborating with network partners, I established necessary redundancy measures to ensure uninterrupted customer service during site downtime and handle call volume spikes.➢ I initiated Customer Service/Seller Support focus groups, bringing together two branches of the company to address customer and seller issues.➢ To promote a cohesive experience for International Associates and encourage the exchange of ideas and best practices, I created the Global Associates Team Engagement program.➢ I led the launch of the "Chat" feature for Payments and Associates, providing domestic and international customers with real-time support through a live channel.➢ As the Customer Service leader for Amazon's Heavy Bulky Joint Task Force, I was elected to focus on necessary improvements in transportation, fulfillment, checkout, detail pages, and customer service to address customer pain points.➢ Utilizing my strong leadership skills, I mentored leaders across the network, providing guidance and support to help them excel in their roles.➢ By conducting associate engagement focus groups, I successfully improved overall morale and drove positive behavioral changes among leadership, resulting in an impressive 18% improvement in team engagement.

Riverside, Ca

I oversaw the operations of two Southern California locations, generating an impressive $110 million in annual sales. My responsibilities included managing a diverse team consisting of 19 Executives, 54 Team Leaders, and over 520 staff members, as well as coordinating with various third-party, in-store vendors. I prioritized maintaining the corporate and brand culture, ensuring exceptional guest service, and fostering strong customer loyalty. Additionally, I held accountability for cost control, sales growth, and coordinating payroll, inventory, and distribution across multiple locations. Regularly interfacing with staff members and leaders, I assessed their needs, maintained open communication, gathered feedback, and evaluated performance to drive continuous improvement. Key Achievements:➢ Utilized exceptional leadership skills to develop and promote 9 Executives to the position of Store Team Leader, as well as 17 Team Leaders to the role of Executives.➢ Consistently drove impressive top line sales growth, achieving year-over-year increases of up to 18% and averaging a 6% improvement annually. Additionally, consistently met or exceeded profit goals for 30 consecutive quarters.➢ Excelled in managing operations at the high-risk Moreno Valley store location, contributing significantly to the year-over-year improvement in inventory shrinkage. This resulted in the store consistently earning top-notch scores and receiving the regional excellence award for 8 out of the 9 years.➢ Consistently earned recognition in the Targets Achieving Excellence program, exceeding corporate objectives and expectations across a wide range of operational and revenue-based metrics.➢ Assumed various leadership roles within the district, including District Assessment Captain, District Recruiting Captain, District Team Lead Development Captain, and Business College Mentor, demonstrating a commitment to supporting the growth and development of individuals within the organization.

San Diego, Ca

Managed multiple regions consisting of 560 stores across 43 states, generating annual revenues exceeding $1 billion. Collaborated closely with Human Resource, Finance, Information Systems, and Distribution/Inventory Control Departments to streamline operations. Implemented successful fundraisers, promotions, and special events in partnership with various non-profit animal rescue organizations throughout the United States. Fostered strong relationships with key vendors to enhance animal habitats and drive improvements in the care and well-being of the animals offered by the company. Key Achievements:➢ Successfully expanded into 6 new markets in the Mid-Atlantic Region and acquired 8 competitors, resulting in a total of 56 stores, including two flagship locations in Manhattan. Additionally, opened 8 Superstores and completed renovations for 10 sites in California, Nevada, and Utah markets.➢ Played a key role in determining product assortments, inventory levels, and product mix for both live animal departments and related hard good departments.➢ Significantly increased return on investment (ROI) for capital expenditures by an impressive 35%.➢ Achieved a remarkable 63% reduction in expenses associated with animal care and husbandry, positively impacting the company's bottom line.➢ Developed and implemented an award-winning training program, resulting in enhanced employee performance and customer satisfaction.➢ Created comprehensive policies and procedures to ensure optimal animal care and husbandry practices were followed.➢ Successfully managed the largest volume region in the United States, generating annual revenues exceeding $250 million.➢ Established and implemented cash protection procedures across the United States, safeguarding the company's financial assets.➢ Built and nurtured strong leadership teams and implemented a mentoring program to foster professional growth and development among employees.

Park City, Ut

As the head of operations, I oversaw a total of 97 company-owned stores and 55 franchise locations, managing a team of 8 district managers. Together, we achieved an impressive sales figure exceeding 100 million. My responsibilities included leading the district managers, conducting thorough reviews of profit and loss statements, sales performance, payroll management, inventory shrinkage, and overall expenses at the district level. I collaborated closely with managers to organize meetings, training sessions, and coordinated various events. Additionally, I worked in consultation with vendors to successfully execute sales events and promotions. It was also my duty to ensure the maintenance of facilities and equipment for optimal operational efficiency. Key Achievements:➢ Successfully achieved a remarkable 36% increase in top line sales within the Region over a span of 2 years.➢ Demonstrated exceptional business acumen by enhancing the total profit by an impressive 44%.➢ Implemented strategies that resulted in a significant 40% improvement in average transaction value and a commendable 22% increase in customer count.➢ Played an integral role in training and developing franchise owners, equipping them with essential business skills and ensuring their satisfaction with the company.➢ Provided valuable guidance and expertise in sales enhancement techniques, effectively establishing, and nurturing corporate client relationships.

Chicago, Illinois, United States

Thoroughly conducted comprehensive audits of assets and paperwork for a market of 1,500 locations. Took charge of leading the team responsible for opening new stores throughout the Houston market. Key Achievements:➢ Successfully trained teams resulting in a 1.2% shrink reduction and the detection of over 57 cases of theft and fraud.➢ Orchestrated the successful opening of 8 new stores within a span of two years.➢ Demonstrated exceptional leadership by leading the district in sales improvement and establishing high operational standards.