• Consulting with senior executives and specialized technicians at Chanel Retail IT Headquarters to guarantee the seamless transition of IT Support from Chanel to Reliant; requiring on-call presence 24/7/365. • Execution of existing IT support procedures in Microsoft Teams and creation of extensive new technical procedures for known incidents as they occurred. Create technical documentation procedures in Confluence as scope of service evolves to include marketing, vendor relations… Show more • Consulting with senior executives and specialized technicians at Chanel Retail IT Headquarters to guarantee the seamless transition of IT Support from Chanel to Reliant; requiring on-call presence 24/7/365. • Execution of existing IT support procedures in Microsoft Teams and creation of extensive new technical procedures for known incidents as they occurred. Create technical documentation procedures in Confluence as scope of service evolves to include marketing, vendor relations, interdepartmental communication, etc. on an international level.• Facilitate an interactive on-boarding experience for future support technicians to deliver exceptional customer service and further support other clients. • Development and deployment of the IT infrastructure used to provide IT Support • Consistently deliver data-centric, measurable improvements to the overall quality of IT support to Chanel Retail Boutiques, Chanel.com, and Chanel Corporate Headquarters. • Collaborate with Reliant’s engineering team and Chanel’s internal IT resources to maintain successful deployment of a secure AWS connection service with built-in vLan schema/RDP file used to connect instantly to all registers, phones, back office PCs, servers, and pin-pad, enabling immediate assistance to Chanel Retail employees in real time via RDP.• Maintenance of on-site lab equipment to facilitate all-encompassing on-boarding experience to train staff from the perspective of the incident reporter.• Maintaining a seamless transition of responsibility and knowledge from Chanel to Reliant using AWS RDP server. Collaboration with engineering to allow Reliant staff to work from anywhere while improving quality of support and response time in every category of IT support for Chanel, Chanel.com, and Chanel Corporate callers. • Lead existing team members by example in every incident--proactively provide insight into new problems before they occur through authoring and updating technical procedures on Confluence. Show less

• Receive, triage and respond to first call incidents via email, phone and other communication channels and deliver exceptional customer service leveraging Reliant’s internal helpdesk knowledge base for known issue resolution • Proactively perform outreach to Client facing locations following Client procedures for appropriate follow up and resolution on issues across various client facing systems, applications, 3rd party vendors and infrastructure • Adhere to and follow helpdesk runbook… Show more • Receive, triage and respond to first call incidents via email, phone and other communication channels and deliver exceptional customer service leveraging Reliant’s internal helpdesk knowledge base for known issue resolution • Proactively perform outreach to Client facing locations following Client procedures for appropriate follow up and resolution on issues across various client facing systems, applications, 3rd party vendors and infrastructure • Adhere to and follow helpdesk runbook templates to continuously document and update level 1 support processes to be submitted to Reliant’s internal helpdesk knowledgebase group• Capture customer incidents with appropriate detail through Reliant’s internal ticket management system, handling appropriate escalations through defined workflows and communication channels • Assist Reliant management with accurate capture of all incidents with appropriate and necessary detail to assist in Client reporting and Key Performance Indicator (KPI) generation• Work with Reliant’s management team to support cross training additional internal resources as updates to runbooks and process documentation necessitates • Communicate timely and appropriate client escalations and status updates to all stakeholders following communication plan• Participate in internal customer service retrospectives • Assist in maintaining multiple customer lab hardware and environment ensuring both high degree of system integrity and availability for ongoing resource and quality assurance training• Assist management to identify opportunities for overall quality improvement, customer service delivery and overall call quality standards Show less

• Manage total day to day operations of a high volume, fast-paced, multifaceted business generating $17 Million in annual revenue (Fiscal Year 2017)• Ensure excellence in execution of daily operations to exceed sales goals. Increased gross profit 12% YTD • Increase overall financial performance of the store by preparing and reconciling financial reports to recognize sales and expense trends metrics• Foster ideas for store development; Create quarterly expense budgets using analysis… Show more • Manage total day to day operations of a high volume, fast-paced, multifaceted business generating $17 Million in annual revenue (Fiscal Year 2017)• Ensure excellence in execution of daily operations to exceed sales goals. Increased gross profit 12% YTD • Increase overall financial performance of the store by preparing and reconciling financial reports to recognize sales and expense trends metrics• Foster ideas for store development; Create quarterly expense budgets using analysis of prior year’s quarterly and annual Profit & Loss trends to increase sales and decrease overhead expenses• Coordinate Human Resources, Administration & Payroll market wide in the absence of the Market Manager• Increase engagement and morale of coworkers and staff through coaching, leading by example, and highlighting the importance of teamwork • Create schedule adaptive to employees with limited availability due to school, childcare, and other conflicts• Improve general efficiency of store operations through daily communication at the store level and above, partnering with Market Manager, Regional Director, and Corporate Headquarters• Launched the company-wide upgrade to PDI/Radiant--a major inventory, POS, back office, accounting and payroll software suite. Trained 14 store managers before, during, and after software installation • Created budgets for successfully executing software upgrades and training for 15 Circle K sites while simultaneously exceeding my own prior year’s store sales, inventory, and customer satisfaction metrics• Taught Store Managers in the Tallahassee market how to use new software leading to better inventory control and faster, more accurate completion of accounting and payroll responsibilities• Completed full migration and installation 27% under budget. Set up Skype and Remote Desktop for Business at each site, enabling the Tallahassee market to communicate via webcam and Remote Desktop Show less

• Managed all daily operations of the store including personnel, ordering, inventory, and administration.• Increased national store ranking from #8 to #1 at the district level, and #4318 to #8 nationwide -- Awarded 2015 District Top Store Performance; increasing annual sales revenue from $3.1 Million to over $4 Million• Exceeded all metric goals including loss prevention, hourly labor budgeting, net profit, Customer Connection Score, and many other areas of store operations • Hired,… Show more • Managed all daily operations of the store including personnel, ordering, inventory, and administration.• Increased national store ranking from #8 to #1 at the district level, and #4318 to #8 nationwide -- Awarded 2015 District Top Store Performance; increasing annual sales revenue from $3.1 Million to over $4 Million• Exceeded all metric goals including loss prevention, hourly labor budgeting, net profit, Customer Connection Score, and many other areas of store operations • Hired, trained, and developed a team of 12 employees • Reviewed multiple store metric reports daily to monitor and increase store performance • Generated and closely monitored loss prevention reports for indicators of internal and external loss; resulted in 50% reduced annual inventory and supply loss from $78,000, to $33,000 • Developed an accountability system for fixing a severely impacted stock room. Revamped stockroom layout and categorized merchandise for better merchandise visibility • Established quality standards of cleanliness, organization, and operational continuity with all employees. • Consistently sustained an appealing retail sales environment to increase product visibility Show less

• Managed total day to day operations in the absence of Store Manager, including deadline management• Established and reinforced an outstanding branded customer experience through proper engagement and selling techniques to exceed financial goals set for the store • Actively sought information to understand customers’ circumstances, expectations, and needs • Executed and maintained operational, promotional and visual/merchandising initiatives and expectations• Represented store… Show more • Managed total day to day operations in the absence of Store Manager, including deadline management• Established and reinforced an outstanding branded customer experience through proper engagement and selling techniques to exceed financial goals set for the store • Actively sought information to understand customers’ circumstances, expectations, and needs • Executed and maintained operational, promotional and visual/merchandising initiatives and expectations• Represented store brand impeccably by creating our own best sales practices in addition to using company provided sales tactics• Developed management style based on teaching and professionalism; set expectations, assured skills and knowledge, removed obstacles, provided feedback, and fairly enacted counsel as necessary Show less

• Managed total day-to-day operations in the absence of Store Manager, including deadline management• Managed payroll and maintained adherence to hourly budget allowances; executed cash management procedures including safe counts, cash reports, LP analysis, sales metrics, and sales comparisons of current revenue to previous year/quarter’s results • Assembled product displays, end caps, and coordinated a suggestive selling program, resulting in increased sales for featured items and… Show more • Managed total day-to-day operations in the absence of Store Manager, including deadline management• Managed payroll and maintained adherence to hourly budget allowances; executed cash management procedures including safe counts, cash reports, LP analysis, sales metrics, and sales comparisons of current revenue to previous year/quarter’s results • Assembled product displays, end caps, and coordinated a suggestive selling program, resulting in increased sales for featured items and increased average transaction amount • Assisted with hiring, training, and development of 8 associates Show less

• Responsible for the hiring, training and development of 20 associates to include planning work load, work flow, objectives, deadlines and effective time utilization• Responsible for opening/closing store procedures. • Recording daily sales metrics, and comparing them to previous year/quarter’s results.• Produced and verified financial balance sheets for cash flows, inventories and payroll.• Responsible for overseeing day to day operation of the store • Executing… Show more • Responsible for the hiring, training and development of 20 associates to include planning work load, work flow, objectives, deadlines and effective time utilization• Responsible for opening/closing store procedures. • Recording daily sales metrics, and comparing them to previous year/quarter’s results.• Produced and verified financial balance sheets for cash flows, inventories and payroll.• Responsible for overseeing day to day operation of the store • Executing resets/revisions in accordance with company mandated planograms. • Checking in vendors and freight/warehouse, ensuring accurate on hands for order generation for multiple departments.• Delegating tasks as appropriate to ensure smooth store operations and delivery of extraordinary customer care. Show less

• Designed, maintained and updated company website. Added streaming audio feature for long distance radio listeners.• Designed appealing, cost effective advertising proposals for local businesses.• Expanded advertising client base to Donalsonville, Thomasville, and Cairo, GA. Met with local business owners and corporate sponsors--discussed proposals and advertising rates, and sold commercial airtime slots during local and network programming.• Serviced 200+ local and network… Show more • Designed, maintained and updated company website. Added streaming audio feature for long distance radio listeners.• Designed appealing, cost effective advertising proposals for local businesses.• Expanded advertising client base to Donalsonville, Thomasville, and Cairo, GA. Met with local business owners and corporate sponsors--discussed proposals and advertising rates, and sold commercial airtime slots during local and network programming.• Serviced 200+ local and network accounts to ensure customer satisfaction and account retention.• Managed local and network computer based audio/video automation system. Show less