FEDEX OFFICE INC., Austin TX Apr 2015 - Aug 2020Store Manager Apr 2017 - Aug 2020➢Built customer relationships and provided customized print services driving increased sales.➢Maintained P&L of store to ensure profitability➢Maintained sales, inventory, merchandising and cost controls resulting in accurate inventories and eliminating over ordering. ➢Exceeded center key metrics through training, and ongoing coaching of staff

FY2016 District Assistant Manager of the YearExceed center key metrics via training, coaching and ongoing monitoring and corrective actions.Promoted to Interim Center Manager based on consistent center resultsMaintained sales, inventory, merchandising and cost controls resulting in accurate inventories and eliminating over ordering.

Assigned two public sector territories bringing them to 109% and 93% of quota for the year.Aligned sales efforts with Microsoft stakeholders and partners to build strong pipeline.Interfaced with training staff to identify training requirements for sellers and partners.Responded to customer requirements to drive quota attainment through both remote and on-site visits with customers.

Oversaw the operational aspects of the store including cashiering, receiving and back office teams (including Human Resources), ensuring the store of a trouble-free work environment that promotes employee and customer satisfaction and sales growth. Increased the stores Location Balanced Scorecard to number one in the nation out of 800+ stores.Managed P&L to exceed variable profit contribution goals.Exceeded cashiering and receiving metrics to be company leading in many key performance indicators. Managed sales, inventory, merchandising and cost controls. Fostered an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance.Advanced Brand Central (electronics, appliances, floor care and mattresses) category contribution to over 63% ($12M) of total store revenue; maintain district leading appliance sales over the last 3 years, while besting national sales percentages in all departmental areas.Elevated store's customer satisfaction index 8 points within two years; ensured the swift resolution of customer issues to preserve customer loyalty.

Led strategic pre-sales efforts and closed over $15M in product and services sales, and obtained over 100% of quota for 2 years in the South Texas Sales Region.Partnered with regional sales manager in the strategic development of account plans, building the sales pipeline and driving of new product and services sales. Refined processes to support the increase of both customer and employee satisfaction as a nominated member of the 6-Sigma Global Cross Functional Integration Team (CFIT)Chaired the technical pre-sales CFIT sub-team as 6-Sigma Greenbelt project.Provided accurate level of effort estimates for inclusion in services proposals, ensuring Services Statements of Work properly map to customer business drivers and technical requirements.Architected complex IT solutions solving customers’ intricate business problems resulting in successful solution sales.Championed efforts to standardize roles and responsibilities within organizations.

Grew the technical services organization to provide external customer service, internal IT, and desktop infrastructure support.Developed and managed to fiscal budgets for the Technical Services and Development organizations.Implemented internal CRM solution and financial software, enhancing accuracy in sales operations and management analysis. Streamlined IT operations by automating procedures for Purchase Orders and IT Asset Management.Designed and implemented networking standards and physical infrastructure to ensure availability to lines of business, including VoIP phone system and an ATM network.Implemented business continuity and disaster recovery plans, providing robust redundancy for mission critical internal systems.

Consistently exceeded yearly billable utilization and revenue targets by over 15%; recognized by three consecutive Presidents Club awards.Provided business analysis of client’s existing help desk, asset management and change management processes to identify opportunities for improvement and re-engineering as required.Recommended and implemented help desk and customer support processes, including design of incident, problem and change management procedures.Customized training material for customers based on business practices and instructed client groups in product workshops and training classes.Authored collateral for use by consulting personnel and partners, resulting in the delivery of consistent services and increased margins.

Authored capacity plan for development effort of a major mainframe application at a telecommunications company.Designed and implemented configuration control, mainframe development and testing environments for the same application.Developed operation architecture to run the application in production environment, including development of standards, disaster recovery scenarios, operations training, software delivery to production, and automated scheduling.Developed and taught targeted JCL class.

Developed and executed technical support consolidation plans in support of corporate acquisition strategies resulting in manpower savings and redeployment. Streamlined corporate-wide support procedures resulting in consistent customer support across product lines.

Maintained DB2 and other mainframe solutions.Co-authored a paper on SMP/E exception reporting.