Manage the front end customer service and store operations at the company's main store/headquarters. Supervise and train a small team of part-time staff in customer relations, organization, efficiency and problem-solving. Assist the Retail Manager, Plant Manager, Alterations Manager and other Department Heads in customer solutions and task management as needed. Work with customer service managers from the company's other seven stores as part of the Retail team. Manage and affect the payroll budget, sales and miscellaneous income opportunities.

Provide company leadership, branch managers and loan officers with training and requirements set forth by federal, state and funding sources to obtain and secure reverse mortgages at the direction of the client. Organize and process all paperwork and submit to the funding source for approval. Communicate with funding source and loan officers to ensure loan submission is complete, compliant and funded in a timely manner. Work with underwriters to interpret borrower-specific requirements correctly so that the loan officers may provide accurate information to the borrower. Handle confidential and sensitive information and comply with all federal, state and internal record keeping requirements.

Worked as part of a store management team to oversee daily operations across departments in areas of customer service, employee management, store safety and overall store performance.Specific department areas:Operations - Provide supervision and support to three leads and their teams in the Cashier, Human Resources and Merchandise Pick Up departments. Monitor payroll hours, budgets and store expenses in conjunction with the Store Manager and District Manager.Brand Central - Manage the highest volume store division consisting of the Small Appliances, Bedding, Large Appliances and Electronics departments. Provide daily coaching in sales techniques and matrices including miscellaneous income opportunities such as protection agreements, installation and credit applications. Merchandise the floor to best attract the attention of customers while maintaining store and company standards. Oversee ad sets, signing, pricing, inventory and large event execution (i.e. Black Friday and Tax Free Weekend).Accomplishments:#1 in district - customer service satisfaction surveys for cashiers (Enfield, CT)#1 in district - new credit applications (Enfield, CT)#1 in district - human resources compliance (Manchester, CT)#1 in district - brand central sales (Holyoke, MA)#1 in region - brand central sales (Holyoke, MA)#1 in district - brand central protection agreements (Holyoke, MA)#2 in region - brand central protection agreements (Holyoke, MA)#1 in district - brand central Black Friday sales (Holyoke, MA)#1 in district - brand central Tax Free Weekend sales (Holyoke, MA)#2 in state - brand central Tax Free Weekend sales (Holyoke, MA)

Performed all HR Generalist work under the direction of the Director, Human Resources for all Massachusetts and Connecticut locations. Responsibilities included job postings, new hire screenings, new hire orientation, sexual harassment prevention training; employee database and file management; dispute resolution assistance; employee investigations; employee recognition; assistance with employee benefits enrollment and annual renewal.

Developed the HR department from the ground up for this non-profit human services agency. Worked as part of a Senior Management team to manage and oversee agency operations, services, fundraising, RFP writing and event coordination. Provided support and guidance to senior managers and supervisors in areas of hiring, training, employee relations, reasonable accommodations, leave, and employment separation. Attended Labor Law and Employee Relations training, oversaw employee investigations, assisted with conflict resolution and assisted with the agency's annual enrollment process.Supervised the agency's receptionist and front office operations.(Laid off due to loss of a large state contract in the Spring of 2001.)