Escape Room

● Created Customer Service Programs and Processes to Service an aging Clientele. Maximized Store Sales by implementing a High Touch and Customer Driven Focus.● Enforced partnerships between Retail and Pharmacy to ensure all Associates had a 360 Degree view of Customer Service Quality of Excellence.● Customized Planograms for Store Set to ensure a Consistent "One Glance"​ set-up for our loyal customers. Loyalty was increased by 30% and the basket was increased by 20%.● Created a "Meet and Great"​ Program to understand the customer and their purchasing. Results were a partnering with local Delaware Valley craft workers to introduce a Happy Harry's/Walgreens line of Locally Crafted Decorations for the Holiday Season. Was recognized by Walgreens Corporate for a 50% increase in overall foot traffic and a 30% increase in front end sales.● Introduced a Process and Policy Driven approach for On-Boarding new Associates and Pharmacy Technicians to enforce Walgreens Corporate Training while personalizing Customer Service. Recognized by Corporate Management for Customer Care Policy and Procedures that supplemented written policy. Results included the sanctioned introduction of VIP Service to our core customer base.● Provided Process Models and insight for all Technology Upgrades to Store Systems. Considered a "Trusted Advisor" to Walgreens Corporate.● Designed and Implemented complete remodeling and planning of expansion project to specifications, while remaining open. Results included doubling the existing sales floor while increasing sales 15% in that period.● Created basic engagement model to review business needs and drivers, data utilization and IT.● Established and nurtured community relationships and partnerships to foster a trusted transition of an establishedchain into the Walgreens Family of Companies.● Leveraged expertise gained in decades of retail experience to boost clients capabilities in capturing, analyzing andutilizing customer data.

● Managed a team of 10 specialists in departmental role and 55 in trainee role.● Oversaw critical customer service programs and adherence.● Decreased customer service issues by over 50%.● Created incentive plan for team members in a non-commission role to "Increase the Basket" with service plans andpositive customer service experiences.