• Collaborated closely with subject-matter experts to design, develop, and implement people-centric training solutions ranging from technical/functional to sales and service. • Transformed the outdated “Xenia” team briefs into the innovative “WATCH + LEARN;” a comprehensive daily brief packed with pertinent information and resources, empowering retail teams to provide a world-class client experience while enhancing their colleague engagement.• Addressed organizational skill gap with client follow-up by developing formal communication templates (phone, text, email), for retail colleagues to utilize in order deliver a consistent and seamless follow-up experience.• In conjunction with Human Resources, Retail Operations, and Legal teams, created a “New Colleague Guide” and “Welcome Kit” to culturally integrate and retain new talent in the organization.• Support key brand partners (e.g., Rolex, TUDOR, OMEGA, Breitling, TAG Heuer, Grand Seiko, etc.) with fulfilling virtual or in-person training requests, communicating initiatives to boutiques/showrooms, and validating timely completion of online coursework.• Deliver virtual or in-person training sessions that incorporate innovative and experiential activities curated to engage the modern day learner. • Upload, assign, generate reporting and track training module(s) completion via 360Learning (LMS) for 600+ colleagues.

• Developed strategies with the Shopping Experience Manager to increase access to our customers, reduce wait times, and meet demand in order to achieve “Most Improved NPS” for FY21’Q4.• Reviewed and assessed store reporting daily to adjust tactics, recognize successes and identify opportunities for improvement in pursuance of 60% iPhone Connected and AppleCare Attach rates. • Mentored others in the Shopping Experience by creating stretch assignments, employing the 70:20:10 development approach, and providing feedback based on observed behaviors. • Obsessed over the customer journey by holding the team accountable to providing timely assistance, creating transformational interactions via Apple Steps of Service, and maintaining visual standards.

• Utilized root cause analysis to devise solutions in order to elevate store’s performance on the iPhone Focus Report into the top 10 range, out of 24 stores in Market Team 2. • Involved in customer interactions and coaching conversations with team members, to understand their individual challenges and develop objectives in line with organizational priorities. • Leveraged systems and tools (Leaderboard, Same Day Domestic Dashboard) to identify, inform, and recognize the team’s individual impact on priority performance.

• Mentored a team of 27 sales agents, whom successfully met and exceeded RCC performance goals (+22% Close Rate , +40%/+50% AppleCare Attach Rate (iPhone/Mac), 100 TMS, +5% Externally Booked Orders, +75% Demand Focus, +$900 AOV).• Energized, informed, and aligned employees in an inspiring fashion via weekly 30 min. team meetings and 15 min. daily downloads. • Conducted bi-weekly one on ones with direct reports to provide time-sensitive feedback based on call listening; reviewed individual performance vs. RCC expectations; established SMART goals and celebrated progress. • Utilized tools such as Monsterboard, SABR, Tableau, Wave in order to measure, action on and report attainment of goals.

• Regularly analyzed and followed up on sales/profit KPIs for a respective department; Sustained a 35%-38% share of business for the men’s department every quarter. • Managed the recruitment, training, development, and succession planning process in line with the company’s ROTD best practices. • Elevated the customer experience via promoting H&M’s newly minted loyalty program. Motivated staff to follow suit through competitive initiatives to achieve country expectations of 13.9% share of receipts (SOR).

• Introduced and rolled out H&M’s Store Operations Initiative at a global flagship location: Transformative campaign developed to optimize operational efficiency within all areas of the store (cash wrap, sales floor, fitting rooms, back of house). • Partnered with overhead members and visual merchandisers to execute campaigns, sales activities, and promotions to impact selling WOW. • Promoted our company culture by incorporating the values in our day to day work, and interactions with one another.

• Led 6-12 staff members in the the store’s efficient, timely, and safe completion of merchandise processing (2,475 to 8,250 garment/accessory pieces per delivery). • Promoted established shrink policies to assist in achieving annual store losses no greater than 3% or $165,000.• Supported grand store openings in Hialeah, Florida; Ft. Lauderdale, Florida; San Juan, Puerto Rico; Bayamón, Puerto Rico; Bogotá, Colombia.

• Delivered an exceptional customer service experience to our guests at all three points of contact; serving as a lighthouse for the staff to consistently employ the company's five basic demands.• Advocated our sustainability efforts through our garment collecting program and the ensuing incentives for customers.

• Assigned the duty of training crew members for their day-to-day work functions.• Cater to customer needs while simultaneously maintaining drive-thru and lobby wait times under 90 seconds.