• Managed operations and sales for 7 fast-paced retail stores in Connecticut, New York and Western MA • Increased Sales 14.44% year over year Q1 and April 2017• Grew sales 36.29% in April 2017 finishing the month at 120% to goal• Exceeded sales yield goal of 6% each month 2017 and finished April 2017 at 7.32%• Successfully achieved 3 100% Mystery Shop scores Q1 2017 by reinforcing the Culture of Excellence• Surpassed new KPI for Video in April finishing the month at 122%• Increased Sales Yield from 3.95% in January to 6.32% in October 2016• Increased sales 8% from January to October 2016• Championed team scores of 56% YTD Triple Play Attach rate, for exceeding bench mark at 55%• Recruited, hired, coached, trained, developed and evaluated employees• Coached and held team accountable for behaviors that drove highest performance• Designed sales incentives to enhance results and employee recognition; Top 3, Gladiators of the Goals• Conducted sales meetings and advanced the sales culture to drive top performance and goal focus• Managed store scheduling, appearance and inventory to corporate standards • Developed and managed sales plans to grow customer base and revenue projections• Monitored daily cash handling and audited stores to ensure corporate compliance • Effectively managed departmental revenue and expenditures while staying within budget• Contributed to the success of reducing negative revenue by coaching supervisors on focus areas• Mentored Supervisors and Leads to develop leadership skills toward their career path • Managed escalated and advanced customer issues to ensure customer satisfaction and retention • Effectively managed crisis situations and escalated to Store Leadership when needed

• Coached and developed a high performing sales team to achieve 114.5% to goal 2015• Awarded the title of Sales Champion for achieving the highest sales for calendar year 2014• Groomed and motivated 2 Sales Champions to be Nationally ranked in the top 4% 2014 • Championed team scores of 70% for week over week Triple Play Attach rate, for exceeding bench mark at 50%, October 2015• Designed incentive programs to motivate representatives to achieve higher sales percentages • Conducted hiring, on-boarding support, coaching, training, mentoring and evaluations• Developed 12 store representatives in 3 stores in Connecticut to consistently exceed sales goals• Designed scheduling to meet customer demand and deliver exceptional customer experience• Monitored daily cash handling and audited stores to ensure corporate compliance • Collaborated as a job analysis study member to develop Charter’s new pre-hire assessment tools• Supported company in reduction of Work Order Accuracy Report instances,- 82.61% week over week • Solved escalated and advanced customer issues to ensure customer satisfaction and retention

• Specialized in call center customer satisfaction to maintain Bose’ reputation as a world-class service organization• Supervised 12 customer service representatives to exceed performance objectives• Accomplished highest team quality scores for FY12 and FY13• Secured the highest team dollars per call, $33.82 for FY13• Obtained the highest team issue resolution score, 86%, in FY13• Administered a department quality initiative that raised scoring by 20% in 5 months• Raised Net Promoter Scores by 20% on average in 3 months by developing a focused and effective coaching strategy to ensure customer satisfaction• Conducted hiring, coaching, training, development and evaluations• Developed 11 team members in securing new positions, and mentorships in FY13• Delegated responsibilities to recognize talent and to grow and develop career skills • Delivered technical support and training to lower handle time and achieve first call resolution• Resolved escalated and advanced technical customer calls to ensure customer satisfaction • Reduced customer callbacks considerably by revising service turnaround time expectations FY13• Implemented a weekly newsletter to highlight the department’s operational objectives• Co-developed the department’s quality and recognition programs• Created department staff meetings and designed clear and effective team communications

• Implemented programs to promote sales and the highest level of customer satisfaction• Managed all aspects of music and computer software department inventory and operation• Orchestrated merchandising, floor plans, planograms and displays to maximize revenue growth• Conducted recruiting, hiring, training, development, scheduling and supervision of employees• Coached and mentored sales associates to drive maximum sales performance• Guaranteed high store operational standards including cash handling, inventory and shrink control

• Managed and monitored the day-to-day operations of a 27 million dollar complex• Ensured timely resolution of any customer, or employee concerns by prioritizing their satisfaction• Conducted training, assessment, scheduling and supervision of managerial and security staff• Implemented revised training programs for Manager on Duty and security staffing

• Accomplished second highest rate of sales for company• Collaborated with clients to understand their needs and to ensure their satisfaction• Conducted interviews, training, assessment, hiring and supervision of employees

• Created news stories for cable news broadcast from notes of reporting staff• Reviewed and evaluated notes obtained from reporting staff to isolate pertinent facts and details• Verified accuracy of questionable facts and obtained supplemental material and additional details from files, reference libraries, and interviews with knowledgeable sources• Organized material and wrote stories conforming to specified length, style, and format requirements