Help people prepare for what could be one of the worst days of their lives.

Responsible for the customer experience, growth and development, sales productivity, and delivering results.- Yield an average of 3% of customer store credit card applications daily, which increase customer spending, overall intent to shop and likelihood to return.- Create emotional connections with every customer interaction by initiating genuine conversations, conveying knowledge of products by introducing features and benefits. Maintain a clean and safe shopping environment. - Ensure an efficient checkout process through use of line operation management.. Retained 90% of associates hired since reopening June 2021.- Conduct specialized training techniques which teaches associates how to become best at selling bras.30% of my associates have grown from a selling associate to being a Bra Fit Expert.- Optimize individual development plan conversations by discussing personal goals, strengths and opportunities and foster associates to grow by creating SMART goals.Invest in building trust through transparency, consistent performance conversations, communicating expectations, listening to feedback, and thorough follow-up.- Increased total sales by 40%, gradually, over a 6 month period.- Maintain a 45% conversion rate by demonstrating and guiding associates to connect with every customer in an urgent manner. - Maintain a $90-$100 Average Dollar Sale by getting customers to open credit cards, capturing 75% of phone and email at checkout, and issuing reward cards for every transaction. - Expand sales by recommending multiple colors and different styles of product, sharing personal testimonies of products, and use of promotions to influence spending.

Responsible for assisting Payroll Protection Program applicants by initiating, processing, and reviewing loan applications.- Completed 1100 applications in a 3 month period with 90% approved. - Conduct 100 plus outbound calls to applicants that received initial loans and needed to apply for forgiveness. - Received and assisted multiple inbound callers requesting technical support with online application process.- Processed loan applications effectively and efficiently by prioritizing date of responsiveness, collecting all necessary data, and persistently connecting with applicants to sign off on the provided documents. - Completed compliance reviews on each application by utilizing knowledge of Small Business Administration forms, connecting with original lender for verification, and sending to senior loan executive for final approval.

Responsible for overseeing and improving the processes for high volume inbound calls, WFM, employee training and development, hiring and recruitment, project management.In 2012, promoted to regional operations manager, leading approximately 225 intake specialists and clinical advisors in office and virtually.Analyzed data to identify KPI, percentage of calls being answered vs unanswered, the amount of time each associate spends on the call, completed requests vs requests that required additional review, and steps the associate took to complete the process. Used data to create process improvement strategies, create urgency around compliance and completing a request in a timely manner, train/coach associates on opportunities, and provide a thorough report to upper management on strengths and opportunities and action plan to improve.Conducted presentations during annual regional meeting that explained the state of my region.Strategically optimized productivity of associates to ensure all resources were leverageable by creating efficient schedules, forecasting, managing phone skills, and time and attendance.Mastered utilizing WFM software.Launched training program for new hires and existing associates which was used across the corporate recruitment team. Calibrated with relationship management consultants to foster ideas and improved procedural guidelines used by associates for specific product compliance reviews.Consistently worked with direct reports on IDP’s, weekly reflections, mid-year touchbases, annual reviews on developmental interests, action plans to improve opportunities, SMART goals to become developed in desired area, and communication on business and the industry.Maintained high retention and associate engagement through Associate of the month, friendly competitions, rewards for exceptional work, recognition, holiday activities, and building a genuine connection.