Store Manager – Richmond, CA (15,000 square feet, 45 employees, $9M in sales) Feb 2016 – Present  Promoted to lead a high-volume, high-profile employee store that is only open to businesses with invitations. Took over an underperforming store that was not meeting targets – morale was extremely low prior to arrival. Developed a very strong, motivated team consisting of a sales & operations manager and 4 supervisors. Drove the store from 28th to 5th in the entire company (134 stores) in sales – improved from $5.2M to $9M. Drove the customer conversion rate to 52% – 2nd in the entire company. Led the store to 1st in the district (8 stores) for average dollars-per-sale and units-per-transaction. Won several different awards for highest results in the district and the entire company in key metrics.

Store Manager – Castle Rock, CO (5,000 square feet, 18 employees, $1M) Sep 2013 – Feb 2016  Recruited by the district manager to open and manage a new concept factory outlet store in Castle Rock, CO. Hired and trained a very customer-focused team of 15, including 1 assistant store manager and 2 supervisors. Oversaw every aspect of the setup and overall merchandising of the store – met all project expectations. Awarded perfect scores (100%) on 4 consecutive secret shops – averaged 96% over the 2½ years. Achieved consistent year-over-year growth in all key performance metrics, including conversion. Increased the average dollars-per-sale, and average units-per-transaction in 2015.

Store Manager – Castle Rock, CO (8,000 square feet, 44 employees, $6.1M) Jun 2011 – Jul 2013  Recruited by the regional manager to turn around an understaffed and underperforming factory outlet store. Rebuilt, developed, and led a talented and focused team that included 1 assistant manager and 3 supervisors. Improved all key metrics including customer conversion (+3 points) and loyalty registrations (+11 points). Selected to regularly visit 3 Colorado stores, coach and train leaders, and send recaps to the district manager. Hand-picked to open a new Phoenix store – oversaw the entire setup and met all timelines and expectations. Selected as 1 of only 5 store managers (out of 52) to participate in regional product & merchandising calls. Selected to on-board and mentor 2 new store managers due to outstanding performance and high standards.

Co-Manager – Aurora, CO (122,000 square feet, 167 employees, $32.5M) Oct 2008 – Jun 2011  Promoted to turn around a store that was struggling operationally after 4 years as an assistant store manager. Provided leadership & coaching to 5 assistant store managers, 12 department managers, and 150 associates. Surpassed the sales plan every year. Led the store to the highest customer satisfaction in the region (62 stores) – awarded for outstanding service. Increased mystery shop scores by 11 percentage points – improved from 88% to a near-perfect 99%. Drove average internal audit scores from 77% to 90% (pricing, cash control, replenishment, and receiving).  Implemented new processes that reduced shrink to just 0.66% – maintained below budget (0.75%) each year.

Assistant Store Manager, (Administration) – Parker, CO (125,000 square feet, $32M) Sep 2006 – Oct 2008  Provided leadership and coaching to 3 department managers, 30 front-end staff, and 12 receiving associates. Drove the store to 1st in the entire western division (800+ stores) for overall customer satisfaction by 2008. Awarded for achieving the highest customer service scores in the western division and the region (62 stores). Earned perfect scores (100%) on every mystery shop for an entire year. Provided key contributions that enabled the store to increase profit by 2% each year. Hand-picked to train 3 new store managers on operational audits due to consistently high scores & standards.

Assistant Store Manager, (Sales) – Lakewood, CO (125,000 square feet, $22M) Sep 2004 – Sep 2006  Promoted to oversee all specialty/installed/commercial sales after just 12 months as a department manager. Turned around a store that previously ranked last in the district (7 stores) in most specialty sales metrics. Led the store from 7th to 1st in the district for specialty/installed/commercial sales volume – improved 43%. Drove the store from 7th to 1st in the district for comp sales improvement – averaged 18% annual growth. Lifted the store from 7th to 1st in the district for sales performance vs. plan – exceeded plan each year by 9%. Drove the store to a consistent spot in the top 3 in the entire region (62 stores) for customer satisfaction.

Department Manager, Customer Service – Parker, CO (125,000 square feet) Oct 2003 – Sep 2004  Recruited by the store manager to hire and train the customer service department. Oversaw every aspect of the front-end including the service desk, cash office, and cashiers (30-40 associates). Scored 98% or higher on all mystery shops – highest in the district (7 stores) and 9th in the region (62 stores).