Store Manager• Oversee the day-to-day operation of a retail money services business branch.• Scheduling, payroll approval, purchasing for store operations.• Recruit, hire, onboard, train/develop and retain employees.• Ensure compliance and safety policies are followed.• Grow portfolio, customer base, and vendor sales year-over-year.• Customer service focus, establishing rapport and building customer relationships.• Entrusted with, and responsible for money and confidential information.

18-month assignment at a Cincinnati Fortune 500 business services and document technology company through BCforward. (BCforward provides consulting, outsourcing and staff augmentation services in systems administration, project management, software development, and strategic IT planning.)• Managed 30 employees across five departments, including warehouse operations, shipping, receiving, and reverse logistics management operations.• On-boarded new employees, ensured safe job procedures were employed. Made sure performance expectations were met. Communicated attendance and performance notifications. Maintained schedules and payroll.• Collaborated with other production groups to support operations.

• Produced user-friendly training manuals and materials for new web sites, business initiatives, and processes.• Led training, including train-the-trainer, for customer service, phone etiquette, communication models, motivation and engagement.• Developed troubleshooting materials for technical issues with internal systems, technologies, and web sites to triage to the appropriate technical team.• Tested new technology launches, and attended sales conventions as an SME resource, worked on confidential first-to-market initiatives.• Generated informational and change management email copy, editing and proofreading, for internal and external audiences: customers, sales representatives, managers, and associates.• Resolved escalated customer, manager, and executive issues.• Managed general and specialty (web site and other technical support) customer service teams of phone and email agents, coached team members to exceed individual and team goals.• Initiated retention program that reduced attrition by 23% of at-risk sales reps. Awarded by the president and vice president of the U.S. business. Scaled program to two specialty teams.• Promoted participation in physical activities, healthier food and lifestyle choices as regional wellness coordinator by creating social media and communication campaigns.• Increased an already strong mammogram participation rate by more than 50% over prior year—with fewer on-site employees.

• Drafted debut press release for national re-launch of major country act’s back-up group, spotlighting their individual credentials and their work on her tour.• Connected pop-culture tie-ins to execute effective social media and traditional advertising campaigns.• Prepared public statements for company and artists, announcing news to industry/trade constituents and to the general public.• Positioned newly formed band as an iconic name-brand with carefully calibrated public relations communications.• Built and boosted professional image of individual members and owners.• Created industry buzz and a trajectory that positioned this new group as a trusted, established, legacy entity.