- Passionate about hiring, developing, and retaining top talent to deliver legendary customer experiences.- Solicited customer feedback and followed up on customer service issues to ensure resolution and satisfaction.- Partnered effectively with team members and other leaders to achieve goals and successfully implement business initiatives.- Provided expertise on various operational and customer-related items.- Grew a portfolio of successful stores by learning the market and developing and executing district-level strategies to achieve goals specific to each store’s unique strengths and opportunities.- Managed rental rates, discounts, Customer Protection Plans, and other income sources.- Watched controllable expenses to provide the highest ROI for each store.- Performed quarterly audits and facility checklists, submitted findings to the division office, and ensured follow-up on any necessary action.- Utilized management information tools and analyzed financial reports/P&L statements; addressed trends and issues in district performance.- Accessed external resources to support district-wide operations and execute district and regional initiatives such as human resources, revenue management, procurement, and finance.

Direct operational management of 19 stores driving 20% YOY sales growth.Conduct up to 19 store visits per month to provide constructive coaching to Store Managers and reinforce team achievement of high brand standards, organization, and proper merchandising.Monitor and analyze all KPRS metrics including focus initiatives, store business summary, ordering scorecards, and top 10 departments, to hit all shrink initiatives.Recruit, hire, retain and develop team of managers and associates, mentored 4 managers to date.Reduce company expenses, save 10% on average using strategic scheduling and payroll management.

Fostered an environment of creativity and diversity to maximize succession planning and productivity, acquired over $10Mil in revenue.Collaborated with 29 Store and Operation Managers to direct day-to-day operations, sales, merchandising, brainstorm inventory control strategy, loss prevention and performance improvement planning.Achieved 7 Key Performance Indicators (KPIs) by assigning clear accountability for achieving business goals and driving continuous improvement in customer service, generating consistent 90%+ guest satisfaction scores every year for 10 years.Recruited, identified, and developed internal talent, promoted 3 employees from store leaders to group leaders.Ran annual surveys to analyze selling and inventory trends and communicated findings to Regional Management and Corporate Business Partners.Co-launched company customer service program “Smiles” and “Coaching”, increased customer satisfaction by 10%.Implemented performance improvement plans, coaching, and retraining for management to course correct underperformance, performance rose from 55% to 89% of target goals.

Managed high volume store location and trained 32 Manager Trainees for store Leadership positions every quarter.Improved operational standards resulting in reducing shrink below 1%.Held meetings weekly and daily with 12-member team to promote idea collaboration, remove obstacles and maximize sale opportunities.Facilitated Regional and District Meetings and gave PowerPoint presentations quarterly to present market trends and company initiatives.