As Regional Director for Simply Mac, I was responsible for all retail operations in the East Region (Eastern US), comprised of 26+ Apple Premier Partner retail stores and nearly $30-million in annual revenue. My region was divided into 4 districts — I directly managed two District Managers, and I served as acting DM for two districts. My primary function was to ensure the sales growth and profitability of my store portfolio, but I also oversaw regional operations, people development (recruiting, training, retention), and supported the company’s growth objectives (new store openings, relocations, and expansions). In addition, I piloted an in-store B2B initiative to expand our business sales footprint, and assisted in rolling out new product categories. • I led the company’s most profitable districts (and #1 region), consistently achieving revenue and profit goals, decreasing shrink, retaining talent, and managing payroll. I was recognized for sales performance and cultivating a people-first team culture. • I began as the Market Director for the Atlanta Market, but was quickly promoted to Regional Director after 6 months.• During my tenure, I opened 5 new retail locations in Destin, FL, Winston-Salem, NC, Asheville, NC, Gainesville, GA, and Orlando, FL. I oversaw recruiting and training for all new employees, and assisted in all new store opening activities.• I supported my region’s Apple Authorized Service Provider program, ensuring compliance with Apple’s stringent service excellence standards and commitment to providing transformational customer experiences.• I worked closely with our Marketing Director, Operations Director, and Treasurer to drive promotions, maintain operational excellence, and ensure financial responsibility. I was also the first contact in my region for all HR functions. • I helped coordinate and deploy a new POS system, migrating my region from RQ4 to RepairQ in November 2020.

As Program Manager for the Apple Authorized Campus Store Program, I managed the company's largest higher-education outreach initiative, which was designed to promote the creation of on-campus technology centers that provide hands-on learning experiences, exceptional service, and best-in-class customer support. During my tenure, I supported more than 215 campus stores nationwide and played a critical role in a program that generates approximately $450 million in annual revenue.• I was the principal owner of the AACS Program, responsible for the development, maintenance, execution, and efficiency of all program-related functions. These included onboarding and managing participants, publishing official program communications, delivering ad-hoc marketing collateral for seasonal promotions, educating stores and validating program compliance, processing accurate and timely store BDF payments (additional compensation earned through program participation), and supporting other cross-functional initiatives as required.• I wrote and published the program’s first comprehensive set of standard operating procedures and created an online knowledge base where they could be housed, accessed, and maintained. Previously, program-specific documentation was either inadequate or non-existent, which created an unnecessary dependence on a select few employees who possessed relevant institutional knowledge and program experience.• I developed and implemented a new strategy for customer-facing communications (emails, newsletters, web content, and digital media). To accomplish this, I had to completely rethink the existing plan around audiences, content, timing, and method of delivery. The result was a streamlined playbook for new product announcements and technical specifications/dimensions, store-level inventory reporting, order support and purchasing updates, training materials, financial statements, and other program-related content.

As District Leader, I managed a multi-unit portfolio comprised of 12 Apple Premier Partner retail stores. Once installed, I led the company’s bottom-performing district to achieve the status of top-performing district in less than 12 months, and continued to drive results and achieve accolades throughout my career.• I was responsible for the profitability and continuing sales growth of each location in my district, and had a proven record of rehabilitating underperforming stores. I also developed sales initiatives and programs designed to increase revenue and encourage employee engagement.• I conducted regular store visits, during which, I taught store teams how to provide transformational customer experiences, successfully implement and maintain Apple’s stringent marketing and merchandising standards, and comply with the company’s standard operating procedures.• I developed and mentored Store Managers to help them become more effective leaders, enabling them to achieve their sales goals and operational objectives. I also oversaw the training and continuing education of all district-level employees.• Finally, I opened 3 new retail locations in the Southwest market during my tenure.

As the manager of Northeast Tennessee's only Apple Premier Partner retail store, I was responsible for all store operations — including sales, service, people, and profitability (P&Ls).• I was responsible for implementing and executing all company objectives and standard operating procedures in my store. I also supported several corporate functions at the store level, including HR, training, marketing, merchandizing, and operations.• I assembled a hard-working, high-quality team that helped our store achieve company-wide recognition as a model for Simply Mac. We consistently met or exceeded sales goals and delivered exceptional customer satisfaction ratings, never falling below our NPS (Net Promoter Score) goal during my tenure. • My store operated with clear commitments to diversity, inclusion, a respectful workplace, and personal integrity. My team and I fostered a store culture that encouraged teamwork, employee satisfaction, and provided career growth opportunities.• I regularly pursued business leads and cultivated relationships within the local community to secure B2B sales. I was also able to win contracts with local school systems to deploy Apple products in their 1-to-1 programs.• Finally, our store achieved Apple's prestigious Premium Service Provider designation for seven years running (2013-2020).

As Assistant Director, I was responsible for the management of the Advancement Services department, including a staff of coordinators and the execution of all department functions. I assisted in developing and implementing new policies, processes, and procedures to modernize the department and provide better service to customers both inside and outside the University. I also helped to create and maintain the University’s Alumni and donor database, managing over 120,000 records.• I developed programs and generated reports for all departmental and University-wide reporting needs related to Alumni And/or donors. I also provided training for and support of the BANNER database system, ARGOS, and related software.• I was principally responsible for processing all donations and pledges to the ETSU Foundation, as well as maintaining donor relationships during the entire giving lifecycle. I also supported a wide array of fundraising initiatives, including the Annual Giving Fund, Phone-a-thon, the University radio station, among others. • Finally, I served alongside the Director in various University committees, advisory boards, and acted as the liaison between the Vice President of the Foundation and the Advancement Services department.

As Merchant Banker, I specialized in Business banking, commercial deposits and customer service for small, medium and large businesses. I was responsible for meeting aggressive referral goals and was consistently recognized as a top-producing associate for performance, customer experience, and audit compliance.

As a Senior Agent, I was a licensed insurance professional for the state of Colorado and was authorized to sell and service auto insurance policies in 26 states for the Progressive Direct division. I was trained in multiple product lines, including auto, motorcycle, RV, motor home, trailer, and boat insurance. I was promoted twice within the organization and was consistently recognized for performance, quality and sales achievements.

As the Senior Teller at the Johnson City branch, I led a team of three sales associates (tellers), and oversaw the branch’s daily operations, training, sales coaching, and regulatory compliance. I was promoted quickly within the company and consistently recognized for professionalism, integrity and customer service.

Received two years of management experience and training, working through five separate promotions. Certified as opening manager, running morning and day-shift transitional operations, cash-handling and report management. Extensive knowledge in all store operations and crew programs, including the CDP (Crew Development Program) designed to effectively train new store employees.