Melissa Burns Email & Phone Number

Oversee the sales floor operations process for our new physical retail locations. Collaborate cross functionally to implement tools and programs that bring Wayfair’s experience to life in our physical stores. Specifically focused on checkout experience, customer journeys and increasing sales through cross selling and home services.

Boston, Massachusetts, United States

Helping to shape physical retail for Wayfair

Massachusetts - Multiple Locations

As the senior level manager for Apple, I manage a team of 6 managers and 100 employees in the areas of customer satisfaction, profit increase, and employee satisfaction. One of my greatest strengths in this position has been to effectively identify key performance indicators such as profit, costs, sales by region, customer satisfaction and retention, customer acquisition, etc., and implement effective strategies to improve on existing practices. I gather knowledge and insight from employees on growth opportunities and solutions to help improve their overall performance while accomplishing company goals. I work with other departments to share initiatives, priorities and strategies to build a consistent and cohesive team. I also recognize top performers, a skill I believe is most important in team development, and I set challenging yet rewarding strategies to build the overall function of the entire team. Key accomplishments from this position have been in the areas of employee and customer satisfaction. I collaborated with a leadership team to address employee satisfaction. Through strategic planning and implementation, I was able to increased employee satisfaction by 60 points over the span of one year. I also achieved a top three ranking in customer satisfaction scores for consistent performance, accountability, and effective follow-up.

New England - Multiple Locations

As store manager for Victoria’s Secret, I trained, coached and supported a team of over 50 employees. I was responsible for the hiring and training of new staff on company policies and procedures within multiple store locations. I played a key role in the development of brand recognition by increasing customer satisfaction, developing effective marketing strategies, and providing value and vision to the team. One key accomplishment from this position was delivering a world class customer service experience, in which I exceeded the expectations of customer relations, profit increase and employee satisfaction.

Connecticut - Multiple Locations

The District Labor Expert for Victoria Secret, was a temporary assignment I held while I was a store manager. I was responsible for training and coaching store managers on labor management principles such as forecasting, planning, scheduling, and performance reviews. By doing so I effectively increased employee and customer satisfaction while also increasing profits. I worked closely with the district manager in identifying any opportunities for growth in relation to store operation, and leadership development. In this position, I was particularly adept at maximizing resources and increasing customer satisfaction. I developed an innovative scheduling system for locations with an employee count from as small as 12 to as great as 150. This scheduling system was scalable for multiple store locations. In increasing customer satisfaction, I used a profit and loss model and maximized customer engagement by training leaders on ways to analyze current business practices, develop new business practices, and establish effective schedules.