Customer Success Performance:Conduct regular check-ins and 360° reviews using AI-driven performance management to track key metrics and growth. Provide targeted, data-backed feedback to enhance team performance and drive customer success outcomes.Data-Driven Pricing:Utilize AI and SaaS-based A/B testing for dynamic pricing strategies. Regularly adjust pricing based on market trends, competitor insights, and customer behavior to optimize customer value and profitability.Compliance and Risk Management:Ensure adherence to regulatory standards through automated, AI-powered safety audits. Foster a proactive compliance culture through ongoing training to support customer trust and safety.Customer Engagement and Retention:Leverage CRM and AI-driven CX analytics to exceed retention and satisfaction targets, optimizing upsell and cross-sell strategies. Tailor engagements based on customer insights to deepen loyalty and satisfaction.Onboarding and Training:Lead customer onboarding with a focus on seamless transitions from sales to success, utilizing AI-driven LMS tools. Ensure teams are well-trained in product knowledge, compliance, and service standards to support customer success.Customer Support and Feedback:Utilize AI-enabled platforms like Zendesk and Freshdesk to handle inquiries efficiently, track SLAs, and gather insights to continuously improve the customer experience and elevate satisfaction.

Managed the complete end-to-end User Acceptance Testing (UAT) process within a Waterfall development framework, ensuring all deliverables were aligned with business objectives and user requirements before deployment.Collaborated with cross-functional teams to develop and execute tailored testing strategies, ensuring alignment with project goals and stakeholder expectations.Executed detailed test cases, identified, tracked, and facilitated the resolution of defects, guaranteeing that all issues were addressed prior to product release.Monitored UAT progress and delivered comprehensive reports on key metrics, outcomes, and potential risks to upper management.Maintained meticulous documentation of test cases and defect resolution to ensure a reliable record of testing outcomes for future reference and compliance.

Analyzed large datasets, both quantitative and qualitative, to deliver actionable insights and support informed decision-making.Identified patterns and trends within data to inform strategic decision-making and business development.Presented findings and translated complex data into comprehensible reports and presentations, effectively communicating insights to stakeholders.Ensured data accuracy and validity, producing reliable analyses that supported key business initiatives.Utilized SQL, MySQL, Microsoft Office, and QueryIT for data extraction, analysis, and reporting.

Daily Operations:Oversee daily activities, manage staff, and ensure smooth operations.Customer Service:Maintain high customer service standards, address inquiries and complaints.Financial Management:Handle financial transactions, monitor sales and expenses, and prepare financial reports.Compliance and Safety:Ensure adherence to regulations, implement safety protocols, and maintain a safe environment.Maintenance:Oversee maintenance and repairs for pumps, store equipment, and facilities.Inventory Management:Manage stock for both fuel and convenience store items, and handle ordering and pricing.Marketing:Develop marketing strategies, coordinate promotions, and manage loyalty programs.Vendor Relations:Maintain relationships with suppliers, negotiate contracts, and manage fuel inventory.Security:Implement security measures, monitor surveillance, and prevent theft.Community Relations:Engage with the local community, support local events, and enhance brand visibility.Business Development:Explore growth opportunities, stay informed on industry trends, and make strategic decisions.Regulatory Compliance:Ensure compliance with laws regarding alcohol, tobacco, and lottery salesEmergency Preparedness:Develop emergency response plans and train staff on procedures.

Major Duties:Operational Management: Oversee daily operations, including cash handling, opening/closing procedures, and maintaining inventory accuracy. Ensure store readiness with proper merchandising and signage.Sales Performance: Develop strategies to meet/exceed sales targets, analyze sales data, and adjust tactics. Monitor KPIs like sales per hour and basket size to drive revenue.Customer Experience: Ensure customer satisfaction by training staff on service excellence. Handle escalated issues and promote loyalty programs and promotions.Staff Management: Hire, train, and schedule staff. Conduct performance reviews to develop team members and maintain a productive work environment.Compliance & Safety: Ensure the store complies with Rite Aid policies, laws, and safety protocols. Maintain a clean, safe environment for employees and customers.Financial Management: Manage the store's budget, control expenses, and reduce shrink. Implement loss prevention strategies to protect assets.Community Engagement: Build relationships through local events and promote health services like flu shots to increase foot traffic and customer loyalty.Success Indicators:Sales Growth: Meet or exceed sales targets, showing growth in store performance.Customer Satisfaction: Maintain high service ratings and increase loyalty program participation.Employee Retention: Low turnover and a well-trained, motivated team.Operational Efficiency: Smooth daily operations, with reduced stock shortages and shrink.Compliance & Safety: High scores on audits, ensuring legal and safety standards are met.

Store Operations Management:Oversee day-to-day store functions, including cash handling, inventory control, merchandising, and ensuring operational readiness.Implement CVS’s operating procedures, policies, and safety protocols.Team Leadership:Supervise and support store staff, including hiring, training, and development.Schedule employees to ensure proper staffing levels and efficient workflow.Conduct performance evaluations, offer feedback, and address any employee-related issues.Sales and Profitability:Develop and execute plans to meet or exceed sales and profitability targets.Monitor key performance indicators (KPIs) such as sales, customer retention, and inventory turnover to optimize store performance.Implement promotional programs and drive customer engagement.Customer Service Excellence:Ensure a positive customer experience by resolving complaints, handling escalated customer issues, and training staff on service excellence.Promote customer loyalty programs and engage with the community to drive store traffic.Inventory Management:Ensure proper stock levels and timely replenishment to prevent out-of-stock situations.Manage inventory shrinkage through effective loss prevention strategies.Compliance and Safety:Ensure compliance with all CVS policies, as well as state, federal, and local regulations, especially those related to pharmacy operations and health and safety.Conduct regular audits to ensure adherence to legal and operational standards.Financial Management:Oversee store budgets, control expenses, and manage payroll costs.Track and analyze financial reports to identify areas for improvement and drive profitability.Collaboration with Pharmacy:Support pharmacy operations by aligning store functions with the pharmacy team, ensuring compliance with healthcare regulations.

Monitor Inventory:Track inventory levels and investigate discrepancies between stock records and actual counts.Conduct regular inventory audits to detect and reduce losses caused by theft or administrative errors.Implement Security Measures:Ensure the use of security systems such as cameras (CCTV), alarms, and anti-theft devices.Oversee proper use of electronic article surveillance (EAS) tags on merchandise to deter shoplifting.Employee Training:Train staff on loss prevention techniques, including proper checkout procedures, handling suspicious activity, and managing cash transactions.Educate employees on recognizing and reporting internal theft or fraudulent activities.Internal Theft Prevention:Monitor high-risk areas such as cash registers, stockrooms, and employee-only areas for signs of internal theft or fraud.Enforce strict cash-handling protocols, including regular till checks and audits.Customer Theft Prevention:Develop strategies to deter shoplifting, including proper store layout, visibility of high-value items, and strategic placement of mirrors and cameras.Train staff to identify suspicious customer behaviors and respond appropriately.Investigate Incidents:Lead investigations into thefts or fraud, working closely with store management and, when necessary, law enforcement.Review security footage and interview employees to gather information on incidents.Enforce Compliance:Ensure all store policies related to loss prevention, safety, and asset protection are consistently followed.Conduct routine safety checks to maintain compliance with local and federal regulations.Report and Analyze Data:Maintain accurate records of all incidents, including theft, damaged merchandise, and losses.Analyze loss data to identify trends and implement preventive measures.Collaboration with Management:Work closely with store management and corporate loss prevention teams to develop and update policies and procedures aimed at reducing shrinkage.