Program management focused on Customer Success and Associate Engagement improvement.

Led change management, KPI development, process improvement, training, field support, and profit growth.Engaged field leaders and store teams for new program development, training, and delivery of support. Created cross-functional partnerships with E-Commerce, Human Resources, Finance, Supply Chain, IT, Merchandising, Allocations, Strategy, Store Planning, Legal, and Loss Prevention groups on store operational initiatives. Reduced operational square footage in new store prototypes to support increased selling square footage. Coordinated a field leadership effectiveness program with Regional Vice Presidents to reduce task-oriented activities and reinvest time in people development. Built KPI reporting and analytical tools targeting operational compliance and profit improvement.Selected Contributions:• Spearheaded $20M savings and 9%-14% annual productivity improvement from stock-flow process design and implementation• Increased both cashier speed by 10% and customer survey wait-time scores by 12% through program redesign• Achieved 3% comp sale increase from a salesfloor maintenance program and an 8% increase in customer feedback scoring on store appearance

Subject matter expertise to profitable store operations projects.Managed multi-phase projects for various clients, including Merger and Acquisition, IT Strategy, and Process Improvement projects. Cultivated long term strategies for customer engagement through the creation of observation tools and methodology to capture in-store processes, customer interaction, associate time utilization, and management.Selected Contributions:• Generated $50M in labor savings through process design enhancements for merchandising and product flow.• Accomplished a 2% comp store increase by bolstering store in-stocks from the implementation of an inventory control and compliance program for a discount retailer with 250 locations.• Slashed customer wait time by 43% through the construction of an Omni-channel fulfillment process for a luxury retailer.

While working at Kohl's, I supervised a staff of 65 associates, three hourly managers, and two salaried managers. I completed monthly assessments which focused on merchandise presentation, staffing, operational performance, executive training, and financial results. I streamlined the bi-annual succession of meetings with store management teams in an effort to locate bench strengths and opportunities.

Led logistical operations for a $100 M volume storeDirected merchandise flow, replenishment, store signage, and monthly merchandise resetsManaged entertainment zones for 24 Target locations ranging in annual sales of $5 - $18 MEngaged store teams through frequency of visits and remote follow up on adherence to operational processes and sales-driving initiatives