Owner of Grocery Outlet of Overlea in Nottingham, Md.

In training program to apply for ownership of a Grocery Outlet - Bargain Market. With hopes to own my own store by the end of 2024.

Run day to day operations of the OOH marketing LinkNYC Kiosks in the 5 boroughs of New York City. Improved repair productivity in the first 12 months by 66%. Transitioned Ad screen repair from external vendor to internal labor saving approximately $500k a year in expense.

In my current position, I spearhead operations across a thriving retail environment, leading a team of 150 associates and managing daily procedures throughout 13 departments. I oversee stocking and cashier activities, delegating tasks, prioritizing assignments, and directing workflows. I also provide coaching to boost associate performance improvement, as well as coordinating training and staff development opportunities. I lead my team to offer exceptional customer service and excellent shopping experience. A few of my accomplishments include: • I achieved record sales throughout pandemic, keeping store open and maximizing profits with +$1.2M in sales weekly.• Complete resource management, assisting with payroll and sales forecasting to determine staffing levels fall within budgeted goals and estimate future growth needs.• Control repair costs and prevent product loss through strict monitoring of all receiving, sanitation, refrigeration, and HVAC systems.

At Oxi Fresh, I lead daily activities and supervise a staff of four to deliver exceptional carpet, upholstery, and tile and grout cleaning services. I manage staff scheduling, payroll, and accounting, as well as control budget management and sales and revenue tracking. I guide organizational culture and vision, strategizing sales and marketing initiatives to boost profits, as well as uphold high standards of customer satisfaction, promoting client retention and positive reviews. Some of my achievements include:• Built the business from the ground up, developing and implementing processes to maximize efficiency and productivity.• I realized a 30% year over year (YOY) growth overall, with 20% YOY growth within years 2 and 3, while operating on part-time basis and navigating global pandemic crisis.• Averaged 40% monthly returning customer percentage by offering exceptional customer experience.• I successfully maximized customer service standards to maintain a World Class NPS over 90 and outstanding Google review rating of 4.9.

In this role, I oversaw four offices with +300 associates, guiding field operations for central and southern New Jersey. I directed office staff and on-site technicians providing installation and service for video, voice, and data products. I was able to assess operational procedures, collecting and analyzing data to design and employ process improvements. I also drove efficient change management, leading teams to streamline workflows and boost client satisfaction. A few of my accomplishments include:• I reduced monthly service call rates from 15% to under 8% by emphasizing quality improvements and applying advanced testing standards at each visit.• Boosted the drop-system quality, requiring out of specification device repair to minimize daily failing jobs from 40 per day to 1-2 daily.• Improved the NPS from the low 60s to +70 by training technicians on customer service skills, collecting and analyzing customer data consistently, and providing incentives for top performance.

At Mediacom, I managed regional technical operations and engineering departments across the Southeast, covering systems in FL, GA, AL, MS, NC, and DE. I conceived multimillion-dollar capital and created expense budgets for systems, overseeing budget management and financial analysis. I also strategized efficiency initiatives to reduce costs in system repair, resolving network issues, and contract-labor expenses. Some of my achievements include: • Advanced the NPS from -20 to +3 over four quarterly surveys, launching customer-skills training for staff with specific focus on quick issue resolution within one attempt.• I championed quality and training of workforce to reduce repeat calls, retaining lowest Video on Demand (VOD) ordering-error rate, significantly diminishing credits given, and expanding customer satisfaction and internet reliability by cutting over utilized ports and reducing overtime spending.• I was promoted through roles of increased scope and accountability, moving to operations role from Director of Engineering position and performing both jobs for one year.