• Develop and maintain the VP and/or other Senior Executives calendar consistent with the VP and Senior Executives priorities; schedules appointments, meetings, conferences and speaking engagements; shift or refuse appointments; and accept or decline invitations to meetings. • Work closely on projects to secure and coordinate the compilation of information from knowledgeable experts, organize data and develope materials for use as a basis for briefings or discussion in meetings. • Screen all calls and visitors, answering questions and completing business involving established policy or routine matters without referring people to the VP GM. • Review outgoing correspondence for spelling, typographical errors, and conformance to formats and procedural requirements. Review and process incoming and outgoing correspondence, materials, publications, regulations, and directives. • Make all necessary domestic arrangements for travel, arranging schedule of visits, making transportation and hotel reservations. • Maintain an exemplary level of customer service with customers, staff, and Senior Executives. • Use corporate credit card for expenses and prepare monthly expense reports via Concur system. • Excellent keyboarding skills and knowledge of Microsoft Office programs. Work under pressure by using time management skills. • Maintain high levels of confidentiality for all levels of Senior Executives and VP. • Consistently maintain high levels of attention to detail and have a key ability to quickly adjust to change by using problem solving skills. • Act as a liaison between the VP and subordinate managers by providing accurate, timely advice on procedures, reports, requirements, and other matters as necessary. • Proactively contribute in a fast-paced, dynamic office environment. Flexible, adaptive, and resourceful problem solving with a bias to action. • Order office supplies and maintain office equipment.

• Monitor store budgets, manage expenses, and process payments: Store operating expenses, capital expenses, project related expenses & department expenses• Facilitate the employee life cycle through recruiting, on-boarding, employee engagement, annual evaluations and processing terminations. Manage HR compliance requirements including I9 and E-verify processing• Coordinate and collaborate with management team by conducting team meetings to identify sales opportunities and streamline processes for assigned projects• Manage the facility and vendor relationships including: office supplies, phones, computers, office equipment, and overall building appearance (Correspond with vendors to facilitate repairs and maintenance)• Manage and maintain office technology by providing basic IT support, troubleshooting technical needs and working with internal EIS IT department to resolve network issues• Assist with A/R & A/P functions including billing, collections and cost controls• Work with Store Manager, Assistant Managers, and office staff to refine office policies and procedures, maintain office records, timesheet management, coordinating the purchase and maintenance of office equipment and supplies, and maintaining general office tidiness

• Ensure sales floor exceeds Company Standards with regards to merchandising, visual presentation and housekeeping • Provides constructive feedback and coaching to team members to address performance concerns and encourage continued growth and development• Act as a role model for the customer merchandise team by consistently exhibiting best practices and providing on-going training with regards to customer service and profitable sales generation• Develop a strong knowledge of Company products, including sizing, materials, construction, inventory level and sales trends and effectively communicates such information to team and members in order to generate sales• Handle escalated customer service issues or concerns by using conflict resolutionPromoted to Operations Manager

• Follow the monthly Sales Plan guide to develop and prioritize action plans with timely follow up• Inspect departments and consults with associates daily to identify opportunities and develop and prioritize action plans with timely follow up.• Select, develop and manage performance of individuals and team, measured by appropriate performance reports/scorecards/dashboards• Attract, hire and on-board store staff as measured by appropriate performance scorecard• Execute the client’s (brand/business) plan consistently across departments and provide ongoing fact based feedback to Store Manager and appropriate business including competitive intelligence• Focus and invests time on customer facing activities including selling and operational support processes• Monitor and proactively addresses outliers in customer satisfaction, sales, profit margin, operation process, and compliance against plan or established standards including unit integrity and seasonal merchandising• Analyze supply and demand inventory levels in an effort to maintain inventory requirements to increase sales and profit for the organization

• Ensured all proposed and actual changes to program technology and documentation were properly approved and tracked• Develop and implement compliant Configuration Management processes• Conducted end user testing to improve systems and implement new technology• Responsible for creating, editing and publishing technical policies & processes• Scheduled project meetings and training with Subject Matter Experts and Project Managers • Performed periodic audits on CM processes and procedures submitted by SMEs • Responsible for coordinating changes across the organization, to ensure correct procedures were followed and changes were accurately recorded, scheduled and controlled• Maintained mutually beneficial relationships by coordinating efforts for problem solution via cross functional departments• Recommend new approaches, policies, and procedures to effect value creation and efficiency within the company• Assist in the development, consolidation and maintenance of IT documentation• Served as a liaison between end users and project staff. Worked with project staff to convey user requirements. Under guidance of the Business Manager and Project Manager coordinated and managed project status and deliverables, correspond all updates with department Director • Coordinated test plans, test validation, and supported user acceptance testing (UAT)• Ensured delivered IT solutions meet or exceeded customer’s expectations• Responsible for managing the ITSM ticketing tracking database and ensured prompt attention to work orders and closure of all tickets on a daily basis, either through assignment to appropriate SME, or Service Desk Specialist • Provided general administrative support, including note-taking at meetings, typing, faxing, photocopying, and distributing materials• Scheduled and coordinated meetings, teleconferences, and maintained group and manager's business calendar• Produce and summarize reports, analyze data to determine trends

Senior Customer Service Representative 2009-2011•Contribute to team effort by using negotiation and closing skills to exceed sales goals and •Participate in developing department goals, objectives, and systems•Keep inventory of supplies and order when necessary•Assess individual and team performance and, where applicable,partner with supervisor for performance management plans to narrow competency gaps•Manage supervisor schedule via Outlook calendar and schedule conference calls•Participate in ad-hoc customer service projects to improve member loyaltyCustomer Service Supervisor 2007-2009•Support, supervise, coach, develop and provide leadership to effectively manage the customer service and sales support activities of the department to achieve key sales and performance standards•Remain updated on new and current products and services, industry andcompetitive trends, and reinforce findings with the team•Evaluate staff performance through appraisals and performance improvement plans. Complete and administer annual performance reviews•Use CSR productivity metric reporting and Quality Audit scores to measure performance •Prepared work schedules and staffing based on budget and needs of the business•Remediate escalated customer grievances through sound judgment and consultative measures, and recommend new procedures to prevent similar issues•Partner with senior leadership and cross functional groups to manage the day-to-day operationsInformation Support Line Specialist 2001-2007•Subject matter expert for internal T-Mobile company related policy questions•Research business information and data content issues to solve problems•Identified pattern usage, as well as identifying opportunities to improve process/program efficiency and effectiveness using company data base systems•Diffuse difficult customer billing issues by using tactful conflict resolution skills•Mentored CSR’s for career development