Lake Country Property Management

Lakefront Property Specialist

Omni Channel Leadership throughout multiple locations in Northern Florida.

As Regional eCommerce Director, I developed and led a team of 8 direct reports, with 3 being promoted, while overseeing $500M in ecommerce sales. I led over 20 new online grocery launches, all opening on time and with best in class service numbers. I also assumed GM duties during 4th Quarter, allowing the store to focus on customers, and saving the pickup customer 3+ minutes in wait time. In addition, I managed the highest volume online grocery store in the Company, while meeting all performance metrics. This store became an example of growing a business without major construction/investment. Further, CSAT maintained highest Customer Satisfaction among 24 regionals.A few of my key contributions to Walmart:* Launched new Express Delivery service allowing customers to order online and receive delivery within 90 minutes, growing orders by 500% in the first 30 days.* Ranked #1 region in the Company for highest customer satisfaction and shortest wait time (3.1 minutes on a goal of 5 minutes); 1 of only 2 regionals out of 24 that were under 4 minutes.* Maintained a 95% on time pick of merchandise, driving customer satisfaction even with the challenges of no attendance policy and Covid-19.* Increased sales by 131% and grew market share by over 5% for on-line pickup during Covid-19.

In this position, I supervised a team of 4 Senior Managers, supporting 600+ stores. I collaborated with senior leadership concerning a new conceptual design, applied to future prototypes. I also launched Core Hours for 65% of store associates which led to improved work/life balance and reduced turnover by 5-10%. In addition, I implemented Daystock, Great Workplace, Front End Transitions, Electronic Shelf Labels, In-stock Assistant, and robots for scanning and cleaning floors. Further, I coordinated and led monthly Board meetings for the EVP and Regional Managers.A few of my primary contributions include:* Focused on scheduling implementation behaviors, improving weekend coverage by 8% during peak business hours.* Managed Great Workplace rollout, training 4 test markets on new structure and responsibilities, receiving feedback, and working with the product team to implement changes before the rollout.* Implemented Front End Transitions, training associates in change management and transferring workforce focus from front end to eCommerce positions (on average, shifting 4-5 associates to eCommerce Growth); Transition included cash recyclers to replace cash office and increased self-checkouts using less labor.

As Director of Scheduling Implementation, I assisted in developing workforce management to meet service delivery requirements. I also developed sound, effective communication with colleagues, customers, and suppliers. In addition, I managed the implementation of a new scheduling system in Walmart US and maintained positive relationships with Field Operations and HR throughout all implementation phases. Further, I developed and trained the Call Center staff.A few of my primary contributions include:* Planned and executed My Walmart Schedule expansion to 3000+ Supercenters and $1M+ associates.* Partnered with Academy Team to develop training content and upscale facilitators on the new scheduling system.* Supervised scheduling team for the customer service contact center, ensuring superior service.

In this position, I supported Operations and HR, leading to more effective operations. I improved HR processes by implementing strategies that supported business growth, improved morale and employee retention, and strengthened relations between staff and employers. I also facilitated the COO’s Listening Sessions and ensured that human resources initiatives were aligned with business objectives.A couple of my key company contributions include:* Key creator of the Schedule Right Review process, pivotal in having stores move the correct amount of labor to the correct job code.* Developed content and led training for New Store Managers, as well as, onboarding for New Stores and Market Managers.

I performed all activities necessary to increase employee productivity and partnered with stores during the initial store survey to identify characteristics for improvement. I also identified issues associated with the workforce planning cycle, followed by the suggestion of appropriate recommendations or improvement strategies.A few of my key contributions include:* Introduced workload-based budgets to the field for improved production.* Managed 8 direct report Senior Managers.* Communication liaison to Central Operations, serving as an effective “voice” of the field.

In this position, I developed short and long term goals and plans to achieve site objectives while improving cost-efficiency and performance. I also established and maintained collaborative relationships across all levels and departments to implement strategic solutions. In addition, I developed processes to introduce new programs and systems into the workplace.A couple of my key contributions as Implementation Director include:* Supported POC, pilot, and rollout of Topstock in NHM and Supercenters.* Coordinated and aligned with Logistics to improve store service levels and overall productivity.

I managed 11 stores with 2000 associates, while generating $800M+ in sales. In performing all activities, I consistently implemented HR Excellence and Compliance Standards. I also modeled excellent customer service standards across multiple facilities to ensure customer satisfaction. In addition, I provided guidance on executing strategic company programs and initiatives.A few of my contributions as Market Manager include:* Established track record for promoting a diverse pool of candidates to Store Manager positions.* Realized Big 3 accident rating improvement of 30%+ as compared to previous year.* Effective management led to associate survey improvement of 10% over the course of 2 years.