Serah Na Email & Phone Number

Bellevue, Washington, United States

Seattle, Washington

Oversee day-to-day operations for a high complexity café and a drive-thru Starbucks store, maintaining a high rating as one of the top five stores in the district (sales and cost-of-service delivery (COSD)). • Community Management & Engagement: Collaborated with teams to develop strategy and implement activities to connect employees and build the business. Focused activities on retaining both customers and partners and drove community support initiatives. • Partner Relations & Development: Significantly reduced number of negative customer experiences. Increased partner retention, business growth, and customer satisfaction scores by leveraging hands-on leadership techniques to enhance partner buy-in and establish credibility.• Team Building: Utilized and demonstrated effective management principles to create and maintain a successful store team, resulting in an environment where partners are valued and respected. • Technical Support & Troubleshooting: Assigned to test the new schedule/payroll system (Teamworks) prior to global rollout. Provided feedback and recommended areas of improvement to streamline the transition process to all Starbucks locations. Offered system support and troubleshooting to other managers in the district. • Business Development & Growth: Cultivated inter-team relationships, hired new partners to fill gaps, and trained partners on proper health code standards and maintenance. Efforts resulted in a significant growth in sales, COSD, and customer connection scores (a 42-point improvement in customer satisfaction). Partner retention rates stabilized, and the business location passed all health audits.

Seattle, Washington

Interfaced with cross-functional teams to develop and drive operational opportunities pertaining to the closure of 300+ Teavana stores. Ensured compliance and completed deliverables within allotted time frame in collaboration with other departments on various reports and improvement initiatives. Delivered reports on metrics and data to all levels of management and developed and executed process improvements/enhancements. • Process Reengineering: Collaborated with various departments to ensure seamless closing procedures including the creation and distribution of discount codes for stores and their partners. • Financial Management: Served as a new member of the Starbucks Corporate Finance team and researched and compiled confidential information from multiple departments for a specific, sub-company of Starbucks to be routed to a buyer. • Operational Excellence: Enhanced effectiveness of communications between store locations and field leadership/retail partners through the identification and simplification of process improvements relating to the closure of Teavana.

Seattle, Wa

Launched a new, innovative customer sales experience for Starbucks’ new concept store, Teavana. Developed and adjusted the schedule to address current in-store business and traffic needs based on the analysis of reports that detailed service metrics. Drove visual merchandising, operations, and payroll management to positively influence business growth. Utilized pars, selling reports, and P&L statements to maintain proper store inventory levels. • Recruiting & Hiring: Functioned as the district-wide subject matter expert (SME) on acquiring and training of talent; developed innovative strategies to recruit qualified staff. • Succession Planning: Assisted 15 partners in finding placement at Starbucks locations to include three (3) executive-level positions after Teavana closed. • Team & Performance Development: Partnered with the Corporate Retail Operations team to develop and optimize customer sales experience and the subsequent field-wide rollout of training guides.

Tacoma, Wa

Fulfilled inventory management functions and oversaw loss prevention through effective management of incoming shipments. Adhered to visual and merchandising standards while arranging new shipments in an aesthetically pleasing way to increase sales. Managed and executed 100% completion of shipments within the allotted time frame. • Building Management: Hand-selected to participate in store setups and executed store remodels throughout Washington and Oregon.• Resource/Materials Management: Supervised incoming shipments using BOL and executed inventory management, shrinking out any defective merchandise/product to ensure inventories remained current and accurate.

Tukwila, Wa

Scheduled associates to ensure adequate coverage of the location at all times, assigned associates to specified locations within the store, and conducted performance evaluations. Utilized professional judgment pertaining to sell through items and adhered to the company’s visual merchandising standards through the completion of store sets. • Staff Training & Development: Coordinated and facilitated training for partners and team leads on customer service, operational excellence, and visual standards.• Gap Analysis/Reduction: Closed a $600K deficit gap by $350K within a six (6) month period through the use of several successful strategies.