Skupos was acquired by PDI Technologies in August 2023.Took over the Operations and Customer Experience Team in addition to running the People Team. Overseeing 60 employees, including an offshore customer experience hub in Manila, PHL. Operational Impact: set goals for the future of the company and evaluates performance to check whether certain goals are achieved. Oversee, implement, and evaluate operation processes and procedures to see if they comply with the set standards and procedures of the company. Additionally, I lead in developing strategies and implementation plans to enhance and standardize all units of operations. Decreased overall Tech Stack spend throughout the company by 21% and decreased payroll spend (while bettering results) by 28% within my Orgs. Customer Experience Impact: Maintained a 92%+ CSAT score, drove a world class churn monthly rate of 1.5%>,supported growing the retail customer base by 1,000 stores. Performance managed and promoted strategically to build the most high producing CX team.People Impact: Hired 47 people in 2022 and onboarded successfully. Led talent sessions with Executive team to support professional growth, engagement and run strategically leaner teams due to the economic environment. All while increasing output, results and ended in January, 2023 with a 88% overall engagement score. Including a 92% "They would recommend Skupos as a great place to work."

Provided guidance and direction to C-Level management on sensitive employee relations, compensation, Org Chart planning, performance management, employee relations, HR Operations and training & development.Facilitate the development and execution of significantly enhanced talent management and retention strategies and processes.

Led the People and Talent Acquisition Team. My core mission is to make sure all of my employees are happy and create a productive environment. I was an essential voice in the organization’s talent strategy and helped formulate plans to utilize the workforce and its talents best.I was responsible for developing and implementing strategies to attract, develop, motivate and retain top talent. I led the hiring process, candidate and onboarding experience. We had a 96% satisfaction rate for newly onboarded employees.

Influenced and provided best practice solutions to Executives around People Strategy. Reported directly to COO. Drive the change management efforts, and promote the use of tools/technologies to gain efficiency in delivering & enhancing people's experience across the organization. Focused on talent management, talent density and executed company's first Performance Review Cycle. Coach and advise Executives and establish the employee experience with a strong focus, an environment of collaboration and enablement, effective and successful performance, and continuous improvementStrategize and drive various initiatives for the smooth functioning of the organization. Proactively identify and solve challenges resulting from working remotely or otherwise. Contribute to regular meetings with the leadership team to share the latest happenings and insights. Coordinate and support initiatives such as performance reviews, training programs, engagement surveys, career development plans, and local policy creation and maintenance.

I oversaw 150 onsite employees in SF + Denver; and focused on creating a positive work environment that improved individual well-being, productivity, and organizational effectiveness. I connected employees to their workplace through high-touch services, virtual and in person events and world-class amenities. My goal was to create a workplace where employees felt valued, engaged, and motivated to perform at their best.Guided the company to a full remote culture due to Covid-19. I adjusted quickly, creating connection, community and culture virtually. Organized weekly events to keep our teams engaged. Kept the employee base calm and supported through an unknown/scary time, seeing engagement scores go up +8 and employee output increase.

Fully responsible for leading and driving daily operations within two multi-million dollar WeWork locations in Denver. Led a team of 8 top performing senior leaders and was responsible for over 2,000 members. Led the Mountain West region in member retention, 90%+ satisfaction, operational excellence and served as a training site for Mountain West locations. Promoted 4 employees within my year of leadership. First Community Manager to run two buildings and do it successfully. Drove employee engagement and foster an environment where team members are accountable for delivering exceptional customer service experiences. Provides strategic direction, leadership and coaching to employees who deliver and manage the day to day. Communicates goals, initiatives, project updates to team, client, and functional leadership. Manages daily operations, resource allocation, and continuous process improvement. Monitor controllable expenses to ensure financial targets are met or exceeded. Review and monitor sales and service performance against plan to identify gaps, issues and best practices; develop and implement action plans to close the gaps and resolve the issues. Monitor and analyze key metrics, customer feedback, and direct in house observations so that data- driven decisions are at the foundation of business decisions.Build and sustain a diverse team of talent who successfully and consistently deliver on objectives related to operations, service and sales. Provide leadership and direction to employees so that individual and/or team duties and responsibilities clearly align with the organization’s mission and goals.

Transferred to the Denver market to oversee a Super Center for this iconic and distinctive brand. Formulated strategic plans to build store brand and maximize the shopping experience. Closely collaborated with headquarters, group partners, regional partners, and city officials to plan and orchestrate the recovery and reopening of the store after it was devastated by a natural disaster. Managed projects with fluctuating priorities in a rapidly changing business environment. Oversaw, led, and directed operations that generated $48M+ in annual revenue while implementing strategies to boost profitability. Managed the partnerships with vendors and the store team to guarantee the successful completion of the renovation project. Built, coached, mentored, and managed a multifaced staff of 7 assistant directors and 300 team members.Managed the grocery experience while overseeing the food and beverage operations and ensuring alignment with operational and safety regulations.Leveraged various promotional campaigns to win back guests, increase sales, and rebuild brand loyalty after the store renovation.

Advanced through rapid promotions to oversee the entire store and provide strategic, financial, and operational leadership in alignment with organizational vision and values. Ran the day-to-day store operations in addition to hiring, training, and mentoring all new store directors. Led a team of 200 and encouraged staff to go above-and-beyond to enhance the guest experience. Maximized profitability and generated $42M+ in annual sales revenue while optimizing the customer experience.Held accountability for 110K+ SKUs while also implementing effective inventory practices that maintained the “out of stock” rate at up to 37% below the rate of other stores. Oversaw, led, and directed the internship program and managed the training of all new enrollees.Served as the pilot store for testing the new direct shipping program which successfully generated $4M+ in revenue and prompted Target to expand the shipping program to 900 other stores based on the amazing results.

Promoted to lead on of the top 5 highest grossing stores in the Target family. Managed all the moving components involved in day-to-day leadership, including walking around the store, sales analysis, recruiting, staff development, strategic planning, forecasting, inventory management, payroll, and merchandising. Planned, organized, and executed special sales events while also ensuring guest security and safety. Distinguished in the top 20 of the highest volume stores in terms of inventory.Led store operations that generated $105M+ in annual revenue and held the position as the #5 revenue-generator in all of Target stores. Spearheaded and led all merchandising operations across 40+ departments.Surpassed other stores for Black Friday revenue achieving $1.5M+ in 2 days and earning a top ten spot in the company for generating the most revenue.Directed, managed, and motivated 5 Executive Team Leaders, 20 Team Leaders, and 120+ team members. Trained and developed other senior merchants around the Bay Area.

Selected to open a new Target location which included an onsite Starbucks café. Opened a brand-new city store-the first city store for Target Corporation in the area. Obtained various licenses and worked collaboratively with city officials to ensure compliance with legal and regulatory standards. Built brand awareness and brand loyalty by attending various programs within the community and conducting meet and greets with the mayor. Oversaw and managed daily operations, including hiring, training, and developing new staff in addition to managing the guest experience. Recognized as the most successful city opening beating all forecasts and predictions. Achieved $55M+ in annual revenue and oversaw a multifaceted and dynamic team of 52 employees.Ran the largest in-store Starbucks out of 1800 stores generating $1.2M+ in annual revenue. Welcomed up to 4200 guests and prepared cashiers to deliver the highest levels of customer/guest service and satisfaction.Recruited and hired talented staff from the surrounding community to revitalize the local job market.

Provided steadfast leadership in the capacity of Assistant Store Manager accountable for training and developing store leaders. Hired, trained, and coached staff, while also leading a staff of 3 Directors and 35 Team Leaders. Managed and improved the guest experience and maintained clothing brands. Spearheaded the entire apparel division which achieved $14M in annual revenue. Served as Store Manager several times per week with accountability for the entire $62M+ store operations.