Tolly Harris Email & Phone Number

Knoxville, Tn, Us

Knoxville, Tennessee, United States

Leads a team including two Vice Presidents, four Senior Directors, and two Directors, directly reporting to the CEO. Transformed team members into high achievers and effective leaders by enhancing leadership, communication, and collaboration, aligning them with clear goals and our vision, and fostering a culture of excellence and strategic improvement.Revolutionized the customer experience through 1000+ team members while transitioning to efficient outsourcing in the Caribbean and the Philippines.Directs total operations encompassing quality assurance, logistics, fulfillment, facilities, security and more, including maximizing the performance and maintenance of an advanced automated fulfillment system.Serves as the executive sponsor and liaison for the Private Label Credit Card program with Synchrony Bank, significantly enhancing financial metrics.Implemented Cisco and Zendesk systems for comprehensive support.Directs the highly profitable Warranty Program, achieving a 400-basis point improvement.Launched the JTV Rewards Loyalty Program, increasing customer retention.Directs the 'Customer Voice' initiative, integrating feedback analytics and the Mystery Shop Program for strategic insights.Efficiently negotiates and manages key contracts with major partners and service providers.

Knoxville, Tennessee Area

Charlotte, North Carolina

Managed a team that supported 305 stores and over 25K employees.Administered a $300M PR budget, optimizing workforce scheduling and productivity.Streamlined the severance process and introduced a comprehensive Employee Assistance Program (EAP).Grew customer satisfaction across 305 locations, aligning with Nordstrom as top service provider in 2012 NPS Benchmark.Led major initiatives including a Six Sigma Improvement Project and a $5M Workforce Management Vendor Selection.Oversaw the integration of Parisian into Belk, managing compensation, productivity, and payroll conversion.

Birmingham, Alabama

45 locations, 5000 employeesPlanned, Directed, Communicated, and Measured Company HR Initiatives including Recruiting/Interviewing, Hiring, Compensation, Labor Relations, Productivity, Reward/Recognition, & Compliance Management.Executed Performance Appraisal Process (Exempt & Non-Exempt) & Succession Planning.Lowered and Maintained Turnover and an industry best.Improved open positions to less than 2% of planned/budgeted positions.

Birmingham, Alabama

Responsible for On-Boarding and Training/Development of all associates, up to and including executive level. (exempt & non-exempt)Directed and Implemented all training/development for entire company. (Systems Training, Core/Soft Skills, Leadership Development, etc.)Authored many internal training programs - "Coaching To Win", "Counseling for Performance Improvement", "Productivity Management", "Business Analysis", etc.Master Level Trainer - Facilited many Train-The-Trainer programs including Recruiting & Interviewing, Communication Skills, Conducting Performance Appraisals.Certified in Franklin Covey training programsDeveloped Computer Based Training Programs

Mobile, Pensacola, Atlanta, Dayton, Cincinnati

Regional Manager of Human Resources & Training/Development (15 locations)Regional Director of Loss Prevention/Operations (10 locations)Store Manager - Multiple Locations (75-200 associates) ($12m - $30m in annual sales)