Vi Nguyen Email and Phone Number

• Interviewed and scheduled onboarding for new team members. During our high-volume seasons, this included up to 100 new employees.• Implemented new customer experience practices, increasing store's customer satisfaction survey results from 90% to 95%.• Oversaw our customer experience efforts, maintaining our 95% satisfaction score for 2 consecutive years - setting a new record for the store.• Continuously iterated on how to successfully manage competing priorities with a strong focus on the customer experience. • Generated reports on customer survey results, sales, returns, and credit goals to identify room for opportunities and steps to take to improve. • Managed 60 of 150 store employees with a key focus on customer experience, sales targets and team morale.• Ran monthly competitions to help incentivize employees to hit their goals, partnering with management to have budget approved for prizes and celebrations.• Delivered the highest level of customer service by supporting Kohl’s “Yes We Can” culture as well as made sure every customer was acknowledged, responded quickly to any questions, and effectively resolved any issues.

• Led a team of 10+ employees as manager on duty, ensuring customer experience was always our main focus and priority.• Mentored all associates on the importance of key performance indicators such as conversion and UPT (units per transaction) as well as how to maintain them.• Personally followed up with customers to ensure 100% satisfaction with both their store experience and purchases.• Managed the visual and merchandising department of responsibility by setting up the store according to plan or determine ways to help generate and boost sales.• Trained and facilitated orientations for new hires.