Andy Waller Email & Phone Number

Atlanta, GA, US

Oak Brook, IL

Kennesaw, GA

• Oversaw day-to-day operations for 860+ Pep Boys consumer auto parts stores and AutoPlus B2B locations across the U.S., delivering revenue, profit, and customer experience expansions through strategic initiatives
• Optimized promotional / pricing strategies, reduced price modifications, improved shrink controls, eliminated non-compliant operating expenses, and implemented payroll reductions by outsourcing delivery driver.
• Upgraded the B2B customer experience by incorporating a commercial account management rotation into the assistant manager career path, redesigning the leadership incentive plans to payout based on commercial sales.
• Transitioned 200+ strategic market stores to a third-party last-mile delivery program, augmenting capacity in understaffed stores, reducing costs by $6k per FTE, and eliminating liability risks and insurance claims
• Architected a solution selling training and measurement program, elevating customer average purchases by 6.8%
• Implemented a sales floor / online channel strategy that drove an increase in SEO / SEM efforts, enhancing competitiveness with online mass merchandisers and enabling the expansion of store display space for top sellers

Atlanta, GA

• Strategized, planned, managed, and directed operational activities related to sourcing and delivering reliable, prescreened employees to major business clients of a $22.9B global provider of Human Resources services
• Optimized the Vendor Management System (VMS) delivery strategy by activating an offshore sourcing program that streamlined prescreening processes, leading to a 73% improvement in assignment starts
• Established performance metrics and goals to align sales expectations with operational execution / SLAs, significantly increasing revenue and talent on assignment to flat YOY comparisons from (19%) in nine months

Atlanta, GA

• Provided operational leadership for a 70-member team that oversaw installation, repair, and remodeling services, with responsibility for technology planning / implementation, vendor management, regulatory compliance.
• Led the design, testing, and implementation of a CRM solution for consumers of Home Services (MyInstall), achieving a 10% reduction in customer satisfaction markdowns and 2100 bps improvement in email capture
• Developed an online capability for consumers to view availability and schedule appointments with Sales Specialists and Designers, contributing to an incremental $12MM in sales from online appointments
• Designed and implemented mobile transaction capability and KPI reporting for Service Providers, improving Installer Voice-of-Customer scores by +200 bps and reducing fax / document handling costs by $700k

Atlanta, GA

• Managed a 7-9 store district with 1,700 associates and $240MM+ in product and services revenues, with full P&L ownership and accountability for business planning, sales, forecasting, team building, merchandising.
• Streamlined the specialty project workflow with escalation paths to improve customer communication / follow-up, resulting in region-leading sales growth of 107.1% vs plan and average unit retail improvements of 8.2%
• Enhanced the district’s focus on customer needs and expectations, ensuring store appearance and in-stock position aligned with priorities, leading to Voice-of-Customer scores of +9.0 for the first time in company history
• Developed and implemented a restocking fee acknowledgement process for returned merchandise, contributing to outperformance of YTD turns by 40 bps and gross margin plan by $2.7MM

Greater Atlanta Area

• Oversaw management and associate teams for a 34-store chain that targeted an upscale home remodeling market, with responsibility for strategic planning, daily operations, sales / profit performance, and customer service
• Defined and executed an in-house labor model that delivered payroll productivity gains of 6% and an overall payroll reduction of $3.5MM while maintaining favorable net promotor score (NPS) trajectory
• Developed and launched a national manager-on-duty program that outlined roles and responsibilities for all in- store salaried managers, resulting in improved Voice-of-Customer scores

Fairfax, Virginia

• Led a team of 180 associates in the operation of a 90,000 square foot design center, with full P&L ownership of $44MM+ in service and product revenues and accountability for sales, visual merchandising, loss.
• Collaborated with store leadership team to plan and execute a major turnaround of the design center that shifted the full-time / part-time ratio from 70% / 30% to 40% / 60% to improve staffing flexibility during peak.
• Established a strategic business partnership with a neighboring big-box retailer, exposing the leadership team to customer follow-up and consultative selling techniques which led to improved levels of customer service

Chicago, IL

Guided store manager training program

Hoffman Estates, IL

• Mentored individual project teams from initial Six Sigma training through Green Belt certification, providing direction in the execution of a continuous improvement strategy focused on efficiency and cost savings
• Applied the Six Sigma DMAIC methodology to streamline the carry-in repair process and improve data integrity for warranty service, resulting in a $13MM increase in warranty claim payouts

Barrington, IL

• 1998-2000:
• Led retail originations and underwriting teams as large as 70+ associates, responsible for 54% of North American originations
• Delivered cycle-time, compliance, and customer satisfaction improvements by designing and implementing process and system enhancements as the retail underwriting process owner 2000-2001:
• Co-designed competitive and profitable lease and loan products leading competitive benchmarking, pricing analysis, and market segmentation exercises
• Achieved Six Sigma Green Belt certification after successfully completing required DMAIC projects