Zachary Cooley Email & Phone Number

Denver, Colorado, United States

Denver, Colorado

-Build a team of passionate and knowledgeable Guest Advocates and Service and Engagement Leaders who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction, and service recovery.-Drive total store sales, understand your role in sales growth, and how your departments and team contribute to and impacts total store profitability.-Anticipate staffing needs, talent plan and recruit - both long and short term.-Manage leaders to follow up on training completion, check for understanding, and provide continuous education opportunities to drive proficiencies for all front of store experiences.-Engage in consistent and meaningful development conversations throughout the critical touch points within Service and Engagement Team leader career path.-Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture.-Establish a culture of accountability through clear expectations and performance management (observe, recognize and coach) on critical Service and Engagement behaviors.-Understand business reporting and guest insights to understand, troubleshoot and follow up on opportunity areas.-Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest.-Create schedules that follow the scheduling allocation and guidelines to support peak traffic times, key holiday events, and weekends.-Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales.

Denver, Colorado

-Drive customer loyalty programs that support passenger retention and company profitability.-Seamlessly blend aspects of safety and world-class customer service on a daily basis. -Demonstrate an understanding of world cultures to provide safety and confidence for all passengers. -Represent the brand on a global scale by exemplifying fashion-forward uniform standards and genuine compassion for the flying public.

Sheridan, Colorado

-Oversee department processes that account for 20% of store sales and approximately $9 million annually.-Proactively merchandize product to drive sales and maintain compliance with company directives.-Inspire a team of up to 15 hourly employees and assist them in personal/professional development through regular meetings and mentoring.-Lead up to 50 team members across departments during Team Leader on Duty (TLOD) shifts to increase store productivity and foster a culture of accountability and teamwork.-Interview, coach, and lead through innovative department processes, and motivational management.

Sheridan, Colorado

• Managed and motivated a team of up to 35 hourly employees.• Created a motivational culture around credit/debit card sales that held my leaders, peers and team members accountable in orderto reach corporate goals.• Increased credit/debit card sales metrics from 1.5% to 2.74% YTD in order to meet district goals.• Controlled department budgets by overseeing supply management and ordering.• Created weekly schedules that maximized productivity and minimized payroll spending, while ensuring that key team playerswere scheduled during peak hours.• Directed cash office operations including store deposits and cash handling.

Sheridan, Colorado

As a Guest Service Attendant (GSA), I distinguished myself by providing great guest service and creating monthly contests to drive credit and debit card sales at the front end. Some of my responsibilities included:*Managing the front lanes and ensuring fast checkout*Driving Credit and Debit Card Sales*Responding to guest issues *Cash handling*Running the One Hour Photo Department

Sheridan, Colorado, United States

Maintain front of store brand, and provide exceptional customer service wherever needed.

Bachelors, Organizational Communication, 3.75

Activities and Societies: Metro State Pep Band, Alto Saxophone

English Secondary Education

Activities and Societies: Residence Hall Association, Pride of the Rockies Marching BandI dove in head first when I arrived.