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Skills

  • Operational improvement
  • Multilingual communication German
  • Inventory management
  • Supplier relationship management
  • Customer satisfaction improvement
  • Payroll budget management
  • Supply chain optimization
  • Problem resolution
  • Marketing strategy
  • Customer service optimization

Work Experiences

  • Returned change and currency and processed debit and credit card payments with a 7% accuracy rate.
  • Achieved Employee of the Year recognition by exceeding sales targets across the Tableau department in 2018.
  • Taught employees how to deal with difficult customers and difficult situations.
  • Exceeded sales targets and met business objectives by motivating employees and promoting targeted products.
  • Focused on completing timely performance evaluations, providing positive feedback, and rewarding superior performance when recruiting and retaining top talent.
  • Was in charge of end-to-end stock management, which included incoming inventory inspection, shelf merchandising, and shrinkage prevention.
  • Achieved results within 18 weeks post-launch.
  • Greeted customers and assisted them with product questions, selections, and purchases, both in-store and online.
  • Conducted research to find appropriate answers to customer questions.
  • Achieved 50% year-over-year growth.

Summaries

  • Head of Store with 15 years of successful vendor management and team leadership experience.
  • Adept at optimizing store layouts to enhance foot traffic by 61%.
  • Loss prevention, recordkeeping, and team leadership are all skills she possesses.
  • Expert at resolving complex problems and implementing proactive operational changes.
  • Achieved 76% reduction in stock shortages.
  • Achieved a 31% sales increase in the following quarter.
  • Proven track record of exceeding sales targets by closely monitoring employee performance and coaching salespeople on how to sell more effectively.
  • Achieved a 66% decrease in customer service complaints.
  • Achieved over 12 internal promotions.
  • Forward-thinking and hardworking, with a diplomatic communication style aimed at increasing customer engagement and satisfaction.

Accomplishments

  • Collaborated with finance departments to manage a 11% reduction in operating costs, while continuing to improve service and product offerings.
  • Fostered bilingual customer service training (in Mandarin and English) for staff, resulting in positive customer feedback from diverse client segments.
  • Streamlined stock receiving processes with ServiceNow, improving inventory accuracy by 68% and reducing stockout occurrences.
  • Spearheaded a cross-functional initiative to implement self-checkout stations, leading to a 20% decrease in checkout times and positive customer feedback.
  • Reduced shrinkage by 59% through the introduction of loss prevention protocols and advanced inventory tracking systems.
  • Directly managed day-to-day operations for a 12-square-foot retail store, achieving a consistent 51% increase in year-over-year sales.
  • Expanded store hours to capitalize on customer demand, driving a 53% boost in late-night traffic and overall profit growth.
  • Managed a payroll budget of $12 while maintaining staffing efficiencies through optimized scheduling and workforce management.
  • Developed key partnerships with local suppliers, resulting in an annual procurement savings of $7 and improved product offerings that boosted customer satisfaction.
  • Analyzed customer feedback data to drive iterative improvements in store layout and product placement, leading to a 28% uplift in product per square foot sales.

Affiliations

  • American Marketing Association (AMA)
  • Certified Retail Operations Manager framework
  • Global Retails Alliance (GRA)
  • Freemason
  • American Marketing Association
  • Retail Merchandising and Store Operations Association (RMSOA)
  • Small Business Supply Chain Coalition (SBSCC)
  • Sales Management Association (SMA)
  • Society of Human Resource Management
  • International Council of Shopping Centers (ICSC)

Certifications

  • Data-Driven Retail Operations Certification - category
  • Certified Retail Loss Prevention Specialist (CRLPS) - Vantage
  • Certified Omnichannel Retail Expert - standard
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • CompTIA Security+
  • Certified Diversity and Inclusion in Retail Leadership - framework
  • Budgeting and Financial Reporting in Retail Certificate - standard
  • CompTIA Network+
  • Executive Certificate in Retail and Omnichannel Management - system

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