Summary
Overview
Work History
Education
Skills
Software Experience Tools
Activities And Affiliations
Timeline

Heather Barksdale

Kirkwood,MO

Summary

A dedicated leader in Operations and Technology, I bring a wealth of experience from the retail sector, ranging from startups to internationally acclaimed brands. As a coach and mentor, I foster an inclusive atmosphere that empowers teams to reach their full potential, surpass goals, and build thriving careers. With strong skills in critical thinking and problem-solving, I strive to provide all my customers with experiences that exceed their expectations-delivered with genuine care and a touch of humor.


Overview

26
26
years of professional experience

Work History

Manager

Apple Store
01.2015 - Current
  • Lead the customer technical support (Genius Bar) and creative education areas of the store (Today at Apple), act as Coach for entire team
  • Coach team members in customer interactions, driving improved results through demonstrating behaviors and following up with coaching conversations
  • Coach the store Leads to enable them to execute the leader strategy through the team, providing support and guidance as needed or for handling customer escalations
  • Manage the schedule planning, availability and time away requests for all departments, encouraging work/life balance for team members while ensuring the ability to meet the business needs
  • Increased customer access through improved resource deployment, cross-training, and team development focused on the customer journey and group discovery
  • Increased Net Promoter Scores (likelihood to recommend) by 20 points over 2 quarters and improved previously declining team morale through campaigns of open dialog and feedback
  • Developed reporting and communication tools to promote quick and effective connections with team members
  • Successfully led the team through crisis events, including in-store protests, threats, the requirement of masks upon return to work post-Covid, and labor relations
  • Other Areas of Responsibility include Business (B2B Sales), Operations, Consumer Sales and Scheduling

Director of Store Operations and Customer Service

Avastars/Possibility Place, Inc.
01.2014 - 01.2015
  • Company Overview: Led corporate and field team for startup mall-based retail experience - Avastars - using 3-D printing to put a child's face onto an action figure, new concept and software development.
  • Opened first location and developed customer experience model, creating training and rollout models
  • Managed employees in multiple field locations; developed policies and managed all HR field needs, including recruiting, hiring, and team development
  • Developed customer response procedure and communications, managed call center vendor
  • Provided on-site tech support, shared program development feedback and direction, executed user testing

Director of Store Operations

Build-A-Bear Workshop
01.1999 - 01.2014
  • Led the Store Operations team to achieve continued YOY growth through store openings, improving efficiencies, and working with department Directors to expand our offering of product, experience and technology in stores, all while making teddy bears for 15 years
  • Streamlined store operations by implementing efficient inventory management systems.
  • Enhanced customer experience through staff training and development programs.
  • Coordinated daily store activities to ensure optimal performance and productivity.
  • Improved employee engagement by fostering a collaborative work environment.

Program Manager, Systems, Facilities and Communication

  • Led the field support team and act as a liaison between departments, participate in strategic planning meetings, and execute in-store and corporate events
  • Owned Operations participation in all rollouts, including preparing and reviewing RFPs for vendor selection, system rollout, providing training and on-going support
  • Implemented programs to identify best practices, including developing feedback and pilot programs
  • Developed and managed budget for Facilities and Construction teams with regard to new store openings and existing maintenance. Established self-service facility maintenance program that produced YOY expense savings
  • Established field calendar and communication program for small start-up, later expanding to support over 400 stores and provide template and support for franchisees in 15 countries
  • Led Operations team for all IT system rollouts, including development of all communications, training materials and ongoing IT partnership to evolve the user experience

Education

Bachelor of Arts - Studio Arts

George Mason University, Fairfax, VA
05-1996

Graphic Design

Northern Virginia Community College, Alexandria, VA

Skills

  • Experienced with Microsoft Office applications
  • Proficient with Apple Work, iOS and Mac
  • Workforce management expertise
  • Software Development and Rollouts
  • Develop and Host On-Site and Virtual Training
  • Problem-solving
  • Project management
  • Strategic planning
  • Customer service
  • Scheduling and planning
  • Team leadership

Software Experience Tools

  • Microsoft Office (Excel, Word, Powerpoint, Outlook, Sharepoint)
  • Apple Work (Numbers, Pages, Keynote)
  • Kronos Workforce Management
  • Various Point-of-Sale programs
  • ICal
  • Workjam
  • Slack
  • IOS/iPadOS

Activities And Affiliations

  • Cooking
  • Spending time with family
  • Playing video games
  • Going to concerts
  • Listening to vinyl
  • Supporter of the Human Rights Campaign
  • ACLU
  • Camp for All Kids
  • Various charitable organizations supporting children, animals and the local community

Timeline

Manager - Apple Store
01.2015 - Current
Director of Store Operations and Customer Service - Avastars/Possibility Place, Inc.
01.2014 - 01.2015
Director of Store Operations - Build-A-Bear Workshop
01.1999 - 01.2014
Program Manager, Systems, Facilities and Communication -
George Mason University - Bachelor of Arts, Studio Arts
Northern Virginia Community College - , Graphic Design

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Heather Barksdale