Adrian Jordan
McKinney,TX
Summary
Results driven Manager with proven results in analyzing data to move the needle forward. Multiple years managing associates and managers. Well versed in inventory control. Highly trained in conflict resolution. Communications specialist with over 15 Years Management experience. Providing leadership and serving as an escalation point for clients and internal departments and shareholders. Strong people management skills and ability to coach, lead and develop employees.
Overview
14
14
years of professional experience
Work History
Specialty Assistant Store Manager
The Home Depot Inc
02.2023 - Current
- Developed a high-performing team through effective recruitment, training, and mentoring initiatives.
- Ensured compliance with company policies, procedures, and safety regulations by regularly reviewing practices within the store environment.
- Provided exceptional customer service while managing difficult situations professionally to maintain overall satisfaction levels among clientele.
- Boosted sales performance with targeted marketing strategies and promotions.
- Analyzed sales data to identify trends, areas for improvement, and opportunities for growth within the store.
- Achieved monthly sales targets by motivating staff members to excel in their roles through recognition programs or incentives when appropriate.
- oversee the back end processes, including receiving and freight teams to ensure that merchandise is received and stocked appropriately.
- Business Analysis and Merchandise Planning Initiatives to include driving department profitability through analysis of sales trends.
Geek Squad Manager /First Assistant Store Manager
Best Buy Inc
06.2016 - 02.2024
- Conduct business analysis utilizing company scorecards and reports to identify business opportunities and ensure a consistent client experience (e.g
- Turn Time, AT Days Out, Ship to Client.) Motivate, inspire, and coach behaviors that lead to an exceptional client experience
- Quickly resolve unsatisfactory client experiences and investigate root cause to identify and implement action plans based on observations and feedback
- Monitor monthly business rhythms of Precinct and Autotech leads and assist with Geek Squad Agent check-in sessions as needed
- Be accountable for labor management and revenue performance for the Precinct and Autotech Bay
- Maintained a Net Promoter Score of over 87 for over year
- Inserted new procedures to allow growth of over 90% in capturing Total-Tech-Supports Subscription
- Maintained over 110% Revenue growth for 12 months in a row utilizing 98% of labor
- Open and closing of the Stores duties including scheduling, payroll management, training compliance, daily close-out of POS, Inventory Controls.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
General Manager, Assistant Store Manager
FedEx Office
02.2020 - 02.2021
- Interviewed job applicants, complies with all company hiring policies and assists store manager with the hiring of team members Coached, Trained, counseled and provided feedback to team members on their performance and to ensure adherence to company policies and standards
- Maintain shipping related services levels and activities to over 96%
- Compiled Reports controlled payroll and communicated with the store manager and team members on daily/weekly/monthly goals, performance to plan, key performance metrics, customer issues and company initiatives
- Performed all administrative, open and store closing duties including scheduling, payroll management, training compliance, daily close-out of POS, bidding, ordering and receiving supplies and inventory controls
- Drove year-over-year business growth with a 5% increase through training and development
- While leading operations, strategic vision and long-range planning
- Received superior customer service satisfaction scores of over 96% for 3 consecutive quarters in a row
- Increased sales by over $2700 dollars per month by establishing goals, overseeing an individual performance plan using add on sales techniques
- Supervised and evaluated a staff of 12 including other department managers, enabling them to improve skills, achieve daily objectives and attain advancement.
Customer Care Manager
Geek Squad
10.2016 - 02.2020
- Resolved escalated customer requests via forms submitted by retail and field agents
- Change Implementation by assessing environments, identifying risks and enablers for sustainability, making recommendations and executing with validation
- Develop key strategies, processes to achieve a answer rate of over 90% of all calls to sustain objectives
- Leveraged Key Performance Indicator (KPI's) metrics, Including Customer Net Promoter Score's (NPS) to measure progress and highlight areas where improvement
- Completed talent selection, Hiring, development, employee 1-on-1 performance management, Accountability and created schedules to ensure hours of operations are staffed appropriately
- Ensured Service Level Agreements (SLA's) are being met by direct reports by organized daily workflow and assessed appropriate staffing to provide optimal service
- Managed 3PL, Delivery Distribution Center, local field teams, and Retail
- Improved business functionality by driving root cause analysis to an improvement to over 30%
- Decreased service failures to less than 10% relaying information to senior leadership in weekly recaps to define key business strategies
- Key holder for the building, performing open closing duties and increased Customer retention to over 26% month over month
- Created customer support strategy for team of 80 to increase Customer Service scores from 62% to 98%
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues, evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
- Handled complaints, De-Escalation, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Monitored metrics and developed actionable insights to improve efficiency and performance to customer support success with clear metrics to attain a 98% Answer rate in 6 month goal.
Assistant Store Manager
Best Buy Inc
09.2014 - 10.2016
- Utilized company tools to provide timely feedback/coaching and 1:1 to direct reports
- Executed sales strategies to achieve sales growth from 366,056 - 589,741 within 2 quarters
- Talent searching, Staffing, scheduling and training to positively affect the customer experience
- Built sales solutions to drive profitability through upselling and add-on training
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements with GM, and evaluate progress toward goals
- Created schedules for 56 employees and 5 Managers to accommodate business demands and requests
- Analyzed weekly and interpreted sales data trends with internal software to facilitate sales growth with strategic planning
- Responded to customer concerns, working with store manager to raise customer satisfaction ratings to 98% in the 1st quarter and maintain for 7 quarters
- Verified and perform inventory counts, remained within monthly loss tolerance levels and compiled financial data in compliance with budget.
Assistant Store Manager
Office Depot / Max
05.2010 - 09.2014
- Verified and performed safe audits and inventory counts to remain within monthly tolerance levels and budget
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence
- Drove sales goals and gross profit to excel district reports
- Recruited, interviewed and hired staff members who brought talent, enthusiasm to the team
- Rotated merchandise and displays to feature new products and promotions
- Managed opening and closing procedures and recommended changes to enhance efficiency
- Coached sales associates in product specifications, suggestive selling and upselling techniques, significantly increasing sales customer satisfaction ratings to 96%.
Education
Bachelors - Hotel & Business Management
Waltham Forest University/College
London, EnglandGraduate - A Level Math Degree, A Level English Degree, A Level Biology Degree: English Language And Literature
Leyton Senior High
London, EnglandSkills
- Coaching
- Customer service
- De-Escalation
- Hiring
- Inventory
- Payroll
- Performance Management
- Profit & Loss (P&L)
- Scheduling
- Service Level Agreements
- Strategic Thinking
- Store Management
- Sales Goals
- Store Merchandising
- Point of Sale Systems
- Key Performance Indicator
Accomplishments
- Bias Training
- Diversity and Inclusion Training
- Drove record-high sales that elevated the store's ranking in the company from #18 to the top store in the district that won two presidential awards and a trips to Disney for the Leaders and Managers.
Timeline
Specialty Assistant Store Manager
The Home Depot Inc
02.2023 - Current
General Manager, Assistant Store Manager
FedEx Office
02.2020 - 02.2021
Customer Care Manager
Geek Squad
10.2016 - 02.2020
Geek Squad Manager /First Assistant Store Manager
Best Buy Inc
06.2016 - 02.2024
Assistant Store Manager
Best Buy Inc
09.2014 - 10.2016
Assistant Store Manager
Office Depot / Max
05.2010 - 09.2014
Bachelors - Hotel & Business Management
Waltham Forest University/College
Graduate - A Level Math Degree, A Level English Degree, A Level Biology Degree: English Language And Literature
Leyton Senior High