Angelica Lanphier
Ignacio,CO
Summary
To engage associates and create customer loyalty through exceptional customer service resulting in increased sales and profit. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Dynamic General Manager with a proven track record in operations management, team management, and strategic planning. Successfully opened new store locations and consistently exceeded sales targets while implementing effective policies.
Overview
13
13
years of professional experience
Work History
General Manager
Old Navy
Durango, CO
06.2022 - Current
- Led team in daily operations and ensured smooth store functionality.
- Managed inventory levels and coordinated stock replenishment processes.
- Developed employee schedules to optimize workforce efficiency and coverage.
- Implemented training programs for new hires to enhance customer service skills.
- Oversaw visual merchandising standards to align with brand guidelines.
- Conducted regular staff meetings to communicate updates and foster teamwork.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
General Manager (GM)
JCPenney
Farmington, NM
10.2021 - 06.2022
- Applied customer feedback to develop process improvements and support long-term business needs.
- Managed team of 55 employees, overseeing hiring, training, and professional growth of employees.
- Responsible for upholding required health and safety standards.
- Processed payroll
- Implemented new policies and procedures.
- Improved associate retention.
- Responsible for profit and loss control.
- Consistently achieved sales goals
- Coordinated schedules and assigned associates' shifts
Sephora Manager
JCPenney
Farmington, NM
04.2018 - 10.2021
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Conducted monthly inventories of raw materials and components on work floor.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Managed team of 6 employees, overseeing hiring, training, and professional growth of employees
Associate Support Department Supervisor
JCPenney
Montrose, CO
07.2016 - 04.2018
- Combined previous experience of Department Supervisor and Support Supervisor to train and lead team, MA's and Supervisors.
- Reviewed business trends and identified areas of opportunity.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 36 employees.
- Resolved issues through active listening and open-ended questioning, escalating major problems to District Manager.
- Performed General Manager duties during lack of General Manager.
Department Supervisor Divisions 3,5,7
JCPenney
Motrose, CO
08.2015 - 07.2016
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Built relationships with current customers to maintain goodwill and gain additional business.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Handled cash register, returns and refunds.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Opened and closed store 5 days per week by counting registers, making deposits and storing and filing all daily paperwork.
Department Supervisor
Total Store
Oskaloosa, IA
09.2013 - 05.2015
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Oversaw daily operational performance of sales team.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Managed team of 20 employees, delegated tasks and held each employee accountable for completing assignments.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Opened and closed store 5 days per week by counting registers, making deposits and storing and filing all daily paperwork.
- Maintained stock of items, cleanliness, organization and provided excellent customer service.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Support Lead Expert
JCPenney
Oskaloosa, IA
09.2012 - 09.2013
- Reviewed results and business trends and identified areas of opportunity.
- Lead all merchandising, visual, pricing and support functions.
- Managed core standards.
- Trained and coached 20 associates resulting in great customer service.
- Held associates accountable.
- Took immediate action on performance issues.
- Executed sets.
- Configured hardware, devices and software to set up work stations for employees.
Skills
- Policies and procedures
- Coaching and mentoring
- Strategic planning
- Project Management
- Staff Management
- Schedule optimization
- Operations management
- Creative merchandising
- Sales and marketing
- Profit & Loss
- Business Management
- Budgeting
- Team Management
- Sales Management
- Management
- Payroll
- Procurement
- Time management
Assessments
Motivating & assessing employees, Proficient, 04/01/22, Motivating others to achieve objectives and identifying improvements or corrective actions.
Timeline
General Manager
Old Navy
06.2022 - Current
General Manager (GM)
JCPenney
10.2021 - 06.2022
Sephora Manager
JCPenney
04.2018 - 10.2021
Associate Support Department Supervisor
JCPenney
07.2016 - 04.2018
Department Supervisor Divisions 3,5,7
JCPenney
08.2015 - 07.2016
Department Supervisor
Total Store
09.2013 - 05.2015
Support Lead Expert
JCPenney
09.2012 - 09.2013