Anh Truong
Los Angeles,United States
Summary
Dynamic and resourceful strategic supervisor with [Number] years of experience prioritizing projects, planning workflows, and leading teams to achieve operational excellence. Known for adeptly managing efforts within deadline-driven environments, I excel in navigating complex challenges with diplomacy and decisive leadership.
I bring a strong background in project management, process improvement, and financial analysis, leveraging my expertise to streamline business operations and drive cost reductions. With a proven track record of success, I am skilled at analyzing data to identify trends and develop targeted strategies aimed at enhancing efficiency and driving sustainable growth.
As a strategic supervisor, I am committed to fostering a collaborative and results-driven work culture, empowering teams to exceed expectations and deliver exceptional outcomes. With a focus on continuous improvement, I thrive in fast-paced environments and am dedicated to driving positive change through innovative solutions and effective leadership.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Site & Field Competence Lead
H&M
05.2022 - Current
- Directly manage the Site & Field team for location 804, with expanded oversight of the 805 team since June 2023.
- Provide hands-on support and troubleshooting for end-users, including stores and office colleagues.
- Collaborate with Service Vendors to resolve network issues, repair tech equipment, phone lines, smartphones, customer counters, POS systems, printers, digital screens, and laptops.
- Conduct on-site assistance for configuration and inspection of services or products.
- Act as the local point of contact for technical assistance, including installations, adjustments, and provisioning new user equipment.
- Coordinate with the Global team to address ISP issues, utilizing Service Now for efficient communication and incident assignment.
- Develop and maintain Knowledge Base articles to ensure up-to-date documentation of new procedures and processes.
- Collaborate with Site & Field team members to collect data for service improvement initiatives, adhering to SLAs.
- Maintain proficiency in ITIL and Service Now methodologies.
- Support the Product Owner in fostering team collaboration and efficiency toward common goals.
- Facilitate employee development through direct feedback, sharing best practices, and annual dialogues.
- Serve as a liaison between the Service Desk, stakeholders, vendors, and stores.
- Ensure accurate asset management to minimize unnecessary costs.
- Act as the site expert for new product introductions to stores, bridging communication between Local Product Lead, Global team, and store teams.
- Adhere to agreed SLAs for ticket and escalation management, ensuring full accountability.
- Drive timely resolution of technical issues by following up on open tickets, thereby reducing downtime and associated costs.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Department Manager
H&M
02.2019 - 05.2022
- Drive sales by delivering superior customer experiences in alignment with H&M values and leadership expectations.
- Optimize productivity on the sales floor to enhance operational efficiency.
- Support financial planning and forecasting efforts to meet sales targets.
- Collaborate with the store manager to control Sales Per Hour (SPH) to align with sales budget objectives.
- Ensure appropriate staffing levels and address recruitment needs to meet business demands.
- Assist visual merchandisers in planning floor layouts and product displays using the matrix system.
- Enforce store operations best practices among sales staff to foster efficiency and prioritize a customer-centric mindset.
- Act as the primary IT contact within the store, proficient in diagnosing and resolving issues related to EFT terminals, POS systems, Bluebird scanners, software malfunctions, and printers.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Inclusive and Diversity Captain: Champion initiatives to foster a positive and inclusive workplace culture at H&M. Reduced employee turnover by promoting a positive work environment and providing ongoing feedback to staff members.
- Facilitate dialogues and Personal Development Plans (PEP) for the store team, ensuring their concerns are addressed to enhance employee satisfaction and engagement.
- Maintain a strong emphasis on safety and security guidelines, achieving 100% completion of GROW trainings among staff to cultivate a safe and unbiased workplace environment.
- Set clear expectations and encourage accountability for employee development. Provide constructive feedback and maintain clear documentation to support the growth of team members and personal development.
- Successfully developed creative sales advisors into visual merchandisers through targeted coaching and mentorship.
Dept. Supervisor, COR, FT Sales, Stock Lead
H&M
12.2007 - 01.2019
- Provided real-time coaching and established clear expectations for the sales team.
- Executed daily store opening and closing procedures, managed till operations, banking, and ensured accurate correction of all monetary accounts.
- Ensured proper handling of all expenditures.
- Interacted with the IT department to ensure the proper functioning of systems including POS, EFTs, printers, routers, network connectivity, and sale scanners.
- Coached and followed up with sales advisors on best practices at cash points to minimize shrinkage and maximize profit.
- Collaborated with Store Manager and Department Managers to ensure compliance with safety and security protocols on the sales floor and in the back of the house.
- Provided administrative support for management and the sales team, including securing safety and loss prevention trainings for store staff.
- Oversaw all stopped orders, store transfers, price changes and reductions, and damage routines.
- Trained new supervisors on cash office procedures.
- Assisted the Store Manager with monthly self-audits and weekly security reports.
- Assisted in several new store openings, collaborating closely with the IT desktop support team to ensure all systems were online and fully functional by opening day.
- Acted as the point of contact between IT support and the store during the store rebuild (Flagship Store #106), swiftly resolving any networking or software issues.
- Managed operations in an extremely high-volume store with daily stock deliveries, working closely with the stock team to ensure optimal customer service on the sales floor by implementing best practices in processing, back-stocking, and product filling.
- Provided excellent customer service on the sales floor, maximizing the store's selling potential by maintaining stock room standards through processing, replenishment, and merchandising. Trained and coached sales advisors on back stock procedures and layout, collaborating with the management team to efficiently restock the sales floor daily.
- Assisted managers and visuals with floor moves and garment merchandising, while also aiding in the training of new hires to the company. Led by example by multitasking and prioritizing customer service and garment care to maximize sales.
- Focused on garment care throughout the store, consistently providing excellent customer service on the sales floor.
Education
Associate of Arts - Art History
Pasadena City College
Los Angeles, CA06.2007
Bachelor of Arts in Philosophy - Philosophy
San Diego State University
San Diego, CA05.2003
Skills
- Mentoring and Coaching
- Operations Management
- Training and Development
- Resource Allocation
- Decision Making
- Relationship Building
- Attention to Detail
- Process Improvement
- Organizational Skills
- Customer Service
- Analytical Thinking
- Vendor Management
- Time Management
- Stakeholder Engagement
- Problem Solving
Research
- U.C.S.D Medical Center, 2001, 2004, Research Assistant, Gastroenterology Dept., Dr. Kim Barrett Laboratory.
- U.S.C. School of Medicine, 1996, 1998, Research Assistant, Cell and Neurobiology Dept., Dr. Gopala Krishna Laboratory, Selenium Activation in Tumor Prevention.
Publications
- Journal of Gastroenterology, 2001, Epidermal Growth Factor and Transforming Growth Factor-α Have Different Signaling Properties in T84 Cells: Implications for Regulations of Chloride Secretions.
- Journal of Gastroenterology, 2003, Epidermal Growth Factor, Transforming Growth Factor -α, and Carbachol Display Differences in Specific Epidermal Growth Factor Receptor Tyrosine Residue Phosphorylation, and Difference on P13-Kinase to Inhibit Chloride Secretion.
Certification
KCS Fundamentals v6 for Service Now
Online course - Completed
CompTia A+, Networking+, Security+
Certification - in progress
Timeline
Site & Field Competence Lead
H&M
05.2022 - Current
Department Manager
H&M
02.2019 - 05.2022
Dept. Supervisor, COR, FT Sales, Stock Lead
H&M
12.2007 - 01.2019
Associate of Arts - Art History
Pasadena City College
Bachelor of Arts in Philosophy - Philosophy
San Diego State University