Ann Ramos
Nashua,NH
Summary
Results driven client oriented manager with over 18 years of experience with a proven track record in recruitment, employee retention, development and training. Skilled in talent acquisition, onboarding and employee relations with a passion for people development, and organizational growth. Expertise in driving sales, enhancing operational efficiency, and fostering employee engagement. Adept in building high performing teams, improving retention and delivering outstanding customer experiences.
Overview
22
22
years of professional experience
Work History
Store Director
Sephora
Nashua , NH
06.2014 - Current
- Maintained a high level of customer service standards across all departments in the store.
- Monitored daily operations and staff performance, providing coaching and guidance when necessary.
- Lead a high-volume store, ensuring alignment with company goals and maintaining top performance in customer service, sales, and operations.
- Managed a team of 30+ employees, including 5 managers.
- Consistently achieving a high retention rate within the district.
- Consistently maintained top district rankings in conversion growth and client service.
- Drove profitability through strategic merchandising initiatives, achieving top statistical performance in various KPIs.
- Facilitated new hire onboarding across all departments, ensuring a seamless integration process. Led ongoing training initiatives through bi-weekly, monthly, and quarterly meetings, focusing on skill development and career progression.
- Spearheaded recruitment efforts by building strong networks within the community and engaging customers and local businesses to identify potential candidates. Played a pivotal role in successfully filling critical positions.
- Worked closely with the district manager to align on the company vision and brand.
- Completed and provided Situational Leadership training.
- Addressed and resolved all HR issues in an appropriate timeframe. Provided guidance to managers on employee relations issues.
- Provided coaching and feedback to employees, promoting growth and succession planning withing the organization.
Assistant Store Director
Sephora
Nashua , NH
07.2011 - 06.2014
- Supported HR functions, including onboarding, employee relations, and performance management.
- Fostered a positive work culture aligned with Sephora's values, resulting in improved team performance and customer satisfaction.
- Assumed store manager duties when required, ensuring smooth daily operations and adherence to company policies.
- Took on an interim Store Manager assignment in a neighboring district. Store performed at the highest level for budget bonus while in interim.
- Selected as a top-performing Assistant Store Manager to attend Sephora's annual Store Manager conference.
Assistant Store Manager
Express Clothing
Salem , NH
05.2005 - 07.2011
- Led recruitment, training, and retention of top talent, ensuring an exceptional customer experience.
- Streamlined backroom operations, improving inventory management, and supply processes.
- Managed daily sales targets and merchandising strategies, consistently surpassing company expectations.
- Worked closely with the Store Manager to align with company vision and objectives.
- Managed daily HR operations, including conflict resolution and staff performance evaluations.
Catering and Sales Manager
Courtyard by Marriott
Portsmouth , NH
09.2002 - 05.2005
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Created promotional material such as menus, flyers and brochures to attract new customers.
- Maintained up-to-date records of customer information in a database system.
- Processed payments from customers in a timely manner using various payment methods including credit cards, cash and checks.
- Conducted regular meetings with catering staff to discuss performance goals and provide feedback.
- Inspected banquet room and checked with catering team before functions to verify correct room set-up, schedule of events, staffing and audio-visual configuration.
- Liaised with clients and venue management to verify scheduling and logistics.
- Established details of sold catering events with clients and followed up personally, resulting in satisfied clients.
- Increased catering revenue year over year by 10%, by optimizing event coordination and sales efforts.
- Managed large group bookings of guest rooms, business events, weddings, and special occasion events, ensuring flawless execution and client satisfaction.
- Used Delphi Catering Software, enhancing booking efficiency and client management
Education
Bachelor of Science - Tourism Planning And Development
University of New Hampshire
Durham, NHSkills
- People Management
- Staff Leadership
- Strategic Planning
- Brand Awareness
- Delegation
- Sales Leadership
- Operations Management
- Employee Training
- Customer Service Management
- Loss Prevention
- Payroll Management
- Talent Recruitment
- Team Development
- Customer Relations
- Employee supervision and motivation
- Relationship building and management
Timeline
Store Director
Sephora
06.2014 - Current
Assistant Store Director
Sephora
07.2011 - 06.2014
Assistant Store Manager
Express Clothing
05.2005 - 07.2011
Catering and Sales Manager
Courtyard by Marriott
09.2002 - 05.2005
Bachelor of Science - Tourism Planning And Development
University of New Hampshire