Anna Gorbunova

As the Sales Enablement Manager for FirstService Residential, I lead the national planning, design, and implementation of sales enablement tools to help the sales team sell more efficiently and effectively.

• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Managed accounts to retain existing relationships and grow share of business.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Organized promotional events and interacted with community to increase sales volume.
• Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
• Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
• Monitored sales team performance, analyzed sales data and reported information to area managers.
• Prepared and implemented strategic growth plans for territory based on company goals and expectations.
• Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
• Trained over 50 new sales representatives on sales strategies and processes to reduce process gaps.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
• Actively listened to customers' requests, confirming full understanding before addressing concerns

Responsible for developing, delivering, and assessing training and learning resources that support the organization’s four key objectives: accelerating unit growth, delivering a 360-degree guest experience, building an efficient enterprise, and inspiring a people + performance culture. Play a key role in influencing stakeholders and impacting the brand’s guest experience and sales by providing targeted comprehensive training programs, leadership development workshops, in-center coaching, and on-going support to 700+ centers across the EWC network.

• Act as a subject matter expert to Franchise Business Consultants and ensure network and regional training needs and objectives align with current business standards and processes.

• Monitor and evaluate the effectiveness of policies, practices, training programs, instructors, and materials to support the creation of resources that reinforce the development of participant’s competencies and performance expectations. Supported the development of alternative training methods if expected improvements are not seen.

• Coordinate, conduct and facilitate new center openings, Train the Trainer certifications, onboarding programs, live virtual training, workshops, and other organizational strategies that influence behavior sand impact the key drivers of the business.

• Measure, analyze and evaluate the progress of individual and team effectiveness. Create personalized development plans and establish team succession plans to ensure the development of skill sets and abilities that drives center revenue and maintain the highest level of service quality.

• Gathered data about course success and participant experiences to help with future course planning

• Provided coaching and support to 33% of the EWC network, composed of 10 regions and 288 centers. Elevated and empowered Center Managers, District Managers, Multi-Unit Franchisees, Regional Coaches, and Area Representatives in applying the principles of a learning organization to accelerate development and improve individual and team performance while upholding EWC’s values and vision. Role dissolved during organizational restructuring.
• Planned, created, and facilitated key learning and leadership programs through instructor-led classroom events, virtual webinars, workshops, support calls, and regional meetings that ensured successful transfer of knowledge and on-the-job skill application. Implemented creative ways to “influence without authority” while ensuring accountability by assessing regional performance in relation to network performance, established goals, and standards.
• Provided consulting services to the network and recommended new approaches to effect continual progress.
• Supported a network-wide change management process during the area buy-back program while maintaining full confidentiality and remaining flexible and adaptable to the network’s needs and overall success.
• Spearheaded the Mystery Shop process across the entire EWC network and provided direct support to 700+ centers. Educated Franchisees and Center Managers on how to assess the guest experience, improve center operations and identify areas of opportunity to drive center performance. Created and uploaded 120+ cases per month and implemented a tracking system for failed shops to ensure proper follow-up. Influenced a 40% increase in stakeholder response rates and scheduled support calls. Increased re-shop scores by 30% with a positive impact on disengaged Franchisees.

• With strong industry experience-driven to cut company costs and increase company revenue through innovative management techniques. Hard-working and reliable with excellent written, oral, and interpersonal communication skills. Proficient in turning underperforming stylists into high-performing and successful professionals.
• Assisted in hiring and recruiting efforts, team leadership development, sales coaching, inventory management, policy and program development and guest relations for two locations with 25+employees.

Ambitious Spa Director of a growing membership based franchise offering extensive knowledge and experience in a highly competitive market. Skilled in managing and operating a high volume spa from start-up to sale while overcoming many challenges to ensure sustainable growth. Expert in providing guests with the luxury spa experience at an affordable price point focused on high quality services and results driven experiences. Effective coach and mentor with proven success in building, developing and managing a team of 40+ associates. Received consistent recognition as a top performing spa ranking in the top 15% of 300 locations nationwide. Achieved $1.4 million in annual revenue by year two.

• Passionate Spa Director of a growing membership-based franchise offering expensive knowledge and experience in a highly competitive market. Skilled in managing and operating a high-volume spa from start-up to sale while overcoming many challenges to ensure sustainable growth. Expert in providing guests with the luxury spa experience at an affordable price point focused on high-quality services and results-driven experiences.

• Effective coach and mentor with proven success in building and managing high-performing teams as evidenced by low turnover, high employee engagement, and excellent customer service.

• Led a cross-functional team of 40+ associates in business initiatives that substantially increased revenue, decreased costs, and improved guest satisfaction. Skilled communicator capable of inspiring others to adopt a growth mindset.

• Achieved consistent recognition as a top-performing spa ranking in the top 15% of 300 locations nationwide. Achieved $1.4 million in annual revenue by year two.

• Collaborated with the corporate office to shift marketing strategies from print to online advertising in an effort to generate high leads, drive higher prospects, cut marketing costs, and measure ROI through data analysis. Appointed as a speaker at the 2015 brand conference. Led a session on marketing efforts, social media advertising, and online reputation management.

Proficient in all basic salon and spa day-to-day operations. Adept at anticipating needs and professionally resolving customer service issues to ensure an optimal level of guest satisfaction.

• Coordinated with Salon and Spa Manager and administered everyday activities for the facility while maintaining an upbeat and positive attitude.

• Highly reliable coach and mentor for front desk staff focused on the guest experience and customer satisfaction