Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Braidy Gray

Des Moines,IA

Summary

Dynamic Customer Experience Manager with a proven track record at my previous positions , excelling in KPIs and turning them into behavioral coaching. Always thinking of ways for evaluations and relationship building. Spearheaded customer feedback systems, enhancing service delivery and boosting satisfaction. Skilled in strategic marketing and team collaboration, driving revenue growth through effective training and onboarding initiatives. Using tools and processes and bringing them to a 10% conversion over last years . I also would travel when needed to support the business. My goal is to eventually grow with the company . I have great knowledge in all the key indicators to make goals in any position that I’ve been in.

Overview

18
18
years of professional experience

Work History

Customer Experience Manager

Victoria Secret
10.2024 - Current
  • Developed and implemented customer feedback systems to enhance service delivery.
  • Collaborated with cross-functional teams to address customer concerns effectively.
  • Analyzed customer satisfaction metrics to identify areas for improvement.
  • Guided team in adopting optimal methods for engaging with customers.
  • Resolved escalated customer issues, ensuring timely and satisfactory solutions.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Developed new employees and on-going performance assessment of current employees.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.

Assistant Manager Operations and Visual Lead

Kendra Scott
10.2022 - 10.2024
  • Assisted in daily operations to ensure smooth workflow and team collaboration.
  • Coordinated staff schedules to optimize resource allocation and enhance productivity.
  • Supported inventory management by tracking stock levels and placing orders as needed.
  • Implemented process improvements to enhance service efficiency and customer satisfaction.
  • Trained new employees on operational procedures and company policies for seamless integration.
  • Analyzed operational data to identify trends and recommend enhancements for performance improvement.
  • Maintained compliance with safety protocols, ensuring a secure work environment for all team members.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

Dental Office Manager / Treatment Plan Coordinator

Aspen Dental
07.2015 - 02.2019
  • Managed daily office operations, ensuring compliance with dental regulations and protocols.
  • Coordinated patient scheduling to optimize treatment flow and minimize wait times.
  • Implemented electronic health record systems to enhance patient data accuracy and accessibility.
  • Trained and mentored staff on office policies, enhancing team efficiency and performance.
  • Developed procedures for inventory management, reducing supply costs through strategic purchasing decisions.
  • Analyzed patient feedback to identify areas for service improvement, fostering a patient-centered environment.
  • Led team meetings to discuss workflow improvements, promoting open communication and collaboration among staff.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
  • Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.
  • Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.
  • Reviewed flash reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
  • Enhanced patient satisfaction by streamlining appointment scheduling and managing insurance claims.
  • Increased and stimulated new patient growth by supporting sales, marketing and promotional programs.
  • Assisted in the recruitment, hiring, and training of high-quality dental staff to ensure exceptional patient care.

Store Manager / Area Sales Leader

Maurices
02.2012 - 07.2015
  • Managed daily operations, ensuring optimal staffing and inventory levels to enhance customer experience.
  • Developed and implemented promotional strategies to increase foot traffic and drive sales growth.
  • Trained and mentored team members, fostering a collaborative environment that improved employee performance.
  • Analyzed sales reports to identify trends, adjusting merchandising strategies to maximize profitability.
  • Enforced compliance with health and safety regulations, maintaining a safe shopping environment for customers and staff.
  • Coordinated scheduling for team members, balancing labor costs with operational needs effectively.
  • Oversaw visual merchandising standards, ensuring displays aligned with brand guidelines and attracted customer attention.
  • Implemented process improvements that streamlined inventory management, reducing stock discrepancies and increasing accuracy.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.

Assistant Manager

Victoria Secret
11.2007 - 02.2012
  • Led team to enhance operational efficiency through process improvements and staff training.
  • Developed and implemented new training programs, increasing employee engagement and performance.
  • Analyzed sales data to identify trends, informing strategic decisions and inventory management.
  • Coordinated cross-functional collaboration to streamline communication between departments and optimize workflow.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Generated repeat business through exceptional customer service.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Monitored sales trends to adjust pricing strategies for optimal profitability.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.

Education

Associates In Business - Business Management

DMACC
Ankeny, IA
06.2013

Skills

  • Performance evaluations
  • Training and onboarding
  • Decision-making
  • Retention management
  • Microsoft office
  • Relationship building
  • Team recruiting and hiring
  • Root-cause analysis
  • Brand development
  • Corporate communications
  • Promotional events
  • Strategic marketing
  • Social media platforms
  • Teamwork
  • Teamwork and collaboration

Accomplishments

I am very proud to say , I have hired and retained many people who have grown into more advanced positions by cultivating an environment of change and growth. I have been instrumental in store revamps and changes. I have helped implement processes to grow the business in many ways . I have been in with groups of my peers creating standard procedures to fit the needs of the store.

Timeline

Customer Experience Manager

Victoria Secret
10.2024 - Current

Assistant Manager Operations and Visual Lead

Kendra Scott
10.2022 - 10.2024

Dental Office Manager / Treatment Plan Coordinator

Aspen Dental
07.2015 - 02.2019

Store Manager / Area Sales Leader

Maurices
02.2012 - 07.2015

Assistant Manager

Victoria Secret
11.2007 - 02.2012

Associates In Business - Business Management

DMACC

Similar Profiles

CREATE PROFILE
Braidy Gray