Brittiany Thornton
Orange Park,Florida
Summary
Results-driven management professional determined to exceed company sales goals. Forward-thinking in addressing and resolving concerns, optimizing policies and engaging with customers to promote loyalty and drive sales. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Store Manager
Starbucks
04.2023 - Current
- 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.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
General Manager of Finance
TMX Finance Family of Companies
09.2019 - 04.2023
- Directed all aspects of loan operations for a diverse clientele
- Managed daily meetings to go over daily numbers, addressed customer issues, updated training and new products
- Organized documents while maintaining and managing client files
- Coordinated the underwriting, scheduling and closing of loans
- Reiterated the loan expectations to customers regarding payments and communication
- Assisted with questions pertaining to extensions and payment deferments
- Conducted Quality Assurance on representative's phone calls to customers
- Administered delinquent account collections procedures
- Responded to customer issues and complaints in courteous manner
- Evaluated collections procedures to ensure compliance with regulations
- Set monthly collections goals.
District Manager
Walgreens With Kroger
05.2015 - 09.2019
- Supervised 8 locations to enforce high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Modeled best practices for sales and customer service.
- Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Generated financial and operational reports to assist management with business strategy.
- Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.
- Implemented inventory control measures to minimize waste and optimize product availability, ensuring optimal stock levels across all locations.
- Streamlined operations by establishing efficient processes and communication channels between stores, leading to reduced costs and increased productivity.
Customer Service Manager
Amazon | VIRTUAL
10.2013 - 02.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Responded to customer calls and emails to answer questions about products and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Boosted customer service satisfaction ratings through consistent quality control.
General Manager
Jump-N-Jacks
05.2010 - 10.2013
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Reduced operational risks while organizing data to forecast performance trends.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Analyzed market trends and competitor activities to create competitive advantages.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Developed and implemented strategies to increase sales and profitability.
- Trained new employees on proper protocols and customer service standards.
Education
Pre - Psychology, Nursing
Georgia Military College
Skills
- Customer Relationship Development
- Corrective Actions
- Accounts Payable and Accounts Receivable
- Customer Financing
- Visual Merchandising
- Operational Efficiency
- Performance Review
- Coaching and Training
- P&L Tracking
- Financing Expertise
- Loan Processing
- Customer Satisfaction
- Problem-Solving
- Multitasking and Organization
- Cash Management
- Shift Scheduling
- Inventory Control
Timeline
Store Manager
Starbucks
04.2023 - Current
General Manager of Finance
TMX Finance Family of Companies
09.2019 - 04.2023
District Manager
Walgreens With Kroger
05.2015 - 09.2019
Customer Service Manager
Amazon | VIRTUAL
10.2013 - 02.2015
General Manager
Jump-N-Jacks
05.2010 - 10.2013
Pre - Psychology, Nursing
Georgia Military College
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