Carla Cryder
South Charleston
Summary
Dynamic leader with a proven track record in driving revenue growth and fostering high-performance cultures. Expertise in staff development and performance management. Enhanced team productivity and customer satisfaction through strategic coaching and process improvements. Committed to achieving exceptional results while promoting talent and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Furniture Fair
Beavercreek
04.2023 - Current
- Drove sales strategy, transforming YOY deficits into consistent achievement of daily, weekly, and monthly targets.
- Cultivated high-performance culture through effective coaching, enhancing team productivity and conversion rates.
- Managed complete employee lifecycle, emphasizing recruitment, hiring, and performance reviews for growth preparation.
- Coordinated daily operations and reported on performance while identifying strategic goals through data analysis.
- Achieved personal sales goals ranging from $50,000 to $65,000 monthly while managing team responsibilities.
Frontline Leader
RH
West Jefferson
03.2020 - 11.2022
- Managed team of 15 to 25 associates to exceed metric goals for calls per hour and average handle time.
- Developed and implemented individual performance trackers to enhance accountability and performance.
- Drove performance improvements through tailored action plans for underperforming associates.
Online Correspondence Leader
RH
West Jefferson
08.2017 - 03.2020
- Reduced email response time from 36 hours to 2 hours, enhancing customer satisfaction and issue resolution.
- Managed schedules with Workforce Management for timely project completion and adherence to quality standards.
- Analyzed operational processes, recommending improvements to optimize performance.
- Developed templates for quick responses to frequently asked questions, improving team efficiency.
- Piloted work-from-home initiative, establishing SOPs for remote work and overnight coverage.
- Created original chat platform, facilitating real-time customer support across multiple channels.
- Implemented best practices for chat communication, analyzing data to identify improvement opportunities.
- Streamlined customer interactions through effective management of real-time support across various platforms.
Post Delivery Support Leader
RH
West Jefferson
12.2016 - 08.2017
- Developed and executed business plans aligned with company objectives.
- Led strategic initiatives to strengthen business partnerships and collaboration.
- Conducted frequent visits to delivery locations for product shipment diagnostics and quality inspections.
- Collaborated with Senior Leadership and Logistics Partners to analyze inefficiencies in product quality and delivery services.
- Reduced inbound customer communications through proactive outreach and ownership of customer interactions.
- Partnered with merchants, distribution teams, and vendors to minimize shipping delays and product damage.
- Coordinated cross-functional teams to ensure project alignment and successful execution.
- Resolved complex customer issues promptly, ensuring positive experiences throughout interactions.
Team Lead
RH
West Jefferson
12.2011 - 12.2016
- Developed innovative design concepts for client projects through team collaboration.
- Coordinated with cross-functional teams to align project specifications and timelines.
- Participated in brainstorming sessions to create effective solutions for design challenges.
- Maintained organized project files and documentation for team accessibility.
- Supported resource allocation to enhance productivity and streamline project flow.
- Monitored project timelines to identify potential delays and resolve issues swiftly.
- Generated reports summarizing key performance indicators weekly, monthly, and quarterly.
- Provided direction and guidance to team members throughout project lifecycles.
Customer Service Representative
RH
West Jefferson
10.2011 - 12.2011
- Resolved customer complaints in a professional and timely manner.
- Processed orders and managed returns to enhance customer satisfaction.
- Educated customers on product features and benefits to facilitate informed decisions.
- Maintained accurate records of customer interactions for future reference.
- Assisted customers with inquiries about products and services to ensure clarity.
- Answered inquiries with precise information regarding products and services.
- Delivered exceptional customer service to address issues effectively.
Education
Some College (No Degree) - Psychology
Lake Superior State University
Sault Ste. MarieSkills
- Sales strategy
- Employee training
- Performance management
- Data analysis
- Customer relationship management
- Team leadership
- Operational efficiency
- Process improvement
- Project coordination
- Problem solving
- Time management
- Effective communication
- Coaching techniques
- Conflict resolution
- Budgeting and cost control
- Hiring and training
- Transaction processing
- Staff scheduling
- Sales expertise
- Vendor management
- Customer experience
- Motivational techniques
- Team building and leadership
- Loss prevention
- Attention to detail
- Goals and performance
- Verbal and written communication
- Process improvements
- Mentoring and coaching
Certification
Trained on site first responder/CPR/AED Certified
Timeline
Assistant Store Manager
Furniture Fair
04.2023 - Current
Frontline Leader
RH
03.2020 - 11.2022
Online Correspondence Leader
RH
08.2017 - 03.2020
Post Delivery Support Leader
RH
12.2016 - 08.2017
Team Lead
RH
12.2011 - 12.2016
Customer Service Representative
RH
10.2011 - 12.2011
Some College (No Degree) - Psychology
Lake Superior State University