Charde Lawrence
Harvey,LA
Summary
Dynamic and results-driven retail leader with over ten years of experience in the retail sector, consistently driving operational excellence and maximizing profitability. Proven track record of spearheading successful turnarounds, optimizing inventory management, and implementing strategic sales initiatives to achieve significant revenue growth. Adept at leading and developing high-performing teams, fostering a culture of accountability and excellence. Skilled in financial analysis, budget management, and performance metrics analysis to drive operational efficiency and cost savings. Strong communicator with a collaborative approach, able to effectively liaise with cross-functional teams and stakeholders to achieve common goals.
Overview
9
9
years of professional experience
Work History
Regional Account Manager
Extend
2023.03 - Current
- Manage client relationships with new and existing accounts, including weekly check-ins, site visits, training, and reporting.
- Establish strong client relationships with VPs, DMs, and other senior leadership through regular communication, service, and prompt issue resolution.
- Track and record account activities using Salesforce and Jira.
- Foster enduring relationships in automotive, furniture, and consumer electronics account sectors, leading to increased contract renewals and business expansion.
- Conduct product training and sales presentations for client teams, driving higher attach rate and increasing margin of protection plans.
- Execute a targeted account plan for Advance Auto, achieving a 25% increase in attach rate and a 10% revenue increase.
- Analyze weekly reports, providing weekly KPI insights and developing actionable improvement plans to district leaders.
- Cut spending by 15% through strategic management of travel, events, and promotional expenses.
District Manager
Asurion
2020.01 - 2023.03
- Manage daily operations of 7 service and repair facilities inside AT&T store locations across Gulf South Region.
- Recruited, hired, and trained retail team across all locations, enhancing overall district performance.
- Coached associates based on daily scorecard performance, ensuring individuals understood their performance in sales, repairs, and customer satisfaction.
- Designed and executed a comprehensive sales training program resulting in 15% attach rate of protection plans.
- Analyzed sales data to identify growth opportunities and areas for improvement across district.
- Conducted weekly one-on-one meetings with supervisors creating action plans based on team metrics and store performance.
- Managed budget development process for the district, allocating resources effectively to drive growth while remaining fiscally responsible.
- 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.
Client Support Manager
Accruent
2019.08 - 2020.01
- Supported clients via email, chat, and phone regarding software and integration issues.
- Act as an escalation point for support staff and client services team members, reducing response time for issue resolution from 48 hours to 24 hours.
- Oversee the day-to-day operations and staffing for a team of 10, ensuring seamless workflow and high productivity.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Optimized team performance by leveraging Salesforce, JIRA, and Vonage, resulting in improved efficiency and streamlined processes.
- Executed leadership functions including coaching, development planning, and end-of-year reviews.
Assistant Manager - Geek Squad
Best Buy
2015.11 - 2019.08
- Oversaw daily operations of the store including Geek Squad, services installations, deliveries, scheduling, merchandising, expense management, inventory integrity, and asset protection.
- Ensure data privacy standards were upheld with client devices through daily checkpoints.
- Oversaw staff scheduling, ensuring adequate coverage during peak hours while minimizing labor costs, finishing at 97% weekly.
- Assessed team performance and developed strategic plans, for employee improvement, resulting in a 15% increase in Customer Satisfaction
- Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising, and general store operations.
- Monitor service levels, ensuring customer SLAs were met.
- Established a Ladies in Tech mentorship program to enhance employee development, leading to a 10% reduction in turnover across the district
- Coached sales associates on product knowledge, sales incentives, and selling techniques, increasing store service revenue by 8%.
- Logged operational documents, store-to-store transfers and shipment receipts as set forth in company policy.
- Executed successful store opening and closing procedures, ensuring all tasks were completed accurately and on time.
Education
Business Management -
University of New Orleans
01.2005
Skills
- Client Relationship Management
- Performance Metrics Analysis
- Sales Strategy Development
- Budgeting and Forecasting
- Strategic Partnerships
- Account Management
- District Management
- P&L Management
- Recruiting
- Team Leadership
- Market Analysis
- Negotiation and Closing Skills
- Customer Retention Strategies
- Project Management
- Process Optimization
- Strategic Planning
- Sales Forecasting
- Data Analysis
- Multi – Unit Management
- Sales Training
- Revenue Growth
- Performance Tracking
- Time Management
- Team building
Accomplishments
- Training Development: Created and implemented robust training programs for retail partners, enhancing their proficiency in selling and supporting protection plans.
- Program Launch: Spearheaded the introduction of a protection plan program at new retail partners, boosting market penetration and sales.
- Cost Reduction: Successfully reduced operational expenses through strategic management of travel, events, and promotional activities.
- Performance Reporting: Delivered detailed weekly performance reports, enabling data-driven decisions and continuous improvement.
- Revenue Growth: Developed and executed strategic account plans, resulting in substantial increases in attach rates and revenue.
Timeline
Regional Account Manager
Extend
2023.03 - Current
District Manager
Asurion
2020.01 - 2023.03
Client Support Manager
Accruent
2019.08 - 2020.01
Assistant Manager - Geek Squad
Best Buy
2015.11 - 2019.08
Business Management -
University of New Orleans
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