Cynthia Wilkerson
Anna,TX
Summary
Driven management professional who excels at increasing profitability by repositioning bottom producing stores through the up selling of personalized products. Quickly analyzes the business operations to identify areas of improvements. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
Work History
Senior Store Manager
FedEx Office
01.2022 - Current
- Improved overall store performance by implementing effective sales strategies and streamlining operational processes.
- Developed a high-performing team through strategic recruitment, comprehensive training, and regular performance evaluations.
- Increased customer satisfaction by prioritizing exceptional service and addressing concerns promptly and professionally.
- Enhanced store appearance with meticulous merchandising, visual displays, and well-organized inventory management.
Flagship Manager
FedEx Office
04.2019 - 01.2022
- Took over Store that was 120 out of 120 in store KPI ranking at end of FY19
- Evaluated negative trends in store, put together plan to reach 2nd Quarter by end of Q3
- Evaluated staff and hired 6 new team members within first 2 months
- Provides direct leadership regarding daily business operation to 9 team members and 2 Assistant Managers
- Leads daily execution of company behavioral revenue expectations
- Built partnerships with Corporate Sales team and won large printing account customer within first 4 months of takeover of Store
- Store has had positive movement in each measurable category each month in Q1, FY20
- Selected to serve as SME for District.
Store Manager
FedEx Office
05.2011 - 12.2018
- Provided direct leadership regarding daily business operation to 6 team members and 2 Assistant Managers
- Lead and developed Team Members for strong Store and District bench…
- 2 LC, 3 AM and 3 SM promotions
- Provided training and development for new hires as the District training store
- Indirectly responsible for 13 Stores in the District, for shipping procedures and training SME 2014-2017 and Safety and Security SME 2017-2018, Subject Matter Expert
- Trained, executed and monitored Standard Operating Procedures for compliance, following company and government guidelines
- Certification in both accuracy and sustainability FY12 - FY19
- Responsible for weekly and monthly inventory controls
- Reduced shrink 7% in FY14, maintained throughout tenure
- Forecasted and facilitated weekly schedule to deliver on customer service averaging 90% + primetime coverage and payroll control, meeting planned budget
- Led daily execution of company behavioral revenue expectations
- Store in First quarter at the end of Q2 FY19
- Positive growth in Design, Outsourcing, Sign and Graphic, Pack and Ship service, Plus one's consistently trended above 10% and Customer Service CXI scores 94%
- Selected to serve on a variety of Company alpha testing programs giving detailed feedback for a smooth Company wide launch
- Served on the FY13 Field Reference Manual reinvention team.
Senior Center Manager
FedEx Office
06.2010 - 05.2011
- Led 2 Centers with 22 team members, 2 Assistant Managers and 1 Center Manager
- Created Customer Service culture increasing VOC 5% ending year at 94%
- Trained, executed and monitored Standard Operating Procedures for compliance, following company and government guidelines, positively increasing CSM results in FY11
- Managed daily operations, increasing Pack and Ship execution and growth
- Responsible for hiring and development of team members and Managers of both Centers
- 1 LC, 1 AM, 1 CM promoted.
District Manager/District Services Manager
PetSmart Inc.
02.2001 - 05.2010
- Mul8 Unit experience providing leadership regarding daily business operations for 11 Center with annual sale of $98 million dollar
- Responsible for talent acquisition and development of Store, Assistant and PetsHotel Managers
- Responsible for business controls for financials, profit, shrink under company budget, certified in all audit areas, sales and expense budget
- Ranked top 25% in company
- Responsible for seeking customer service culture within all Centers
- Responsible for business controls in financials, safety and profit.
Education
Bachelor of Arts - Business Administration
New Charter University
Salt Lake City, UT06.1995
Skills
- Store operations
- Policies and procedures implementation
- Workforce Planning
- Regulatory Compliance
- Staff Management
- Merchandise planning
- Store maintenance
- Facility Management
- Customer Service Management
References
References are available on requests
Timeline
Senior Store Manager
FedEx Office
01.2022 - Current
Flagship Manager
FedEx Office
04.2019 - 01.2022
Store Manager
FedEx Office
05.2011 - 12.2018
Senior Center Manager
FedEx Office
06.2010 - 05.2011
District Manager/District Services Manager
PetSmart Inc.
02.2001 - 05.2010
Bachelor of Arts - Business Administration
New Charter University
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