DAWN DE LUCA
CORE GROUP RESTORATIONS
Hutto,TX
20
years of professional experience
Experienced people leader with a background in retail sales, customer experience, training, and leading teams across multiple locations. Managed teams as large as 33 employees, with responsibility for coaching, development, sales goals, KPIs, and overall performance. Experienced leading both virtually and in person, presenting to groups, and learning new products and programs quickly. Known for building strong teams, setting clear expectations, and helping employees improve both sales results and the customer experience.
Skills
Training & Development
Team Leadership & Coaching
Sales performance
Customer Experience
Multi-Location Leadership
Presentation skills
Cross-Functional Collaboration
Virtual presentations
Virtual Meeting & Training Platforms
CRM & Relationship Management Systems
Microsoft PowerPoint
Excel & Outlook
Presentation software
Spreadsheet software
Email management
CRM systems
Work History
Affiliate Services Manager | White Glove Ambassador Trainer
4 Years 8 Months- Built the Affiliate Services function from the ground up, creating processes, training programs, communication standards, and ongoing support practices.
- Led onboarding, training, and ongoing support for national network of affiliate partners, enhancing engagement across multiple markets.
- Maintain more than 95% annual affiliate retention while achieving 95% onboarding completion within 10 business days.
- Develop and lead virtual and in-person training focused on customer experience, communication, service standards, and accountability.
- Created presentations, training materials, SOPs, and tools to clarify expectations and streamline execution for teams.
- Coach affiliates and ambassadors on performance expectations, customer interactions, and opportunities for improvement.
- Partnered with leadership, sales, and operations to identify issues and strengthen affiliate and customer experience through process improvements.
Retail Design Sales Supervisor
1 Year- Led and coached a team of approximately 15 retail design and upholstery sales associates in a fast-paced, customer-facing environment.
- Managed team performance against sales goals and KPIs, providing regular coaching and feedback to improve individual and team results.
- Analyzed sales performance to pinpoint coaching opportunities and improve individual and team outcomes.
- Worked directly with associates on product knowledge, sales conversations, customer needs, and individual development.
- Guided employees in identifying customer needs and recommending tailored products and solutions to enhance customer experience.
- Reinforced performance expectations while recognizing strong results and supporting employee development.
- Launched Designer Spotlight initiative to recognize employees, enhance visibility, and foster team engagement.
- Partnered with store leadership and other departments to support sales priorities and day-to-day operations.
Manager, CEC Ambassador Specialty Services
12 Years- Led and developed a team of 33 employees responsible for supporting Marriott's high-value and elite customers across North America.
- Managed team performance against established sales goals, KPIs, service standards, and customer experience expectations.
- Managed complex customer situations and built long-term relationships with VIP customers and internal partners, fostering loyalty and satisfaction.
- Conducted regular team meetings and one-on-one coaching sessions to review performance, recognize results, address gaps, and develop employees.
- Used performance results and KPIs to identify coaching needs and help employees improve individual and team performance.
- Supported opening of Marriott's Wichita customer engagement center, establishing teams, processes, training, and service standards that enhanced customer support.
- Helped train teams during new department and brand initiatives, including the launch and integration of Aloft.
Education
High School Diploma
TRAINING & PRESENTATION EXPERIENCE
- Featured Speaker & Trainer – The Collective
- Developed and delivered interactive training focused on customer experience, communication, service standards, and creating memorable customer interactions.
- White Glove Ambassador Training – CORE Group
- Develop and facilitate ongoing training designed to improve service consistency, accountability, communication, and the customer experience across a national affiliate network.
Personal Information
Title: RETAIL & TEAM LEADERSHIP | SALES PERFORMANCE | TRAINING & DEVELOPMENT
Timeline
Affiliate Services Manager | White Glove Ambassador Trainer
CORE GROUP RESTORATIONS
01.2022 - CurrentRead More
Retail Design Sales Supervisor
LIVING SPACES
01.2021 - 01.2022Read More
Manager, CEC Ambassador Specialty Services
MARRIOTT INTERNATIONAL
01.2007 - 01.2019Read More
Berlin American High School
High School Diploma
Read More