Dena Ross
Retail Manager
Puyallup,Washington
Summary
Energetic Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical and business expertise to enhance workflows. Focused on attentively assisting staff and customers and identifying opportunities for improvement. Self-starter and skilled team leader with history unifying staff under common goals, modeling organizational efficiency and instilling customer service excellence. Personable and dedicated Customer Service Representative with extensive experience in the Retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with staff and customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and result-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Office Manager
Sportsman's Warehouse
Puyallup, WA
02.2023 - Current
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed office inventory and placed new supply orders.
- Used judgment and initiative in handling confidential matters and requests.
- Administered payroll and maintained proper documentation of employee personnel.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Hired talented, trainable team members and drove new business strategies to grow revenues.
Acting Store Manager
Sportsman's Warehouse
Puyallup, WA
02.2023 - 12.2023
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Monitored employee performance and identified performance gaps for corrective action.
- Monitored inventory levels and placed orders to restock shelves.
- Trained and mentored associates to teach daily tasks and procedures.
- Maintained accurate records of employee performance reviews.
- Resolved customer complaints in a timely manner.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Understood and followed oral and written directions.
- Planned and completed group projects, working smoothly with others.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained schedule of class assignments to meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
Loss Prevention Manager
Sportsman's Warehouse
Puyallup, WA
11.2022 - 02.2023
- Maintained documents of all loss prevention activity.
- Monitored loss prevention operations to minimize impact of shrink and identify theft and fraud.
- Conducted thorough investigations of theft-related issues with potential to impact company operations and objectives negatively.
- Monitored loss prevention operations to reduce impact of loss and identify theft and fraud.
- Monitored and supervised customer's activities in store to detect signs of attempted theft.
- Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
Inventory Control Specialist
Sportsman's Warehouse
Puyallup, WA
08.2022 - 11.2022
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Identified operational issues and implemented appropriate process improvements to promote workplace productivity.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Mentored associates and other Managers to teach daily tasks and procedures.
- Enhanced customer satisfaction and store operations through the NPS system.
- Took the lead on learning the gun department and cleaning it up as well as maintaining great standards for the department to run smoothly.
- Investigated and resolved variances with inventory records.
- Performed cycle counts on daily basis to immediately spot errors and apply remedies.
- Executed cycle counts of materials onsite and reconciled against company reports.
- Managed inventory by performing physical counts, identifying variances and reconciling records.
- Researched inventory-related discrepancies and made appropriate adjustments in system.
- Researched inventory-related discrepancies and made appropriate adjustments in inventory system.
Skills
- Team Leadership
- Training and Development
- Complex Problem Solving
- Work Planning and Prioritization
- Managing Operations and Efficiency
- Team Building
- Documentation and Reporting
- Employee Development
- Employee Coaching and Motivation
- Hiring and Training
- Goal Setting
- Staff Training
- Performance Tracking and Evaluation
- Scheduling and Coordinating
- Verbal and Written Communication
- Problem Resolution
- Onboarding and Orientation
- Recruitment and Hiring
- Customer Relations
- Teamwork and Collaboration
Timeline
Office Manager
Sportsman's Warehouse
02.2023 - Current
Acting Store Manager
Sportsman's Warehouse
02.2023 - 12.2023
Loss Prevention Manager
Sportsman's Warehouse
11.2022 - 02.2023
Inventory Control Specialist
Sportsman's Warehouse
08.2022 - 11.2022