Denise Zielecki-Koons
Orlando,FL
Summary
Self-starter with well-rounded experience in managing multi-unit merchandising environments, supervising entire operations of retail chain stores. Driven to manage costs and establish strategic, mutually beneficial partnerships and relationships with customers, vendors and service providers to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals. Demonstrated history of successfully providing regional leadership to a variety of stores, while significantly increasing stores revenues, customer satisfaction rates and raising brand awareness.
Overview
37
37
years of professional experience
Work History
Senior Director, Field Execution Services
Staples
Framingham, MA
03.2021 - Current
- Created effective training programs for new products and services.
- Implemented strategic selling programs to enhance company's suite of products and services.
- Managed vendor relationship with TSA partner(s).
- Built strong relationships with corporate leadership teams at all home office levels.
- Established and implemented multiple systems improvements to key Print, Travel and Technology services to drive additional revenue and save resources.
- Reviewed customer feedback surveys to develop actionable insights into customer satisfaction levels.
Regional Vice President Sales & Operations
Staples
Cincinnati, Ohio
05.2017 - 03.2021
- Scope has included as many as 100-120 locations, in as many as 5 states
- Supervise up to 9 District Managers and a support staff of up to 15
- Manage roughly $400M in sales and $240M in profit
- Drive top line sales, both in-store and online, consistently achieving/exceeding profit targets and increasing market share
- Execute company strategy, forecast and plan for future market trends and exercise strong expense control and labor management
- Develop DM’s and future leaders, actively promoting root cause analysis to improve performance and prepare for future opportunities.
Director of Sales & Service Div 1
Staples
Framingham, MA
11.2016 - 05.2017
- Developed and implemented profit-driven sales programs across 17 different states with over $3 billion in yearly sales volume in 616 different locations
- Conducted all training for new sales programs Division-wide
- Presented periodical in-store training sessions with management and store employees
- Worked closely with the Merchandising Department to achieve greater sales through continuity and consistency
- Trained and managed a staff to operate over 14 states
- Maintained a strong partnership with all levels of store and corporate management
- Created a sales culture that accepted change and was focused on building a strong market share.
Director Customer Experience
Staples
Framingham, MA
05.2015 - 11.2016
- Development and implementation of the overall customer service strategy in US Stores – shape the customer experience in stores and across Omni-channel programs to support customers’ evolving shopping behaviors and needs while exceeding their expectations
- Lead and manage the Crowd Sourcing and Mystery Shop programs to get specific behavioral and execution feedback pertaining to priority programs or initiatives on a timely and regular basis
- Represent customer service from US Stores perspective at cross functional meetings to infuse the voice of the customer in all of our key programs and initiatives; partner cross-functionally to incorporate customer voice into key programs.
District Manager
Staples
Orlando, FL
09.2007 - 05.2015
- Developed team of 38 managers who achieved established financial plans, sales goals and customer service objectives
- Evaluated Store Managers and provided feedback and development opportunities to increase retention of such Managers
- Trained Store Managers in techniques to increase sales, margin and customer satisfaction
- Assisted/motivated staff in dealing with difficulties and problems.
General Manager
Staples
Orlando, FL
11.2002 - 09.2007
- Provide direct leadership regarding daily business operations to upwards of 25 employees including 2 Assistant Mangers
- Responsibilities include talent acquisition and personnel development initiatives- Recruit and train staff on proper selling skills
- How to properly identify customer needs and cross selling opportunities
- Conduct extensive P&L analysis- create and review statements, while training staff to examine statements for underlying trends and issues
- Facilitate all sales scheduling, forecasting and reporting, while monitoring retail inventory for store.
District Operations Manager
Service Merchandise
10.1998 - 01.2000
General Manager
Service Merchandise
07.1987 - 10.1998
Education
Bachelor of Science -
University of West Florida
Skills
- Cross-Functional Team Leadership
- Team Building and Motivation
- Operations Management
- Project Coordination
- Charismatic Leader
- Core Values Management
- Strategic planning
- Lean Six Sigma
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Director, Field Execution Services
Staples
03.2021 - Current
Regional Vice President Sales & Operations
Staples
05.2017 - 03.2021
Director of Sales & Service Div 1
Staples
11.2016 - 05.2017
Director Customer Experience
Staples
05.2015 - 11.2016
District Manager
Staples
09.2007 - 05.2015
General Manager
Staples
11.2002 - 09.2007
District Operations Manager
Service Merchandise
10.1998 - 01.2000
General Manager
Service Merchandise
07.1987 - 10.1998
Bachelor of Science -
University of West Florida