Summary
Overview
Work History
Education
Skills
Signature Achievements
Timeline
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Donya Upshaw

Donya Upshaw

General Manager
Baltimore,MD

Summary

Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

15
15
years of professional experience

Work History

General Manager

LensCrafters
05.2017 - 03.2025
  • Performed payroll maintenance, schedules, employee reviews, floor sets, and customer service. Conducted weekly staff meetings and training seminars to develop a self-directed team that fosters open communication and feedback.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Provided orientation and training to new employees to build a strong retail sales team.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget implementations, employee reviews, training, schedules, Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Store Manager

Lovesac
06.2012 - 04.2017
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Supervised guests at front counter, answering questions regarding products.
  • Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Customer Service Manager

Macy’s
11.2009 - 03.2017
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed a team of 20 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Improved team morale by establishing recognition program for exceptional customer service.

Education

Bachelor of Science - Journalism

American School
Lansing, Illinois

Skills

    Operations management

    Customer relationship management

    Performance improvement

    Schedule management

    Budget analysis

    Strategic planning

    Training and development

    P&L management

    Recruitment

    Labor cost controls

Signature Achievements

Increased sales by 35% at a store with a total of 2M in profits., Stellar communication skills transformed customer relations management., Managed customer service at a store that earned 5M in profits.

Timeline

General Manager

LensCrafters
05.2017 - 03.2025

Store Manager

Lovesac
06.2012 - 04.2017

Customer Service Manager

Macy’s
11.2009 - 03.2017

Bachelor of Science - Journalism

American School

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