FELICIA JAMES
Tracy,CA
Summary
Results-driven leader with extensive experience in healthcare operations. Known for enhancing patient satisfaction, implementing effective training programs, and championing diversity initiatives. Committed to optimizing employee engagement and service quality.
Overview
25
25
years of professional experience
Work History
HR - Store Leader, Senior Manager, Manager
Apple
St. Louis & San Francisco Bay Area, CA
02.2015 - 11.2023
- Directed operations across six high-volume locations, managing 200+ employees and ensuring consistent service excellence.
- Led HR functions including talent acquisition, workforce development, compliance with labor regulations, and employee relations.
- Implemented training and leadership development programs to improve staff skills and prepare future leaders.
- Partnered with corporate HR to align local operations with organizational compliance standards and best practices.
- Championed diversity, equity, and inclusion initiatives to create a supportive and safe environment for both employees and clients.
- Strengthened employee engagement and service delivery through coaching, structured development plans, and feedback systems.
Store Manager
Bath & Body Works
St. Louis Galleria, MO
01.2013 - 01.2015
- Oversaw daily operations with a focus on staff training, compliance, and team development to ensure quality service delivery.
- Designed strategies that enhanced customer experience, improved satisfaction scores, and drove business outcomes.
- Managed payroll, scheduling, and staff performance, ensuring resource efficiency and workforce readiness.
Store Manager
Wet Seal / Arden B
Walnut Creek & Richmond Heights, CA & MO
01.2010 - 01.2013
- Supervised operations with emphasis on service quality, compliance with company policies, and risk mitigation.
- Conducted workforce planning, recruiting, onboarding, and staff training programs.
- Analyzed performance reports and implemented action plans to improve operational efficiency and service standards.
- Promoted safety and accountability through shrink/loss prevention measures.
Co-Manager
Express
Emeryville, CA
01.2005 - 01.2010
- Co-managed operational functions including scheduling, payroll, compliance, and staff development.
- Provided training and coaching to staff, improving both service delivery and employee performance.
- Implemented daily action plans based on performance metrics to achieve organizational goals.
Co-Manager
Ann Taylor Loft
Emeryville & San Francisco, CA
01.2003 - 01.2005
- Supported overall site operations including recruiting, payroll, scheduling, and compliance.
- Enhanced client experience by delivering high-quality service and staff training.
- Ensured adherence to policies and standards during opening/closing procedures.
Counter Manager - Stila, Estée Lauder, Lancôme
Nordstrom
Walnut Creek, San Francisco, San Jose, CA
01.1999 - 01.2003
- Delivered one-on-one consultations with clients, ensuring personalized and quality care.
- Trained and developed staff in product knowledge, compliance, and service excellence.
- Managed scheduling, payroll, and workforce planning for multiple beauty brands.
- Led events and service programs to enhance client satisfaction and meet organizational goals.
Education
Bachelor of Arts - Psychology
Foothill College
Los Altos, CA05-2027
Skills
- Healthcare operations and administration
- Patient experience and satisfaction
- Regulatory compliance and risk management
- Workforce development and training
- Talent acquisition and employee relations
- Diversity, equity, and inclusion advocacy
- Strategic planning and operational leadership
- Performance improvement and coaching
- Payroll and resource allocation
- Multi-unit leadership and staff development
Timeline
HR - Store Leader, Senior Manager, Manager
Apple
02.2015 - 11.2023
Store Manager
Bath & Body Works
01.2013 - 01.2015
Store Manager
Wet Seal / Arden B
01.2010 - 01.2013
Co-Manager
Express
01.2005 - 01.2010
Co-Manager
Ann Taylor Loft
01.2003 - 01.2005
Counter Manager - Stila, Estée Lauder, Lancôme
Nordstrom
01.1999 - 01.2003
Bachelor of Arts - Psychology
Foothill College
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