Heidi Haggard

• Lead and manage a team of 15+ employees in the Department, ensuring that all tasks are completed efficiently and on time.
• Conducted regular performance reviews to monitor progress of individual employees.
• Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
• Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
• Created monthly schedules for staff members to ensure adequate coverage during peak hours.
• Developed promotional campaigns to increase brand recognition in target markets.
• Evaluated employee feedback surveys regularly to identify areas of improvement in customer service delivery.
• Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
• Identified training needs among staff members and organized relevant workshops accordingly.
• Handled shift overstock, restocking and inventory control.
• Worked closely with sales associates to complete tasks.
• Executed targeted merchandising and promotional plans to meet department sales goals.
• Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
• Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
• Balanced workloads to meet targets without overtaxing employees.
• Fostered a positive and inclusive work environment, promoting teamwork and collaboration.
• Led team meetings to communicate targets, share updates, and gather feedback.
• Developed strategies to improve customer service and increase sales by 10% within 6 months.
• Coached and trained new staff members, providing guidance on department policies and procedures.

• Achieved nearly 41% growth over pre-pandemic numbers in fiscal year 2022: $5,067,733 versus $3,604,201.
• Rank #2 in Midwest for high test increase over LY, Ranked #12 in Company wide ranking 2022.
• Received 2022 Midwest Department Value Leader Award for First, Second, and Third Quarter.
• Review operational records and reports to project sales and determine profitability.
• Resolve customer complaints regarding sales and service.
• Monitor customer preferences to determine focus of sales efforts.
• Confer or consult with department heads to plan advertising services and to secure information on equipment and customer specifications.
• Direct, coordinate, and review activities in sales and service accounting
• Represent company at trade association meetings to promote products.
• Work as a team member to provide highest level of service to customers.
• Direct strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales.
• Showcase features of diverse products, provide information and redirect objectives.
• Develop empathetic client relationships and earn reputation for exceeding sales goals.
• Prioritize tasks effectively for myself and staff.
• Mentor strong performers into future leadership roles.

Interim Women’s and Men’s Shoe Department Manager May 2023-July 2023

• Educated customers about product features and technical details to highlight benefits and correct misunderstandings.
• Worked with vendors and customers to optimize delivery schedules and promote satisfaction from day one.
• Collaborated with customers after sales to identify and resolve service, account or technical product issues.
• Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements.
• Calculated total costs for service delivery, including production, delivery and installation requirements.

• Successfully assisted clients in choosing furnishings that were consistent with their preferences and budget.
• Visited home sites when necessary to assess and fulfill customer needs.
• Participated in furniture selection and documentation of the specifications.
• Addressed client problems in a professional, timely manner.
• Maintained customer expectations with open consultations and frequent communication.
• Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
• Resolved customer problems by investigating issues, answering questions and building rapport.
• Worked as a team member to provide the highest level of service to customers.

• Informed customers about all product lines and services offered by the company.
• Helped customers select products that best fit their personal needs.
• Directed strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales.
• Worked as a team member to provide the highest level of service to customers.
• Recruited, hired, developed and retained retail talent for the company.
• Opened and closed the store, which included counting cash drawers and making bank deposits.
• Delegated work to employees based on shift requirements, individual strengths and unique training.
• Forecasted, scheduled and monitored labor to be consistent with store traffic.
• Educated customers about product features and technical details to highlight benefits and correct misunderstandings.
• Showcased features of diverse products, provided information and redirected objections.
• Stayed up to date on all company products and services to support sales objectives.
• Developed empathetic client relationships and earned reputation for exceeding sales goals.
• Answered customers’ questions and addressed problems and complaints in person and via phone.

• Supervised junior staff and mentored to improve performance.
• Set up new inventory in system.
• Negotiated favorable contracts and determined lowest possible cost, factoring in quality and reliability, by analyzing data.
• Documented purchasing activities and managed department records.
• Documented process flows and developed requirements for functional improvements and enhancements.
• Drafted financial and resource planning reports using optimization software such as Microsoft Word Exel.
• Calculated, prepared, and issued bills, invoices and account statements according to established procedures.

• Managed new hire trainings and onboarding so that all employees were aware of company policies and procedures.
• Suggested additional items and offered samples of weekly promotional items to increase store sales.
• Identified assignments to provide associates with developmental opportunities.
• Checked in deliveries and signed off on products received.
• Interviewed, hired and trained new team members.
• Completed shift beginning and end procedures in full.
• Completed opening and closing checklists according to set standards.

• Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
• Created comprehensive onboarding processes and activities to acclimate new hires.
• Gained product knowledge to assist team members with structuring customer purchase and routine.