ISMAKAYAH MASSAI
Asheville,NC
Summary
Experienced in managing day-to-day operations and leading teams in high-pressure retail settings. Proven ability to enhance workflow consistency and improve customer engagement through effective conflict resolution and process improvement. Transitioning into product and project management, with a focus on utilizing strong organizational and technical skills.
Overview
9
9
years of professional experience
Work History
Store Manager
Henson Novelties
03.2021 - Current
- Promoted from Sales Representative to Shift Leader and ultimately Store Manager through demonstrated leadership, operational reliability, and team management capabilities.
- Managed day-to-day retail operations across high-volume environments while supporting multiple store locations.
- Enhanced store sales performance by implementing operational efficiencies, boosting customer engagement, and fostering team accountability.
- Oversaw inventory management for over 1,000 unique products, ensuring accurate tracking, organized displays, and timely restocking.
- Ordered store merchandise and operational supplies while maintaining inventory accuracy and efficiency.
- Supervised and coordinated teams of 4–6 employees per location, ensuring completion of daily, weekly, and monthly operational objectives.
- Assisted with hiring, onboarding, and training new team members to improve workflow consistency and team performance.
- Resolved customer disputes and escalated service issues professionally while maintaining strong customer satisfaction.
- Maintained performance during high-volume and high-stress periods through effective prioritization and communication.
- Coordinated responsibilities across multiple locations, adapting to operational changes and staffing needs to maintain service standards.
Event Crew
Stewart Sound
11.2019 - 01.2021
- Coordinated stage setup, lighting, and sound equipment operations in fast-paced environments requiring teamwork and time-sensitive execution.
- Assisted with live event setup and production logistics for concerts, shows, and public events.
- Collaborated with crew members to ensure successful event preparation and breakdown.
Shift Leader
Krystal Blue Car Wash
05.2017 - 07.2019
- Promoted from Wash Technician to Shift Leader within six months based on leadership performance and operational reliability.
- Supervised team operations during shifts, upholding customer service standards and optimizing workflow efficiency.
- Managed closing operations, cash handling, and shift responsibilities to ensure smooth end-of-day processes.
Education
Computer Engineering Coursework -
Louisiana State University (LSU)
Baton Rouge, LA08-2020
High School Diploma -
Nesbitt Discovery High School
Asheville, NC05-2020
Skills
- Inventory & Operations Management
- Task & Timeline Management
- Scheduling & Workforce Coordination
- POS & Inventory Systems
- Process Improvement
- Team Leadership & Staff Management
- Training & Onboarding
- Cross-Functional Coordination
- Client & Customer Communication
- Microsoft Excel
- Microsoft Office Suite
- Google Workspace
- Technical Adaptability & Software Learning
- Conflict Resolution
Timeline
Store Manager
Henson Novelties
03.2021 - Current
Event Crew
Stewart Sound
11.2019 - 01.2021
Shift Leader
Krystal Blue Car Wash
05.2017 - 07.2019
Computer Engineering Coursework -
Louisiana State University (LSU)
High School Diploma -
Nesbitt Discovery High School