JANINE DREYFUS
Miami,Fl
Summary
Dynamic Store Manager with a proven track record at Clarks, enhancing conversion rates and driving sales performance. Expert in team building and performance coaching, I successfully increased email capture to 93% while fostering a collaborative environment. Skilled in data-driven decision making, I consistently achieve and exceed operational goals.
Overview
14
14
years of professional experience
Work History
Store Manager
Clarks
Miami, Fl
05.2024 - 04.2025
- Improve conversion from 9% to 12% in two months
- Increase ATV by 50 in two months, increase UPT from 1.0 to 1.7, increase email capture from 60% to 93%
- Coach associates on weekly basis and implement and maintain weekly action plan to improve KPI’s
- Maintain stock room organized by color, size, code and style
- Process online orders when needed, maintain stockroom neat and tidy, process transfers to outlet store when needed
- Conduct daily chats on the goals for the day and recap the day prior
- Change marketing when needed as well and sale prices
- Make weekly deposits from register, maintain communication with clients regarding any new collections and offer styles
- Process shipments, capturing clients emails as well as enroll them in our loyalty program
- Maintain visual on salesfloor
- Approve payroll and process weekly schedules as well as vacation/ PTO
- Deliver yearly employee reviews, maintain communication with DM regarding the operations of the store
Co-Manager
Ann Taylor Factory
Miami, Fl
06.2021 - 05.2024
- Improve the number of credit cards opened in the first three months by 10%
- Coach and train employees on weekly basis while maintaining a 'family' atmosphere and motivating the associates
- Uphold the standards of visual on monthly basis
- Update associates on weekly, monthly and quarterly stats etc
- Process weekly MOS, markdowns, shipments, and updating promotions
- Reach/surpass daily and monthly goals for CSAT (88% to 98% within 2 months) and credit cards
Supervisor-Call Center
Molina Healthcare
Miami, FL
02.2018 - 05.2021
- Supervise a team of 20 and coach on monthly stats which resulted in improving QA scores by 35%
- Train supervisors on policies, procedures, and updated material as well as processing all PHI forms including payroll and attendance
- Perform daily audits on agents/leads and provide feedback
- Assist with new hire trainees and set company expectations
- Ensure all agents are complying with PHI regulations and verifying all members
- Train agents/ leads with growth opportunities and assist in reaching their goals
- Member of Committee for Training and Development which reduced attrition by 15% and improved KPI
- Weekly meeting with Manager to update on team stats and submit monthly report of call avoidance and Team stats
- Increase QA scores from 88% to 93% within 1 month
Supervisor-Call Center
Norwegian Cruise Lines LTD.
Miami, Fl
03.2014 - 11.2017
- Supervise 25 team members and coach each TM on a weekly basis and discuss and implement an action plan to improve on the metrics such as QA scores, Adherence, attendance, ACW, Hold Time
- Deliver yearly appraisals for each team member
- Keep track of the attendance as well as payroll
- Have weekly Calibration calls with Quality Assurance which increased QA scores by 25%
Operations Manager-Call Center
24/7 Customer
Nicaragua
09.2011 - 01.2014
- Maintain constant communication with Client (Target and Kohls) as well as conduct weekly/ monthly meetings with the client on a weekly basis to discuss metrics of previous weeks and improve on KPI
- Weekly meetings with the owners of Accedo to report any findings and improvements of the previous week and discuss any action plan for areas of improvement
- Oversee the reporting and duties of WFM, QA and Training and development
- Weekly binder audits of the Team Leads and assist in issue they may have in the teams
- Increase QA scores from 35% to 96% and reduce attrition by 20%
- Assist Site Director in any issue, project or deadline
Education
Bachelor’s - Health Administration
University Of Phoenix
Online07.2007
Skills
- Management
- Banking/cash handling
- Recruiting and Interviewing
- Retail
- Conflict Management
- Quality Assurance
- Employee training
- Payroll administration
- Team building
- Conflict resolution
- Customer service
- Performance coaching
- Communication skills
- Data-driven decision making
- Time management
- Process improvement
- Policy development
- Leadership development
- Recruitment
- Performance evaluations
- Customer feedback analysis
- Performance metrics evaluation
- Sales management
- Schedule management
- Goals and performance
- Communication
- Customer relations
- Multitasking and organization
- Problem-solving abilities
- Outstanding communication skills
- Excellent communication
- Staff training/development
- Multitasking capacity
- Employee reviews
Timeline
Store Manager
Clarks
05.2024 - 04.2025
Co-Manager
Ann Taylor Factory
06.2021 - 05.2024
Supervisor-Call Center
Molina Healthcare
02.2018 - 05.2021
Supervisor-Call Center
Norwegian Cruise Lines LTD.
03.2014 - 11.2017
Operations Manager-Call Center
24/7 Customer
09.2011 - 01.2014
Bachelor’s - Health Administration
University Of Phoenix
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