Summary
Overview
Work History
Education
Skills
Timeline
StoreManager

Jennifer Horton-Graham

Sugar Land,TX

Summary

Seasoned Store Manager specializing in management of Storage and various Retails. Polished professional skilled at training employees on exceptional customer service etiquette and sales techniques. Gifted in overseeing all facets of customer-facing and back-end operations. Visionary individual with more than 35 years working as Store Manager, Operations Manager, Human Resource Manager and DMIT for various types of retail organizations. I'm highly communicative and experienced in Sales, Promoting positive relationships and have excellent drive. Strengths in strategic planning, efficiency and team building. Detail-oriented Store Manager with many years of experience. Expert in various Retail industry protocols with proven history of leading shifts with excellent guidance and employee leadership. Trained in various Manager areas of expertise and solely committed to StorQuest Self Storage. Dedicated professional with StorQuest that brings a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the StorQuest Self Storage brand.

Overview

37
37
years of professional experience

Work History

Store Manager

StorQuest Self Storage
Sugar Land, TX
10.2014 - Current
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in this storage environment through proactive communication and positive feedback.
  • Maximized sales through excellent customer service and adherence to standard practices while creating that wow experience for each guest.
  • Supervised guests at front counter, answering questions regarding storage units and usage as well as retail products.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Developed new store locations by being instrumental in hiring and training of team for 6 locations and helping other trainers developed their team members
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Build and develop long term customer base with excellent customer service, property appearance and sense of urgency to meet my customer base needs.
  • Set enforced and optimized internal policies to maintain responsiveness to demands.
  • Established and administered annual budget with controls to prevent overages, minimize controllable burn rate and support sustainability objectives as it arrive through minimizing cost.

Human Resources Manager

Ross Dress For Less
Humble, TX
02.2012 - 10.2014
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
  • Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Motivated employees through special events, incentive programs and constructive feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Implemented performance review and motivational strategies to elevate HR team results.
  • Evaluated training program success and presented strategic improvement recommendations to upper management.
  • Boosted customer satisfaction ratings by enabling staff to implement speedy resolutions for diverse issues through robust internal knowledgebase and industry-leading training.
  • Enhanced staff knowledge and awareness on drug abuse and prevention programs.
  • Leveraged cost-effective digital systems to manage payroll and benefit programs.
  • Briefed new hires on essential job information, such as company policies, employment benefits and job duties.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Adhered to federal and state guidelines and managed payroll and benefits for over 55 employees.
  • Recruited top talent to maximize profitability.
  • Oversee Frontend (Cashiers, Customer Service), Loss Prevention, Cash Office, Fitting Room, Stockroom, Markdown Team while merchandising Accessory (Women and Mens) departments, Luggage, Shoe departments (Kids, Women, Mens)
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.
  • Coordinated ongoing technical training and personal development classes for staff members.
  • Retained 100% protocol on management tools and procedural accuracy.
  • Facilitated communication and coordination between employees and management by creating communication binders between managers and their coordinator lead for each department.
  • Provided resolution to complex and confidential issues.

Operations Manager

Gander Mountain Outdoors
Spring, TX
01.2005 - 01.2011
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Investigated and resolved departmental non-conformances.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
  • Trained new employees on proper protocols and customer service standards.
  • Conducted weekly Recruiting, hiring and training of team members and Management Team
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Scheduled employees for Monthly shifts, taking into account customer traffic and employee strengths.
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
  • Eased team transitions and new employee orientation through effective training and development.
  • Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
  • Drafted invoices for completed work.
  • Instrumental in negotiating price and service with vendors to decrease expenses and increase profit. Last 3 years with company sales profit overall increased to over 16 million yearly averaging 1.3 per month. Record high for that location.
  • Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
  • Coordinated leadership workshops and monitored weekly modules to educate team members on best practices to optimize productivity.
  • Built loyal account base and long-term business relationships with Retail Vendors for all departments. Invited vendors to come and demonstrate new products while educating staff on usage and product knowledge for all departments.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Teamed with Coordinating department to create organization's mission and vision statements while cross training coordinating departments to increase product knowledge from department to department creating upsell per customer utilizing minimal personnel to streamline payroll budget.
  • Led business planning, developed market strategy and established direct procurement of products from various vendors per department.

Human Resources Manager

Marshalls Department Store
Houston, TX
01.2001 - 01.2011
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
  • Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Motivated employees through special events, incentive programs and constructive feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Collaborated with senior management and performed benefits analysis, corrective action planning and big-picture data capturing.
  • Implemented performance review and motivational strategies to elevate HR team results.
  • Leveraged cost-effective digital systems to manage payroll and benefit programs.
  • Enhanced staff knowledge and awareness on drug abuse and prevention programs.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for over 125 new employees for grand opening regular staff of 75 to 95 employees
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Recruited top talent to maximize profitability.
  • Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Liaised between store location and corporate office to improve communications.
  • Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
  • Accurately prepared weekly payroll submission and tracking data using Oracle and switched to ADP system.
  • Streamlined complaint response management by providing guidance on policies and ensuring appropriate and accurate investigation processes.
  • Facilitated communication and coordination between employees and management by updating daily meetings through out day for shift changes and weekly updates to breakroom bulletin boards.
  • Automated office operations while managing client correspondence, record tracking and data communications.
  • Executed on-time, under-budget project management on complex issues for senior leadership while supporting sales planning initiatives.
  • Collaborated with cross-functional departments to create, manage and maintain effective networking within company creating growth opportunities within. Which also created decrease in turnovers between departments and helped build pride in department presentation and productivity morale.
  • Oversee: Frontend (Cashiers, Customer Service), Loss Prevention, Cash Office, Fitting Room, Stockroom, Markdown Team.
  • Coordinated ongoing technical training and personal development classes for staff members.
  • Merchandised as needed

District Manager in Training

Clothestime
Houston, TX
08.1993 - 09.1995
  • Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty.
  • Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Oversaw activities of 5 to 7-person teams per 9 locations completing store evaluations and forecast needs , disciplining and motivating employees to maximize performance.
  • Devised processes to boost long-term business success and increase profit levels.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Established team priorities, maintained schedules and monitored performance.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Developed detailed plans based on broad guidance and direction.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Instituted quality systems within organization encompassing training, corrective and preventive action.
  • Conducted minimum of 2 audits every six months and follow ups on every negative audit and oversee improvement's progress. Implemented solutions and company standards to each Store Manager

Store Manager

Lane Bryant
Houston, TX
10.1989 - 08.1993
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Rotated merchandise and displays to feature new products and promotions.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Devised processes to boost long-term business success and increase profit levels.
  • Bolstered sales volume by implementing incentive program and initiating advanced employee training.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.

Merchandise Manager

Childrens Place Inc.
Houston, TX
02.1982 - 11.1986
  • Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
  • Arranged consistent shelves, bins and racks at 6 locations by following established planograms.
  • Oversaw inventory counts every year to maintain stock records and account for shrinkage.
  • Developed merchandise plans to purchase various highly sought-after items to increase sales.
  • Created sales cycle plan to develop and service accounts through product marketing, prospecting, promotion and merchandising for proper product visibility.
  • Assessed areas of service concern and developed improvement plans.
  • Oversaw inventory counts each year to maintain stock records and account for shrinkage.

Education

Associate of Science - Basic Studies

University of Houston
Houston, TX

Associate of Science - Accounting And Business Management

Lone Star College System
Spring, TX

Bachelor of Science - Human Resources Management

Phoenix College of Arizona Online
Phoenix, AZ

Skills

  • Verbal and Written Communication
  • Microsoft Excel
  • Administrative Management
  • Recruiting and Hiring
  • Problem Anticipation and Resolution
  • Project Management
  • Oracle PeopleSoft
  • Business Leadership
  • Payroll Management
  • Policy Development and Enforcement
  • Management Team-Building
  • Policies and Procedures
  • Staff Supervision
  • Microsoft Windows
  • Customer Service
  • Documentation
  • Sales Strategies
  • Employee Training
  • Financial Management
  • Financial Forecasting
  • Microsoft SharePoint
  • Records Organization and Management
  • Financial Statement Review
  • Multitasking and Organization

Timeline

Store Manager

StorQuest Self Storage
10.2014 - Current

Human Resources Manager

Ross Dress For Less
02.2012 - 10.2014

Operations Manager

Gander Mountain Outdoors
01.2005 - 01.2011

Human Resources Manager

Marshalls Department Store
01.2001 - 01.2011

District Manager in Training

Clothestime
08.1993 - 09.1995

Store Manager

Lane Bryant
10.1989 - 08.1993

Merchandise Manager

Childrens Place Inc.
02.1982 - 11.1986

Associate of Science - Basic Studies

University of Houston

Associate of Science - Accounting And Business Management

Lone Star College System

Bachelor of Science - Human Resources Management

Phoenix College of Arizona Online

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Jennifer Horton-Graham