Jillian Ishmael
Brooklyn,NY
Summary
Dynamic Store Manager with a proven track record at Victoria's Secret, excelling in customer service and team building. Achieved consistent sales growth through strategic promotions and effective inventory management. Skilled in training and developing talent, fostering a positive work environment that enhances employee engagement and satisfaction.
Overview
22
22
years of professional experience
Work History
Store Manager
Victoria Secret
01.2017 - Current
- Boosted store performance by exemplifying company values, prioritizing customer service and inclusion.
- Implemented sales promotions to drive customer engagement and sales growth.
- Analyzed sales data to identify trends and inform business decisions.
- Fostered a positive work environment through team-building activities and feedback sessions.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Created weekly work schedules for store personnel.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Established customer service standards and monitored staff compliance.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Organized promotional events to increase product awareness.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Managed payroll operations efficiently, ensuring accurate and timely processing.
- Achieved sales growth and exceeded last year's targets consistently.
- Directed efforts to minimize shrinkage, attaining set shrink goals effectively.
- Cultivated positive associate relations, enhancing team morale and satisfaction.
- Spearheaded the associate retention process, reducing turnover rates significantly.
- Owned the Associate Opinion Survey process, implementing actionable feedback.
- Led talent life cycle management, focusing on direct report development.
Operations Manager
Macy's
01.2012 - 01.2016
- Drive overall Store Scorecard results by focusing efforts on the following tactics: shopping environment, pricing and signing, Workload planning; Profit: staffing and weekend compliance, logistics, shortage and safety
- Manage all payroll/non-payroll expense; directly responsible for EBIT%
- Direct the receiving and processing of all merchandise receipts; ensure back of house standards are maintained
- Analyze store shortage and implement reduction initiatives in partnership with the Loss Prevention Manager
- Manage staffing working with the staffing group and ensure adherence to the daily staffing plan
- Ensure that all procedures, policies, exposure standards and shortage awareness are thoroughly understood by the store team Including all Executives and Associates
- Train, motivate and develop operations team to reach their fullest potential and to maximize business opportunities
- Clearly communicate store and Company objectives so both Executives and Associates are well informed
- Direct total store maintenance; create a safe and clean environment for both customers and Associates
- Manage supply budgets and ensure store stays in stock on selling supply and other required items
- Initiate and implement shortage and safety programs
- Recruit and select qualified support Associates
- Create a positive, inclusive work environment focusing on internal and external customer service and safety
- Address Associate concerns in a reasonable and fair manner, consistent with the values expected by the Company
- Monitor and address performance issues on a timely basis; administer Responsibility Based Performance as needed
- Utilize review process as a tool for Associate talent development, promotion and advancement
- Lead Associates in support of community service opportunities
Assistant Operations Manager
Macy's
01.2010 - 01.2012
- Drove overall Store/Operations Scorecard results by focusing efforts on shopping environment, pricing and signing, workload planning, Omni channel, staffing and weekend compliance, logistics, housekeeping, shortage and safety.
- Oversee management of receiving and processing of all new receipts, ensure back of house standards are maintained and drive process of all reverse logistics with emphasis on return to vendor compliance.
- Support shortage program by partnering with AP department to ensure all procedures, policies, exposure standards and shortage awareness objectives are understood and executed.
- Partnered with Operations Manager on managing all payroll and non-payroll expenses as well as supply budgets.
- Recognized associate promotions, advancements and talent development by training, motivating and developing support associates to reach their full potential and to maximize business opportunities.
- Created a positive and safe work environment focusing on the internal and external customer service and safety by driving company programs.
Regional Logistics Manager
Macy's
Bay Area, California
01.2008 - 01.2010
- Analyze logistics reports and develop recommendations to improve.
- Communicate and follow-up with store teams to ensure all merchandise are pushed to the floor (dock to floor in 24).
- Liaison between distribution center, stores, buyers and DC regarding deliveries.
- Drove improvement in all key components of the customer experience that required attention.
- Work with internal partners to correct non-compliant performance. Take corrective action based on the results of operational spot checks, validation of the on dock accuracy and the daily operational reporting tools.
- Coordinate all outbound deliveries from processing center to locations.
MTM RWT/Men's
Macy's
Bay Area, California
01.2004 - 01.2008
- Supported daily merchandise functions for a multi-million dollar family of business.
- Direct responsibilities included driving and exceeding sales goal by executing merchandise directives, price changes, replenishments and sale promotion set ups.
- Processed all return-to-vendors, salvages and managed the overall physical inventory process.
- Partnered with Executive team to plan and execute floor/fixture moves, merchandise placement and overall visual presentation.
Education
Some College (No Degree) - Phlebotomy
University of Phoenix
10-2025
Associate of Applied Science - Business Management
Heald Business College
Oakland, CA06.1998
Skills
- Customer service
- Team building
- Visual merchandising
- Employee training
- Sales analysis
- Inventory management
Timeline
Store Manager
Victoria Secret
01.2017 - Current
Operations Manager
Macy's
01.2012 - 01.2016
Assistant Operations Manager
Macy's
01.2010 - 01.2012
Regional Logistics Manager
Macy's
01.2008 - 01.2010
MTM RWT/Men's
Macy's
01.2004 - 01.2008
Some College (No Degree) - Phlebotomy
University of Phoenix
Associate of Applied Science - Business Management
Heald Business College