Joanna Pan

TEAM MANAGEMENT:

• Collaborated in the new store opening of the first DOS Gucci location in Cincinnati, OH. setting up the back of house to the highest and most efficient standards in accordance with one of the leading global luxury fashion houses
• Led a team of 2 BOH team coordinators and 7 client advisors through effective communication, coaching, training, and development.
• Boosted growth in team members through regular touch bases, performance reviews, constructive feedback, and personal development plans.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Developed a high-performing team by recruiting top talent, providing ongoing training, fostering a positive work environment, and implementing best practices.
• Consistently reached both operations and sales KPIs such as shrink rate, product care turnaround, consolidation compliance, and sales goals
• Traveled to other stores in the region for training, new store openings, and partnered with new team managers of operations virtually to train and develop

OPERATIONS:

• Implementing new and existing processes, ideas, and best practices to streamline operations and sales
• Fully immersed myself in learning and mastering the different systems such as SAP, POS, RFID, BOP, Kering service production, MAO, and loss protection portal
• Managed our store TSL levels
• Collaborated with inventory planning to optimize sell through, assortment, and consolidations
• Managed logistics of all incoming and outgoing shipment
• Resolved inventory discrepancies, cash discrepancies, client issue escalations, and after sales / product care client services
• Ensured our store is fully replenished with packaging, store supplies, and inventory
• Managed our store budget for different areas such as store supplies, client hosting, and employee rewards while being cost effective
• Implemented back of house and front of house visual standards
• Ensured our store was extremely organized with product labeling, algorithm in organizational structure, and filing paperwork and documents.

SALES, AFTER SALES, AND CLIENT RELATIONSHIPS:

• Built long lasting client relationships and maintaining an elevated floor presence and experience
• Rolled out the after sales repair program to our new store streamlining the process from front of house, back of house, and our repair centers
• Consistently reached our after sales KPI turnaround time of 6 weeks at an average of 3.4 weeks, receiving the product care champion award twice.

INVENTORY CONTROL/MANAGEMENT AND LOSS PROTECTION

• Maintained our shrink rate at .07% with a goal of .36%
• Full inventory control and inventory management leading and reconciling 4 cycle counts a month and 2 full inventory counts a year
• Implemented loss protection processes, policies, tools, and best practices

• I led our monthly inventory counts delegating tasks and sections to our team
• I resolved all discrepancies within our inventory using critical thinking, data, reports, and other resources to maintain and reach our shrink rate goal ensuring inventory accuracy
• Handled and organized all incoming and outgoing shipments
• I ensured our store was replenished with the correct amount of packaging, store supplies, and fragrance samples
• Managed OMNI orders while updating clients and client advisors on the status of their orders
• Managed repairs, in-store repairs, and assisted with repair questions with clients and client advisors
• I built relationships with clients delivering excellent customer service and product knowledge
• Assisted the sales and management team with any operational and logistics questions
• By February 2022, I was offered extensive training and career conversations to be promoted to Operations Specialist

• Managed day-to-day operations such as markdowns, recalls, inventory, special orders, freight coordination, and more
• Fulfilled weekly pulls to send products to the right demographic where they will succeed
• Managed the visual merchandising to maximize sales
• Upheld the highest standards of the company in customer service and product knowledge

• Trained new servers on the responsibilities, correct protocols, POS, and customer service
• Cross-trained in hosting, take out management, and filled in as manager on duty when needed leading other servers and delegating tasks
• Demonstrate customer service and hospitality while greeting, communicating, and serving guests
• Assist guests to ensure prompt, accurate service to fulfill their experience
• Adapt to high-volume and fast-pace work environment

• Head coach of beginner’s figure skating class of approximately ten students
• Trained students, taught tricks and skills to better their figure skating skills
• Conducted evaluations to pass or decline students on whether they advanced to the next level