Kaneesha Hall

Customer Experience

Executes the One Plan strategy, ensuring consistency and excellence of customer experience. Offers feedback, training,

and coaching, and develops action plans for improvement.
Shares customer service best practices with all team members to deliver a distinctive, consistent and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
Ensures the resolution of customer complaints for both pharmacy and front end and provides guidance on responses to customers’ special needs.
Operations
Supervises assigned stores and visits stores on a routine basis. Leads district execution of key front end and pharmacy initiatives, partnering with DPR and HCS.
Drives operational excellence through collaboration with Store Managers and Pharmacy Managers.
Works with Store Managers in order to support their operational focus and drive the execution of market strategies at the store levels.

Provides recommendations on the optimization of merchandising and inventory to Director, Pharmacy and Retail Operations
Provides input on key merchandising needs, such as product assortment, promotional pricing, advertising programs and display execution. Makes recommendations to Director Pharmacy and Retail Operations to ensures in store execution and compliance of merchandising strategy.

Coaches Pharmacy Managers to drive executional excellence in pharmacy operations and supports pharmacy programs and initiatives and leverages tools to enforce compliance. Act as first point of contact for non-clinical pharmacy issues. Develops and organizes community events, and builds relationships with key community organizations. Collaborates with Store Managers in community to drive community events.

Monitors and approves employee pay rates and increases.
Supervises management of operations of assigned locations including strict compliance with any and all applicable laws and regulations, including but not limited to the sale of Alcohol, Tobacco, Fresh Food and Pharmacy Products.
Business Performance Management
Prepares for and attends area meetings.
Understands key metrics/ financials and provides input on profit/ loss and exceptions to inform district planning.
Directs Store Managers to contribute to the execution of plans to improve business performance.
Conducts regular update meetings with Store Managers to evaluate store/district level performance. Facilitates collaboration between Store Managers to share best practices.
Business Planning
Executes on local healthcare strategy as developed by Director Pharmacy and Retail Operations and Healthcare Supervisor.
Executes on improvement plans for poor performing stores, in collaboration with the Director Pharmacy and Retail Operations.
People & Performance Management
Executes against the area level recruitment strategy set forth by the Director Pharmacy & Retail Operations and assists with hiring and staffing process for Assistant Store Manager Trainees. . Maintains pulse on pharmacy staffing needs and works with HCS to identify areas of need. Ensures sufficient staffing resources and controlled payroll expenses.
Focuses on coaching and developing Store Managers and Pharmacy Managers to drive employee engagement and increase performance, while protecting the capacity of direct reports and ensuring their ability to execute.
Identifies low performing Store Managers and ensures sufficient coaching and performance management.
Works with Human Resources Generalist to implement corporate training strategies to provide development support to team members.
Drives performance management process for Store Managers; Provides feedback on Pharmacy Manager review process to Store Manager.
Takes action on recommendations set forth by Employee Relations and Human Resources related to store team member performance issues.
Promotes teamwork and motivates team members by establishing expectations, tracking results, showing enthusiasm and sharing vision.

District Manager

Ensures compliance with all corporate policies, applicable employment laws, and is consistently fair in the treatment of all team members.

Ensures compliance on non-clinical quality related events, up through coaching, training, resolution (inaccurate refill example), leveraging existing tools and working with the Healthcare Supervisor.

Champions and owns change at district level for new initiatives.

Training & Personal Development

Participates in training and supports training efforts where necessary. Seeks opportunities to receive management and leadership training.

Seeks self-development by monitoring own performance, setting high personal standards, increasing knowledge of retail, pharmacy and management fields, seeking and sharing best practices.

Communications

Cascades information from conference calls, area meetings, and corporate initiatives to direct and indirect reports. Reviews and cascades emails from Corporate and Regional Vice Presidents and Director, Pharmacy and Operations to Store Managers.

Communicates regularly with managers and team members through one-on-one discussions, group meetings as needed, and in writing to keep them apprised, solicit input, answer questions and ensuring communication is open.

• Completed point of sale opening and closing procedures.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Approved regular payroll submissions for employees.
• Rotated merchandise and displays to feature new products and promotions.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Supervised guests at front counter, answering questions regarding products.
• Managed inventory control, cash control, and store opening and closing procedures.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Assisted with hiring, training and mentoring new staff members.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Developed and implemented successful staff incentive programs to motivate employees.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Reduced operational risks while organizing data to forecast performance trends.
• Finishes all commitments to high degree of quality without supervision. Maintains enthusiasm, even for difficult tasks or when others are not optimistic; acts to increase the enthusiasm of others. Seeks to identify opportunities to develop and actively seeks feedback.
• Always takes initiative and is proactive in getting work done and preventing problems.
• Instills a sense of urgency in others.
• Shows persistence by increasing effort to achieve results and overcome hurdle

• Rotated merchandise and displays to feature new products and promotions.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.
• Maintained positive customer relationships by responding quickly to customer service inquiries.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Created and maintained safe and secure work environments for employees.
• Developed and maintained strong relationships with vendors to facilitate timely product delivery.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

• Collaborated with other departments to drive successful completion of assigned tasks.
• Coordinated daily floor restocks and merchandise resets to drive sales and product promotion.
• Maintained clean and organized store environment to cultivate pleasant shopping experiences.
• Assisted supervisor with feedback for employee performance evaluations.
• Monitored sales floor and provided customer service to foster retention and loyalty.
• Implemented cost-saving measures to reduce waste and optimize profitability.
• Developed and maintained relationships with vendors and suppliers to achieve favorable pricing and delivery times.
• Managed store inventories with periodic audits to verify correct counts and adherence to stock management protocols.
• Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
• Delegated tasks to employees to enhance productivity and workflow.
• Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
• Defined and enforced store procedures in compliance with company policies and procedures.
• Developed and implemented strategies to improve customer service and increase sales.
• Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Maintained database systems to track and analyze operational data.
• Developed effective improvement plans in alignment with goals and specifications.