Karissa Wilbourn
Summary
Business Operations and people Leader with 19+ years of progressive leadership experience in directing high-volume retail operations, developing high-performing teams and driving operational excellence. Proven success leading multimillion dollar businesses, opening new locations, improving financial performance, coaching and developing future leaders, while creating exceptional customer experience. Recognized for critical and strategic thinking, operational execution, talent development, and building engaged, results-driven teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Store Manager
Starbucks Coffee Company
09.2016 - Current
- Built high performing teams of 20-30 employees.
- Drove sales growth in multi-million-dollar stores through targeted strategies
- Inspired and worked alongside partners for growth and development.
- Analyze business metrics, labor, p&l, and performance growth
- Managed inventory and implemented cost controls to maximize profitability
- Ensure all staff adhere to safety and security policies.
- Create and execute hiring and staffing plans.
- Created a culture centered around accountability, collaboration, customer experience and operational excellence
- Promoted high standards of customer service to enhance overall customer experience.
- Used reports and data to ensure all cash handling procedures are being followed.
- Implements company promotions and operational changes.
- Held performance and accountability conversations
- Utilizes existing tools to effectively communicate to the team
- Adjusted work priorities effectively in response to changing business needs.
- Creates an environment that aligns with Starbucks Mission & Values
- De-escalate all customer issues within my store
- Led operational improvements across district that enhanced peer performance
- Received multiple leadership awards
- Maintained exceptional food safety and operational audit results
- Starbucks Assistant Manager - 2016-2016
- Starbucks Shift Supervisor - 2011-2016
- Starbucks Barista - 2007-2011
Education
Le Cordon Bleu Culinary Arts -
01-2010
Las Vegas Academy - undefined
01-2008
Skills
- Store Operations
- Inventory Excellence
- Retail Training
- Staffing solutions
- Business Development
- Planning & Prioritizing
- Performance Coaching
- Business analysis
- Effective Communication
- Team Building
- Employee Engagement
- Community Engagement
- Microsoft Teams
- Problem Solving
Accomplishments
- 2017-2018
- Successfully staffed, opened a relocated DT Store
- Led the Las Vegas market in metrics; including drive thru times, customer engagement, food safety and turnover.
- Accomplished 100% on food safety store audits
- Trained and Developed SSV > ASM > SM.
- 2018-2019 Denton, TX
- Successfully staffed and opened a New Store
- Held the highest customer experience score in Area 119 from opening day.
- Landed top 5 in drive thru speed in my Area
- Managed multiple locations anywhere from 30-90 days.
- Received Store Manager of the Quarter Award Q1
- Supported the development of Leaders in my district to achieve operational success and contribute to the portfolio
- 2019-2023 – Mineral Wells, TX
- Successfully hired and trained all 20 partners for a New Store Opening
- Led and paved the way for Customer Connection in Area 150 with the first ever score above 75. Supported managers from within Area 150 to across the country in achieving customer connection
- Top 10 in Drive Thru Speed in Area 150
- Received Store Manager of the Quarter Award
- Received Community Champion Award
- Trained & Developed 3 store managers
- Simultaneously managed multiple stores at one time
- Influence Store Managers across the Area and Company to re-think food safety & cleanliness
- Led my district to achieving Drive Thru speed goals, moving us from almost last in the area to top 2.
- Brought a Dual Managing store from a 38-connection score to a 58-connection score while also lowering their peak times by an average of 6 seconds.
- Developed multiple peers on operation excellence, prioritizing and planning, hiring events, new store opening plans, and customer connection.
- Led my district through supporting Neighborhood Grant donations, then impacted area growth of Neighborhood Grant donations
- 2023-2026 – Stephenville, TX
- New store Opening
Certification
Food Safety Manager Certificate
Timeline
Store Manager
Starbucks Coffee Company
09.2016 - Current
Las Vegas Academy - undefined
Le Cordon Bleu Culinary Arts -
Community Engagement
Fort Worth Food Bank, Led Carry the Load Forth Worth 2021 & 2023, Crazy Water Festival 2019 & 2023, First ever Pride Event in Mineral Wells, TX, First Pride Parade Abilene, TX, Share the Love Valentine’s Day give back to special needs students across our town, Wildfire support to First Responders, Community Trunk or Treat 2020-2023, Local Animal Shelter Clean Up, Donated coffee to over 100 non-profits across Central Texas, Collected Partner Coffee Mark out donations for Memorial Day Veterans across District 804, Served at Armed Forces Bowl 2023, Wreaths Across America 2023, Donate breakfast to the National Guard once a year for training 2019-2023, National Night Out Abilene 2022
ACHIEVEMENTS
- Store Manager Trainer
- Store Manager of the Quarter 2017 & 2021
- New Store Opening - 2016
- New Store Opening - 2018
- New Store Opening - 2019
- New store Opening – 2024
- New Store Opening – 2025
- Community Champion - 2022
- Armed Forces Network Area Lead - 2023