Summary
Overview
Work History
Education
Skills
Timeline
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Kathi Clawson

Kathi Clawson

Louisville,KY

Summary

A developed leader looking to make a difference in my community with an opportunity to learn and grow with an organization that shares my passion for helping teams to grow and be the best they can be.

Results-oriented management professional with strong background in overseeing multiple units and driving operational success. Demonstrated ability to lead teams effectively, ensuring high standards and achieving outstanding results. Known for adaptability and collaborative approach, ensuring alignment with evolving business needs and goals.

Overview

18
18
years of professional experience

Work History

Multi Unit General Manager

Visionworks Doctors of Optometry
08.2023 - Current
  • Developed strong relationships with vendors to negotiate favorable contracts, reducing supply costs for the organization.
  • Enhanced employee productivity through continuous training, goal setting, and performance evaluations.
  • Oversaw facility maintenance activities, ensuring a clean and inviting environment for both employees and customers across all units.
  • Increased overall unit performance by implementing effective management strategies and streamlining operations.
  • Established operational benchmarks for each unit location, driving consistency in service quality and customer satisfaction.

Operations Manager

Chewy Pharmacy Customer Service
06.2022 - Current
  • Helped to develop the inbound customer service team for the pharmacy department. What began as a team of 6 team leads has been developed into a team of 12 Team Managers with over two hundred inbound customer service pharmacy technicians, dedicated to delivering outstanding customer experiences to our pharmacy customers. This team is just about a year old and we now assist our customers in 100% of the inbound call volume. I was instrumental in developing the training program, adding content as needed and continue to review and update monthly to ensure our technicians are always up to date with any changes. In partnership with a peer, we developed a customer experience outreach program to ensure our customers always have the best possible experience at Chewy. We have not only identified learning gaps within our teams, but also process gaps within our business workflows and are continually working with stakeholders to bridge those gaps and improve our processes to help ensure the best possible customer experiences.

Area Manager II

Chewy Pharmacy
05.2021 - Current
  • Led quality control initiative for both hard mail / email teams. Collaborated to develop and implement the training materials for second pharmacy site Managed 4 teams of pharmacy technicians, 3 remote and 1 onsite team, to include performance management detailing root cause and action plan. Monitored and calibrated the quality of our customer service/pharmacy technicians using multiple channels to include hard mail, email, and phone calls to ensure top level customer service. Contributed in the development of the sites first escalation team including completing the time study, developing the soft skills training ideals, as well as, building and training the team of 12 specialty trained pharmacy technicians.

Senior Store Team Leader - multi unit

Pet Supplies Plus
11.2016 - 11.2020
  • Multi-Unit Leader responsible for overall results of the Cincinnati Market Responsible for driving results in my home store and an additional 5 locations. Completing store audits and serving as a mentor to the other store leaders in my market, as well as, hiring, training and developing new store leadership. Driving the company scorecard in my current location to achieve company goals. Completed fiscal year 2017 number 96 in the company, number one in the district out of 22 locations.

Store Team Leader

Pet Supplies Plus
05.2015 - 11.2016
  • Improved overall scorecard results from 15th to 3rd in the first year. Responsible for implementing and training new company initiatives to include POS software and inventory management programs.

Training Manager

ADVANCE AUTO PARTS
12.2008 - 05.2015
  • Responsible for all store operations, hiring, training and developing team. Implemented multiple training modules for new store positions. members. Grew Business to business sales by over 109% in two years.

Assistant Store Manager

Assistant Store Manager
07.2007 - 11.2008
  • Oversaw the sales process on both the retail and commercial side of the business. Established external business relationships in order to grow commercial store sales

Education

HS Diploma -

Boardman Senior High School

Skills

  • Demonstrated leadership abilities
  • Virtual Team Management
  • Customer engagement
  • Team Building
  • Performance improvement strategies
  • Business-to-business sales
  • Operational coordination
  • Retail Management
  • Merchandising
  • Store Management Experience
  • Project-focused program development
  • Training and mentoring
  • Operations management
  • Sales growth
  • Staff development
  • Team motivation strategies
  • Customer service
  • Relationship building
  • Team building
  • Staffing and selection
  • Employee training and development

Timeline

Multi Unit General Manager

Visionworks Doctors of Optometry
08.2023 - Current

Operations Manager

Chewy Pharmacy Customer Service
06.2022 - Current

Area Manager II

Chewy Pharmacy
05.2021 - Current

Senior Store Team Leader - multi unit

Pet Supplies Plus
11.2016 - 11.2020

Store Team Leader

Pet Supplies Plus
05.2015 - 11.2016

Training Manager

ADVANCE AUTO PARTS
12.2008 - 05.2015

Assistant Store Manager

Assistant Store Manager
07.2007 - 11.2008

HS Diploma -

Boardman Senior High School

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Kathi Clawson