Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kayla Dos Santos

Ledyard Center

Summary

Results-oriented Store Manager with over 15 years of leadership experience in the retail industry. Demonstrated expertise in analyzing sales data and crafting strategies that drive revenue growth, while motivating teams to exceed performance targets. Adept at building strong relationships with diverse groups, leveraging solid organizational and communication skills to support upper management effectively. Committed to fostering a positive workplace culture that enhances team productivity and customer satisfaction.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Office Manager

Aspen Dental
02.2025 - Current
  • Manage day-to-day administrative tasks and front office operations.
  • Maintain a clean, organized, and welcoming environment for patients.
  • Ensure the office complies with dental regulations and health & safety standards.
  • Supervise, train, and support front desk and administrative staff.
  • Create staff schedules and manage time-off requests.
  • Conduct performance evaluations and address staff concerns.
  • Oversee patient scheduling to maximize productivity and minimize wait times.
  • Handle patient inquiries, concerns, and complaints with professionalism.
  • Ensure accurate and complete patient records and data entry.
  • Manage insurance claims processing and follow up on unpaid claims.
  • Oversee patient billing, collections, and financial agreements.
  • Verify patient insurance eligibility and coverage before appointments.
  • Maintain practice management software and troubleshoot minor issues.
  • Order and manage office supplies and inventory.
  • Coordinate equipment maintenance and service when needed.

General Manager

Party City
02.2019 - 02.2025
  • 15+ years of leadership, supervisory, and administrative duties, including ordering supplies, answering multi-line phones, weekly payroll, and writing weekly schedules.
  • 15+ years of experience in customer service, conflict resolution, and de-escalation processes.
  • Recruits for outstanding associates, identifies internal associate talent, and provides opportunities for career path development.
  • Currently leading a team of 20 team members and 4 team leaders.
  • During peak seasons, recruits, hires, and develops training plans for an additional 25 to 30 team members.
  • Writing and administering competency development reviews, and annual performance assessments.
  • Collected and synthesized KPI performance on a weekly basis to ensure target sales, revenue, and budget were reached.
  • Driving overall profitability for the store, focusing on total store sales and expense control; exceeded the annual sales forecast for the last three years.
  • Responsible for ensuring the proper execution of all cash handling policies, including opening and closing procedures.
  • Ensuring compliance with corporate Loss Prevention and Human Resources policies and procedures, and conducting monthly safety meetings.

Assistant Manager

Party City
11.2017 - 12.2019
  • Performed regular inventory audits to maintain accurate stock levels, and prevent stockouts.
  • Resolved customer complaints promptly and effectively to ensure high levels of satisfaction.
  • Assist the store manager in realizing or exceeding determined sales plans and target metric objectives.
  • Count cash at the end of the shift, and manage bank deposits.
  • Train staff on how to drive sales through consistent development of product knowledge and customer service standards.
  • Developed an employee scheduling system that optimized staffing levels and reduced overtime costs.
  • Implemented visual merchandising updates to increase product visibility and drive sales.

Shift Supervisor

Party City
11.2013 - 11.2017
  • Collaborated with human resources and other departments to source and select the best candidates.
  • Executed excellent customer service skills.
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
  • Executed inventory control and cycle counts of high-volume and high-value items on a frequent basis to maintain inventory integrity, and to identify and correct any fluctuations found.
  • Delegated responsibilities to train newly hired employees, and mentoring employees to progress within the company.
  • Adhered to the company's loss prevention procedures.
  • Practiced safe cash-handling procedures and monitored activity for potential theft.
  • Utilized problem-solving skills to resolve conflicts between staff members.
  • Successfully supervised the day-to-day operations of a team of up to 20 employees.
  • Managed payroll and other administrative tasks.
  • Managed product selection, pricing, and placement of products in the store.

Education

Bachelor of Arts - Criminal Justice And Sociology

Rhode Island College
Providence, RI
05-2010

Skills

  • Customer engagement
  • Team coaching and development
  • Conflict resolution
  • Strategic Thinking
  • Leadership skills
  • Problem solving
  • Adaptability
  • Communication skills
  • Time management
  • Sales Management

Certification

CPR

Timeline

Office Manager

Aspen Dental
02.2025 - Current

General Manager

Party City
02.2019 - 02.2025

Assistant Manager

Party City
11.2017 - 12.2019

Shift Supervisor

Party City
11.2013 - 11.2017

Bachelor of Arts - Criminal Justice And Sociology

Rhode Island College

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