Keshia S. Spruill

• Human Resources including employee retention, hiring/termination, and payroll

• Promoting and providing exceptional customer service for both pet owners and their pets

• Management of overall day-to-day operations including maintenance, upkeep, supply ordering, and scheduling for 30 plus employees

• Creating and promoting brand awareness through social media presence and executing on and off-site events/promotions.

• Utilizing regular financial reports to identify areas of opportunity to maximize revenue/ebitda

• Overseeing customer experience, sales performance, and execution of brand excellence.

• Developing strong Resort Managers, Shift Leads and Team Members. While leading and creating a work culture based on Servant leadership

• Provide smooth and profitable operation by driving revenue and managing costs.

• Maintain exceptional level of customer service by developing strong Shift Leads and Team Members

• Front of house services such as marketing, in-house promotions, and outside events.

• Provides direction, leadership, and communication necessary to achieve sales results and operation excellence

• Creating plans to drive and achieve resort quantitative objectives including sales, labor and expense management.

• Strives for above and beyond customer service experiences by utilizing customer service metrics such as NPS, Google Reviews, Callbox scores.

• Ensures site always has adequate shift coverage, while adhering to scheduling and labor guidelines.

• Oversees recruiting, hiring, and training practices to ensure quality of resort staffing is maintained.

• Executes any corporate marketing plans, creates, and implements local market plans for marketing.

• Assist the Store Manager in achieving sales objectives by providing key holders and sales associates with daily goals

• Maintain customer service and loss prevention by providing sufficient floor coverage throughout the day, while controlling payroll and operation expenses

• Overseeing the training and execution of product placement and visual merchandising is within company standards.

• Ensuring the sales floor is presentable and shopper friendly while delegating daily operational task to the sales team to maintain operational excellence.

• Interview and hire based on store needs while developing and growing current staff.

Trained and developed associates with the potential to become more within the store and throughout the district.

• Controlled sales and payroll while maintaining efficient floor coverage.

• Managed 16 sales associates, 2 full-time assistant managers, and 2 part-time assistant managers. • Ensured that all visual standards were met and maintained.

• Made sure that freight was being processed fast and efficiently

• Lead sales through consistent operational excellence

• Developed a culture of recognition, accountability, discipline, and sense of urgency.

• Trained staff on how to drive sales to fullest potential through continued development on product knowledge, customer service standards, and visual presentation.

• Collaborated with Human Resources to hire, develop and retain top talent, as well as address employee

• Answering multiple phone lines up to 5 lines to ensure excellent customer service.

• Lead by example and supervise store associates to ensure customer service and operational excellence. • Assist in developing and implementing action plans that meet service levels and balance task completion.

• Ensure that the presentation standards are in line with the company's direction and consistent.

• Assist with inventory control and financial processes.

• Ensure customer satisfaction and operational excellence within the store by focusing on the Sales and Service,

• implementation of financial plans to maintain KPIs.

• Responds to customer feedback with a sense of urgency and assists with the recruitment, hiring and on boarding of associates.

• Helped identify and provide associate training, product training, and trend information

• Communicates associate goals and provides developmental opportunities, feedback and coaching to support the growth of the company.

• Provide direction and guidance to large group(s) of associates to ensure the efficient and effective operation of the stock room and sales floor and product flow
• Create a positive environment supportive of employee training and development
• Create and maintain an environment of strong sales and exceptional customer service through teamwork, coaching associate and leading by example, customer service or sales
• Accountability for stock room process & procedures
• Maintain company standards and guidelines around product flow process and shipping & receiving procedures
• Supervise and oversee the store shipping & receiving function
• Ensure accurate receipt & delivery of product into and out of the store
• Provide efficient order management from placement of order to delivery of goods.