Overview
19
19
years of professional experience
Work History
Supervisor
Contact Center-AWL
Austin, TX
01.2012 - 01.2023
- Review daily, weekly, and monthly metrics to measure productivity and goal achievement and to determine areas needing improvement
- Manage staff of 180+, in a virtual customer service environment, preparing work schedules and assigning specific duties
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with upper management
- Determine staffing requirements, and interview, hire and train new employees or oversee those personnel processes
- Plan and direct activities such as promotions, coordinating with other department managers as required
- Relaying all process changes to direct reports and assisting with training when needed
- Resource management to ensure proper staffing of the contact center in relation to varying customer demand and service levels
- Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, terminating employees, and administering disciplinary procedures
- Represent organization at personnel-related hearings and investigations
- Provide current and prospective employees with information about policies, job duties, working conditions, wages, and opportunity for promotion
- Human Resource responsibilities such as vacation approvals, approvals for PTO, unpaid leave, FMLA and merit increases
- Conduct weekly 1:1’s with Team Leads on management and leadership skills, including ongoing development of the contact center teams
- Evaluate and deliver quality assurance feedback and coaching, setting action plans for performance and production improvements
- Responsible for quarterly revenue and production targets set by CEO.
Store Floor Lead
Sur La Table
Austin, TX
01.2014 - 01.2017
- Set sales direction for the day by creating daily agendas
- Model and hold employees accountable for supporting sales and driving initiatives including Key Items and core sales goals
- Model and hold store employees accountable for delivering HERO Selling behaviors
- Direct employees to ensure appropriate merchandise stock levels, merchandise presentations, and ensure selling floor is adequately stocked according to visual standards.
Assistant Store Manager
Williams Sonoma
Austin, TX
01.2011 - 01.2014
- Partner with Store Manager to ensure store meets or exceeds sales and contest goals
- Prioritize, plan, and adjust schedules and daily agendas to meet business goals and hold team accountable to achieving goals
- Train and motivate all associates through on-going programs in sales, customer service and product knowledge
- Assess performance quality and provide on-going feedback; Complete and deliver performance appraisals and development plans
- Ensure store standards are met and maintained, i.e., visuals, cleanliness, signage, safety, etc
- Monitor assets through accurate inventory management procedures
- Partner with Resident Chef to plan and execute all events and cooking classes/demos.
Assistant Store Manager
Pier 1 Imports
Austin, TX
01.2009 - 01.2011
- Set the pace on sales floor and model desired behaviors to generate sales and build loyal customer relationships
- Take ownership for delivering exceptional customer service, using all available resources to provide a complete solution
- Communicate and hold self and team accountable for achieving daily goals for sales, productivity, and business development
- Maximize team and individual performance through consistent coaching and feedback using performance management processes.
Store Manager
Sur La Table
Lakewood, CO
01.2004 - 01.2009
- Model and direct employees to ensure customer service standards are met
- Resolve customer problems or complaints by determining optimal solutions in a timely manner
- Ensure accuracy and integrity of employee information including, but not limited to, time and attendance records, personal data, and payroll
- Create plans to proactively staff the store according to business need
- Recruit, retain and engage a team who inspires customers to do more in the kitchen and do it better
- Analyze and measure business/core (coffee/electrics, cookware, cutlery, and culinary) trends
- Implement plans to drive sales, and profitability
- Manage inventory to standards
- Control shrink, expenses and payroll
- Provide ongoing coaching and performance feedback to employees and conduct formal performance reviews
- Develop the next generation of managers
- Plan and execute all on and offsite events, demos, and cooking classes
- Complete all merchandising and floor sets/visual to standard.
Skills
- SKILLS & ABILITIES
- Proficient in
- Five9 software (Agent, Supervisor, Administrator and
- Reports) and Ring Central
- Experienced in Zoho CRM
- Experience in Apollo GDS Reservation System
Timeline
Store Floor Lead - Sur La Table
01.2014 - 01.2017
Supervisor - Contact Center-AWL
01.2012 - 01.2023
Assistant Store Manager - Williams Sonoma
01.2011 - 01.2014
Assistant Store Manager - Pier 1 Imports
01.2009 - 01.2011
Store Manager - Sur La Table
01.2004 - 01.2009
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