Lance Schoenen

• Primary focus is on Employee Benefit Programs
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Understand REI policy and procedure to accurately communicate to our customers
• Take phone calls from our customers to help them with HR related issues
• Process emailed tickets to help support our customers
• Educate our customers on how to find their answers within REI’s systems
• Collaborate within my team and other HR teams to quickly find resolutions
• Support our Tier 2 staff with their data entry within HR systems to help their workloads
• Assist payroll by answering basic payroll related questions
• UKG HR/Payroll Systems
• Equifax/TLAX unemployment processing
• Equifax hiring system processing
• Internal grant processing

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Lead Shipping Receiving, Store Inventory Fulfillment, and Customer Service Teams
• Help Store Manager Develop other DMs
• Oversee store’s inventory accuracy
• Lead store’s continuous improvement program
• Develop small team for employee engagement

• Manage daily operations of the retail store and focus on driving business goals
• Handle employee HR issues in a timely manner
• Develop and maintain customer, employee, and vendor relationships
• Providing exceptional service to all customers, in person, over the phone, and via electronic communication
• Coach, mentor, train, and develop a staff of over 45 employees
• Develop strategies to drive metrics and improve customer experience
• Balance store budgets while tracking impacts of sales trends, payroll, training, and events
• Support Outdoor Programs Market Coordinator in community outreach and in-store presentations
• Lead stores Continuous Improvement processes and share best practices with the other RSM’s
• Support Store Manager in developing new RSM’s

• Responsible for daily operations of the retail store and focus on driving business goals
• Handle HR issues in a timely manner in the absence of a Store Manager
• Coach and provide feedback on RSMs performance
• Provide direction to our OPO Market Coordinator
• Problem solving for a new store with unique issues

Develop sales team to create customer experiences and drive sales

• Lead ETE events and ensured teams got the most out of the experience
• Support and developed admin with hiring duties including creating a schedule, processing applications, and creating positions in Avature
• Wrote store schedule for 6 months while maximizing our payroll
• Helped our management team balance the budget over 6 months with weekly payroll updates along with monitoring sales daily to keep our store hours in line with our ELR
• Identified hiring needs based on departments
• Partnered with local organizations and universities for engagement and interest in jobs offered in our community
• Tracked key dates and deadlines and maintained specific personnel lists
• Screened all applicants based on their qualifications and background
• Promptly corresponded with all applicants and coordinated and conducted interviews
• Organized new employee orientation and training schedules for all new hires
• Asset Protection, Shrink Champion
• Created a new Gear Protection Standard which directly affected our inventory results helping raise our store out of Canyon tier
• Lead Shipping Receiving, Store Inventory Fulfillment, and Customer Service Teams
• Headed our lift ticket program at our store and developed relationships with reps from the Tahoe area ski resorts
• Lead two physical inventories while developing two sales leads to complete the process