Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaTroysha Brooks

Des Moines,IA

Summary


Results-driven management professional with extensive experience in overseeing center operations and leading teams to achieve operational excellence. Proven ability to implement strategic initiatives that enhance service quality and operational efficiency. Reliable team player with strong focus on collaboration and adaptability to changing needs, showcasing skills in leadership and operational management.

Overview

28
28
years of professional experience

Work History

Tire and Battery Center Manager

Sam's Club
03.2018 - Current
  • Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
  • Boosted customer satisfaction, meticulously tracking and addressing feedback for continuous service improvement.
  • Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
  • Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
  • Ensured compliance with all relevant regulations, maintaining a safe and secure environment for staff members and clients alike.
  • Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
  • Managed work and performance of more than 10 employees.
  • Optimized resource allocation to meet fluctuating demands, ensuring smooth center operations without overstretching budget.
  • Spearheaded adoption of new scheduling system, facilitating smoother appointment setting process for clients.

Fresh Produce Manager

Sam's Club
03.2016 - 03.2018
  • Conducted regular staff training sessions on proper handling and storage techniques for various types of produce, increasing product longevity and freshness.
  • Improved employee productivity through effective scheduling and task delegation, ensuring all team members had clear responsibilities within the department.
  • Collaborated with other department managers to create store-wide promotional events, driving cross-selling opportunities and increasing overall revenue.
  • Implemented safety protocols within the department, minimizing risks associated with handling perishable goods or heavy equipment use during stocking.
  • Reduced waste levels by regularly monitoring inventory and adjusting orders accordingly.
  • Kept grocery team operations in strict compliance with workplace standards and food safety requirements to maintain optimal health protection.

Member Service Supervisor

Sam's Club
06.2014 - 03.2016
  • Hub communication for departments of the store.
  • Provide timely, efficient and accurate customer service.
  • Ensure Front end of store running efficiently for business.
  • Monitored key performance metrics regularly, identifying trends and implementing strategies to improve team success rates consistently.
  • Managed escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
  • Completed in-depth research to answer more complex questions.
  • Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
  • Trained, mentored and evaluated employees on service quality, knowledge, and performance.
  • Mentored new hires, resulting in higher retention rates and faster integration into the team.
  • Coached team members through performance reviews, identifying areas for growth and development while setting achievable goals in alignment with organizational objectives.
  • Provide exceptional customer service and assistance as needed to other business areas.

Supportive Living Tech

Mainstream Living
03.1998 - 09.2012
  • Follow client programs to ensure expectations and goals were accomplished daily and annually.
  • Maintain and protect client confidentiality.
  • Aided clients with daily living activities.
  • Maintained daily behavior, program, medication logs according to State and company policies/regulations.
  • Reinforced and role modeled acceptable behavior for clients and guided when needed corrective behavior.
  • Identified and reported behavioral changes to program staff, physicians and others as needed.
  • Strengthened communication skills through regular interactions with others.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Developed and maintained courteous and effective working relationships.

Deli Team Leader

Sam's Club
11.2009 - 04.2012
  • Provided leadership, training, and an open door policy to associates.
  • Reduced waste and improved cost control by monitoring expiration dates, rotating stock, and adjusting inventory levels as needed.
  • Ensured a clean, safe environment through consistent adherence to sanitation guidelines and health department regulations.
  • Improved customer satisfaction by providing exceptional service, product knowledge, and attention to detail.
  • Demonstrated exceptional leadership skills by coaching/mentoring junior team members on various aspects of the deli business — from product knowledge/customer service techniques to operational best practices/regulatory compliance measures.
  • Tracked inventory and reported weekly, monthly, and annual sales.
  • Ensured proper food preparation procedures were adhered to through documentation.
  • Communicated business needs with management to keep store running efficiently.
  • Managed daily operations of the deli department, including staff scheduling, ordering supplies, maintaining equipment, and ensuring quality control measures were met.

Memberships Associate

Sam's Club
09.2007 - 11.2009
  • Effectively communicated accurate information to members, management, and other business areas.
  • Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
  • Assisted in the preparation and distribution of comprehensive membership reports, providing valuable insights for organizational decision-making processes.
  • Processed and audited transactions, purchases and payments.
  • Provided exceptional customer service to both current and prospective members, consistently exceeding expectations in all interactions.
  • Implemented innovative strategies for increasing overall membership revenue through upselling additional services or products when appropriate.
  • Boosted membership retention rates through proactive engagement and regular follow-up communication.
  • Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
  • Maintained and filed daily reports according to store policies.
  • Entered member's confidential information when setting up a membership or credit card.

Education

Associate of Applied Science - Criminal Justice

Kaplan University
Urbandale, Iowa
12.2010

Skills

  • Interviewing, hiring, onboarding and training
  • Operations management
  • Schedule management
  • Performance evaluation and monitoring
  • Compliance monitoring
  • Business and employee development
  • Effective leader
  • Records organization and management
  • Delegation
  • Abuse Training
  • Criminal Investigation

Timeline

Tire and Battery Center Manager

Sam's Club
03.2018 - Current

Fresh Produce Manager

Sam's Club
03.2016 - 03.2018

Member Service Supervisor

Sam's Club
06.2014 - 03.2016

Deli Team Leader

Sam's Club
11.2009 - 04.2012

Memberships Associate

Sam's Club
09.2007 - 11.2009

Supportive Living Tech

Mainstream Living
03.1998 - 09.2012

Associate of Applied Science - Criminal Justice

Kaplan University

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