LEIA KIMBLER
Bowling Green,Kentucky
Summary
Passionate leader with over 22 years experience in leading teams and delivering results in retail, e-commerce, and wholesale sales. Excellent interpersonal skills, to work well with others from various backgrounds, in both supervisory and support staff roles. Talented in offering a high-level of engagement with teams and promoting a positive work culture. Skilled in working in fast-paced environments and adapting to new situations and challenges to best support organizational success.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
Inked Brands
Bowling Green, KY
01.2016 - Current
- Oversees and monitors operations of support teams servicing fifteen e-Commerce brands, wholesale sales, and retail sales.
- Promotes growth in customer loyalty by leading team with appropriate behaviors and actions that result in customer satisfaction
- Effectively leads a team in a positive environment through coaching, recognition, development, and accountability
- Liaison between customers and internal teams by providing feedback, data, and recommendations
- Monitors and analyzes performance reports to seek improvement opportunities
- Develop and monitor key performance metrics to measure department effectiveness, customer experience and brand awareness
- Recruit, train and develop new employees and manage on-going performance assessment of current employees.
- Build customer relationships by responding to inquiries, identifying and assessing customers' needs, resolving problems, and following up with potential and existing customers.
- Organize daily workflow and facilitate appropriate staffing to provide optimal service based on business needs.
- Partner with business leaders to deliver services that support company objectives and goals, while maintaining core values.
- Collaborate and communicate with leaders of all levels to implement continuous improvements that promote efficiency and accuracy within processes that affect the customers' experience.
- Manage wholesale accounts to retain existing relationships and grow share of business.
Assistant Store Manager
Gap Inc, Gap
Bowling Green, KY
01.2010 - 01.2016
- Executed business strategy and led store team through customer engagement, operations, people management, and merchandising the store.
- Promoted a positive working environment for both the internal and external customer.
- Trained, coached, and motivated team members to deliver on company, brand, and store expectations.
- Recruited, interviewed, and hired candidates to ensure the team is consistently staffed with employees that meet brand expectations, while maintaining a tenured team with low turnover.
- Built customer loyalty and drives traffic through social media, email capture, and localized events.
- Completes promotional planning and execution
- Conducts product knowledge training based on new flow and current fashion trend
- Led team as community involvement leader by partnering with local non-profit organizations in volunteer events.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
Assistant Store Manager of Merchandising
Gap Inc, Old Navy
Bowling Green, KY
01.2008 - 01.2010
- Drive profitable sales growth by planning and executing company merchandising direction.
- Direct report to department merchandising leaders
- Train, coach, and hold those leaders accountable to brand merchandising and productivity goals.
- Generates and analyzes Field Merchandising Reports and makes necessary visual adjustments based on selling.
- Perform Manager in Duty responsibilities, lead team, and drive results during operating hours.
- Assessed areas of service concern and developed improvement plans.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Customer Experience Manager
Gap Inc, Old Navy
Bowling Green, KY
01.2004 - 01.2008
- Created and executed hiring plans to ensure all associates are trained on company programs, procedures, and operating procedures.
- Completed all new hire and termination processes, and responsible for employee files and audit compliance.
- Promoted a high level of customer service by leading by example and engaging with both the internal and external customers.
- Modeled leadership behaviors and delivered results during Manager on Duty shifts.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
Education
Bachelor of Business Administration -
Eastern Kentucky University
2000
Skills
- Motivational Leadership
- Employee Retention
- Business Analytics
- Brand Development
- Team Recruiting and Onboarding
- Customer Experience Improvement
- Interdepartmental Collaboration
- Customer Complaint Resolution
- Sales Statistics Analysis
- Client Correspondence
Timeline
Customer Experience Manager
Inked Brands
01.2016 - Current
Assistant Store Manager
Gap Inc, Gap
01.2010 - 01.2016
Assistant Store Manager of Merchandising
Gap Inc, Old Navy
01.2008 - 01.2010
Customer Experience Manager
Gap Inc, Old Navy
01.2004 - 01.2008
Bachelor of Business Administration -
Eastern Kentucky University
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