Lisa Esterkamp
Las Vegas
Summary
Motivational leader and organizational problem-solver with extensive experience in elevating customer experiences and achieving performance targets. Focused on strategic team leadership, driving results, performance analysis, and implementing training programs that enhance service quality and foster employee engagement to drive overall business success.
Overview
15
15
years of professional experience
Work History
Director of Visitor Services
Discovery Children's Museum
Las Vegas
01.2018 - Current
- Developed strategies that enhanced visitor satisfaction and enriched overall museum experience.
- Managed visitor experiences and ensured high-quality service at the children's museum.
- Oversaw daily operations, ensuring a welcoming environment for all guests and families.
- Trained and supervised staff in customer service best practices and engagement techniques.
- Reviewed employee performance, providing feedback and coaching to elevate service quality.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed business performance data to inform upper management on trends and forecasted results.
- Developed membership engagement strategies to enhance member retention and satisfaction.
- Collaborated with marketing team to promote membership benefits and initiatives.
- Trained staff on membership policies and procedures for effective service delivery.
- Analyzed member feedback to identify areas for program improvement and innovation.
- Analyzed current membership trends to identify potential areas for growth.
- Implemented systems for tracking key performance metrics related to membership growth.
- Coached, developed and motivated team to achieve revenue goals.
Store Manager
Express
Las Vegas
08.2015 - Current
- Supervised a team comprising 25 sales associates, three team leaders, and one assistant manager.
Facilitated daily operations focused on achieving sales objectives and enhancing productivity.
Conducted training sessions for associates to elevate customer service and product expertise.
Organized weekly meetings to review progress towards goals and address challenges.
Assessed employee performance through consistent evaluations and constructive feedback.
Established reward systems to promote motivation and increase sales outcomes. - Provided high-quality service to elevate customer experience and build loyalty.
- Analyze weekly sales and merchandise reporting, develop SMART action plans to drive results.
- Trained and developed associates on POS system and effective sales tactics.
- Evaluated candidates and selected staff to cultivate a high-performing team.
- Collaborated with cross-functional teams to align visual displays with marketing initiatives.
- Trained staff on visual standards and best practices for effective product placement.
- Conducted regular store audits to ensure compliance with visual merchandising guidelines.
- Built constructive, effective relationships across district to align support for visual merchandising.
- Facilitated seasonal presentation workshops, meetings and conference calls with store managers.
Store Sales Leader/Manager
JC Penney
Las Vegas
05.2014 - 08.2015
- Managed staff of up to 100 sales associates and 8 team leaders.
- Analyzed weekly reporting and developed SMART action plans to drive results.
- Hired, trained, and evaluated sales and marketing personnel to enhance team capabilities.
- Conferred with department and store managers to gather insights on customer needs and preferences.
- Collaborated with management to identify training needs within the sales team.
- Developed and implemented regional training programs to ensure sales associates had the skills necessary to achieve their goals.
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Developed training materials for regional sales representatives.
- Advised senior management on potential opportunities within the region based on research conducted during training sessions.
- Organized monthly meetings for sales teams in order to review best practices, discuss new strategies, and share success stories.
- Provided feedback on individual and team progress, offering solutions to any challenges that arose.
- Conducted one-on-one coaching sessions with sales team members to improve performance and build relationships.
- Evaluated training programs to determine effectiveness and increase employee retention.
- Liaised with Human Resources to assist in filling open sales positions and promote seamless onboarding of new hires.
Store Manager/District Trainer
The Limited
Lexington
08.2011 - 04.2014
- Managed team of 20 sales associates, 2 team leaders, and 2 assistant managers to achieve operational goals.
- Analyzed weekly reports and developed SMART action plans that enhanced store performance.
- Trained new and existing employees through structured programs to improve service delivery.
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Scheduled and led weekly store meetings for all employees.
- Generated repeat business through exceptional customer service.
- Interviewed job candidates and made staffing decisions.
- Developed and implemented training programs for new store managers.
- Assisted in developing sales strategies to boost district performance.
- Designed and delivered product knowledge training sessions for store managers, ensuring they had the necessary tools to answer customer inquiries accurately.
- Provided mentorship opportunities for high-performing employees who showed potential as future leaders within the organization.
Education
High School Diploma -
Oak Hills High School
Cincinnati, OhioSkills
- Visitor engagement
- Performance analysis
- Data analysis
- Strategic thinker
- Cross-functional collaboration
- Team leadership
- Staff training
- Problem solving
- Conflict resolution
- Detail-oriented
- Goal-oriented
Accomplishments
- Cultivated a high-performance culture by mentoring and promoting 3 internal team members to leadership roles within the museum
- Overhauled membership sales strategy and retrained staff on value-based selling, reversing a downward sales trend to achieve 112% of the annual acquisition quota. Continue to achieve year over year sales growth.
- Managed multiple stores that exceeded company expectations in every category during 4th quarter.
- Spearheaded Regional Credit Test initiative, resulting in top third results in company.
- Led District loyalty programs, resulting in consistent top 3 results in region.
Timeline
Director of Visitor Services
Discovery Children's Museum
01.2018 - Current
Store Manager
Express
08.2015 - Current
Store Sales Leader/Manager
JC Penney
05.2014 - 08.2015
Store Manager/District Trainer
The Limited
08.2011 - 04.2014
High School Diploma -
Oak Hills High School