Liza Dillard
Windsor Mill
Summary
I am a dedicated and resourceful professional with advanced observational, conflict-management, and problem-solving skills gained through 20 years of military service. I am looking for a long-term position with room for advancement and growth. I posses extensive experience in project management and policy/program development. I am excited to further develop my skillset within retail management.
Overview
23
23
years of professional experience
Work History
Manager, Sales and Customer Experience
Macy's, Security Square
06.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Selling and Support Captain
Macys, Security Square
02.2023 - 06.2023
- Served as a reliable and dependable team member, consistently completing assigned tasks and supporting others as needed.
- Performed administrative level duties to include report generation, health and wellness checks, scheduling, and task delegation.
- Provided support in fulfillment and merchandizing.
- Executed in-store projects to improve customer experience.
- Had professional interactions with customers, peers, and store/district level leadership, which aided in the development of clear communications and overall store operations.
- Guided colleagues through POS functions.
- Provided additional colleague support in service to the customer.
- Attended to the needs of customers while also completing assigned tasks. Organized displays and restocked shelves and supplies.
- Welcomed customers into the store and assisted in product location and selection.
- Ensured that the store was clean and merchandise was well displayed.
- Provided product assessment and quotes to customer inquiries about products and the designer.
Seasonal Champion/Associate
Macy's, Security Square
08.2022 - 02.2023
- Attend to the needs of customers while completing assigned tasks.
- Assisted with product placement of inbound merchandise.
- Welcomed customers to the store and helped them locate items.
- Invited customers to participate in loyalty and credit programs.
- Responded to customer inquiries about product and pricing.
Major (Ret.), Multiple Positions
United States Air Force, USAF
10.2001 - 03.2022
- Unit Program Manager for AF Continuous Process Improvement. Green Belt trained.
- Managed 13-Member team in data collection, research and analysis to create a Cybersecurity Scorecard and Risk Reduction Plan.
- Delivered intergraded operations, architecture, mitigations, and security solutions for fielded and next-gen systems, platforms and processes.
- Established standards and requirements necessary to conduct daily operations.
- Provided stakeholder support.
- Program manager responsible for maintenance, contractor supervision, budget, and operation of unit's survey tool.
- Program manager for unit's Information Security Program including personnel security accesses, secure data systems, and the facility's physical security.
- Authored Reports, presentations, and standard operation practices in support of office and program management operations.
- Developed Contingency of Operations procedures to secure sensitive data and equipment in emergency situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Ph.D. (candidate) - Public Policy and Administration
Walden University
Minneapolis, MNMaster of Science - Joint Operations
Air University (Headquarters)/ Air Command and Staff College
Montgomery, AL01.2012
Master of Arts - Educational Technology
American Intercontinental University
Atlanta, GA01.2005
Bachelor of Arts - English/Education
North Carolina Central University
Durham, NC01.2000
Skills
- Presentation software
- Project management
- Financial monitoring and forecasting
- Database and user interface software
- Operating practices
- Fact-finding and investigations
- Process improvement
- Compliance and regulatory
- MS Office
- Customer service
- Problem resolution
- Incident reporting
- Reporting and documentation
- Program evaluation
- Community relations
- Organization
- Contract performance monitoring
- Quality assurance
- Document control
- Project organization
- Contract oversight
- Team building
- Workplace security
- Problem-solving
- Team management
- Sound judgment
- Operations management
- Process improvement techniques
- Strategic thinker
- Operational improvement
- Approachable
- Strong interpersonal skills
Timeline
Manager, Sales and Customer Experience
Macy's, Security Square
06.2023 - Current
Selling and Support Captain
Macys, Security Square
02.2023 - 06.2023
Seasonal Champion/Associate
Macy's, Security Square
08.2022 - 02.2023
Major (Ret.), Multiple Positions
United States Air Force, USAF
10.2001 - 03.2022
Master of Science - Joint Operations
Air University (Headquarters)/ Air Command and Staff College
Master of Arts - Educational Technology
American Intercontinental University
Bachelor of Arts - English/Education
North Carolina Central University
Ph.D. (candidate) - Public Policy and Administration
Walden University
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