Lori Ennis
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Sales and Customer Support Specialist
REI-Recreational Equipment Inc
10.2021 - Current
- Handle customer contacts via multiple channels, including phone, chat and email contacts
- Navigate multiple systems/technologies to gather information, place orders accurately, and accurately resolve service situations in support of REI brand expectations.
- Create a customer experience that is inclusive, supportive, and exemplary for REI members and customers.
- Builds customer confidence and establishes relationships to ensure retention and maintain customer loyalty by demonstrating knowledge empathy and sound judgment.
- Promote the sale of REI goods and services.
- Provides product information, recommendations and outfitting services for REI customers utilizing product knowledge, or refers customers to a specialist enabling exceptional outdoor experiences
- Demonstrate empathy when resolving difficult customer situations utilizing de-escalation skills
- Responsible for the appropriate use of discounts; balancing customer and business needs
- Use critical thinking, creativity, and problem-solving skills to provide positive resolution
- Act as the voice of our customers, reporting trends, issues, and feedback to support continuous improvement
- Work with teammates to collaborate on product knowledge, service and sales techniques, and/or customer escalation
- Assist customers with sales needs such as inventory and shipping questions.
- Learn and frequently use multiple sales systems to investigate, track and correct customers' issues.
- Help cultivate and maintain business relationships by professionally handling partner and customer needs.
ESL Teacher
VIPKID
05.2018 - 10.2021
- Contract educator teaching English as a second language to international students in the virtual classroom.
- Utilize different teaching styles to meet individual student's needs.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Administered and graded tests and assignments to evaluate student progress.
- Developed activities and integrated technology to diversify instruction.
International Sales Administrator
Tifosi Optics Inc
05.2010 - 05.2018
- Responsible for managing international sales distribution, soliciting orders, and on-going communication with distribution partners.
- Process orders, handle inquiries, work with inventory control, warehouse management, and accounting to provide seamless processes.
- Work with outside shipping companies to ensure on time deliveries.
- Detail oriented data entry and follow up of sales orders.
- Personal assistant to the VP of Global Sales
- Reporting and reviewing sales profitability and projections for current and future sales planning.
- Prepare reports, sales strategy and presentations for trade shows as well as organize and attend international trade shows.
- Recruiting, Hiring and Management of International Distribution Partners, Sales Representatives, and Logistics personnel.
- Collaborated with marketing department personnel to optimize strategic initiatives.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
- Discussed sales strategies and promotional plans with VP of Sales on regular basis.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Produced contracts, reports, letters, and proposals for clients.
General Manager
Nantahala Outdoor Center, The Great Outpost
07.2009 - 05.2010
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Responsibilities included day-to-day operation of retail business, all staffing and hiring duties, and Payroll and sales functions.
- Oversaw the development of a retail store in a new market and state.
- Managed several aspects of the design and construction of a LEED-certified store.
- Developed the management and employee structure, which also included recruitment and hiring clinics
- Worked with the local community to build a solid client base through outreach and volunteer activities.
Assistant Manager
Apple Retail Inc
06.2007 - 06.2008
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Review and facilitation of the new concierge training for the Atlanta Market stores.
- Opening team member of the Mall of Georgia location.
- Direct supervision of 20+ employees that ran the Creative/ Teaching/Genius Bar Support and Concierge programs for Apple
- Direct responsibility for overall attainment of Key Performance Metrics of the business and revenue goals, as well as loss prevention goals for the store, succession planning of the team, and development of staff
- Development Program Coordinator
- Lead Trainer for Concierge Team in Atlanta market.
Store Manager
REI-Recreational Equipment Inc
01.2004 - 05.2007
- Responsibility for setting business plan strategy, targeting and achieving relevant KPls, and both direct and indirect management of 45 staff and management at REI's Buford Location store.
- This is a 24,000 sqft facility, with a budget at that time of roughly 4 million in annual sales.
- Development and coaching of managers and employees, focusing on career development for improved performance and preparation for next level promotions.
- Created and implemented a key strategic business plan, focusing increased efforts in training and development in 2006 resulting in an increase of management promotions for the company.
- Assisted with district level presentation for the Assistant Store Manager role clarity, and implementing in-store development techniques.
- Provided input on Supervisor level development efforts within district.
- Exceeded sales budget during tenure in role.
- Only store in South District to meet and exceed membership goals in 2006.
Assistant Store Manager
REI-Recreational Equipment Inc
02.2003 - 01.2004
- Successfully opened new store in Buford, GA.
- Created and maintained an environment focused on development and consistent alignment with company strategic imperatives.
- Created training and development strategies focused on developing skills of new staff.
- Focused on exceeding controllable service metrics and leveraged recognition of staff and managers.
- Engaged in efforts to create market alignment and consistency in the employee experience in all Atlanta area stores.
- Assisted in creating more opportunities for staff and managers to work together on various projects.
- Successfully managed transitional period of management team promotions, hiring, and realignment of resources.
- Achieved positive changes with both staff and management training and development investments under challenged location for REI.
Education
Emory University
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Kennesaw State University
B.S. Education Degree -
University of Kansas
1994
Skills
- Training Design and Implementation
- Strong Communication and Interpersonal Skills
- Team Building and Mentorship
- Providing Feedback
- Operational Efficiency
- Customer Order Management
- Positive Customer Interations
- Employee Development and Engagement
Timeline
Sales and Customer Support Specialist
REI-Recreational Equipment Inc
10.2021 - Current
ESL Teacher
VIPKID
05.2018 - 10.2021
International Sales Administrator
Tifosi Optics Inc
05.2010 - 05.2018
General Manager
Nantahala Outdoor Center, The Great Outpost
07.2009 - 05.2010
Assistant Manager
Apple Retail Inc
06.2007 - 06.2008
Store Manager
REI-Recreational Equipment Inc
01.2004 - 05.2007
Assistant Store Manager
REI-Recreational Equipment Inc
02.2003 - 01.2004
Emory University
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Kennesaw State University
B.S. Education Degree -
University of Kansas
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