Markel Mays
3528 Bloomington Ave ,MN
Summary
Dynamic and team-oriented Store Director with 8 years of proven success in leading high-performing retail teams. Passionate about developing and training sales associates to reach their full potential through hands-on coaching, enthusiastic leadership, and clear performance expectations. Skilled in driving store profitability by setting ambitious sales goals, closely monitoring team performance, and fostering a collaborative work environment that motivates and delivers results. Known for creating a positive store culture that balances operational excellence with customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Store Director
Goodwill Easter Seals of Minnesota
04.2024 - Current
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Managed inventory control, cash control, and store opening and closing procedures.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Leader in hiring, training and mentoring new staff members.
- Fostered an environment of open communication between staff and leadership to share best practices in operations optimization and problem-solving techniques.
- Facilitated cross-functional collaboration between our production team and sales floor, resulting in higher sales totals, overarching GiveGoodwill percentages and improved communication
- Analyzed sales trends and customer behavior to adjust team priorities
- Executed company strategy at the store level, aligning team efforts with quarterly sales goals and consistently meeting or exceeding targets.
- Partnered with district and regional managers to implement pilot programs and new store processes, resulting in increased efficiency and better customer experience.
- Mentored and developed new team members, leading to 30% increase in retention with 2 team members becoming Assistant Store Managers
- Supervised multiple stores outside of my own while new leaders were being hired/trained for Store Management positions
Store Director
CVS
02.2023 - 01.2024
- Successfully exceeded sales targets through strategic merchandising and promotional initiatives, driving a 15% increase in sales.
- Implemented cost-saving measures, resulting in a 10% reduction in operational expenses while maintaining high store standards.
- Led comprehensive team training, achieving a 20% improvement in customer satisfaction scores within six months.
- Orchestrated a successful store layout redesign, leading to a 25% increase in average transaction value.
- Received recognition for maintaining 100% compliance with company policies and procedures during internal audits.
- Managed store operations and delegate tasks effectively, ensuring coverage across departments while maintaining focus on priority KPIs.
- Recruited, onboarded, and retained high-performing team members, reducing turnover by 18% through mentorship and fostering a culture of accountability.
- Executed CVS corporate strategies at the store level, including upselling health programs and loyalty initiatives, driving 6% increase in ExtraCare signups.
- Ensured full compliance with CVS, HIPAA, and state board regulations in both front store and pharmacy operations, passing all audits with zero violations.
- Trained staff on privacy policies, controlled substance handling, and COVID protocols, ensuring adherence to all legal and company standards.
Carrier Manager
Wayfair
06.2021 - 02.2023
- Led and coached a cross-functional operations team, developing leadership skills that directly translate to managing high-performing store teams.
- Oversaw daily logistics operations and ensured consistent service levels, similar to managing day-to-day store operations to meet sales and service goals.
- Managed vendor and partner relationships, ensuring accountability and timely performance — experience transferable to managing third-party vendors and store inventory.
- Developed and enforced KPIs across teams, improving delivery and performance metrics — mirrors driving store-level sales, shrink, and productivity targets.
- Created structured training programs for carrier ops teams, resulting in faster onboarding and stronger performance — directly applicable to staff development in-store.
- Spearheaded problem-solving initiatives to reduce customer complaints related to late or damaged deliveries, boosting satisfaction scores — aligned with resolving in-store customer concerns efficiently.
- Handled high-pressure escalations and resolved operational breakdowns swiftly — experience that reflects strong floor leadership and composure in retail environments.
- Worked cross-functionally with supply chain, tech, and customer service to ensure seamless operations — parallels working with corporate or regional teams in a store setting.
- Drove improvements in service delivery timelines, resulting in 20% fewer customer escalations — mirrors improving store experience to increase customer retention.
- Created and presented performance reports to senior leadership — showing experience with P&L thinking and strategic execution.
- Managed large teams under tight deadlines, coaching team leads and associates to meet aggressive performance targets.
- Implemented new technology tools for better tracking and workflow, which improved accountability — experience that mirrors rolling out new systems at store level.
- Took ownership of budget management and cost control, saving over 10% through process improvements — highly relevant to managing store payroll, supplies, and controllables.
- Focused on continuous improvement and employee engagement, reducing turnover through effective leadership and communication.
- Ensured compliance with company standards, safety regulations, and operational policies — critical for maintaining store operations and audit readiness.
Representative/Co-Store Manager
Comcast/Xfinity
03.2017 - 05.2021
- Co-led daily store operations for a high-traffic Xfinity retail location, ensuring a consistent and customer-first in-store experience.
- Trained, coached, and developed a team of 10–15 sales associates and leads, resulting in multiple internal promotions and high team engagement.
- Consistently exceeded monthly sales goals in wireless, cable, and internet services through effective team motivation and sales coaching.
- Maintained a 90%+ customer satisfaction rating by resolving escalations promptly and empowering staff to deliver exceptional service.
- Created and implemented employee recognition programs that boosted morale and reduced turnover by 20% year over year.
- Conducted performance reviews, delivered constructive feedback, and created action plans that helped underperformers meet expectations.
- Partnered with senior leadership to execute company initiatives and pilot new product rollouts, providing feedback and driving results at the store level.
- Monitored store KPIs daily, including conversion rate, average transaction value, and revenue per guest — ensuring accountability across the team.
- Ensured full compliance with company standards in merchandising, visual presentation, cash handling, and operational procedures.
- Managed inventory, shrink control, and ordering processes to maintain accurate stock levels and minimize product loss.
- Facilitated daily huddles and weekly team meetings to align staff on priorities, celebrate wins, and coach for improvement.
- Developed and enforced scheduling strategies that optimized coverage during peak times while staying within labor budgets.
- Played a key role in fostering an inclusive, team-oriented culture that emphasized professionalism, collaboration, and results.
- Took lead on store audits and operational readiness, consistently earning high marks from district and regional leadership.
- Acted as store leader in absence of the store manager, maintaining smooth operations and achieving performance targets.
Education
Patrick Henry High School
Minneapolis, MN06-2016
Skills
- Sale strategies
- Documentation and reporting
- Multitasking & Organization
- Staff development
- Leadership
- Head of multiple projects via in person or remote
- Recruiting and hiring
- Strategic planning
- Goal setting and performance metrics
- Decision-making
- Sales leadership
- Staff leadership
- Brand awareness
- Business development
- People management
- Store operations
- Finance and accounting
- Leadership development
- Sales promotions
- Policies and procedures
- Strategic thinker
- Revenue generation
- Friendly and positive
- Team building and leadership
- Budget development
- POS systems
- Order management
- Staff management
- Shift scheduling
- Retail merchandise quality standards
- Personnel development
- Financial operations management
- Project management
- Database management
- Team building
- Multitasking and organization
- Problem-solving
- Team motivation
- Verbal and written communication
- Customer service management
Certification
Advanced Communication and Negotiation Skills Certificate – Coursera
Timeline
Assistant Store Director
Goodwill Easter Seals of Minnesota
04.2024 - Current
Store Director
CVS
02.2023 - 01.2024
Carrier Manager
Wayfair
06.2021 - 02.2023
Representative/Co-Store Manager
Comcast/Xfinity
03.2017 - 05.2021
Patrick Henry High School