Microsoft Excel
Martha Hood
Sr. Manager Store Operations
Moore,SC
Summary
Versatile Senior Manager specializing in operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
25
25
years of professional experience
Work History
Sr. Manager Store Operations
Charter Communications
10.2020 - 7 2024
- Provided operational support to 61 Spectrum Mobile Stores in 6 states.
- Manage mobile store build-outs, staff readiness and back of house store operations, including inventory management for all wireless devices and accessories and POS System.
- Ensure alignment with leadership in execution of mobile and BAU strategies and manages coordination of continuous business process improvements to enhance customer experience and achieve increased sales, revenue and retention.
- Develop, manage and communicate overall operational plans, strategies and matrix requirements to field leaders and monitors and evaluates results. Oversaw all aspects of store operations, ensuring consistent compliance with company policies and industry regulations.
- Partner with store management, corporate store operations and other cross-functional teams, including logistics and warehouse to implement mobile operations standards and ensure supporting tools, technologies and accessories are in place to enable employees to meet and exceed performance standards.
- Ensure programs are in place to meet mobile merchandising expectations of all stores with scope of responsibility.
- Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
- Proactively and consistently evaluate mobile standards and policies against business results, employee and customer feedback. Implement best practices in process improvement programs.
- Create end-to-end operational plans. Assist in managing mobile project milestones and deliverables and change requests that support business goals in collaboration with store management. Develop and utilize appropriate tools in support of project tracking.
- Deliver progress reports, proposals, requirements, documentation and presentations as necessary to effectively communicate wireless strategies and tactics to team members and stakeholders in transparent manner.
- Participate in project mortems and provide recommendations to identify areas of opportunity for future improvements.
- Create environment of continuous learning and development where employees are able to enhance their skills in wireless sales environment and maximize their potential through coaching, training and objective performance management.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Contributed to leadership team for implementing company policies and procedures.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Analyzed operational expenses and cost of inventory to identify losses and developed strategies for increased profits.
- Streamlined communication channels between departments within store to facilitate seamless coordination on key tasks such as inventory replenishment and customer service resolution efforts.
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across organization.
- Reviewed store sale numbers, cost of inventory, operational expenses and inventory losses.
- Provided regular feedback to employees regarding their performance as part of comprehensive talent development plan focused on individual growth potential.
- Enhanced store productivity by streamlining operational processes and implementing efficient work practices.
- Implemented loss prevention measures by conducting regular audits, addressing discrepancies promptly, and reinforcing security protocols among staff members.
- Managed budgets effectively by monitoring expenses closely, identifying cost-saving opportunities, and allocating resources strategically.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed and maintained relationships with external vendors and suppliers.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Reported issues to higher management with great detail.
- Held monthly meetings to create business plans and workshops to drive successful business
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business
Store Operations Specialist
Charter Communications, Spectrum
10.2016 - 10.2020
- Provided operational support to 61 Spectrum Mobile Stores in 6 states.
- Assisted with managing mobile store build-outs, staff readiness and back of house store operations, including inventory management for all wireless devices and accessories and POS System.
- Ensure alignment with leadership in execution of mobile and BAU strategies and manages coordination of continuous business process improvements to enhance customer experience and achieve increased sales, revenue and retention.
- Partner with store management, corporate store operations and other cross-functional teams, including logistics and warehouse to implement mobile operations standards and ensure supporting tools, technologies and accessories are in place to enable employees to meet and exceed performance standards.
- Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
- Deliver progress reports, proposals, requirements, documentation and presentations as necessary to effectively communicate wireless strategies and tactics to team members and stakeholders in transparent manner.
- Create environment of continuous learning and development where employees are able to enhance their skills in wireless sales environment and maximize their potential through coaching, training and objective performance management.
- Contributed to leadership team for implementing company policies and procedures. Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Provided training for new hires, fostering supportive learning environment conducive to success in their roles.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Built and managed relationships with key clients and partners to drive growth.
Retail Store Manager
Charter Communications, Spectrum
10.2013 - 10.2016
- Supervise team of seven direct reports and two Charter Stores throughout South Carolina.
- Effectively manage individual and store Key Performance Indicators and sales goals.
- Manage staffing of each store location on 6 day work week.
- Write and administer quarterly and yearly performance plans and reviews.
- Provide daily coaching and leadership to individuals to include training, professional improvement plans, and performance recognition. Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Develop and manage sales incentives desired to meet or exceed customer growth and revenue projections.
- Training and implementation for all direct reports in new products and system procedural changes. Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
- Complete monthly sales observations on direct reports.
- Supervise and maintain daily cash intake.
- Complete monthly mini Store audits.
- Resolve escalated customer issues.
- Maintained clean and organized store appearance to enhance overall shopping experience for customers.
- Completed routine store inventories.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Optimized inventory management with regular audits, forecasting demands, and adjusting orders accordingly.
- Trained team members in successful strategies to meet operational and sales targets.
- Assisted in recruiting, hiring and training of team members, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Developed and implemented successful staff incentive programs to motivate employees.
- Supervised guests at front counter, answering questions regarding products.
- Approved regular payroll submissions for employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Created employee schedules to align coverage with forecasted demands.
- Managed inventory control, cash control, and store opening and closing procedures.
- Implemented and completed regular merchandise resets.
Workforce Administrator
Charter Communications, Spectrum
10.2004 - 10.2013
- Make sure that quota is built to accommodate technical staff (both in-house and contractor resources) that is available on daily basis
- Verify and enter schedules into WFX to ensure efficient routing
- Work with Contract Companies, Technical Supervisors, Technical Managers, and Directors to ensure staff availability with necessary skills to accommodate business needs
- Work with Workforce Coordinators to ensure team is assisting technicians to achieve their productivity per day
- Assist dispatch with any questions or issues with day to day business
- Work with training department to schedule any needed training for technicians
- Route daily work through WFX and CSG
- Assist Technicians with any issues may arise.
- Assist Direct Sales, CBN, Front Counter and other departments with scheduling orders to accommodate customer and ensure better customer experience
- Build Contractors/Contractor Dispatch/Contractor Management in JDE, SAID and Workforce
- Prior to moving to Call Center, had direct reports which I helped to assist with any issues/Established yearly goals; Completed Mid/End of year reviews.
Customer Service Rep/Check-In/Front Counter Lead
Charter Communications, Spectrum
06.2000 - 10.2004
- Assisted front counter reps with escalations and customer issues
- Audited and verified technicians and contractors daily work/verified COD's/Made deposits
- Worked Various Reports-Open job report, 99/99/999 report
- Worked payment center taking payments and making sales/Took inbound calls from customers
- Added and verified commissions for reps.
- NSF checks
- Researched misapplied payments.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Supervisor/Head Bookkeeper
Bi-Lo Grocery
06.1995 - 06.2000
- Opened and Closed Store/Handled any customer issues
- Built and generated weekly schedules for Customer Service staff
- Verified tills both daily and nightly/Made necessary deposits/Ordered money.
Education
Effective Supervision/705 -
National Cable Television Institute
Centennial, COComputers and Broadband Modems/130 -
National Cable Television Institute
Centennial, COUnderstanding Broadband Tech/830 -
National Cable Television Institute
Centennial, COBroadband Cable Overview/08 -
National Cable Television Institute
Centennial, CODigital Installer/115 -
National Cable Television Institute
Centennial, COExcellence in Customer Service/860 -
National Cable Television Institute
Centennial, CODiploma -
Clyde A. Erwin High School
Asheville, NC 08.1991 - 1995.05
Skills
Strategic Planning
Time Management
Troubleshooting and problem resolution
Organizational improvement
Reporting management
Documentation And Reporting
Data Analytics
Operations Planning
Resource Allocation
Operations Management
Talent Development
Strategic Planning
Software
Microsoft PowerPoint
Smartsheet
POS System
IOS
OneNote
Email Management
Microsoft Word
SAP Ariba
Webex
Outlook
Timeline
Sr. Manager Store Operations
Charter Communications
10.2020 - 7 2024
Store Operations Specialist
Charter Communications, Spectrum
10.2016 - 10.2020
Retail Store Manager
Charter Communications, Spectrum
10.2013 - 10.2016
Workforce Administrator
Charter Communications, Spectrum
10.2004 - 10.2013
Customer Service Rep/Check-In/Front Counter Lead
Charter Communications, Spectrum
06.2000 - 10.2004
Customer Service Supervisor/Head Bookkeeper
Bi-Lo Grocery
06.1995 - 06.2000
Diploma -
Clyde A. Erwin High School
08.1991 - 1995.05
Effective Supervision/705 -
National Cable Television Institute
Computers and Broadband Modems/130 -
National Cable Television Institute
Understanding Broadband Tech/830 -
National Cable Television Institute
Broadband Cable Overview/08 -
National Cable Television Institute
Digital Installer/115 -
National Cable Television Institute
Excellence in Customer Service/860 -
National Cable Television Institute