Michael Henson
Waldorf ,DC
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 13 years of extensive leadership experience in Big Box Retail. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Persistent Operations and Service experienced in supervising, training and motivating 250+ team members. Skillful in redesigning processes for efficiency gains, analyzing sales trends and service reports and mentoring and guiding employees in performing assigned duties. Results-oriented professional committed to exceptional, responsive service in all interactions with customers and employees. Proficient in schedule coordination, resource allocation and office supply inventory management.
Overview
17
17
years of professional experience
Work History
Coffeehouse Leader
Starbucks
Washington, DC
02.2024 - Current
- Led cross-functional teams to streamline processes and enhance operational efficiency.
- Designed and implemented strategic initiatives to improve project outcomes and team performance.
- Mentored junior leaders, fostering skill development and promoting a culture of continuous improvement.
- Analyzed performance metrics to drive data-informed decisions and optimize resource allocation.
- Facilitated workshops to identify process improvements, resulting in enhanced team collaboration.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Trained employees on Coffee/Food launches and assigned duties.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Assisted with new hire processing and existing training programs.
- Oversaw day-to-day activities of 11 employees in Customer Service establishment, fostering inspiring atmosphere to optimize employee experiences.
- Led team by answering complex customer questions and mentoring personnel one-on-one.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
ETL Specialty Sales
Target
Alexandria, VA
04.2023 - 02.2024
- Work closely with commercial operational departments to schedule targeted promotional campaigns.
- Operate positive culture and process through accountability, performance and attendance
- Manage team of 30 to 35 employees and 4 Team Leaders
- Operating $53M store, leading Tech, Beauty, Style and Seasonal areas with frequent resets and refreshes and partnerships with new entrepreneur’s
- Educate new sales staff on store policies and customer support operations.
- Work with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Schedule, updated and maintained product preparations and customer promotions.
- Monitor weekly sales to write reports for senior leadership and streamline operational processes.
- Track customer and supply chain details for precise and timely fulfillment.
- Leverage proven sales methods to increase revenue and surpass sales objectives.
- Maintain sales tracking reports to support operational enhancements and implement corrective actions.
- Fulfill orders and sourced products to meet rigorous customer delivery schedules.
- Used greenfield to maintain company database with essential account and sales information.
- Maintained customer promotional logs for product advertising campaigns.
- Fulfilled orders and sourced products to meet rigorous customer delivery schedules
- Leveraged proven sales methods to increase revenue and surpass sales objectives
- Tracked customer and supply chain details for precise and timely fulfillment
ETL Service and Engagement
Target
06.2021 - 04.2023
- Conducted in-store timely coaching to improve leader and team engagement.
- Managed team of 45 employees and 2 Team Leaders
- Led District in NPS percentage with goal of 76
- Helped increase store profitability $43M to $53M
- Trained all Service & Engagement ETL‘s in the District and became Sponser for the District
- Led positive culture through attendance, performance, accountability
- Power Store for Fulfillment Sales top online orders
- Trained all Service & Engagement Team leaders in the District
- Engaged with leadership teams to achieve desired results.
- Supported team implementation and understanding of evidence-based leadership by setting clear expectations for success and developing sequenced work plan.
- Facilitated coaching and consulting using technology tools.
- Provided professional high-quality communication and administration to team leadership by building relationships.
ETL General Merchandise and Food
Target
07.2019 - 07.2021
- Labeled, stocked and inventoried general merchandise and reviewed expiration dates to keep items properly rotated.
- Gained and maintained knowledge of general merchandise to accurately respond to customer questions and make suggestions about products and services.
- Executed revised sales plans and reset zones to incorporate new merchandise.
- Completed efficient weekly pricing changes for general merchandise categories.
- Managed team of 35 employees and 3 Team leads
- Lead $65 million dollar store with fresh and full Presentation daily
GM and Food Team Leader
Target
05.2017 - 07.2019
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed team or 25 employees
- Operated $65 million dollar process with top sales in district
- Led profitable process through attendance, performance and brand
Logistics/ Remodel Team Leader
Target
02.2014 - 05.2017
- Developed and deployed strategies to save time and expenses associated with goods movements.
- Developed and implemented technical project management tools such as plans, schedules and responsibility and compliance matrices.
- Completed timely data entry of new orders, labeled containers and placed in accurate storage locations.
- Explained proposed solutions to customers, management and other interested parties through written proposals and oral presentations.
- Completed Successful Remodel that increased brand, foot traffic and profitability in DC USA location $55M to $65M
- Led a team of 20 employees in. overnight remodel process
Perishables Assistant
Target
08.2011 - 11.2012
- Assisted in building store displays, effectively implementing layout plans determined by district leaders.
- Opened cartons and priced items accurately, maintaining store shelves fully stocked according to tag allocations.
- Organized storage areas to maximize capacity, minimize product handling and satisfy temperature requirements.
- Developed and maintained schedule for staging and delivering orders.
- Unloaded, transported and stocked merchandise with commitment to optimal freshness.
- Worked with night crew leadership in carrying out assignments to surpass store objectives.
- Rotated perishable merchandise to facilitate quick product searches.
- Delegated workload of department fairly and evenly and motivated team to top performance and loyalty.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Presentation Team Member
Target
02.2009 - 11.2012
- Communicated product value, quality and style to educate and entice potential customers.
- Organized and stocked merchandise to keep necessary levels for sales demand.
- Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
- Planned and organized sampling events by working hand-in-hand with retail store managers and leaders.
- Learned products inside and out to give best possible demonstrations and answer consumer questions.
- Top set work load in the district in and $85M store
- Worked on a team 5 employees
Education
High School Diploma -
Cardozo SHS
Washington, DCSome College (No Degree) -
University District of Colombia
Washington, DCSkills
- Sales and marketing
- Strategic planning
- Staff Management
- Business planning
- Financial Management
- Organization and Time Management
- Teamwork and Collaboration
- Creative merchandising
Timeline
Coffeehouse Leader
Starbucks
02.2024 - Current
ETL Specialty Sales
Target
04.2023 - 02.2024
ETL Service and Engagement
Target
06.2021 - 04.2023
ETL General Merchandise and Food
Target
07.2019 - 07.2021
GM and Food Team Leader
Target
05.2017 - 07.2019
Logistics/ Remodel Team Leader
Target
02.2014 - 05.2017
Perishables Assistant
Target
08.2011 - 11.2012
Presentation Team Member
Target
02.2009 - 11.2012
High School Diploma -
Cardozo SHS
Some College (No Degree) -
University District of Colombia