MICHELLE ARMENI

• Analyzes store performance trends and create action plans to improve store operations
• Increased revenue by 8% in six months and 4% over previous fiscal year
• Created training schedules for new hires and incorporated into current schedules for managers and booksellers
• Responsible for running a profitable business with a sales plan of 2.2 million annually
• Communicated with store staff respectfully and with urgency on key issues thus creating a culture that demonstrates the initiatives and values of the company
• Posted requisitions for baristas and booksellers, handling phone screens, in person interviews and hiring for the cafe team and book-floor team
• Built and advanced the entire store team through active observation, coaching, training, and engagement
• Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth

Cafe Manager

• Reviewed Profit and Loss Statement, waste, and category sales to maximize sales and profitability in the cafe
• Delivered excellent customer service experiences by addressing concerns promptly and professionally
• Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas
• Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe

Assistant Store Mgr

• Developed new processes for receiving that guarantees a higher turnaround on merchandise for the book-floor
• Maximized sales by creating innovative visual merchandising displays and store layouts
• Completed point of sale opening and closing procedures

• Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
• Accountable for overseeing staff and other members of management in the absence of store manager
• Ordered supplies for store from both vendors and warehouse on a weekly basis
• Coordinated with store manager for schedule development with adherence to monthly payroll budgets
• Retained quality assurance with employees through coaching cards and training sessions
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies
• Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization

• Supervised management of team of ten specialists on both evening and day shifts and perform quality assurance on all calls
• Created processes to streamline customer service performance
• Utilized various medical systems including Medicall and Web exchange
• Obtained and updated numerous Doctors and Specialists on call schedules for paging and notification services
• Handled multiple phone lines with professionalism and assisted patients, physicians, and employees with directory information
• Maintained confidentiality of patients' health and financial information according to HIPAA standards
• Evaluated client feedback on a regular basis to identify areas of improvement within the center''s operations, leading to increased levels of satisfaction