Michelle Martin
Wesley Chapel,FL
Summary
Dynamic and results-driven Store Management professional with experience leading high-performing teams. Proven track record in driving sales, enhancing customer loyalty, and consistently surpassing KPIs. Strong work ethic and effective communication skills. Recognized for exceptional coaching skills, and a steadfast commitment to delivering unparalleled customer and associate experiences.
Overview
17
17
years of professional experience
Work History
Store Manager
Torrid
Wesley Chapel, Florida
04.2016 - Current
- Led a team of 15-25 associates in a high volume retail environment, focusing on sales growth and customer satisfaction
- Achieved the #1 ranking in web sales for 7 consecutive years, leveraging in-store online ordering to meet the customer's needs
- Consistenly exceeded conversion rate targets by implementing effective sales strategies and staff training programs
- Maintained a positive increase in ADT (average dollar per transaction) through suggestive up selling and cross-selling techniques
- Developed and coached team members to the KPI (Key Performance Indicator)scorecard, along with assisiting them with challenging situations, resulting in trust, dedication and employee retention
- Resolved customer and associate conflicts promptly, along with offering solutions, resulting in loyalty to the brand while maintaining a positive store atmosphere and experience
Store Manager
Destination Maternity Corp
Wesley Chapel, Florida
01.2010 - 04.2016
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Formed and sustained strategic relationships with clients.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
Consumer Travel Industry Sales Team Leader
Walt Disney Parks and Resorts
Tampa, Florida
11.2007 - 10.2009
- Managed a team of 35 to 50 reservation agents, ensuring exceptional customer service and adherence to company standards.
- Implemented training programs that improved sales techniques and product knowledge, leading to an increase in bookings.
- Collaborated with cross-functional communities and teams to streamline reservation processes, resulting in a reduction of the average handle time metric.
- Recognized for outstanding leadership and commitment to the Disney guest experience.
- Listened to the guest's needs to identify and recommend the best products and services.
- Met KPIs consistently by motivating exceptional team performance and enabling consistent sales with hands-on leadership.
Education
Associate of Arts -
University of Florida
Gainesville, FLSkills
- Sales Strategy and Execution
- Team Coaching and Development
- Conflict resolution
- KPI tracking
- E-commerce integration
- Problem-solving
- Outstanding communication skills
- Relationship building and management
- Hospitality and accommodation
- Customer experience
- Customer Relationship Management (CRM)
- Computer Proficiency
- Time management abilities
- Proficient in Oracle, Salesforce, Box, Zipline, and Kronos
Timeline
Store Manager
Torrid
04.2016 - Current
Store Manager
Destination Maternity Corp
01.2010 - 04.2016
Consumer Travel Industry Sales Team Leader
Walt Disney Parks and Resorts
11.2007 - 10.2009
Associate of Arts -
University of Florida