Nicole Vaughn
Summary
Customer service-focused General Manager dedicated to delivering iconic customer experiences to promote loyalty and repeat business. Willing to relocate to Miami, Florida, and surrounding areas. Able to orchestrate optimal resource utilization to handle unexpected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Dedicated to hiring top-notch associates and maintaining smooth, efficient and highly successful store operations, by utilizing coaching and accountability strategies. Organized and effective at encouraging staff cooperation and productivity to meet and exceed objectives. Born leader and analytical problem-solver with proven team building and management success. Results-driven professional determined to exceed company goals. Forward-thinking in addressing and resolving concerns, optimizing policies and engaging with customers to promote loyalty and drive sales.
Overview
13
13
years of professional experience
Work History
General Manager
DriveTime Used Cars
09.2022 - Current
- Increased overall location efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in a 60% increase in sales over previous year.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with customers, vendors, and partners to ensure long-term success and loyalty.
- Championed continuous improvement initiatives that enhanced operational performance.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness and maintain high productivity and performance metrics.
- Managed budget implementations, employee reviews, training, schedules, compliance standards and contract negotiations.
- Cultivated and strengthened lasting customer relationships using strong issue resolution and dynamic communication skills.
Cross-Functional Store Manager
CarMax Auto Superstores
06.2015 - 08.2022
- Winner of Store Champion Award for being in the Top 3 in the region for customer service and sales.
- Lead a sales team to consistently be the top performing location, exceeding company-wide KPIs, such as vehicle sales, extended warranty sales and customer satisfaction.
- Strategized to achieve store budget and performance metrics based on corporate business assumptions and prescribed guidelines.
- Managed location that achieved the company-wide Bill's Best Award 10 out of 17 quarters for being the top store regionally for multiple factors, such as customer satisfaction, exceeding sales expectations, and operational excellence
- Executed plans to ensure all associates have the tools and training required to deliver an Iconic Experience to the customer.
- Managed store employees across multiple departments in a fast-paced environment through proactive communication and positive feedback.
- Responsible for managing all aspects of key business areas, including sales, finance, human resources, business operations, purchasing, and asset protection.
- Managed positive associate relations and development to drive performance through timely and effective feedback, including individual development plans, file reviews, performance management, and annual performance reviews.
- Lead training and development activates across multiple business areas, such as sales, service, business operations and merchandising.
- Managed all aspects of the sale including, cash and other payment options, paperwork processes, title work, and service warranty work.
- Scheduled, planned and executed bi-monthly, store wide, communications meetings, as well as volunteer outings, team builder functions, associate morale events and the annual holiday party.
- Reviewed and approved all vehicle repair orders for cost and time estimates in order to maintain service department budget, customer satisfaction, and warranty regulations.
Operations Manager
TJX Companies, Inc.
10.2011 - 02.2014
- Responsible for new personnel acquisitions and on-boarding, as well as managing all Human Resources records for new hires, current associates and terminations.
- Developed policies and procedures to streamline daily operations and improve customer satisfaction
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Partnered with other management, supervisors, and trainers to ensure training programs are conducted properly and all personnel are fully trained and continue developing.
- Established positive and effective, open communication among associates and leadership, reducing miscommunications and fostering a more team-oriented work environment, as measured through employee satisfaction and retention.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Coordinated action plans to resolve any opportunities pertaining to operations areas, store maintenance, or safety.
- Developed personnel work schedule, incorporating payroll guidelines, business needs, and personnel availability using Kronos.
- Responsible for conducting monthly Operational and Safety Audits at stores throughout the Houston district area.
- Maintained a daily record of all time and attendance issues for all personnel and administered counseling or disciplinary action as required.
- Managed the supply requisition process and balanced the needs of the organization with the budgetary constraints assigned.
- Created a filing system for all critical information and maintained the organization of further important documents.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Monitored daily cash discrepancies and inventory shrinkage..
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Skills
- Leadership and Team Building
- Customer Relations
- Time Management
- Report Interpretation
- Recruiting and Hiring
- Team Development and Motivation
- Exceptional Interpersonal Communication
- Problem Anticipation and Conflict Resolution
- Sales Strategies and Tracking
- Inventory Management
- Proficient with Kronos, WorkDay, SalesForce and Microsoft Office
Timeline
General Manager
DriveTime Used Cars
09.2022 - Current
Cross-Functional Store Manager
CarMax Auto Superstores
06.2015 - 08.2022
Operations Manager
TJX Companies, Inc.
10.2011 - 02.2014
Bachelor of Science - Business Management
University of Phoenix
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