NORILYN ROOKS

• Achieved +2% increase in 2024 store sales while exceeding all KPIs.
• Outperformed individual TLOF segment benchmark by 10% via execution of strategic clienteling techniques and efficient selling tactics for sales team.
• Managed daily functions of customer support team to bolster BOSS order service quality and realized company fill rate growth of +2% for 2024.
• Collaborated with cross-functional teams to streamline communication processes.
• Identified opportunities for process optimization, helping streamline operations within the department.
• Developed departmental goals and standards in line with supporting organization's mission and strategic vision.

• Attained yearly individual TSG growth of +50% by exemplifying exceptional customer service on sales floor.
• Facilitate knowledge sharing among team members to sustain excitement for newest collection.
• Nurtured relationships with team members, emphasizing importance of buy-in and partnerships.
• Elevated team engagement and interaction standards through application of GUEST model behaviors
• Exhibited leadership and accountability in structuring back of house and support team functions.
• Guided support team in organizing BOH to enhance space utilization efficiency.
• Monitored knowledge of all policies and procedures while prioritizing implementation of new processes to enhance team performance.

• Achieved personal TSG by +199%, while the store ended the year -12% to target.
• Coached selling behaviors and set measurable goals to safeguard TLOF segments.
• Enhanced client relationships through delivery of personalized support and actionable guidance to team.
• Fosters optimal behaviors on the floor, consistently instructing sales team on deepening client understanding through Customer Journey
• Cultivated individual client relationships, consistently reaching out to lapsed clients via email and brainstorming event hosting ideas in store.
• Implemented impactful sales strategies to enable diverse clients in reaching objectives.

• Orchestrated planning, directing, developing, and implementing strategies to achieve total store objectives while managing all activities required for profitable business operations.
• Accomplished and exceeded specific team goals and resolved issues by partnering with the team to share and implement customer service initiatives.
• Duties includes overseeing annual store budget, working closely with corporate and financial departments on reporting and payroll.
• Proactively identified and solved complex problems that impacted operations management and the business direction.
• Facilitated promotion of 3 Sales Associates to Sales Lead during 2018 Fiscal Year
• Recognized with 2018 Top Conversion & ADS for Full Price Division

(October 2016 to March 2018 as Acting Store Manager)

• Executed merchandising plans to enhance profitability.

• Formulated and executed promotional strategies to enhance business success while adhering to budgetary guidelines.
• Enhanced team performance in providing polite and positive customer service by closely observing interactions and delivering actionable guidance.
  • Oversaw, interviewed, and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Received 2017-Assistant Store Manager Recognition Award
  • Store awarded 2016-Top Conversion for Full Price Division

(September 2014 to January 2015 as Acting General Manager)
• Manage overall performance metrics, elevate customer satisfaction levels, and refine visual merchandising strategies.
• Optimized store schedules to align with expected coverage demands and sustain optimal service levels.
• Motivates associates and leadership team to drive sales by exhibiting a passion for selling and for the brand.
• Managed Recruiting, interviewing and hiring individuals demonstrating passion, dedication and added value to team.
• Supported daily functions of store, promoting ongoing training of skilled store associates to attain targeted sales and outcomes.
• Established and managed annual budget, ensuring strict controls and preventing overage to enhance sustainability.

• Preserved sales production while directing full store administrative functions such as payroll processing, development of weekly schedules, employee file upkeep, and management of Human Resource documentation.
• Fluent communicator with the ability to motivate others through leadership modeling, enhance operational efficiency, positively affect team productivity and consensus such as floor moves, display maintenance, replenishment and elevating visual presentation by upholding standards building.
• Works with sales plans, budget and other available tools to ensure maximum sales opportunities through commerciality and outstanding customer service.
• Lead customer service operations in accordance with Banana Republic standards, providing coaching to associates on effective client interactions to elevate transactions and identify client opportunities.
• Executed recruitment, hiring, and enrollment of new hires to Human Resource standards by adhering to outlined general practices and minimizing exceptions
• Analyzed KPIs through report generation to monitor and optimize key metrics.
• Managed activities of 80+ brand ambassadors by providing clear direction and fostering motivation