Summary
Overview
Work History
Education
Skills
Timeline
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PAMELA SMITH

Fishers,IN

Summary

Experience and results-driven director with a proven track record of effectively leading retail teams to achieve sales targets, improve operational efficiency and enhance customer satisfaction. Adept at implementing strategic initiatives, developing high performing teams and fostering a positive work culture. Strong analytical, organizational and communication skills with a deep understanding of retail operations and market trends.


Overview

16
16
years of professional experience

Work History

Director of Stores

Kittle's Home Furnishings Inc.
01.2022 - 01.2024
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Developed and executed training programs to enhance employee skills, leading to higher customer satisfaction rates.
  • Built strong sales team through careful hiring, training and managing practices.
  • Managed multi-million-dollar budgets to maximize profitability while maintaining strict cost controls.
  • Boosted employee morale and retention through effective communication, recognition programs, and leadership development opportunities.
  • Worked with store managers to set short- and long-term goals.
  • Fostered a culture of continuous improvement within the organization, encouraging open communication and collaboration between all levels of staff.
  • Established key performance metrics to monitor store performance, utilizing insights gained from data analysis to drive continuous improvement efforts.

Assistant General Manager

Kittle's Home Furnishings Inc.
01.2019 - 01.2022
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Developed and implemented policies and procedures to improve customer service and satisfaction.
  • Mentored and motivated team members to achieve challenging business goals.
  • Promoted a positive workplace culture through excellent interpersonal skills and a professional, approachable demeanor.
  • Developed comprehensive product knowledge training for new employees, enhancing their ability to assist customers effectively.
  • Managed daily operations efficiently, including staff scheduling, inventory control, budgeting, and loss prevention measures.
  • Regularly updated product knowledge through vendor meetings/industry resources to offer customers the most current and accurate information on available furniture items.
  • Collaborated with store team members to create a visually appealing showroom, driving foot traffic and sales.
  • Resolved customer complaints professionally and promptly, maintaining satisfaction levels and preventing negative reviews.
  • Achieved sales targets consistently by effectively motivating team members, implementing strategic initiatives, and adapting to market fluctuations.
  • Conducted regular competitor analysis to stay current on market trends and maintain a competitive edge in the industry.

Sales Manager - Administrative Manager

Kittle's Home Furnishings Inc.
01.2017 - 01.2019
  • Trained new sales associates on company policies, selling techniques, and customer service best practices to maximize their potential.
  • Analyzed sales data and trends to identify areas for improvement in both individual and team performance, leading to increased revenue.
  • Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Worked closely with upper management to develop short-term and long-term goals for the store, aligning objectives with the company''s mission and vision.
  • Evaluated employee performance regularly, conducting annual reviews and providing constructive feedback to encourage growth and improvement.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Supervised staff and delegated tasks to maintain positive, productive administrative operations.
  • Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
  • Tracked key performance metrics regularly, using data insights to adjust strategies as needed for continued improvement in results.

Store Manager

Kittle's Home Furnishings Inc.
01.2016 - 01.2017
  • Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
  • Collaborated with upper management to develop strategic plans for store growth and expansion.
  • Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
  • Assisted with hiring, training and mentoring new staff members.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Customer Service - Administrative Manager

Kittle's Home Furnishings Inc.
01.2014 - 01.2016
  • Enhanced customer satisfaction by efficiently addressing inquiries and resolving issues in a timely manner.
  • Streamlined front end operations for improved efficiency by implementing new procedures and staff training.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Collaborated with store management to develop strategies for optimizing customer service experience and increasing sales performance.

Store Manager

Sears Hometown and Outlet Stores
01.2010 - 01.2014
  • Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
  • Engaged associates in daily operations through open communication and upbeat team meetings.

Assistant Store Manager

Sears Hometown and Outlet Stores
01.2008 - 01.2010
  • Upsold warranties and maintenance plans to customers purchasing merchandise.
  • Tracked key performance metrics regularly, using data insights to adjust strategies as needed for continued improvement in results.
  • Delivered comprehensive sales presentations that clearly communicated product value propositions to prospective clients.
  • Provided exceptional customer service by addressing concerns promptly and professionally, ensuring repeat business.
  • Leveraged strong negotiation skills to close deals successfully while maintaining favorable profit margins for the company.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Utilized upselling techniques to promote additional products and increase sales.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Collaborated with the Store Manager to develop strategic plans for sales growth and operational improvements.
  • Managed daily store operations to ensure optimal customer service and employee productivity.
  • Maintained visual merchandising standards throughout the store to create an appealing shopping environment for customers.
  • Monitored store KPIs regularly to track progress towards goals, adjusting strategies as needed to maximize results.
  • Logged operational documents, store-to-store transfers and shipment receipts as set forth in company policy.
  • Promoted a safe work environment by enforcing company safety policies and addressing potential hazards promptly.
  • Implemented loss prevention strategies to minimize shrinkage and increase overall profitability.

Education

Bachelor of Arts - Speech Communications

University of Florida
Gainesville, FL

Skills

  • Leadership and team Development
  • Process Management
  • Budgeting and Financial analysis
  • Strategic planning and execution
  • Performance evaluation and coaching
  • Customer relationship management

Timeline

Director of Stores

Kittle's Home Furnishings Inc.
01.2022 - 01.2024

Assistant General Manager

Kittle's Home Furnishings Inc.
01.2019 - 01.2022

Sales Manager - Administrative Manager

Kittle's Home Furnishings Inc.
01.2017 - 01.2019

Store Manager

Kittle's Home Furnishings Inc.
01.2016 - 01.2017

Customer Service - Administrative Manager

Kittle's Home Furnishings Inc.
01.2014 - 01.2016

Store Manager

Sears Hometown and Outlet Stores
01.2010 - 01.2014

Assistant Store Manager

Sears Hometown and Outlet Stores
01.2008 - 01.2010

Bachelor of Arts - Speech Communications

University of Florida

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