Summary
Overview
Work History
Education
Skills
Timeline
StoreManager

Paula Lappe

Andover,Il

Summary

Highly motivated and loyal employee consistently exceeding expectations in all areas of the business. Passionate about coaching, teaching, and training associates to provide the best customer experience and foster loyalty. Proven ability to develop associates aspiring to advance within the company. With over 25 years of success in a fast-paced environment, brings strategic thinking and strong operational proficiency. Adept at building effective teams and dedicated to identifying opportunities for growth.

Overview

28
28
years of professional experience

Work History

Store Manager

Burlington
03.2023 - Current
  • Resident expert in all processes and procedures to include inventory management
  • Coach, teach and train new initiatives
  • Schedule writer
  • Human Resources
  • Conduct Interviews
  • Orientation facilitator
  • P & L management
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
  • Direct initiatives to improve work environment, company culture or overall business strategy
  • Spearheaded department training to enhance employee performance and boost employee productivity
  • Identify and resolved unauthorized, unsafe or ineffective practices
  • Establish positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.

Store Manager

Lowes
02.2021 - 07.2022
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
  • Performed statistical analyses to gather data for operational and forecast team needs
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies, scrubbing down P & L
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

Operations Manager/HR

Home Depot
07.2019 - 09.2020
  • Served as the primary leader across all operational areas of the store (Front End/ Lot/ Receiving/Freight/Special Services/Order Fulfillment/ Vault/ Back Office)
  • Was responsible for the general leadership of all store associates, upholding standards and maintaining the systems, tools and processes that support the areas mentioned above
  • Upheld company standards by balancing the responsibilities of formulating operational strategies and processes such as P & L discrepancies, balancing the vault, general building inspections/maintenance and repair
  • Ensured that direct reports were educated and executed on processes, behaviors and expectations for meeting customer and store needs
  • Drove the culture of customer service in a positive way by teaching, coaching and training associates on-the-job and in the moment for meaningful reinforcement
  • Point person for the annual inventory process by using the critical path to ensure efficiency, thoroughness and accuracy
  • Responsible for shrink mitigation by executing safe and secure measures in all areas of the store
  • Ensured Success Sharing for our associates and created shareholder value by protecting store assets.

Specialty Manager/ Pro Sales Manager

Home Depot
05.2014 - 07.2019
  • Taught, coached and trained direct reports in selling skills, business acumen and service programs
  • Developed the Specialty Department Head to become skilled in coaching and role playing to develop Specialists to consistently exceed their sales goals and objectives
  • Reviewed top and bottom performing Specialists to create solid game plans to assist these associates in improving their areas of opportunity and leverage their strengths
  • Utilize role playing to show them what great looks like and how to better interact with their customers
  • Projected a selling culture by driving weekly store lead events and ensuring all associates understood what a good quality lead is
  • Recognized and rewarded associates during the coaching sessions to promote great sales and service behaviors in the aisles
  • Partnering with the DM, DSM and RSM to ensure service programs run smoothly and create a great customer experience.

Operations Manager/HR

Best Buy
07.2005 - 05.2014
  • Validated the book and physical monthly to ensure that it was being worked to completion, spot checked active orders to ensure accuracy
  • Reviewed EOAA files and ensure all applicable forms were current and completed in a timely manner
  • Facilitated many EOAA audits in other Best Buy locations
  • Hired, facilitated orientations, and ensured schedules were written to forecast and followed
  • Active member in WOLF (Women of Leadership Forum) which was a committee of high potential females to create a more diverse work force and encourage more women to join our team
  • Ensured the store was profitable on the P&L and researched all discrepancies to bring money back to the bottom line and ensure max payout to associates in bonuses
  • Engaged the community by volunteering at Boys and Girls Club and speaking at local high schools on how females can survive and thrive in male dominated industries.

Training Coordinator/ HR/Operations Manager

Home Depot
08.1996 - 07.2005
  • Responsible for training all associates and scheduling time off the floor to get training completed
  • HR point for all audits, Orientations, and onboarding processes
  • Scheduler, initial interviewer and orientation facilitator
  • Reported directly to the SM to facilitate training and schedules on a weekly basis
  • Promoted to Operations Manager which entailed all of the Operational areas of the business including a small tire and small engine repair shop
  • In charge of the monthly P & L, associate files and interviewing process, back end Receiving/ RTV, Vault, Front End, and Special Services
  • Ensured areas ran on all cylinders and all processes and procedures were executed at a high level
  • Main point person for Inventory with a critical path to ensure accuracy.

Education

Bachelor's Business Administration/Management -

University of Northern Iowa
Cedar Falls, IA

Skills

  • Fluent in American Sign Language
  • One Note
  • SAP (intermediate)
  • HR Management
  • Microsoft Office 365
  • HRIS
  • Workday
  • KPI experience

Timeline

Store Manager

Burlington
03.2023 - Current

Store Manager

Lowes
02.2021 - 07.2022

Operations Manager/HR

Home Depot
07.2019 - 09.2020

Specialty Manager/ Pro Sales Manager

Home Depot
05.2014 - 07.2019

Operations Manager/HR

Best Buy
07.2005 - 05.2014

Training Coordinator/ HR/Operations Manager

Home Depot
08.1996 - 07.2005

Bachelor's Business Administration/Management -

University of Northern Iowa

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Paula Lappe