Rachael Kline
La Luz
Summary
Dynamic retail operations professional with a proven ability to optimize processes and lead teams toward exceptional results. Expertise in strategic planning and effective communication fosters a culture of high performance and accountability in store environments. Demonstrated success in training staff to enhance skills and managing inventory with precision, ensuring operational efficiency and customer satisfaction. Committed to driving continuous improvement and maximizing store performance through innovative solutions and collaborative leadership.
Overview
21
21
years of professional experience
Work History
SENIOR RETAIL MANAGER
VERIZON COMMUNICATIONS
Alamogordo, NM
09.2020 - 12.2025
- Administer employee relations through conflict resolution, mediation, and investigations.
- Handle personnel administration through time keeping, compliance, record keeping etc. through UKG and Workday software.
- Oversee talent acquisition and onboarding through interviewing, hiring, and training employees.
- Facilitate training and development of employees through ongoing training and upskilling.
- Build, develop, and mentor sales team, varying in size from 8-16.
- Provide ongoing sales training and support for team to exceed sales, retention, quality, and service objectives.
- Engage in sales strategy development to ensure products and services are effectively showcased throughout store.
- Develop and implement sales tools and initiatives to improve sales.
- Established culture of continuous improvement within organization through regular process evaluation and refinement initiatives.
- Increased store revenue by implementing effective sales strategies and training staff on customer engagement techniques.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Led territory level projects and trainings, demonstrating ability to work collaboratively and effectively.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations resulting in #1 ranking in the company for RISK score.
- Executed business operations including budgeting, forecasting, analyzing, and providing sales reports.
- Implemented loss prevention strategies to minimize theft incidents impacting bottom-line results.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Exceeded performance metrics consistently, earning recognition as #1 ranking in the district and #2 ranking in the territory.
- Achieved Winner's Circle award for sales excellence and store performance.
ASSISTANT MANAGER
VERIZON COMMUNICATIONS
07.2011 - 09.2020
- Led team to meet and exceed assigned quotas and reduce churn.
- Developed, trained, motivated, and coached team to produce desired high-performance results.
- Managed cash and inventory levels to ensure accuracy and reduce risk/shrink.
- Maintained and grew existing customer base and reduced churn.
- Resolved customer escalations in a timely and empathetic manner.
CUSTOMER SERVICE REPRESENTATIVE
VERIZON COMMUNICATIONS
06.2009 - 07.2011
- Provided exceptional customer experience to individuals visiting the store.
- Managed high-stress situations, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
FISHERIES BIOLOGIST
NEW MEXICO DEPARTMENT OF GAME AND FISH
Santa Fe, NM
05.2006 - 12.2008
- Improved fisheries management practices through comprehensive data collection, analysis, and reporting on fish species diversity and distribution.
- Improved statewide sports fisheries through disease sampling, eradication projects, and reintroduction projects of native species.
- Enhanced fish population health by conducting regular water quality assessments and monitoring aquatic habitats.
- Collaborated with interdisciplinary teams to design and implement habitat restoration projects that improved overall ecosystem health.
- Presented talks to public and school groups to encourage interest in STEM topics.
- Used analytical and problem-solving skills to develop effective solutions for challenging situations.
WILDERNESS MONITOR
BUREAU OF LAND MANAGEMENT
Lake Havasu City, AZ
10.2005 - 05.2006
- Collaborated with local 4-wheel drive clubs to GPS route local trails through several BLM management areas.
- Monitored and mapped trails in Wilderness Areas across 3 state area.
- Executed projects for Wilderness Areas restoring them to pristine conditions and installation of barrier devices.
FISHERIES TECHNICIAN
UNITED STATES FOREST SERVICE
Juneau, AK
05.2005 - 09.2005
- Enhanced fish population monitoring throughout SE Alaska by conducting field surveys and collecting data on species abundance, distribution, and habitat use.
- Conduct habitat surveys throughout SE Alaska to document impact of different logging procedures and restrictions.
- Conducted routine maintenance on field equipment, ensuring accurate data collection during fisheries surveys.
- Collected, compiled, and presented data gathered for use in deciding upon future logging regulations.
Education
MBA - Human Resources Management
National University
La Jolla, CA05.2014
Bachelor of Science - Wildlife Science
New Mexico State University
Las Cruces, NM05.2005
High School Diploma - undefined
Cobre High School
Bayard, NM05.2000
Skills
- Critical Thinking
- Data Management
- Interpersonal Communication
- Self-Directed
- Customer Relationship Management
- Documentation and Reporting
- Team Development
- Scheduling and Coordinating
Timeline
SENIOR RETAIL MANAGER
VERIZON COMMUNICATIONS
09.2020 - 12.2025
ASSISTANT MANAGER
VERIZON COMMUNICATIONS
07.2011 - 09.2020
CUSTOMER SERVICE REPRESENTATIVE
VERIZON COMMUNICATIONS
06.2009 - 07.2011
FISHERIES BIOLOGIST
NEW MEXICO DEPARTMENT OF GAME AND FISH
05.2006 - 12.2008
WILDERNESS MONITOR
BUREAU OF LAND MANAGEMENT
10.2005 - 05.2006
FISHERIES TECHNICIAN
UNITED STATES FOREST SERVICE
05.2005 - 09.2005
Bachelor of Science - Wildlife Science
New Mexico State University
High School Diploma - undefined
Cobre High School
MBA - Human Resources Management
National University