Ronald L Young

• Collaborated with cross functional teams to develop mutual performance objectives, financial targets and critical milestones.
• Complied with policies and quality standards to maintain consistency in quality of services.
• Developed strong relationships with key clients, resulting in increased customer satisfaction and repeat business.
• Assisted in launching new processes and devices successfully by collaborating closely with cross-functional teams and external partners. Creating the process documents as well as trained stores on these new processes.
• Streamlined operations for improved efficiency by conducting thorough process analysis and optimization.
• Implemented cost-saving measures, reducing overall expenses without compromising quality or performance.

• Streamline operational processes, including application development to provide higher level of field support and adaption. For example, in 3- month period, reduced customer escalation dashboard from over 2000 open inquiries to less than 100 and have maintained that performance.
• Manage Operational Support team performance to assess training requirements and areas in need of improvement for direct reports.
• Train new Owners/Managers of Sears Hometown Stores on operational processes, developed content as well as presented material. Averaging 6 to 8 new Owners/Managers on quarterly basis.
• Manage our training platform, user enrollment as well as develop training material.
• Handle internal and external customers and clients to assist and maintain excellent customer service. Managing over 300 help tickets monthly as well as communicating team performance.
• Meet with senior management as well as external partners to determine needs and develop strategies for improvement.

• Managed over 1400 users in our learning platform, Inspired to Learn.
• Communicated all learning and performance objectives, schedules and training assessments to upper management as well as field organization.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Trained new Owners/Managers, average of 10 to 12 monthly, providing selling and operational skills.
• Directed training programs and development paths for managers and supervisors.
• Researched and obtained relevant course materials to achieve training objectives.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.

• Monitored day-to-day activities of Owners/Managers, noting areas needing improvement and implementing plans for improvement. Averaging approximately 2 locations a month on-site training and weekly updates as well as follow up training if required.
• Communicated and provided suggestions to the field team, 60+ districts the stores reported to and provided summary of findings as well as areas of opportunity.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in Owner retention and improved processes and retail experience.
• Developed lesson plans, instructional materials and field implementation of new Owner/Management training.
• Provided instructional training to improve and develop selling skills and improve customer experiences.

• Managed Owner/Store group from 71 out of 72 districts in the company to top 10 in the second year of managing market. Various elements approved were sales, profit, additional income and improved customer service.
• Coached Owners and sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings as well as improved financial improvement.
• Worked diligently with Owners and management teams to assist in solving unique business problems and improve performance.
• Grew sales and profit by consistently meeting and exceeding performance goals.
• Worked to resolve unique and recurring complaints, promoting loyalty with Owner group and enhancing operations as well as improve Company/Owner results.

• Managed store associates successfully in fast-paced environment through communication and positive feedback. "Walk the talk"
• Maximized sales through excellent customer service and adherence to standard practices.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• 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.
• Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.

• Managed a challenged market, finishing last in performance in 1996. In 2000 the team performed to a level of becoming #1 district in the North-East region.
• Improved branch performance by implementing processes to increase revenue as well as improve technician productivity.
• Improved overall customer service, conducted training to our support team and technicians.
• Developed processes to save on costs and prevent losses.
• Traveled to over 10 locations per week to manage each store and perform reviews of individual managers and associates.
• Devised processes to boost long-term business success and increase profit levels.
• Assisted in recruiting, hiring and training of team members.

Held various assignments:

• sales
• operations
• warehousing
• training