Samuel Madruga

• Lead overall store operations for a high-volume retail location, driving execution across workforce planning, inventory management, customer experience, and operational performance.
• Utilize enterprise systems including Microsoft Dynamics 365, Power BI, UKG, StoreForce, and Workday to analyze business performance, identify operational opportunities, and support data-driven decision-making.
• Leverage workforce management reporting and labor analytics to align staffing strategies with business demand, payroll budgets, and operational goals while maintaining service standards and execution consistency.
• Analyze key performance indicators including sales, traffic, conversion, average dollar transaction, units per transaction, loyalty participation, and footwear penetration to identify trends and develop action plans that improve business performance.
• Facilitate district-wide leadership communication by developing and presenting operational updates, business reporting, training materials, and process guidance for Assistant Store Managers across multiple locations.
• Partner with district and regional leadership to support operational initiatives, provide field feedback, and contribute to process improvements that enhance execution and consistency across stores.
• Lead hiring, onboarding, training, and development efforts for store leadership and associate teams, building operational capability and supporting long-term talent growth.
• Contribute to company leadership development and engagement initiatives by designing discussion materials, facilitating collaboration, and supporting enterprise-wide leadership programs.
• Provided travel-based operational support for multiple locations across California, Colorado, and New Jersey, assisting with leadership development, process execution, business performance, and store operations.
• Recognized for analytical problem-solving, cross-functional collaboration, and the ability to translate store-level operational challenges into actionable business solutions.

• Trained, coached, and developed sales and cashier associates to support customer engagement, operational consistency, and team performance.
• Participated in recruiting, interviewing, and onboarding new team members to support staffing and business objectives.
• Supervised daily store operations, including opening and closing procedures, cash management, security compliance, and operational execution.
• Executed visual merchandising initiatives, promotional displays, and marketing campaigns in alignment with company standards and business goals.
• Collaborated with store leadership to maintain operational standards, improve execution, and support overall business performance.

Core Competencies:

• Leadership & Team Development
• Store Operations & Process Execution
• Visual Merchandising & Brand Presentation
• Customer Experience & Sales Support

• Delivered personalized customer service and technical support for photo printing, digital media, film processing, and imaging services.
• Consulted with customers on product options, pricing, print finishes, image enhancements, and order requirements to ensure accurate and satisfactory outcomes.
• Captured and edited passport photographs in compliance with government requirements, maintaining accuracy and attention to detail.
• Processed digital and film-based photo orders, including enlargements, restorations, duplicates, and specialty print requests while adhering to quality standards and production timelines.
• Managed customer inquiries, resolved service issues, and built strong customer relationships through effective communication and problem-solving.
• Supported daily business operations including order management, inventory organization, administrative tasks, and workflow coordination.

Core Competencies:

• Customer Experience & Relationship Building
• Technical Troubleshooting & Problem Solving
• Photo Lab Operations & Quality Control
• Sales Support & Administrative Coordination

• Consistently achieved and exceeded sales, service, and customer satisfaction objectives through consultative problem-solving and solution-based customer engagement.
• Assessed customer needs and recommended tailored products, services, and account solutions to improve customer experience and business outcomes.
• Resolved service issues, account concerns, and technical inquiries while maintaining a high standard of professionalism, accuracy, and customer care.
• Maintained expertise in wireless products, service plans, promotions, and emerging technologies to effectively support customer decision-making.
• Managed end-to-end sales transactions, including contracts, account modifications, payment processing, inventory management, and documentation compliance.
• Utilized multiple business systems to support customer accounts, process transactions, troubleshoot issues, and maintain operational accuracy.

Core Competencies:

• Consultative Selling & Solution Development
• Customer Relationship Management
• Problem Solving & Issue Resolution
• Sales Operations & Administrative Execution

• Progressed through multiple leadership positions, advancing from Seasonal Associate to Store Manager through consistent performance, operational excellence, and leadership development.
• Recruited, trained, coached, and developed high-performing sales teams, fostering a culture of accountability, customer service, and continuous improvement.
• Delivered ongoing performance coaching, goal setting, and development planning to improve team effectiveness, retention, and career growth.
• Managed workforce scheduling, labor allocation, and payroll execution to balance business needs, customer service expectations, and operational efficiency.
• Directed all aspects of store operations, including staffing, merchandising, inventory management, visual presentation, cash handling, and compliance with company standards.
• Analyzed sales performance and operational metrics to identify opportunities, address business challenges, and drive store performance.
• Executed company initiatives, promotional campaigns, and operational programs while ensuring consistent execution and customer experience standards.
• Drove revenue growth through effective execution of GameStop's buy/sell/trade, reservation, and membership programs while maintaining a strong focus on customer engagement and operational performance.
• Collaborated with district leadership to support business objectives, operational initiatives, and talent development efforts.

Core Competencies:

• Leadership & Team Development
• Workforce Planning & Performance Management
• Store Operations & Business Execution
• Customer Experience & Sales Leadership