Spencer Hayna
Team Leader & People Developer
Palatine,IL
Summary
Collaborative senior retail associate with 17 years of experience facilitating unprecedented shopping experiences. Driven, top-notch sales abilities, service-oriented nature, analytical approach to resolving customer problems, independent problem-solver with dedication to conflict resolution and customer satisfaction. Reliable and upbeat Team Leader successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing, and dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
18
18
years of professional experience
Work History
Pro/Team Lead
Apple, Inc.
Deer Park, IL
11.2009 - 02.2022
- Tracked sales, operational excellence, and precise merchandising standards.
- Managed scheduled zoning and found coverage for short shifts.
- Minimized resource and time losses by addressing employee issues directly and implementing timely solutions to ensure superlative customer journey.
- Prepared detailed reports on updates to quarterly focus criteria, progress, identified conflicts and team successes/opportunities.
- Mentored newly hired employees on operational knowledge and safety and coached sales strategy and skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Used competency-based coaching strategy to assist team members in techniques necessary to complete job tasks.
- Directed and supervised team of 100+ engaged in Sales, Customer Service, and Technical Support development.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Participated in cross-functional team-building activities.
Magnolia Pro/Home Theater Consultant
Best Buy Stores, Inc.
Schaumburg, IL
01.2007 - 10.2009
- Leveraged knowledge of home theater products and companies to educate customers and lock in sales.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Conducted on-site product consultations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Fostered relationships with customers, implementing business strategies and suggesting areas for improvement.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Provided sales and customer service assistance to walk-in traffic
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Maintained organized, presentable merchandise to drive continuous sales.
Manager
Circuit City Stores, Inc.
Arlington Heights, IL
06.2007 - 01.2008
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Maintained quality brand image exposure in alignment with corporate standards.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Manager
Blockbuster Video, Inc.
Hoffman Estates, IL
06.2005 - 05.2007
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Education
Bachelor of Arts - Graphic Design
The Illinois Institute of Art-Schaumburg
Schaumburg, IL 08.2004 - 05.2007
Bachelor of Arts - Visual Communication
Northern Illinois University
Dekalb, IL 08.2003 - 05.2004
Skills
Team Building
Training and mentoring
Store presentation
Sales expertise
Analytical and Critical Thinking
Active Listening
Attention to Detail
Decision Making
Problem-Solving
Merchandising operations
Strategic selling
Coaching and mentoring
Staff training/development
Delegation
Timeline
Pro/Team Lead
Apple, Inc.
11.2009 - 02.2022
Manager
Circuit City Stores, Inc.
06.2007 - 01.2008
Magnolia Pro/Home Theater Consultant
Best Buy Stores, Inc.
01.2007 - 10.2009
Manager
Blockbuster Video, Inc.
06.2005 - 05.2007
Bachelor of Arts - Graphic Design
The Illinois Institute of Art-Schaumburg
08.2004 - 05.2007
Bachelor of Arts - Visual Communication
Northern Illinois University
08.2003 - 05.2004