SUSAN WILLIAMS
Naugatuck,CT
Summary
High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency. Passion for executing high operational and organizational standards.
Overview
13
13
years of professional experience
Work History
Store Manager
Starbucks
10.2023 - Current
- Manage daily operations related to improving financial results and developing strong teams to drive performance
- Recruit, hire, train and develop Partners for continued growth
- Manage and improve back of house operations and station layouts, front-of-house leader, create daily intentional connection with partners and customers, providing coaching in the moment and identify new ways to drive results.
- Manage daily operations to ensure smooth functioning of stores, maintaining clean, safe environment for customers and employees.
- Manage inventory control, cash control, and store opening and closing procedures.
- Address customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
District Manager
Talkmore Wireless
04.2023 - 10.2023
- District Manager for Authorized Retailer Metro by T-Mobile locations in the Northeast Region spanning CT, MA and RI
- Create continuity and role clarity for my teams spanning 18 locations, discover and execute new location roll out, actively recruit and hire, manage loss prevention standards and customer experience expectations.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Supervised 18 locations to enforce high-quality standards of operation.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Built positive and productive relationships with store and field leadership.
Retail COR Store Manager
T-Mobile
03.2017 - 04.2023
- Responsible for the supervision and execution of every aspect of store function, performance and operations; including but not limited to: Hiring and staff development, relationship building, utilizing efficient and effective operational tactics, continuous training of staff, planning and execution of effective sales strategies, implementing behaviors to exceed sales targets, solving customer and employee pain paints, upholding merchandising standards, loss protection and asset protection, conducting individual, team and peer meetings, conducting performance reviews and implementing disciplinary action, and effectively managing a staff of 12+ associates while overseeing market expectations for operational greatness and audit standards
- Provide solutions and direction to multiple teams to ensure operational greatness and understanding
- Perform Operational Audits on a quarterly basis
- Develop and implement processes to solve pain points and avoid future problems.
Operations Manager Internship
T-Mobile
03.2022 - 08.2022
- Provided outstanding Operational support to 130 COR stores to ensure incredible frontline success
- Built relationships that span the country between frontline employees and HQ to resolve issues, quickly answer inquiries and solve pain points
- Effective and organized use of technology and programs to remain quick, efficient, and ready to assist the field
- Created and presented content on weekly District and National calls to relay information to the field
- Research sales reporting and break down to communicate to the field
- Continued to be the PoC in my District for all things operational to continue to build strength and knowledge in this field.
Account Service Representative
T-Mobile
03.2014 - 01.2017
- Accountable for the overall success, growth, and development of over 20 Indirect owned locations, including our National Retail channel
- Discovering new opportunities for profitable points of distribution, as well as location launch, program installation, coaching of staff, conducting multi-store staff meetings, working with OEM partners for coaching and effective event execution, merchandising adherence, customer de-escalations, effective grassroots efforts within the community, creating and executing customer loyalty events and driving a positive customer experience within our Indirect sales channel.
Assistant Store Manager
T-Mobile
10.2011 - 03.2014
- Assist Store Manager in driving results and improving performance through honest coaching, challenging behaviors and building effective relationships.
Education
BUSINESS MANAGEMENT -
JOHNSON & WALES UNIVERSITY
Providence06.2009
HIGH SCHOOL DIPLOMA -
WATERBURY ARTS MAGNET SCHOOL
Waterbury01.2008
Skills
- Execution of results through focused plans of action
- Highly adaptable
- Strong ability to multi-task
- Contagious positive outlook and approach
- Lead-by-example mentality and follow through
- Strong Operational focus to support teams
- Efficient organizational skills
- Effective delegation methods
- Decisive decision maker
- Powerful ability to rally teams and get results though valuable relationship building
- Research and analyze results
- Ability to provide training on District and National levels
- Multitasking and Organization
Timeline
Store Manager
Starbucks
10.2023 - Current
District Manager
Talkmore Wireless
04.2023 - 10.2023
Operations Manager Internship
T-Mobile
03.2022 - 08.2022
Retail COR Store Manager
T-Mobile
03.2017 - 04.2023
Account Service Representative
T-Mobile
03.2014 - 01.2017
Assistant Store Manager
T-Mobile
10.2011 - 03.2014
BUSINESS MANAGEMENT -
JOHNSON & WALES UNIVERSITY
HIGH SCHOOL DIPLOMA -
WATERBURY ARTS MAGNET SCHOOL
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