Teresa Gray
Jacksonville,USA
Summary
Head manager leading retail operations, team performance, and customer experience across a high-volume store environment. Oversees 20+ employees, monthly sales targets and KPIs, and ongoing training, performance reviews, and staff development. Partners with vendors, stakeholders, and senior management to strengthen service standards and support business growth.
Overview
1
1
Language
27
27
years of professional experience
Work History
Head Manager
Surf-Style
Destin, FL
02.2019 - 06.2026
- Lead 20+ employees across daily store operations to consistently exceed monthly sales targets and KPIs.
- Maintain [number] weekly stakeholder touchpoints to strengthen vendor and client relationships and sustain service quality.
- Conduct regular performance reviews and deliver ongoing training to strengthen staff development and accountability.
- Partner with senior management on growth initiatives and expansion plans that support broader business objectives.
- Apply Inventory control and Visual merchandising to keep the sales floor organized, stocked, and presentation-ready.
- Oversee Payroll control and workforce scheduling to balance labor coverage with operational demand.
- Monitor Loss prevention practices and cash handling to reduce shrink risk and protect store assets.
Store Manager
Cotton On USA Inc
Jacksonville, FL
04.2014 - 05.2018
- Managed weekly inventory audits to maintain accurate stock levels and reduce shrinkage in store operations.
- Implemented store policies and procedures to improve operating consistency and customer satisfaction.
- Oversaw visual merchandising and product placement to strengthen presentation and enhance the shopping experience.
- Trained and mentored employees to support professional growth, stronger teamwork, and consistent service standards.
- Coordinated staffing schedules to balance coverage, workload, and daily store priorities.
- Handled cash control and end-of-day reconciliations to support accurate daily reporting and register integrity.
Store Manager
Rue21
Jacksonville, FL
07.2010 - 03.2014
- Managed inventory control and maintained accurate stock levels across the sales floor and backroom.
- Developed and executed promotional events and marketing campaigns to drive foot traffic and strengthen brand visibility.
- Maintained compliance with company policies and local, state, and federal regulations.
- Directed staff management to keep the sales floor staffed, organized, and aligned with daily priorities.
- Supported customer service by resolving issues quickly and maintaining a positive in-store experience.
Store Manager
Forever21
Jacksonville, FL
08.2006 - 06.2010
- Managed [number] employee schedules weekly to align coverage with store traffic and daily demand.
- Implemented cost-saving measures that increased profitability by 15% in the first year.
- Oversaw daily store operations, including inventory control, sales tracking, and staff coordination.
- Conducted performance reviews and delivered training to help staff meet or exceed sales targets.
- Developed and executed promotional strategies to increase foot traffic and strengthen customer loyalty.
- Maintained a clean, organized sales floor to improve the overall shopping experience.
- Supported payroll control and cash handling processes to keep front-end operations accurate and compliant.
Assistant Manager
Wetseal
Destin, FL
10.2009 - 02.2010
- Supported daily store operations, including scheduling, inventory management, and customer service, driving 10% overall store efficiency.
- Trained and mentored new employees on company policies and procedures, cutting onboarding time by 20% and improving staff performance.
- Assisted in developing and implementing marketing strategies to drive sales and customer engagement, supporting 15% revenue growth.
- Conducted regular performance evaluations and delivered feedback to staff, contributing to 5% employee satisfaction.
- Collaborated with management to resolve customer complaints and maintain a positive shopping experience, achieving 95% customer satisfaction.
- Managed workforce scheduling, cash handling, and payroll control to keep daily coverage accurate and store operations running smoothly.
- Applied inventory control and loss prevention practices to protect merchandise, maintain stock accuracy, and support sales-floor readiness.
Customer Service Supervisor
Kohl’s
Jacksonville, FL
08.2004 - 05.2006
- Coached customer service representatives to strengthen service consistency, accountability, and day-to-day performance.
- Monitored customer service metrics to identify process gaps and guide service-quality improvements.
- Developed training programs that improved team readiness and supported stronger customer satisfaction.
- Oversaw a customer service team of 15 representatives, providing guidance and support for consistent service delivery.
- Conducted regular performance reviews and reinforced service expectations to support team goals.
Customer Service Manager
Wal-mart
Jacksonville, FL
07.2003 - 08.2004
- Developed and implemented process improvements that increased service efficiency by 20% and improved response times.
- Led and coached a team of 15 customer service representatives to deliver consistent, high-quality customer support.
- Conducted performance evaluations and goal-setting sessions to strengthen individual accountability and team results.
- Collaborated with cross-functional departments to resolve customer concerns and improve the overall experience.
- Provided coaching and training to help representatives deliver exceptional service and stronger customer satisfaction.
- Aligned service standards with customer expectations to support a consistent, professional front-line experience.
Sales Representative
Dillards
Fort Walton Beach, FL
09.1999 - 06.2001
- Managed a portfolio of 150+ accounts, consistently exceeding quarterly sales targets by 20%.
- Developed strategic sales plans that drove 15% year-over-year revenue growth across the territory.
- Delivered product demonstrations and presentations that increased new business acquisition by 30%.
- Partnered with marketing to launch targeted campaigns that boosted lead generation and conversion rates by 25%.
- Delivered customer service that resolved inquiries promptly and maintained a 95% customer satisfaction rate.
- Applied Visual merchandising standards to strengthen product presentation and support a polished in-store experience.
- Used Inventory control practices to maintain organized stock flow and support accurate product availability.
Education
High School Diploma - undefined
James H Groves
Woodside5 1991
High School - undefined
Cesar Rodney High School
Delaware09.1990
Skills
- Inventory control
- Visual merchandising
- Cash handling
- Loss prevention
- Retail operations management
- Employee training
- Payroll control
- Workforce scheduling
- Performance management
- Coaching & feedback
- Store opening procedures
- Operational reporting
- Hiring & onboarding
- Promotional planning
- Budget management
- Sales forecasting
Languages
Tagalog
Personal Information
Title: Management/Retail
Timeline
Head Manager
Surf-Style
02.2019 - 06.2026
Store Manager
Cotton On USA Inc
04.2014 - 05.2018
Store Manager
Rue21
07.2010 - 03.2014
Assistant Manager
Wetseal
10.2009 - 02.2010
Store Manager
Forever21
08.2006 - 06.2010
Customer Service Supervisor
Kohl’s
08.2004 - 05.2006
Customer Service Manager
Wal-mart
07.2003 - 08.2004
Sales Representative
Dillards
09.1999 - 06.2001
High School - undefined
Cesar Rodney High School
High School Diploma - undefined
James H Groves