Valerie J. Willemse
Lakewood,CO
Summary
DEDICATED, ETHICAL, AND EMPATHETIC retail professional known for directing teams to achieve goals and perform at the highest levels. Organized, knowledgeable leader capable of managing large crews while completing multiple projects. Decisive, passionate customer service advocate skilled in developing systems, programs, and organizing events. Track record for exceeding store projections and improving comp sales yearly. Delivers aesthetically pleasing retail environments attracting customers to fresh, full, abundant, and clean shopping experiences. Proficient in training and development. Areas of expertise: Maximizing store sales to achieve goals by directing productivity and ensuring staff is knowledgeable about products. Ensuring excellence in customer service by modeling brand specific service standards and engaging team members. Providing coaching in areas of customer service and engagement, brand identity, product knowledge, and operations. Ensuring all company and store policies and procedures are followed and store meets company operations standards. Merchandising store by executing floor-sets to maintain product freshness and promote retail trends. Attracting, recruiting, and hiring high caliber talent and managing day to day performance, compliance, and HR needs. Protecting company assets by complying with all company safety, security, and shrink avoidance policies and programs.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior store manager
Natural Grocers Vitamin Cottage
Littleton, CO
08.2014 - 12.2022
- Directed operations for seven departments, training 14 department managers and assistants overseeing 32 employees
- Facilitated MOD procedures, inventory management, product ordering, and customer service
- Coordinated all hiring, performance management, talent development, and corrective actions
- Oversaw scheduling, system implementation, receiving, stocking, ordering, and cashiering
- Conducted daily walk throughs, providing feedback to managers and employees on achievements and areas of improvement
- Ensured waste reduction and low shrinkage levels
- Managed multi-million budget
- Exceeded 80-85% of store projections by ensuring stocked inventory, desirable products, and dedicated customer service
- Reduced inventory loss rates 50% by properly and consistently rotating and stocking inventories, efficiently scheduling staff, and conducting effective training
- Achieved YOY top 5 lowest company rates
- Selected as flagship training store responsible for developing and mentoring new store, assistant, and department managers
- Became go-to resource and example for effective management by corporate leadership
- Trained and developed two crew members within 24 months for promotions to store manager positions
- Achieved consistent and high service levels during COVID by implementing new procedures and safety protocols
- Conceptualized and launched Abundant Pantry, a food donation program for Red Rock Community College
- Provided $5,000 in healthy food annually to individuals in need
- Boosted event and class participation to highest levels across store chain for four years consecutively
- Created pilot program focused on community classes spanning topics including cooking, health, and wellness
- Established membership loyalty implementing rewards program to drive client retention.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Formed and sustained strategic relationships with clients.
Assistant store manager
Natural Grocers Vitamin Cottage
Littleton
07.2012 - 08.2014
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Handled scheduling for store shifts to achieve adequate staffing.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Oversaw aspects of maintenance, inventory, and daily activity management.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Coached and developed store associates through formal and informal interactions.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented campaigns and promotions to help with developing goods and services.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Implemented successful business strategies to increase revenue and target new markets.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Health & beauty manager
Natural Grocers Vitamin Cottage
08.2010 - 01.2012
- Educated clients on benefits of products with full consultation and cosmetic application.
- Implemented merchandising displays and promotional products to meet marketing standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Attended trainings and seminars to gain product line proficiency.
- Assisted in daily store recovery and replenishment.
- Reviewed completed work to verify consistency, quality, and conformance.
- Delegated work to staff, setting priorities and goals.
- Analyzed business performance data and forecasted business results for upper management.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented quality control measures to uphold company standards.
Vitamin support
Natural Grocers Vitamin Cottage
Lakewood, Colorado
10.2005 - 08.2010
- Delivered exceptional customer service to promote program engagement.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Created price tags and merchandise signs for new items.
- Helped customers by answering questions and locating merchandise.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Initiated friendly conversation with customers to determine level of assistance required.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Arranged merchandise for display to highlight new styles, attract customers, and enhance sales.
- Assisted in the preparation and execution of physical inventory counts.
- Processed and organized shipments, restocking merchandise on the sales floor promptly.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Collaborated with team members to achieve sales targets and contribute to a positive work environment.
- Adhered to loss prevention policies, identifying and reporting potential security issues.
- Greeted and assisted customers with product selection, offering personalized shopping advice.
- Operated cash registers and processed transactions including sales, returns, and exchanges.
- Developed and maintained relationships with regular customers, providing personalized service to encourage repeat business.
- Participated in staff meetings and training sessions to improve product knowledge and sales techniques.
- Utilized point-of-sale systems efficiently, ensuring accurate pricing and inventory management.
Operations manager
The Golden Hotel
Golden, Colorado
06.2004 - 07.2005
- Oversaw hotel operations for independent boutique hotel in historic downtown comprised of 62 guest rooms and suites, 6,500 square feet meeting and event space, Grill, and full-service restaurant
- Coordinated 100+ events annually and supported department staff during shortages and planned time off
- Reported to General Manager
- Facilitated reimaging facelift for property by incorporating Choice Hotels branding, processes, and reservation hotline
- Resulted in 300% increase in revenue
- Recruited, hired, and trained +/- 100 new staff members across seven departments annually
- Processed payroll for 80+ employees bi-weekly
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Collaborated with team leaders on quality audits.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Education
General Studies -
Chandler Community College
Chandler, AZSkills
- Performance Management
- Customer Service
- Sales
- Product Knowledge
- Innovation
- Compliance
- Scheduling
- Retail Management
- Mentoring
- Recruiting
- Loss Prevention
- Team Building
- Inventory Control
Certification
- Life and Disability, expired
- Forklift
- Leadership
Keyareasofqualification
- Performance Management
- Customer Service
- Sales
- Product Knowledge
- Innovation
- Compliance
- Scheduling
- Retail Management
- Mentoring
- Recruiting
- Loss Prevention
- Team Building
- Inventory Control
Timeline
Senior store manager
Natural Grocers Vitamin Cottage
08.2014 - 12.2022
Assistant store manager
Natural Grocers Vitamin Cottage
07.2012 - 08.2014
Health & beauty manager
Natural Grocers Vitamin Cottage
08.2010 - 01.2012
Vitamin support
Natural Grocers Vitamin Cottage
10.2005 - 08.2010
Operations manager
The Golden Hotel
06.2004 - 07.2005
General Studies -
Chandler Community College
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