Viktoria Harlan

Team Development

• Maintained adequate staffing to meet objectives within budget.
• Minimized staff turnover through appropriate selection, orientation and training
• Created training modules and documentation to train staff
• Enhanced team member performance through use of strategic and tactical approaches, motivational interactions, training and one-on-one coaching sessions
• Recruited and hired qualified candidates to fill open positions.
• Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely

Operations

• Completed thorough opening, closing and shift change functions to maintain operational standards each day
• Entered time and attendance logs in preparation for payroll
• Optimized various procedure efficiencies through proper utilization of individual team member's contribution to the task at hand
• Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.

Customer Service

• Enforced customer service standards and resolved customer problems to uphold quality service.
• Exercised good judgment and decision-making in escalating concerns and resolving issues
• Developed and implemented appropriate plans to resolve unfavorable trends and enhance various metrics
• Developed, from the ground up, a set of client-standards for Adoptions Counselors, implemented and trained the staff in order to elevate the client facing experience.

• Handled shift overstock, restocking and inventory control
• Worked closely with sales associates to complete tasks
• Followed safety protocols and company processes and procedures
• Executed targeted merchandising and promotional plans to meet department sales goals
• Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building
• Performed opening and closing duties as part of management team and handled cash management
• Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency
• Balanced workloads to meet targets without overtaxing employees
• Helped customers find specific products, answered questions and offered product advice.
• Developed trusting relationships with customers by making personal connections.
• Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
• Trained new team members in cash register operation, stock procedures and customer services.
• Tracked company inventories, moved excess stock and arranged products to improve sales.

• Managed financial transactions including handling cash from registers and banking deposits
• Interviewed and hired new employees, coordinated with Human Resources, and managed employee work schedules
• Received and responded to department communications, such as sending invoices and processing paperwork to fix errors, i.e: mis-ordered items, items not on the invoice, damages, etc
• Analyzed and received inventory from the warehouse to determine any allocation adjustments to be made, monitored inventory through cycle counts and yearly inventory
• Ordered and returned product weekly via distribution centers as well as monthly direct from manufacturer.
• Forecasted needs via percentage tracking in order to plan sales and yearly numbers
• Implemented shipment best practices and efficiency when shelving and stickering product to ensure accuracy and efficiency in product ordering
• Increased annual and weekly sales numbers, with a 23% increase in annual sales from 2018 to 2019; a 23% increase in weekly sales from 2018 to 2019; and a profit margin for 2019 of 45.8%
• Lead a Training Weekend in our Florida market to help facilitate the implementation of company Customer Service philosophy. Conducted both new employee training as well as employee development practices at the store level.
• Innovated several merchandising strategies rolled out company-wide including Clearance Aisle, Ruffwear Aisle for Summer products, and endcap products
• Trained Home Office employees as both ASM and SM in Customer Experience and other Operations (including but not limited to our CEO, VP, Director of Communications, Marketing, Merchandising and DM for FL market)
• Engaged customers in detailed discussion of pet care needs and provided personalized recommendations based on individual pet care needs
• Created events to promote business as well as raise funds for community programs, such as The Tale-gate to benefit Rescue Ohio
• Collaborated to arrange food- and supply-drives to benefit local charities
• Promoted our company with neighboring businesses, stores, and dog parks and distributed coupons, promotional merchandise, etc.
• Fulfilled donation requests from local events, such as Howl-o-ween and Bark-toberfest