Team management

Assistant Manager, Guest Experience

lululemon, Riverton, UT  |  August 2023 to June 2024 (6-month contract, extended 5 months)

• Built a daily hourly-goal tracking sheet with a formula that set individual hourly goals at 118% of target.
• Reached an 87% NPS guest-satisfaction score, 9 points above the regional result.
• Delivered 107.6% to the 2023 annual plan.
• Designed a guest-experience strategy that raised store conversion to 26%.
• Recruited, hired and trained 9 of the store's 18 educators for seasonal sales, then promoted them to permanent roles.
• Created a product-knowledge strategy that raised average unit retail 2.5% year over year.
• Earned quarterly bonuses of 15% of hourly wage through these strategies.

Skills: Performance appraisal, teamwork, recruiting, guest service management, trusting relationships, team management, employee engagement, store management

Assistant Manager and SMB B2B Representative

Verizon Wireless, Salt Lake City, UT  |  August 2014 to May 2021

• As a sales associate, finished #3 in sales for July 2019, with in-person recognition from the Vice President of Retail, North America.
• Managed four locations, including the opening of the Riverton store.
• Created development strategies that increased accessory sales 117%.
• Led the team to better guest-experience practices, with a consistent 97% NPS score and a store-record run of 32 promoters in a row.
• Created sales contests for new product launches that produced several best-in-district results.
• Hired, trained and developed new hires across stores.
• As SMB B2B representative, drove small-business growth for the Layton and Logan corporate stores: $1.2 million in phone gross gains in September 2018 and $1.3 million in October 2018.
• Ranked #1 SMB B2B representative in iPhone launch sales two months in a row.
• Set up SMB systems at both locations to submit and track opportunities, aligned with core values and accountability.

Skills: Team leadership, sales management, business development, customer success, Salesforce B2B Commerce, coaching, staff retention, process improvement, CRM, HR, customer onboarding and engagement

Assistant Manager

Aveda, Fashion Valley Mall, San Diego, CA  |  October 2007 to August 2009

Retail Store Manager

LensCrafters, San Diego, CA  |  August 2006 to October 2007

Store Manager

Pacsun, San Diego, CA  |  October 2004 to August 2006

Associate Manager and District Visual Merchandiser

Gap and Banana Republic, San Diego, CA  |  October 1998 to October 2004