Customer Success Manager

• Sep 2021 - Present

Field Operations Manager

• Mar 2018 - Aug 2021

Championed and oversaw the ongoing operational and training support efforts for 70 Plato’s Closet locations across North America. I consulted and prepared the individual store owners/managers (franchisees), on business best practices and sustainability policies such as inventory levels, product mix, and merchandising according to the regional data and consumer metrics. I facilitated the cost savings and profitability efforts with ongoing financial analyses and developing/updating franchisee business plans on an individual basis. Chaired brand and company meetings, draft and distribution of the monthly brand newsletter, and oversaw all the digital marketing operations including social media presence, website development, and in-store advertising collateral. ♦ Served as foundational growth asset for Annual Company Conference (500 guest event)—creating and delivering live and virtual presentations, webinars, and training courses to franchisees based on annual brand data analyses and industry trend research. ♦ Enhanced brand and regional growth—generating 5% average increase in sales—through onsite/virtual visits, regional meetings, and consistent communications.♦ Drove average annual regional sales revenue to exceed $1M by prioritizing targeted segments, opportunity metrics, and implementation of consistent follow-up measures.♦ Streamlined store operations by developing direct and online training classes, materials, and tools for 50+ Plato’s Closet, Style Encore, and Once Upon a Child franchisees. ♦ Illustrated direct correlation between select store practices and increased net profit by creating a company-wide visualization tool—effectively driving key metrics and informing sales process for all struggling stores.

New Store Development & Training Manager

• Mar 2016 - Mar 2018

I led and conducted the field training, delivered new operations support, and facilitated the new site launches for 50+ retail store locations across North America including Plato’s Closet, Style Encore, and Once Upon a Child. I consulted the store management on optimizing sales by leveraging the local/regional brand data to inform the inventory and purchasing operations. I designed the store SOP, training programs, and fostered strong, working relationships with the Winmark preferred vendors and franchise owners. ♦ Streamlined forthcoming franchisee launches and improved overall store operational efficiency by building new SOP on a case-to-case basis. ♦ Increased average grand opening sales revenue by 20% across Plato’s Closet stores by refining launch processes in coordination with marketing department, including optimal visual merchandising, store layouts, and securing auxiliary product replenishment.

Operations Manager

• Oct 2015 - Mar 2016

I programmed and headed the elevated sales, growth, and customer service improvement initiatives while supervising/mentoring a staff team of ten with ongoing training and performance evaluations. I recruited and trained the junior staff members and defied the store and individual benchmarks. I also managed all the inventory functions including shipping, receiving, shrink control, and facilities maintenance. I programmed and headed the elevated sales, growth, and customer service improvement initiatives while supervising/mentoring a staff team of ten with ongoing training and performance evaluations. I recruited and trained the junior staff members and defied the store and individual benchmarks. I also managed all the inventory functions including shipping, receiving, shrink control, and facilities maintenance.

Customized Support Professional

• Oct 2014 - Jun 2015

I engineered and implemented custom development activities (interactive art, language, memory exercises, etc.) and the corresponding SOP for 30 clients. I managed the departmental budget and supervised a staff team of 20+. I onboarded, trained, coached, and developed the junior team members on best support practices, communication, and documentation. I also led the planning and logistics efforts for company events (holidays, fundraisers, etc.) for up to 200 guests. I engineered and implemented custom development activities (interactive art, language, memory exercises, etc.) and the corresponding SOP for 30 clients. I managed the departmental budget and supervised a staff team of 20+. I onboarded, trained, coached, and developed the junior team members on best support practices, communication, and documentation. I also led the planning and logistics efforts for company events (holidays, fundraisers, etc.) for up to 200 guests.