About
On the record
A proven and highly successful retail executive with a strong history of delivering results, developing associates and maintaining strong industry partnerships. Acknowledged for successfully leading field and corporate teams through extended fast growth and turnaround periods while maintaining low associate turnover and strong financial performances. Valued Executive Committee Member with a key voice in strategy development. SELECTED ACCOMPLISHMENTS Leadership • Decentralized the HR function in 2008 to better meet specific business and talent requirements in the field resulting in continued Y/Y lower turnover. 2012 store management turnover was 29.1%, a company best. • Initiated and led a cross functional team in 2010 to improve store productivity. The test stores ran 22% higher than company at 29% in first season (Q4) and maintained at 10% Y/Y improvement. Customer Experience • Received the 2011 JD Power & Associates Award for Excellence in Customer Service. • Developed and implemented a Tri-channel customer service measurement tool, in 2009, resulting in a 3 point improvement in overall customer satisfaction. Finance & Operations • Lowered Call Center operation expenses by 31% over 3 year period by evolving Call Center support to a domestic outsource model while improving customer service and increasing efficiencies. Real Estate • Developed a 5 year strategic real estate road map to support store growth to 600 stores. • Developed, designed, built and merchandised smaller square foot store test in 5 locations in 2013. The "Outdoor Concept" is now the new prototype for 2014.
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