QUALIFICATIONS PROFILE

Highly motivated, results-driven, and tenacious professional offering more

than 16 years of retail and multi-unit operations experience. Possess

stellar qualifications in creating effective strategies and plans to

increase sales, maximize on growth opportunities, and maintain profitable

retail operations. Thrive at training and developing employees to foster

team unity toward the fulfillment of corporate target goals. Demonstrate

ability to establish win-win relationships and address diverse customer

needs by providing innovative solutions and ensuring utmost satisfaction.

Exemplify proven effectiveness to work in fiercely competitive, fast-paced

environments while handling multiple priorities.

CORE STRENGTHS

Business Management and Operations Marketing and Promotional Campaigns

Sales Action Plans Development Competitive Market Research and Analysis

Product Positioning and Corporate Outstanding Customer Service and

Branding Relations

Continuous Process and Performance Leadership, Training, and Team Building

Improvement

Problem Resolution and Decision-Making Excellent Presentation and Negotiation

EMPLOYMENT HISTORY

Make Retail ( St Paul, MN

Project Manager, Retail Operations/Support

Oct 2013 - Present

Directed and coordinated the day-to-day operational aspects of a third party

maintenance program for Google. Managed weekly and monthly reporting, analyzing

performance, generating KPIs, and providing key insights. Project lead major

launches. Facilitated staff training to develop their competencies and achieve

their maximum level of potential. Set strategic direction to several third-party

agencies.

Notable Achievements:

Conceptualized and implemented effective merchandising strategies; retail

strategies; program annual operations plans; and new digital assets to improve

customer engagement

Orchestrated key product launches for major retailers

Collaboratively worked with numerous internal groups including creative,

production and deployment

Earned distinction for delivering key performance indicators and directed

insights

Developed several new client relationships

Best Buy Co. Inc. ( Richfield, MN

Retail Operations Manager, Connected Business Group Jan 2011-Jun

2013

Directed and coordinated the day-to-day operational aspects of a $5B

notebook business while taking charge of direct reports. Handled the weekly

performance management of the district and territory with multi-unit

managers. Facilitated staff training to develop their competencies and

achieve their maximum level of potential. Set strategic direction to

several third-party agencies pertaining to C&T space: MarketStar, Market

Source, Action Link, Mosaic, and Premium. Built and established long-term

quality relationships with key vendors such as Microsoft, Intel, AMD, HP,

Dell, and Google to create retail engagement for their products.

Notable Achievements:

< Conceptualized and implemented effective sales strategy; store

strategies; store annual operations plans; and new digital assets to

amplify sales and improve customer service experience

< Orchestrated special events such as 3,000-6,000 person events to build

annual strategies and holiday strategies

< Collaboratively worked with numerous internal groups including BBY.Com,

Enterprise Customer Care (ECC) Phone Channel, systems/IT, training,

marketing, merchants, demand planning, and space optimization

< Exhibited superior talents in managing several new launches, from as

small as a product launch to as large as a new in-store model

< Earned distinction for designing and developing in-store concepts of

Apple, Samsung, and Microsoft

< Received appointment as the financial services lead for the Connected

Business Group responsible for managing end-to-end operations for Best

Buy's financial services and loyalty

< Administered $6M budget for operations training and events to fund

operations and optimize efficiency

Retail Operations Senior Manager-Labor and Operating Models Jun 2009-Jan

2011

Spearheaded and mentored numerous direct reports to continuously enhance

their competencies and achieve their maximum level of performance.

Facilitated comprehensive training for store-level GMs, DMs, and territory

personnel. Solidified profitable relationships with internal customers,

which included labor allocation, time and scheduling, Sales departments,

Sales Support departments, and the retail field.

Notable Achievements:

< Initiated the development of store operating models for Big Box and

community locations

< Demonstrated proficiency in utilizing customer insights through VOC/VOCE

to meet customers' needs

< Exhibited superior talents in creating new operating models for unique

floor plans, multi-level big box locations, which included customer and

non-customer facing labor and resources

Retail Operations Senior Manager Financial Services Mar 2006-Jun

2009

Displayed unsurpassed management expertise in the daily retail operations

for Best Buy's financial services and loyalty programs. Governed the Reward

Zone loyalty program as it pertained to in-store operations. Provided

expert oversight to the daily operations for financial services at the

multi-unit district and territory levels.

Notable Achievements:

< Launched the daily operations of Best Buy's only Reward Zone MasterCard

cobranded credit card portfolio

< Demonstrated expertise in creating key customer value propositions

< Devised a cobranded strategy which supported the MasterCard portfolio as

well as the private label portfolio

< Doubled store membership base upon implementation of a fee-based program

to a free program

< Secured joint marketing fund amounting to $5M used for key marketing

strategies, in-store training, and key engagement events

Manager Strategic Initiatives Sep 2004-Mar

2006

Took full management accountability in developing initiatives for Best Buy

Private Label. Supervised the daily retail operations for private label

internal vendors and Best Buy merchants. Maintained frequent interaction

with merchants to influence planograms to include private label-branded

products positioned in strategic locations.

Notable Achievements:

< Innovated effective market plans for new private label brands

< Successfully instituted a private label in-store brand positioning

merchandising

< Seamlessly launched multiple trainings, eLearning, and video-based

associate education tools to further align retail with Best Buy PL

strategies

Sales Development Training Manager, Customer Centricity Sep 2003-Sep

2004

Presided over Best Buy's Customer-Centric training to all brick and mortar

associates and multi-unit leaders. Worked collaboratively with retail multi-

unit leaders and internal business groups to launch plan, timing, and post-

mortem.

Notable Achievements:

< Institutionalized strategic launch plan for Best Buy retail on Customer

Centricity and Change Management for in-store customer engagement

< Exemplified paramount efforts in establishing the modality of each

training classification

< Effectively devised a key training vehicles for sales and non-sales

Sales Development Manager, Customer Centricity Jul 2002-Sep

2003

Oversaw the end-to-end process for value props, which involved conception,

launch, performance management, and post-mortem. Developed highly motivated

cross-functional teams to support value proposition conception and launch

planning. Regularly interfaced with new vendors to attract new customer

segment types to Best Buy.

Notable Achievements:

< Gained recognition for creating customer value propositions for defined

segments

< Formulated key customer value propositions for specifically identified

Best Buy segments

Other Positions Held:

Retail Process Manager Jul 2001-Jul

2002

Retail Sales Manager Multiple Best Buy Big Box Locations, Jul 1997-Jul

Minneapolis/St. Paul 2001

EDUCATION

General Studies, Art and Associates Degree ( North Hennepin Community

College, Brooklyn Park, MN

Psychology Program, Minor in History ( University of Minnesota: Twin

Cities, College of Liberal Arts, Minneapolis, MN

Diamond Scholarship Recipient

PROFESSIONAL TRAINING

Lean Six Sigma-White Belt

Creative Writing Course for Corporate Communication

COMMUNITY INVOLVEMENT

Member, Best Buy United Way organization

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