PAULA BAKER

*** ****** ****, *********, ********* 37878

865-***-**** ~ 865-***-****

ubqiu1@r.postjobfree.com

~STORE GENERAL MANAGER~

QUALIFICATIONS PROFILE

Highly motivated, results-driven, and tenacious senior executive offering more than 18 years of sales, marketing, and business management experience. Possess stellar qualifications in creating effective marketing strategies and plans to increase sales, capitalize on growth opportunities, and maintain profitable retail operations. Well-versed leader with extreme capability in training and motivating people at all levels to achieve maximum potential while attaining corporate objectives. Exemplify comprehensive skills in delivering presentations, establishing win-win relationships, and addressing diverse needs of customers by providing innovative solutions. Proven effectiveness in a fiercely competitive, fast-paced environment with dedication to superior service.

CORE STRENGTHS

- Retail Store Operations and Merchandising

- Sales, Marketing and Promotions

- Human Resources Administration

- Extensive Product Knowledge and Introduction

- Outstanding Customer Service and Relations

- Presentation, Negotiation, and Closing Skills

- Budget Implementation and Cost Control

- Leadership, Training, and Team Building

- Customer Needs Assessment

- Time Management and Prioritization

- Problem Resolution and Decision Making

- Articulate Oral and Written Communication

EMPLOYMENT HISTORY

BANK OF AMERICA ~ KNOXVILLE, TN

MANAGER IN TRAINING / ASSISTANT MANAGER 2009–2010

Directed and coordinated daily operational aspect of a banking center focusing on sales, customer service, and leadership. Spearheaded banking center team, prepared working schedule, and delegated specific duties and priorities. Facilitated training to banking center team on the proper execution of key banking center "plays" while role-modeling desired behaviors. Oversaw various staffing requirements, such as conducting performance evaluations and administering disciplinary actions. Regularly interacted with customers to provide information in response to inquiries as well as to address and resolve issues / concerns. Built and cultivated long-term quality relationships with clients by addressing their diverse financial needs while providing utmost satisfaction.

Notable Achievements:

- Greatly surpassed sales target along with customer satisfaction goals by continuously improving banking center performance, operational excellence, and associate proficiency

- Presided over in sales and service fulfillment, including operational excellence and compliance related to those activities while frequently updating the manager on such issues

- Consistently maintained the highest level of customer service, demonstrated core values, and exhibited Bank of America spirit in all actions

- Assumed full operational responsibility for the banking center and ensure mandatory Daily Huddle is conducted in manager’s absence

TOYS R US ~ KNOXVILLE, TN

STORE GENERAL MANAGER / STORE DIRECTOR 2008

Applied dynamic leadership talents in all facets of operations, primarily in sales, associates’ training and development, inventory, and profitability. Recruited, hired, and developed sales team to ensure achievement of store profitability upon implementation of sales plan. Fostered positive working environment to develop high team morale toward fulfillment of corporate mission and goals.

Notable Achievements:

- Effectively managed and salvaged an unproductive store in Clarksville through demonstration of exemplary leadership skills

- Significantly improved the store in Knoxville: masterfully led, mentored, and developed demotivated staff; trained associates; set target goals; and exceeded sales plan, achieving store profitability

NATIONAL AGENT ALLIANCES (NAA) INSURANCE ~ KNOXVILLE, TN

LICENSED AGENT-TENNESSEE, KENTUCKY, GEORGIA, INDIANA 2007–2009

Prepared documents, such as representation contracts, purchase agreements, and closing statements. Worked with clients to identify their financial goals and find ways to help them meet their diverse needs.

Notable Achievement:

- Aggressively prospected clients and sold life/ mortgage insurance through marketing, cold calling, regular communication, appointment setting and meetings

CENTURY 21 REAL ESTATE GROUP ~ KNOXVILLE, TN

LICENSED AGENT-TENNESSEE 2006–PRESENT

Promoted properties through advertisements, open houses, and participation in multiple listing services. Sold life/ mortgage insurance by calling and setting appointments with clients to determine what fits their budgets and their needs moving through the process.

Notable Achievement:

- Attended several classes from Century 21 and undergone Smart program to develop competencies in sales

THE GREAT INDOORS ~ BURBANK, CA

GENERAL STORE MANAGER 2001–2006

Displayed unsurpassed leadership in all aspects of daily operations, handling approximately 350 associates for a high volume retail store with $48M in annual sales providing products, such as home décors, appliances, electronics, lightings, and beddings in addition to installation services. Supervised operational, project, training and human resource managers along with 15 supervisors to communicate sales goals and daily tasks. Administered store's financial and budget activities to fund operations, maximize investments, and increase efficiency. Coordinated construction and merchandising activities in support of two new store openings as well as performing merchandising at four additional new locations.

Notable Achievements:

- Served as catalyst in store becoming #1 through comprehensive employee training and working closely with the training manager to ensure quality

- Ranked 2nd place in profit margin for numerous years and achieved the highest profit-to-plan for stores by maintaining operational costs below budget

- Commended in the store by demonstrating high degree of personal commitment

- Utilized entrepreneurial ideas to achieve standing among top five stores for percentage to sales plan

- Conceptualized effective shrink and safety plans and regarded as the first store to pass company-wide audits

- Implemented new signing program across entire company due to success of self-created signing program for individual store

- Established the store from startup making sure all fixed and electrical / plumbing / flooring were placed according to blueprints

- Created and employed a process for closing stores; set up outlet in multiple states while simultaneously managing Houston store

- Pivotal in writing the advertisement, setting pricing / discounts, and ensuring profitability

- Extensively traveled to stay on top of the five stores business

HOME DEPOT ~ JACKSONVILLE, FL / MURFREESBORO, TN / CHICAGO, IL / CINCINNATI, OH / DENVER, CO

STORE MANAGER 1994–2000

Oversaw various high sales volume retail locations with full accountability in daily operations, merchandising, and customer service. Primarily held responsible for managing a $80M location with authority over 350 personnel. Constantly satisfied or surpassed sales budget while simultaneously maintaining below-plan inventory shrink.

Notable Achievements:

- Optimized Park Meadows, Denver store profitability to become #1 in Northwest Division, performing 20% above sales plan with sales increase of 66% over previous year and employee turnover reduction from 85% to 42%

- Successfully opened the Palatine store in Chicago, which became a focal point for investor relations as a divisional showcase for innovative new merchandising programs

- Elevated customer satisfaction by hiring top-performing employees, instituting effective training programs, and constantly monitoring sales floor to enforce customer service standards and assess in-stock conditions

- Provided expert oversight in setting up three new store locations, including one 155,000-square foot facility, and held responsible for operations training for entire Colorado market

- Won the Golden Hammer Award for demonstrating exemplary performance in the store and helping other less fortunate

ASSISTANT MANAGER 1986–1992

Rose from rank and fulfilled expanded responsibility including administrative manager and regional coordinator to handle maintenance and merchandising to facilitate profitability. Managed an average of 50 personnel.

Notable Achievements:

- Exceeded sales objectives and gross margin goals by instigating customer service standards, maintaining stock levels of 98% and implementing highly effective merchandising strategies

- Commended for training and developing more than 15 associates that were promoted to assistant managers and store managers

- Consistently achieved shrink level under 1%, well below company average

OWNER / MANAGER 1992–1994

JACKSONVILLE CUSTOM FLORIST ~ JACKSONVILLE, FL

Initiated and grew a 1,500-square foot florist shop with $120K in annual profits and effectively handled purchasing, merchandising, training, and supervision of 10 employees. Evaluated financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement as well as to determine areas needing cost reduction and improvement.

Notable Achievements:

- Drove all efforts in opening a highly successful store; achieved profitability by cultivating, maintaining, and expanding customer base through reliable, quality service; efforts resulted in profitable sale of business

- Created a favorable public image and increased corporate visibility by winning three awards for floral design and participating in annual bridal shows

PROFESSIONAL TRAINING

Leadership and Seller Fundamentals, Bank of America, Knoxville, TN

Professional School of Real Estate, Knoxville, TN

Dale Carnegie Course, Home Depot, Cincinnati, OH

Attended various courses and company training related to conflict management, hiring, and all types of train the trainer classes

LICENSURES

Real Estate / Health and Life Insurance License in State of Tennessee, Kentucky, Georgia, and Indiana

TECHNICAL PROFICIENCY

Microsoft Office Suite: Word, Excel, and PowerPoint

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