Sheri A. Hottinger

**** ** **** ** **, Bentonville, AR 72712 479-***-**** or 479-***-****

abm2th@r.postjobfree.com

Summary of Qualifications

Energetic, creative and adaptable leader with over 20 years of experience

in store operations, associate development, communications and customer

service. Especially skilled at designing solid programs that blend

strategic direction with organizational culture. Known for building

relationships, being a champion for both employees and customers, and

having a personal commitment to excellence.

Experience (Wal-Mart Stores, Inc.) Sept 1989- Feb 2010

Sam's Club- Director of Member Experience

(Corp. Office-Bentonville, AR)

. Launched an online survey tool to measure member shopping satisfaction

for clubs chain-wide (600). Raised awareness & accountability at all

levels with the implementation of a monthly scorecard.

. Shaped an associate service culture (over 150,000 employees) through

the identification & communication of service standards for key member

touch-point positions within a club.

. Consulted with key leaders to represent the voice of the member in the

development of business

strategies and member loyalty programs.

. Partnered with Call Center Operations to monitor agent performance,

review customer relationship management tools/systems, and had direct

oversight for escalated member issues.

. Developed associate recognition and culture initiatives that targeted

improved morale, ownership& productivity.

. Produced the first creative theatre workshop that communicated to the

organization the core member behavior segments that will be business

targets within the 47 million member base. Developed member scripts

and coordinated with a third party the cast selection, scenes,

backdrops, etc.

. Wrote and published two books internally: One Member At A Time (2006)

and This We Believe (2008). This We Believe is used in associate

orientation programs and in leadership training (Walton Institute-WMT

Stores, Inc.) to teach corporate culture.

Sam's Club- Director of Human Resources & Communications/Event Planning

(Corp. Office-Bentonville, AR)

. Led all Human Resource initiatives supporting 1,500 management and

hourly employees within the core business areas of Merchandising,

Replenishment, Operations, Finance and Membership/Marketing.

. Oversight of HR functions that include: employee relations, engagement

surveys, policy governance, performance management programs, on-

boarding efforts, benefits enrollment and harassment investigations.

Directly impacting the 1,500 Home Office associates and indirectly

impacting 500,000 Field associates.

. Directly managed a team of 12 associates on a regular basis and over

250 Field and Home Office

associates for each corporate meeting.

. Speech writer and strategist for three consecutive Sam's Club

Presidents.

. Continued to build upon the Communications/Special Events strategy as

defined in

previous Senior Manager role.

Sam's Club- Senior Manager, Communications & Event Planning

(Corp. Office-Bentonville, AR)

. Pioneered first department for Sam's Club supporting "one voice"

communications. Responsible for all executive messaging, satellite

broadcasts, video production, corporate meetings, company intranet,

associate communications (newsletters, company news, announcements)

and public relations. This effort was successful in streamlining

messages to both internal and external audiences and drove consistency

in the brand.

. Led all logistical aspects of corporate events which included: site

search/selection, contract negotiations, meals/catering, travel,

booths/exhibits for over 200 suppliers per meeting, show production

with 3rd party interface, theme and rotation development, attendee

enrollment (up to 4000 attendees) and budget/financials management

(Annual budget ranged from 13M-20M)

. Special Honor: Sam M. Walton Award of Excellence Recipient 2000

(*Highest Individual Leadership Award within Sam's Club)

Sam's Club- Assistant Manager

(Fort Smith, AR & Baton Rouge, LA)

. Leadership responsibility for facilities with over 100,000 square feet

and average 45M annual sales.

. Drove sales/profit in assigned areas through effective merchandise

presentation, consistent

pricing practices, and inventory management; on average a 10% sales

increase and an 8% profit increase.

. Drove membership growth through targeted sales approaches (field

and in-club) and community

involvement efforts; on average a 5% increase.

. Provided supervision and development opportunities for 200+

associates at each club.

. Managed facility operations: asset protection, inventory control,

service, safety,

maintenance, budgets/financials and compliance.

. Special Honor: Club of the Year 1992

Sam's Club Manager Trainee

(Houston, TX)

. Trained in all functional areas of the club including: Operations,

Front End, Membership/Sales, Hard lines, Soft lines, Center Section,

Seasonal, Receiving/Claims, Tire & Battery Centers, Specialty Groups

(Pharmacy, Optical, Photo), Grocery and Fresh.

. Assisted leadership in supervisory capacities: opening/closing

procedures, Member interface,

annual inventory preparation, merchandise relays, club & community

events and other

projects as assigned.

Wal-Mart -Project Coordinator, Apparel Marketing

(Corp. Office-Bentonville, AR)

. Designed seasonal layout guides for Apparel Departments in Wal-

Mart stores.

. Worked with Category Buyers and Merchandisers to determine feature

space and positioning of product for optimum sales results.

. Produced directional and category signing for sales promotion and

service.

Other Professional Experience (Russellville, AR 1982-1989)

Maurices, Inc. Assistant Manager- Responsible for merchandise presentation,

sales promotions, facility operations and human resources for the store.

Jim Harris & Associates Office Manager- Acting landlord for 10 businesses

within the office complex. Assisted with billing and logistics for Poultry

Brokerage company.

Arkansas Tech University Student Worker- Processed school payments and

loan/grant applications for students while attending college.

Larkin Business Machines Sales- Assisted walk-in customers and business

accounts with sales of office supplies, furniture, equipment and gifts.

Cynthia's Fitness Center-Aerobics Instructor - Taught high-impact aerobics

classes three times per day/three days per week.

Education & Professional Associations

BS in Business Administration-Arkansas Tech University 1987

PHR Certification 2005

American Society of Training & Development (NWA Chapter) 1994-1999

Wal-Mart Women's Resource Council 2008-2010

Network of Executive Women (NWA Chapter) 2009

References

Available upon request.

Contact this candidate