Sixteen years of experience in providing excellent customer service. Adept in leadership management, employee engagement, process optimization, and delivering superior sales results. Independent decision-maker with an acute ability in problem resolution and a passion to empower and motivate employees and peers.
Consistent in providing improvement in yearly analysis metrics, particularly in underperforming Walgreen locations throughout Western and Northern Massachusetts for the past four consecutive years.
Excellent oral/written communication- skilled in company, district & regional presentations and trainings
Superior customer service delivery- daily monitoring of net promoter score and company, customer & pharmacy satisfaction ratings
Exceptional diagnostic & report analysis skills within assigned store and district wide
Expert in leadership process optimization, team leadership, talent management, employee & mentor/mentee training & development
Consistently improve and exceed pharmacy sales & retail metrics
Maintain extraordinary loss prevention procedures and risk management processes to minimize cost and maximize revenue
Walgreens, Chelsea, MA September 2012-Present
Responsible for all store operations including budget management, payroll, scheduling, pharmacy and operational planning.
Lead a team of 35 employees
Responsible for maintaining standard operating procedures (SOP), key performance indicators (KPI) and quarter-over-quarter business growth
Facilitate regular training and team-building presentations for new and current employees/colleagues
Proactively create action plans and monthly financial business reviews to ensure consistent store success using KPI’s, weekly pharmacy and management meetings, focusing on “way forwards”
Consistently maintain exceptional loss-prevention results while reducing company exposure
Oversee pharmacy compliance audits by the Board of Pharmacy, the Board of Health, and the DEA.
Reduce comprehensive loss internally by 3 % from 2016-present
Decrease store inventory approximately 20 % from 2016-present
Walgreens, Springfield, MA July 2009-Septmber 2012 Executive Assistant Store Manager
Managed a team of 10 employees
Decreased inventory levels and comprehensive loss throughout several store locations in the Western Massachusetts area from 2009-2012
Oversaw pharmacy operations
Voted top Executive Assistant Store Manager in Massachusetts State (2011)
Certified Pharmacy Technician license (2011)
Walgreens, Springfield, MA May 2004-July 2009 Assistant Manager
Oversaw new hire assistant manager trainee program from 2004-2009
Assisted with screening and interview process for hiring new service clerks from 2006-2009
Walgreens, Highlands Ranch, CO February 2002-May 2004 Customer Service Associate
Maintained the front end and register operations from 2002-2004
Achievements: Voted top customer service associate in 2004
Springfield Technical Community College - Springfield, MA 2000-2001, General Studies Seton Hall University - South Orange, NJ 2002-2003, General Studies/Chemistry