Sales Customer Service

Danielle Watson

************@*****.***

**** *. **** ***** *****: 773-***-****

Chicago, IL 60652

Successful career in management with a record for enhancing recruitment and staffing systems to

facilitate continuous business growth. Effectively balances human resources with operating and financial

demands to transform corporate goals into profitable reality. Known as an inspiring leader and analytical

problem solver. Builds top-performing teams. Expertise includes:

Scheduling & Staffing Grievance & Compliant Resolution Applicant Tracking System

Training/Development Organizational Development Team Building & Supervision

Best Practice & Policies New Store Opening Projects Compliance & Safety

Strategic Planning Screening, Recruitment & Interviews Sales & Profitability

Operations Management New Hire Orientation & Training Inventory Management

Professional Experience

Neighborhood Market WAL MART Chicago, IL 9/2012 to 3/2013

WAL MART Aurora, IL 9/2011 to 9/2012

Manager of Operations and Human Resource

Reporting directly to the store manager, accountable for profit and loss performance, staffing, safety & compliance, operations

management and profit building strategies for a $20 million/year retail discount store with more than 2,400 customers per day and

180 supervisory and line employees.

• Direct and manage the stores recruitment/employment process. Responsibility includes managing the applicant tracking

system, staff recruitment, interviewing, training/development, performance appraisals, succession planning and other

human resources functions.

• Direct all aspects of store internal audit policies and procedures, that ensure compliance with company, city and state law

• Execute the hiring cycle process, on boarding new hires, conducting terminations, exit interviews, maintaining personnel

files, I 9, background checks, promotions, transfers, and scheduling

• Serve as leader for major project prompted for city and federal regulations, OSHA, FMLA, operating procedures, business

practices, and safety standards.

• Analyze KPI and EPOS data to monitor performance, sales, payroll, budget, inventory levels, backroom accuracy

• Monitor, manage and improve the efficiency of support services such as Asset Protection, Accounting, Invoicing,

Receiving, Claims and Hazardous Waste Management, HR, Customer Service, Site 2 Store Delivery, Maintenance

• Direct vendors as required for merchandise flow, maintenance repair, equipment, and building renovations

• Ensure worker’s compensation claims, FMLA, Temporary Alternate Duty are properly documented and reported and

participate in unemployment hearings and provide required documentation for all claims

• Develop/adjust staff schedules appropriately for payroll budget to increase earnings without sacrificing quality or customer

service.

• Oversee the safety team committee, ensuring that safety programs are implemented and employees are following safety

procedures according to company standards. Conduct weekly/monthly safety and compliance audits, implement action

plans where necessary and communicate all finding to the Market

• Collaborate with and advise the store manager, personnel coordinator and team of department managers to plan staffing

needs and HR initiatives across retail departments.

• Conduct team meetings to delegate assignments, set objectives, share progress and challenges, provide

instruction/information on legal and regulatory matters and enforce company policies.

• Ensure accurate and efficient receiving, merchandise flow, cash account integrity, inventory control

• Collaborate with managers in the sales, pricing, and visual merchandise planning to support company goals . Provide

merchandising direction to management on company standards and productivity guidelines

• Create and execute seasonal and event merchandising concepts according to company guidelines

• Review weekly metric reports and identify opportunities to increase sales, margins and reduce markdowns.

Highlights:

Assist with Wal Mart Expansion project in Chicago IL. Key Role in recruiting, hiring, training, operational development,

store planning, compliance and safety initiatives.

Improved sales revenues 14% over the last 10 months via stock rotation, staff training, pricing, signage, sales promotion

and remerchandising strategies (seasonal trends and ethnic categories).

Reduced employee turnover by offering performance recognition, open door communication, reachable goals, morale

building initiatives and equal opportunity for promotion.

Decreased annual inventory shrinkage losses from sales floor from 1.33% to 0.65% by cross training employees and

enforcing timely re stocking, price changes and processing of recalls.

Grew saleable merchandise 14%, customer count 10% and customer basket 8% over prior year by featuring high margin

product sales and implementing seasonal and ethnic sales promotions.

CAREER EDUCATION CORPORATION Chicago, IL 07/2010 to 09/2011

Inquiry Response Coordinator

High volume student recruitment position; responsible for driving sales, i.e. enrollment applications for associate, bachelor and

master level programs. Tasked with aggressively building a positive brand image for the Universities

• Recruited eligible applicants through online lead development and 150 plus daily prospecting calls.

• Solicited and recorded a large volume of data on prospective students while conducting a thorough screening process to

identify the best matched candidates for degree programs.

• Interviewed prospective students, marketed degree program benefits and assisted with financial aid

• Ensured continued growth of new business by building relationships with new students and aggressively soliciting client

referrals.

Target Chicago, IL 06/2008 to 07/2010

Executive Team Lead

Coordinated the interviewing, hiring, scheduling, training, retention and performance management for a 75 person work center .

Guest Experience responsible for managing my specific area of Guest Service.

• Leading the store during operating hours, as well as opening and closing the store

• Coordinated evaluations, training and development of team leads and hourly employees.

• Provide day to day performance management guidelines to team members. Administer a weekly coaching program to

identify top performers/low performing team members. Develop ranking criteria’s monitor performance, oversee

succession plans and proposed corrective action

• Respond to employee needs to address performance concerns and interpersonal conflicts. Serve as the first point of

contact with employee relations issues, gather internal information and conduct objective investigations concerning

employee complaints

• Work closely with Executive Team to improve work relationships, build team morale, increase productivity and retention.

Assist Team Leader in the development of performance improvement plans, counseling and corrective action documents

• Manage purchase budget of executives, monitor all expenditures to stay within budget parameters

• Communicate daily updates to Executive/Team Leads on conversion rates, sales and payroll, elevating stores

WTD/MTD/YTD credit card solicitation goals and guest satisfaction index

• Meeting WTD and MTD scheduling goals to ensure all work centers are staffed appropriately

• Respond to organizational problems, downsizing, turnover, technical issues, internal conflict and remodeling projects

• Manage payroll, allocating hours to specific work centers, coordinating weekly schedules for all store team members,

Executive Team, and address all guest service staffing needs

• Introduced company’s system rollouts, performance review program, and new policies and procedure

• Coordinates special employee recognition activities, and training programs to develop and motivate good

employer/employee relations.

• Prepare performance evaluations, salary recommendations, and performance reviews to employees

Highlights:

Introduced the performance review program, new policies and procedures, and the rollout of a new company

computer/POS system.

Championed employee recognition and reward programs to cultivate positive morale, along with employee training

programs emphasizing associate team lead ETL relations.

Successfully implemented a weekly coaching program to identify struggling employees and appoint top performing team

members as mentors/coaches.

Education

Strayer University Online Campus

Master of Business Administration Management in Human Resource Management Expect

Graduation: 6/2014

Columbia college at Chicago Chicago, IL

B.A. Arts, Entertainment & Media Concentration in Retail Management

5/2008

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