Customer Service Sales
Resume:
Flower Mound, TX *****
Cell 214-***-****
E-mail ******@*****.***
Holly P. Osborne
District Manager
Multi-Unit / P&L / Marketing / HR / Community Relations / National Firms / Startups / Turnarounds / Training & Development / Process Improvements / Planning Multi-Sites / Purchasing / Inventory / Distribution / Operations / Vendor Relations / Product Development / Negotiations / Sales / Big Box / C Store / ACICS / TWC
Led award winning teams in sales and customer service for Everest College, PetSmart, Dollar General, and Williams-Sonoma. Designed, developed and delivered improved operations procedures and training to employees and managers of multiple companies Corinthian Colleges Inc., Dollar General, 7- Eleven, PetSmart, Zales, Pier 1, and William-Sonoma to promote productivity/efficiency.
Ranked #1 District in Region 2 years in a row. Drove District performance in 5 months to 3rd in region for the year from 13th. Top 15 out of 755 districts 2 years in a row. Dollar General
Developed a Salon Manager Compensation plan that saved the company over $10m net in payroll expense the first year for PetSmart Inc.
Reengineered Distribution Center/Stores SKU reporting, developing better inventory strategy at Pier 1
Saved 80 hrs per associate monthly by improving SKU inventory allocation data for Pier 1
Perfect score on ACICS re-accreditation audit with zero findings/appeals on exit.
Key Skills: Consistently develop award winning teams that raise the bar and standard while focusing on the company’s mission. Streamline processes and procedures maximizing productivity with a proactive approach. Strong, positive force for constructive change. Multi-tasking to ensure that goals are met and completed on schedule. Broad administrative, people and social skills.
MBA, Texas Woman’s University. BA, Political Science & Historical Studies, Univ. of Houston.
Selected Accomplishments
Management
Managed staff of 75 and school of 450 students through challenging transitions while maintaining morale and improving performance.
Transformed a District with 272% turn over in store management role to 0% in 1 year.
Lead teams of 4-18 stores with sales in excess of $75m and 300+ associates.
Significantly improved results and performance in every district/store/department I have ever managed.
Managed retail store with $15 million in sales and 35-100 employees while exceeding expectations and goals for payroll, sales, customer service ratings, contest results, EBITDA, and overall store ratings.
Sales and Customer Service
Consistently exceeded sales budget annually for multiple retailers while increasing EBIDTA.
Increased sales by 150% and 48% annually, consecutively for small specialty boutique by increasing assortment and updating inventory.
Increased sales by 16% and profit margin by 8% while reducing department assortment by 20% for a department with annual sales of $160 million.
Ranked in top 5 out of over 600 stores for customer service based on monthly secret evaluations.
Increased sales by 150% and 48% annually, consecutively for small specialty boutique by increasing assortment and updating inventory.
Analysis and Planning
Developed tools for in depth analysis of over 8,000 items with $475 million in sales with an average 3% variance in accuracy, ranking best in the team of 6 in a company with over $2.5 billion in sales. Zale Inc.
Researched and developed Salon manager compensation plan that increased productivity and saved the company over $10m net in payroll expense the first year. PetSmart Inc.
Developed spreadsheet to aid in mid-week projections of weekly sales that enabled accuracy of sales and payroll projections within 5% of actuals in a retail setting. William Sonoma Inc.
Created new spreadsheet and system for distribution of goods from 6 distribution centers to over 1100 stores for sales events and maintaining optimal inventory levels to drive sales for a company with $1.5 billion in annual sales. Pier 1 Inc.
Training and Development
New DM, DM in Training, and Veteran DM trainer for Dollar General including special projects.
Developed Hot Foods training and implementation manual that was adopted companywide and used in the installation of over 2000 stores. 7-Eleven Inc.
Authored a training and resources manual for Assistant Buyers including training schedule and quick reference materials for Pier 1 and responsible for training new team members.
Completely reworked Management training program for William-Sonoma Inc. to include more efficient and effective training schedule and increased the number of management resources and best practices to help insure individual success. District training manager for new store managers in the Dallas Area.
Edited and rewrote Store Operations guide for Williams-Sonoma Inc. which included store management, customer service guidelines, merchandising, and record keeping.
Created complete curriculum guidelines for Advanced Placement courses in Political Science, Economics, and U.S. History including instructional sequencing with materials, study, review, and testing materials for each section, and final test preparation.
Professional Experience
2013-Present: Campus President Everest College CCI, Arlington, TX
2010-2013: District Manager Dollar General, Dallas, TX
2008- 2010: District Manager 7-Eleven Inc., Dallas, TX
2006-2008: District Manager/Rotational MBA, PetSmart Inc., Dallas, TX
2005- 2006: Technical Training Specialist II/IT & DC Analyst/Logistics, Zale Corp., Irving, TX
2002- 2005: Associate Buyer, Allocations Analyst, Pier 1 Inc., Ft. Worth, TX
Awards
District Manager of the Year 2013: Dollar General
Most Improved Retention 2012: Dollar General
Rookie of the Year: Central Division 7-Eleven Inc.
Servant Leadership Award (chosen by peers) 7-Eleven Inc.
Manager of the Year for DFW district and Top 5 finalist Manager of the Year Williams-Sonoma
Teacher of The Year Finalist (twice)- Mountain View HS
New Teacher of The Year- La Porte HS
Certifications/Training
ACICS Re-Accreditation Certified
TWC Trained
Texas Teaching Certificate: Secondary Social Studies Composite
Texas Serve Safe and TABC Trained
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