KAILA

HEIN

Plano, TX ***** 414-***-****, ad04vs@r.postjobfree.com

PROFESSIONAL SUMMARY

Leadership-oriented and results driven manager with over 15 years of retail experience. Award winning customer service, interpersonal, and team management skills. Innovative problem-solver and leader with the ability and drive to motivate others and achieve short and long term goals. Recognized as a strong coach and trainer able to develop individuals directly and indirectly to reach performance goals and business objectives.

SKILLS

Microsoft Office

Project management strategies

Staff Development and Training

Vendor Management

Retail Merchandising

Attention to detail

Cash/ sales management

Inventory management

Labor scheduling management

Planning and execution

Task delegation

Customer care/ relations

Entrepreneurial mentality with experience in a sales focused environment

Team building and development

Strong leadership, communication, and coaching

Strong organizational, interpersonal, and problem solving skills

EXPERIENCE

Manager

Starbucks Coffee Company Plano, TX

March 2015 - Current

Leading a team of 15+ partners for the past 8 years to create the Starbucks Experience for customers.

Grew a successful multi-million dollar business by consistently increasing sales year by year by 8% or more with my first year at the store having a 27% sales increase to LY.

Drive sales leveraging a business acumen, efficiency, and problem solving.

Ensure customer satisfaction and product quality in a timely manner.

Manage the stores financial performance through P&L statements and Decision Center tools.

Drive the implementation of company programs by developing action plans and directly motivating the team to implement them.

Responsible for interviewing, hiring, onboarding, and training partners.

Created schedules 3 weeks out following allotted labor costs using Teamworks.

Review and enter time edits and punches to accurately submit payroll on time weekly.

Placed daily and weekly orders while tracking and maintaining inventory by creating pars and consistently updating those pars per business changes.

Covered daily business requirements with well-organized schedule and properly delegated assignments by scheduling an adequate team to meet labor cost standards.

Supervised teams and provided clear objectives and consistent, performance-oriented policies.

Organized training for new team members and routine retraining for established partners/employees.

Oversaw execution of opening and closing procedures to desired standard.

Monitored employee work to assess performance and identify if there is any knowledge gaps needing to be addressed or coaching needing to be done in the moment.

Deliver excellence in customer service and quality control of operations to attain company mission.

Led and influenced staff through effective motivation, leveraging individual strengths to optimize customer satisfaction and maximize productivity.

Ran shifts effectively with a stress free upbeat attitude to promote a welcoming and engaging environment for partners and customers to feel.

Developed strategies and plans for new product development/roll outs.

Maximized employee performance with hands-on training and close mentoring.

Investigated customer complaints, identifying and changing processes to remove those faults.

Eliminated resource waste through monitoring and par updates.

Managed daily workloads by organizing partners to be in the right roles at the right times and delegating tasks appropriately.

Nurture talent and lead my team by engaging in the minds and hearts of my partners and developing their skills so that they realize their personal best both as an individual and as part of the team.

Impact the community by integrating the business to create best moments in peoples lives from our partners to our customers, to our communities.

Co-Manager

Forever 21 Plano, TX

August 2014 - February 2015

Manage 65+ employees with $5.0+ million in annual sales

Support manager's efforts in driving associates to execute job duties

Ensure all payroll and scheduling plans are followed

Meet sales objectives

Drive to maximize units per transaction and average dollar sales

Lead by example all customer service standards

Motivate and support employees to maintain above average and functioning store

Reduce shrink using company tools and resources

Maintain employee confidentiality

Delegate and follow-up appropriately

Coach, develop, challenge, and acknowledge employees work efforts

Resolve customer and store issues with effective problem solving/ decision making.

Assistant Manager

CVS Pharmacy Franklin, WI

September 2009 - August 2014

Managed 20 employees with $3.5 million in annual sales

Received consecutive outstanding performance evaluations

Generated employee schedules 3 weeks out using MySchedule application

Completed employee payroll and timesheets at the time of pay period

Strategically handled customer complaints and inquiries

Exceeded survey customer experience

Pushed overstock and created ways to lower shrink

Completed cycle counts, price changes, and planograms in timely manner

Provided appropriate orientation/training to new or current employees

Prepared stores short term and long term goals to increase revenue and customer service scores

Identified budget to stay on track with as well as hours

Kept employees on task with daily breakdown, allocated duties and how they are to be completed

Provided an environment for motivation and enthusiastic drive.

Waitress and Hostess

Toscana Franklin, WI

July 2005 - August 2009

Greeted customers, escorted to seating, provided menu's, presented current promotional specials

Answered incoming phone calls in a professional manner

Took phone orders for carryout and delivery orders

Scheduled reservations and arranged dining area for parties/special occasions for diners

Assembled food to serve customers in a timely fashion

Sanitized tables and inspected for overall cleanliness, clean linen napkins, plates, and utensils

Trained new hires by job shadowing.

EDUCATION

High school Diploma

Franklin High School, Franklin, WI

June 2009

Nursing and Business Administration, psychology

Texas Women's University

3.8 GPA

Majored in Nursing and Business Administration

Minored in Psychology

Coursework: human anatomy & physiology, chemistry, biology, microbiology, pharmacology, pathophysiology, nutrition, persuasion, finance, management, statistics, marketing, and macroeconomics

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