Store Manager Customer Experience
Resume:
Paula Lappe
Human Resource Professional
Profile
Highly motivated and loyal employee consistently exceeding expectations in all areasof the business. Passionate about coaching, teaching, and training associates to providethe best customer experience and foster loyalty. Proven ability to develop associatesaspiring to advance within the company. With over 25 years of success in a fast-pacedenvironment, brings strategic thinking and strong operational proficiency. Adept atbuilding effective teams and dedicated to identifying opportunities for growth. Employment History
Store Manager at Burlington, Bettendorf
March 2023 — Present
Resident expert in all processes and procedures to include inventory managementCoach, teach and train new initiativesSchedule writerHuman ResourcesConduct InterviewsOrientation facilitatorP
& L managementImplemented process improvement to shape organizational culture, optimizeprocedures for higher efficiency and help company evolve and growDirect initiatives to improve work environment, company culture or overallbusiness strategySpearheaded department training to enhance employee performance and boostemployee productivityIdentify and resolved unauthorized, unsafe or ineffective practicesEstablish positive and effective communication among unit staff and organizationleadership, reducing miscommunications and missed deadlines.
Store Manager at Lowes, Moline
February 2021 — Present
Coached sales associates in product specifications, sales incentives and sellingtechniques, significantly increasing customer satisfaction ratingsPerformed statistical analyses to gather data for operational and forecast teamneedsReviewed and monitored scheduling, purchases and other expenses to maintainquarterly budgetMinimized on-site cash with frequent deposits and high accuracy in predictingoperationsPromoted team collaboration, performance and efficiency by fostering healthyenvironments focused on mutual successDelivered positive results by controlling monthly operations budget and limitingfinancial discrepancies, scrubbing down P & LReviewed performance data to monitor and measure productivity, goal progress and activity levels.
Operations Manager at Home Depot, Waterloo
July 2019 — Present
Served as the primary leader across all operational areas of the store (Front End/ Lot/ Receiving/Freight/Special Services/Order Fulfillment/ Vault/ Back Office)Was responsible for the general Details
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Skills
Scheduling
Stock Control
Leadership
Mentoring
Auditing Skills
Forecasting Skills
Human Resources
Business Strategies
Employee Performance
Management
Entrepreneurial Culture
Business Process
Improvement
Communication Skills
Sales
Interviewing
Income Statements
Employee Onboarding
Small Engine Repair
Customer Experience
Profit-Based Sales Targets
Role-Playing
Commercial Knowledge
Customer Satisfaction
Deposit Accounts
leadership of all store associates, upholdingstandards and maintaining the systems, tools and processes that support the areasmentioned aboveUpheld company standards by balancing the responsibilities of formulatingoperational strategies and processes such as P & L discrepancies, balancing the vault, general building inspections/maintenance and repairEnsured that direct reports were educated and executed on processes, behaviors and expectations for meeting customer and store needsDrove the culture of customer service in a positive way by teaching, coaching andtraining associates on-the-job and in the moment for meaningful reinforcementPoint person for the annual inventory process by using the critical path to ensureefficiency, thoroughness and accuracyResponsible for shrink mitigation by executing safe and secure measures in allareas of the storeEnsured Success Sharing for our associates and created shareholder value byprotecting store assets.
Specialty Manager/ Pro Sales Manager at Home Depot, Waterloo May 2014 — Present
Taught, coached and trained direct reports in selling skills, business acumen and service programsDeveloped the Specialty Department Head to become skilled in coaching and roleplaying to develop Specialists to consistently exceed their sales goals and objectivesReviewed top and bottom performing Specialists to create solid game plans to assist these associates in improving their areas of opportunity and leverage theirstrengthsUtilize role playing to show them what great looks like and how to better interact with their customersProjected a selling culture by driving weekly store lead events and ensuring allassociates understood what a good quality lead isRecognized and rewarded associates during the coaching sessions to promote greatsales and service behaviors in the aislesPartnering with the DM, DSM and RSM to ensure service programs run smoothly and create a great customer experience.
Training Coordinator/ HR/Operations Manager at Home Depot, Waterloo
August 1996 — Present
Responsible for training all associates and scheduling time off the floor to gettraining completedHR point for all audits, Orientations, and onboarding processesScheduler, initial interviewer and orientation facilitatorReported directly to the SM to facilitate training and schedules on a weekly basisPromoted to Operations Manager which entailed all of the Operational areas of the business including a small tire and small engine repair shopIn charge of the monthly P & L, associate files and interviewing process, back endReceiving/ RTV, Vault, Front End, and Special ServicesEnsured areas ran on all cylinders and all processes and procedures were executed at a high levelMain point person for Inventory with a critical path to ensure accuracy. Operating Expenses
Knowledge of Finance
Budgeting Skills
Writing Documentation
Operating Budget
Knowledge of Statistics
Sterilization
Team Working
Teaching
Strategic Thinking
Shareholder Value Model
Freight Forwarding
Order Processing
Customer Service
Back Office
Maintenance
Building Inspections
Microsoft Office
Business Administration
Microsoft OneNote
Human Resources
Information System (HRIS)
Workday
SAP Applications
Hard Work and Dedication
Passionate
Self Motivation
Trustworthiness
Languages
English
Operations Manager at Best Buy, Waterloo
July 2005 — Present
Validated the book and physical monthly to ensure that it was being worked to completion, spot checked active orders to ensure accuracyReviewed EOAA files and ensure all applicable forms were current and completed in a timely mannerFacilitated many EOAA audits in other Best Buy locationsHired, facilitated orientations, and ensured schedules were written to forecast and followedActive member in WOLF (Women of Leadership Forum) which was a committee of high potential females to create a more diverse work force and encourage morewomen to join our teamEnsured the store was profitable on the P&L and researched all discrepancies tobring money back to the bottom line and ensure max payout to associates in bonusesEngaged the community by volunteering at Boys and Girls Club and speaking at local high schools on how females can survive and thrive in male dominatedindustries.
Education
Bachelor's, University of Northern Iowa, Cedar Falls
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