Customer Service Human Resources

KATIE PETERMAN

************@*****.*** • 508-***-****

Parsippany, NJ 07054

Business Operations Staff Management Talent Acquisition Human Resources Sales

Goal-oriented team leader combining a background in leadership, business operations, and relationship management with a consistent record of achievement in pharmacy/healthcare environments. Experience in full-cycle recruitment process and employee training and development to meet fluctuating business needs. Known as a highly personable, results-driven team player with ability to effectively lead multiple projects in fast-paced environments. Exceptional organizational, communication, multitasking, and time management skills. Certificate in Human Resource Management.

●Organizational Structure

●Sourcing/Recruitment

●Data Analysis

●Staff Supervision

●Interviewing

●Training & Development

●Employee Engagement

●Relationship Management

●Hiring/Onboarding

●Record Keeping

●Problem-Solving

●Customer Service

PROFESSIONAL EXPERIENCE

WALGREENS, Morristown & Bernardsville, NJ 2023 – Present

Store Manager

Direct operations with a focus on achieving organizational goals, providing superior customer service, and leading/developing team members.

●Guarantee store staffing needs are met. Fulfill company initiatives and boost a culture focused on retention, professional growth, service, and performance excellence.

●Engage with executive leadership and district managers to identify and anticipate current and upcoming staffing needs and propose recruitment strategies and solutions to meet needs based on store volume.

●Complete weekly business and performance development reviews, remain on target with organizational goals.

●Advance professional and personal development of team members by endorsing a customer-centered mindset.

Key Accomplishments:

●Skilled at using creative strategies to amplify employee engagement and engagement with customers during annual “Red Nose Donations” fundraising campaign to help underprivileged children, achieving top 5 in the region for customer donations (about 1000 stores) for 2023. Awarded top three employee with engraved trophies.

●Monitor transaction reports and inventory practices to optimize processes, consistently achieving < 1% shrink.

HARMON FACE VALUES, Parsippany/Succasunna, NJ 2022 - 2023

Store Manager

Supervised a wide range of operations and HR activities with a focus on team building and development, performance management, leadership strategies, team culture, and employee advocacy.

●Support a collaborative culture and high levels of employee engagement through innovation of traditional HR initiatives including a store calendar with daily themes, team-building activities in the break room and fun staff recognition awards.

●Completed Foundation for Leaders Program refining areas including business communication strategies, leading high-performing teams, managing staff through change, and driving engagement.

●Reliable advocate for team members after store liquidation by providing mentorship, assistance with resume writing and job search support including sharing career opportunities via LinkedIn, considering key qualifications and required experience.

Key Accomplishments:

●Practiced friendly competition among customer service team to achieve a 20% increase in sales the final quarter of 2023. Attained goal by having staff members select one item to promote, use out of the box merchandising, sales monitoring and strategizing how to further sales via other means such as customer engagement.

●Maintained collaborative culture and staff loyalty and maintained unprecedented 100% staff retention through 2-month liquidation phase and store closing.

●Quickly promoted and transferred to manage store with 3X higher volume and significantly larger staff (from $2MM to $6MM), within 6 months of hire.

●Coordinated campaign to revamp process to enroll customers in paid rewards membership program. Assessed individual strengths and established aggressive but achievable targets. Goals were determined using data analysis. Secured position of first store in company to attain company goal of 1% enrollment. Maintained minimum of 1% enrollment through store closing.

CVS Health, Chatham, MA/Worcester, MA 2013 - 2022

Store Manager

Presided over store operations and managed staff training, quality of service, team performance, and operational efficiency. Recruited and guided talent to meet organizational staffing needs.

●As subject matter expert on software tools provided insight to managers on scheduling (cloud based app), ATS / (applicant tracking system) and Medallia (data aggregating app for customer service) and payroll through one on one meetings, district meetings/calls and PowerPoint presentations to allow stores to perform at highest level.

●Monitored and forecasted sales utilizing Excel to verify necessary inventory and other resources were in place; critically important during peak season mid-May through mid-September.

●Recognized for reporting accuracy of inventory management process and ability to anticipate customer needs. Became exemplar model for summer extreme stores (up to 4x sales increase during peak season) across the country.

● Relentless and successful in pursuit of adding skus to store requested most by customer, increasing sales up to 10% each year.

●Teamed up with HR partner to facilitate hiring processes and leveraged organizational business knowledge to answer candidate questions and simplify process

●Member of regional engagement team that generated HR best practices rolled out to all stores in the region. Facilitated hiring process for J-1 visa student workers and increase wages during peak season to be more competitive and retain talent.

●Elicited feedback from cross-functional teams to ensure an optimal customer experience, leveraging data analytics to inform overall planning strategy, improving operations, store performance and meeting customer demand.

●Forecasted staffing needs and recruited top talent utilizing combined resources including Indeed, LinkedIn, networking, and local career fairs.

Key Accomplishments:

●Spearheaded hiring initiative for district (15 stores) during peak season against aggressive 2-month timeline and limited budget. Attained and exceeded hiring targets of 150-200 new hires each of the five years I was accountable for project. During this time I also worked with corporate inventory team and vendors to maximize inventory flow, streamlined HR processes and continued to ensure overall performance of my store.

●2x Paragon Award winner for outstanding operational excellence.

●Recognized by District Manager for implementing initiatives to successfully reverse metrics in underperforming stores. Analyzed data across 15 stores to identify improvement areas and implemented proven best practices and new initiatives that led to significant performance improvements and reaching target goals.

Additional Experience

CVS Health, Chatham, MA/Worcester, MA

Assistant Store Manager Supervisor

Capt’n Elmers Lobster & Fish Market, Orleans, MA

Sales & Operations Supervisor Sales Associate

EDUCATION

Professional Certificate, Human Resource Management

Bachelor of Science (BS), Business Management

Becker College Worcester, Ma

LinkedIn URL

www.linkedin.com/in/katie-peterman

References Available Upon Request

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