Managing Partner Customer Experience
Resume:
S T A R R
McK A Y
MANAGING PARTNER
***. ***. **46 shaunastarrmckay@gmail.com3925 Crow Road,
Beaumont, Texas
P R O F I L E
https://www.linkedin.com /in/starr-mckay-90b7781 7 S K I L L S
// PROFESSIONAL
● Coaching
● Development
● Onboarding
● Training
● Recruiting
● Networking
● Asset Protection
● Multi Store Management ● Optician
Enthusiastic leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in any environment. Experienced trainer, manager and fundraiser with over 15 years of experience in sales and customer satisfaction. Excellent reputation for resolving problems and improving customer experience. W O R K E X P E R I E N C E
Managing Partner
Crunch Fitness July 2022 - Present
Responsible for the oversight of gym operations to ensure an exceptional member experience as well as manage a financially successful club in a non-judgmental environment. Accountable for leading a team of employees in a positive, motivating manner with continuous assistance in employee training and development.
● Built strong teams by networking, sourcing,
interviewing, and hiring managers and team members
● Direct management of team, including setting weekly management schedules and assigning areas of
responsibility to managers
● Oversee and maintain training standards and coach and develop team members to drive sales performance
● Consistent development and coaching of team
members and manager, including training in
employment policies and practices
● Conduct staff meetings and set staff goals
● Growing the business to profitability and energizing the team around daily, weekly, and monthly objectives
● Ensuring member resolutions are done timely as
member retention is key.
● Monitoring scoreboard performance of the staff to meet or exceed expected KPI standards
● Maintain a crisp, clean facility with equipment operating 100% of the time
● Managed employee payroll and scheduling ensuring the club is adequately staffed at all time
● Command of all offerings, amenities, and equipment utilization
● Ensure and monitor compliance and accuracy with all policies, procedures, and standards
● Monitor inventory in the club and ensure timely
restocking
Store Market Manager
LensCrafters 2021- May 2022
Establishes LensCrafters as the premier destination for all vision needs within the community, gains market share, drives both topline and profitability growth, delivers key performance metrics through the brand proposition ensuring flawless execution of superior customer and patient experience, establishing high standards of performance and operational excellence through exceptional high performing talent and adherence to all policies and procedures.
● Increased Comp Sales, % Sales to Plan
● Conversion and Customer Count Plan and Comp Growth
● Store Operating Profitability Plans
● Exceed Continuity of Care, Exam Growth and Retention Goals
● Net Promoter Score (NPS) Goals
● Current year objectives - Creates compelling vision for the future; develops clear operating plans ensuring executional excellence and winning results - ● Ensures LensCrafters is known as the leading optical provider within your community/market
● Operates as a successful stakeholder to all leaders within the organization and local community/market
● Demonstrates deep understanding of retail business and the capability to transfer knowledge to superior sales and business results.
● Fosters great technical ability regarding product knowledge (ie: lens, frames etc). ● Remains current on the competition and market trends -
● Exhibits strong business acumen centered on continual improvement and constant execution of Best Practices for growth.
● Maximizes business partnerships through participation and involvement in the following: Coverage, Walk-in Availability, Next Eye Exam Calls, In-house Prescriptions, Doctor Detailing, Co-op Relationships.
● Strive for and maintain a positive working relationship with the ODs - Leverages insurance plans with local companies and attends local health fairs.
● Adheres to and ensures compliance of team to Company policies and procedures regarding discounting, promotions, inventory management.
Regional Training Store Manager
Sunglass Hut 2014 - 2021
Customer obsessed and drives for results by ensuring that the team delivers on the customer connection. Model the way by coaching and developing the team using the company tools to build business acumen linking these to a strategy for how to achieve all KPI's. Efforts are focused on leading the way in all deliverables in turn building lasting customer relationships.
● Performed variety of management functions
including, driving sales, achieving store productivity and financial targets.
● Oversaw, trained and encouraged over 26 store
managers, promoting culture of efficiency and
performance REMOTELY.
● Hired, delegated and reviewed sales staff
performance and provided comprehensive
coaching in key performance metrics, onboarding
and personal growth and development.
Global OneSight Ambassador
Sunglass Hut/ OneSight 2014 - Present
Proud to support and participate in life-altering global and local missions through partnership with OneSight.
● Planned and implemented fundraising events.
● Helped raise approximately $150k in funds in 1 year
● Attended events to develop professional network of potential donors.
● Cultivated impactful social media presence on
Instagram and Facebook platforms, offering content relating to fundraising campaigns and
organizational objectives.
Sales Supervisor
LensCrafters 2010 - 2014
You develop an action plan that ensures the store meets their daily plan through exceptional customer/patient care and transitioning. You convey a commitment to providing unsurpassed customer service; takes initiative to explain all optometric measurements and answers any questions the patient may have.
● Troubleshoot, analyze and problem solve on projects and customer experience issues.
● Possesses the ability to multi-task and ability to prioritize/manage time of competing
● priorities on both the retail and doctor areas of the business
● Delivers unsurpassed customer experiences; anticipates problems before they occur;
explores underlying reasons for recurring customer problems; goes beyond symptoms to get at root causes; strives to develop long-term solutions to problems.
● EyeMed filing experienced
S K I L L S
// TECHNICAL
● Microsoft Word
● Microsoft Excel
● Google Docs
● SAP
● Planning and Scheduling ● Time Management
● Project Management
L A N G U A G E S
English - Native
R E F E R E N C E S
KELLI KASPAR
Executive Team Lead -Human Resources
T: 409-***-****
E: ***************@*****.***
Grace Wiland
Regional Manager
T: 281-***-****
E: *******@***************.***
Michelle Walker
Retail Operations Manager T: 337-***-****
E:
Store Manager
Sunglass Hut/ Sunglass Hut Macy’s 2007 - 2010
Maintained a customer obsessed mentality. Lead with a business ownership mentality with a strong drive for results and high degree of accountability for initiatives for self, team, and store. Drives collaboration.
Demonstrates ability to consistently coach to the expertise in the art of selling. Able to assess and manage performance while continuously developing team. ● Demonstrated critical thinking, sound judgment and practices issue-based problem solving.
● Networks, recruits, attracts and hires top talent in all positions in your store, continues to network to build talent to builda bench for all openings.
● Demonstrates ability to consistently coach to the expertise in the art of selling. Able to assess and manage performance while continuously developing a team. ● Utilized partnerships and relationships to make the best decisions under difficult circumstances.
● Time management and strategize approach to deliver the best outcome for the situation and consistent with brand expectation. P R O F E S S I O N A L D E V E L O P M E N T
Foundations of Project Management,
Coursera
Issued Apr 2021
Credential ID Z5XLHT496PFM
Contact this candidate