Relations Coordinator, Training Manager

MELODI BALTZER

*** ***** **** **, *******, OH ***30 · 267-***-****

*************@*****.*** · Linkedin.com

A highly accomplished and versatile manager with proven track record in development and improvement of processes and programs to increase productivity and maximize profit. Tenured trainer on operations, customer service, POS technology and selling. Passionate advocate for stores and customers who consistently demonstrates an ability to develop cross functional relationships for maximum effectiveness. Utilizes an extensive skill set to position a business as an industry leader.

EXPERIENCE

JUNE 1987 – OCTOBER 2020 ASCENA RETAIL

AUGUST 2018-OCTOBER 2020

MGR, STORE OPERATIONS, PLUS SEGMENT OF ASCENA RETAIL

Owner of all operational processes supporting over 1100 store locations including Customer Service. Agent of change for transformation initiatives, developed cross functional relationships to advocate for field teams. Responsible for introduction, training and enforcement of PCI compliance and training. Created training documentation for multiple policies/procedures and manual, leaders guide and facilitators guide for POS implementation. Conducted acceptance testing for POS system, utilizing tracking system for entries. Handled escalated customer service opportunities for all store locations.

NOVEMBER 2017-AUGUST 2018

MGR, WORKFORCE MANAGEMENT, PLUS SEGMENT OF ASCENA RETAIL

Managed all operational tasking processes and policies. Responsible for automated scheduling application requirements, documentation, improvements, field training and vendor relationship. Developed Damage and Vendor Return processes adopted by all brands across enterprise. Created template for evaluation of brand processes for enterprise development.

APRIL 2008-NOVEMBER 2017

MGR, STORE OPERATIONS PROJECTS & INITIATIVES, CHARMING SHOPPES

Responsible for developing and implementing initiatives, including automated scheduling, improved customer facing time by revising freight processing and packaging processes, new POS system development and rollout for which Catherines Choice Award was received. Collaborated on development of COS training levels 1 and 2 for all associates. Cross functional partner and change agent for RMS implementation, resulting in receipt of Stellar Award and induction into President's Club. Developed and implemented SFS process crossfunctionally, working with videographer to develop and record training videos from written documentation. Supervised customer service team, handling escalated customer opportunities and reporting.

MARCH 1994-APRIL 2008

MGR, STORE OPERATIONS, CATHERINES

First to hold newly created position for the brand, acting as liaison to provide a voice for stores and customers. Responsible for all facets of Operations, Customer Service, Financial Budgets and Communication for 300+ stores. Additional responsibility held for home office building maintenance and budgeting. Supported EVP of stores in annual RE review of all locations. Collaborated with ecommerce customer service lead to create training manual for call center agents which included product knowledge, SLAs and customer service standards. Recipient of Chairman's Award for excellence.

JUNE 1987-FEBRUARY 1994

FIELD LEADER, CATHERINES

Promoted from Store Manager of $400K store to top volume

store in company, growing that location from $900K to $1.3M in under 2 years. Progressed from Store Manager to Assistant District Manager, District Manager, Store Opening Team Leader, POS Training Manager then Home Office District Manager. Consistently met and exceeded financial and developmental goals. Developed multiple Store Managers for promotion to District Manager.

EDUCATION

JUNE 1979

AS- MANAGEMENT, CAPE COD COMMUNITY COLLEGE

Accounting, Marketing, Business Management focus

ADDITIONAL TRAINING, FRED PRYOR

Excel, Advanced Excel, Microsoft Office applications, How to Deliver Presentations with Ease and Confidence

SKILLS

Process development and implementation

Strong written and oral communication skills

Training development for improvement of customer engagement

Technology rollouts

Customer Service

Proficient in all Microsoft Office applications, RMS, Service Channel, Matrix automated scheduling system

Working knowledge of inDesign, Viseo, Lucernix, LMS systems

Team Development

ACHIEVEMENTS

Recipient of Chairman's Award, Catherines Choice Award, and Stellar Award.

Inducted into Charming Shoppes President's Club 2015.

ACTIVITIES

Habitat for Humanity, Manna Cafe, handicap ramp builds for Memphis Light, Gas & Water, Nationwide Children's Hospital fund raising, Meals on Wheels delivery, Lifecare Alliance pantry, Board of Deacons 1st Presbyterian Church, Women @ ascena ARG Committee co-lead, leader of Catherines Activity (CAT) team.

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