Customer Service Change Management

Continued…

RACHAEL GOLDSTEIN

Seattle, WA • 248-***-**** • ******@*****.*** • linkedin.com/in/rachaelgoldstein Business Manager Profile

A champion of sales and retail management with repeated success in governing multiunit store operations and empowering multifunctional teams. Accomplished and results-oriented professional with comprehensive experience in boosting business revenue and expanding customer base by formulating retail strategies, introducing new operational processes, and promoting best customer service practices. Passionate and growth-focused leader with expertise in maintaining store-wide success and continuous improvement by identifying and restructuring underperforming areas, streamlining operations, and capturing potential opportunities for business expansion. Proficient in managing multisite retail projects related to store planning, change management, and cost savings. Competent at inspiring teams and building consensus across diverse store locations for maximum client retention. Forward-thinking and visionary strategist, committed to ensuring outstanding employee experience and cultivating talent through coaching, training, and HR support. People-centric executive with expertise in reinforcing an employee-focused culture and equipping leaders with advanced tools to forecast talent requirements, develop succession plans, and invest in high performers and underrepresented groups. Creative and hands-on leader with demonstrated skills in coordinating innovative development solutions and high-impact programs while collaborating with key stakeholders to support business missions and maintain competitive advantage. Strategic Business Planning

Retail Operations Management

Staffing & Recruiting Initiatives

Market Research & Trend Analysis

Change Management Planning

New Product & Service Launches

Consultative Sales Methodologies

Performance Monitoring & Reporting

Strong Commercial Acumen

Staff Training & Development

Program/Project Management

Social & Emotional Intelligence

Long-term Relationships Building

Team Building & Leadership

Succession Planning Management

Professional Experience

Area Director of Operations • NFC Amenity • 2022 to Present • Seattle, Washington Oversee operations of 15 locations in Seattle and Portland while providing inspirational leadership to 20 direct reports. Strengthen lucrative relationships with property managers through interactive collaboration. Orchestrate short and long-term financial/operational plans to translate mission statement into realization. Review operational performance, identify bottlenecks, and execute effective plans to improve financial performance and revitalize across-the-board performance. Manage proactive HR functions, including training and development, wage/benefit administration, and compliance with established labor regulations.

• Recognized as first Area Director with budget surplus of $13k in last 11 months through implementation of innovative operational excellence programs.

• Achieved substantial cost savings by developing relationships with site managers, mentoring teams on processes and procedures, and introducing impactful plans to save NFC operating costs.

Safety and Compliance Specialist • Alaska Airlines • 2021 to 2022 • Seattle, Washington Conducted extensive audit of paperwork and submitted reports to FAA. Maintained accurate electronic training records by following company and FAA standards. Designed and implemented IOE check flight attendant program while partnering with multidisciplinary departments.

• Ensured consistent engagement with ramp team members to advise on informational standards, safety concerns, and equipment needs. Account Manager • C&W Services • 2020 to 2021 • Seattle, Washington Developed and implemented strategic account plans to deliver world-class client experience. Executed routine details of contracts related to O&M to meet predefined obligations. Steered O&M budget performance and cash management functions. Managed entire scope of P&L with revenue of $1 million for cleaning of Alaska Airlines terminal and offices at Seatac Airport.

• Planned and deployed facility's predictive maintenance program with a strong emphasis on non-evasive procedures. Area Manger • Diamond Parking Services • 2019 to 2020 • Seattle, Washington Headed all aspects of training and support for CSR representatives and administrators to optimize customer experience and financial outcomes. Held full P&L accountability of 52+ parking properties and garages with annual revenue over $1 million.

• Boosted and maintained organic growth by developing and executing comprehensive succession plans and building a record-setting talent pipeline.

• Designed and implemented effective strategic plans to maximize parking owed while delivering high-quality and customer-centric service. Staff Training and Mentoring

Operational Excellence

Full Spectrum of P&L Accountability

RACHAEL GOLDSTEIN

Store Manager • Sunglass Hut • 2017 to 2019 • Seattle, Washington Led five individuals on entire scope of store operations with $850K annual revenue to achieve sales goals and develop extensive customer base. Built a growth-focused and collaborative work environment by recruiting high-caliber candidates and guiding team members toward professional growth. Promoted consistent company message and high standards by executing long-term business plans.

• Boosted annual revenue growth by 15% as compared to last year’s sales by designing and implementing innovative sales strategies.

Store Manager • Tervis • 2017 • Columbus, Ohio

Monitored sales performance, identified underperforming individuals, and recommended results-driven training plans to increase efficiency. Maintained and improved selling floor merchandise presentation to attract customers’ attention. Ensured strict compliance with custom order and trademark/register mark policies. Guided customers on Tervis Made for Life’s defective return policy and addressed customer service issues. Conducted cash reconciliations to identify and address discrepancies.

• Planned and conducted engaging training sessions to mentor teams on best-selling, customer service, and inventory management methodologies. Store Manager • Samsonite • 2016 to 2017 • Sunbury, Ohio Played an instrumental role in new store opening process, including establishing systems, managing racking, and overseeing merchandising to achieve sales and profitability goals. Organized training sessions to instruct associates on executing brand-enhancing store standards and delivering positive customer experience. Implemented loss protection policies to safeguard company assets and control inventory shrinkage.

• Developed a team of multidisciplinary professionals, assessed job performance, evaluated training needs, and executed plans to enhance productivity. Store Manager • My Own Room • 2015 to 2016 • Columbus, Ohio Delivered best-in-class customer service by addressing individual needs and resolving conflicts. Evaluated customer requirements by establishing rapport with potential and current customers. Advised customers on purchases, ETA of orders, and delays in arrival of products.

• Worked in close collaboration with manufacturers, representatives, and trucking companies to foster relationships and understand current processes. Office Manager • Cooper's Hawk Winery and Restaurant • 2014 to 2015 • Columbus, Ohio Achieved outstanding financial and operational results by leading all aspects of restaurant operations, including inventory management, staff training and development, financial administration, and optimal allocation of resources. Supported all areas of HR management, such as processing onboarding paperwork for new hires, recruiting staff for new restaurant openings, and managing payroll-related matters in compliance with Cooper's Hawk policy and procedures. Managed invoices of 12+ suppliers of food and beverage on a daily basis.

• Maintained accurate employee files for leave of absence while adhering to company policies regulations and state and federal laws. Supervisor of Operations • Cost Plus World Market • 2013 to 2014 • Columbus, Ohio Streamlined and oversaw routine store operations, including timekeeping management, staffing and recruiting, inventory planning, and loss prevention support while leading 30 direct reports. Provided comprehensive guidance to associates and department heads on sales, UPT, and World Market Explorer. Built a secure and hygienic store environment by ensuring strict compliance with OSHA and ADA guidelines.

• Boosted staff morale and improved sales by developing and implementing more efficient schedule process to ensure fortnight week off for employees.

• Developed a collaborative work environment and expedited workflow by introducing manager communication log for highlighting issues and priorities. ADDITIONAL EXPERIENCE

Lead In-Flight Trainer/ATS - Skybus Airlines

In-Flight Manager (IFM) - Ryan International Airlines Education

THE OHIO STATE UNIVERSITY

CUYAHOGA COMMUNITY COLLEGE

Technical Skills

ADP, PAYLOCITY, KRONOS SCHEDULING, TIMEKEEPING SYSTEMS Store Operations Oversight

Customer Service Standards

Quality & KPI Improvement

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