Customer Service Retail Execution

LISA APANA

RETAIL EXECUTION DIRECTOR-NORTHEASTERN UNITED STATES

CONTACT

937-***-****-Cell

Email: *********@*****.***

PROFILE

Experienced Retail Execution Director of the Northeastern United States with a demonstrated history of working in the logistics and supply chain industry. Skilled in Operations Management, Retail, Team Building, Customer Service, Contact Centers, and Management.

SKILLS

TEAM LEADERSHIP

CUSTOMER SERVICE

OPERATION MANAGEMENT

PROJECT MANAGEMENT

TEAM BUILDING

MICROSOFT TEAMS

MICROSOFT EXCEL

MICROSOFT WORD

EXPERIENCE

Accelerate360

2019-Presetnt

Retail Execution Director-Northeastern United States

Employment Duration 3 years

Responsibilities and Tasks

Assess trends and present insights and recommendations to both client and program management, highlighting opportunities to maximize effectiveness

Perform on-going data analysis in support of standard account and customer requests, while maintaining the integrity of the data

Using available data sources, create data visualization dashboards, PPT and Excel client reports that are content rich and actionable

Other tasks as requested by management

Lead a team of 8 people in my region to successfully ensure maximum profitability.

Skills and Requirements

Bachelor’s degree required

3+ years of experience in Account Management, Account Analytics or similar field

Proficient using Microsoft Excel (specifically pivot tables and vlookups)

Able to communicate at multiple organizational levels – both internally and client facing

Self-disciplined with excellent time management and organizational skills, ability to work autonomously

Proactive with an acute attention to detail

ROLES & RESPONSIBILITIES

Market Visits (75%)

Be a presence in the field to ensure that our service provider is accurately executing the Impulse plus Magazine programsand are of the quality that is expected

Set and uphold the standards set forth by the company and ensure that all of our retail execution managers and the service providers are trained and executing at the level expected.

Planning and Administration (25%)

Staff Management

Leadership - Ongoing training of Retail Execution Managers with regard to coaching and working with merchandisers, utilizing company reports effectively, organizing their work and any other areas needed for improved performance. Working positively with direct reports to create a sense of buy-in/ownership.

Conducting weekly team calls with Retail Execution Managers. Clearly communicating and instructing staff on corporate goals and procedures. Setting goals, reviewing staff's performance and counseling for improvement when necessary. Addressing employee issues on an as needed basis.

Evaluate, hire and train all new Retail Execution Managers. Provide on-going training for Retail Execution Managers to improve their skills and competencies. Develop a structure for tracking training and assessing skills. Guide priorities.

Be aware of all territory staffing requirements down to Merchandiser level. Assist Retail Execution Managers in training merchandisers when necessary.

Developing Bench Strength

TNG

2018-2019

Account Manager/Account Analyst

Dates Employed August 2018 – 2019

Employment Duration 1 year

Job Description

The Account Analyst is a qualitatively-oriented position using analytical skills to develop strategic insights in a dynamic, fast-paced environment. The purpose of this position is to be the primary owner of all reporting and analytics for multiple programs. This position will focus on evaluating data from field execution and making actionable recommendations based on findings. Responsibilities include maintaining and analyzing various reports to drive awareness and enhancements to assigned programs.

Responsibilities and Tasks

Collaborate and consult with client and internal account team to asses client needs and deliver robust data capture methodology, tools and reporting

Engage with account team on regular basis to gather insights and depth of program knowledge to enhance value of data being interpreted

Assess trends and present insights and recommendations to both client and program management, highlighting opportunities to maximize effectiveness

Convert business problems into analytic projects with well-defined deliverables

Perform on-going data analysis in support of standard account and customer requests, while maintaining the integrity of the data

Using available data sources, create data visualization dashboards, PPT and Excel client reports that are content rich and actionable

Other tasks as requested by management

Skills and Requirements

Bachelor’s degree required

3+ years of experience in Account Management, Account Analytics or similar field

Strong analytical skills and reasoning, ability to “connect the dots” between varying data sources

Able to communicate at multiple organizational levels – both internally and client facing

Proficient using Microsoft Excel (specifically pivot tables and vlookups)

Self-disciplined with excellent time management and organizational skills, ability to work autonomously

Proactive with an acute attention to detail

District Manager

Dates Employed Mar 2017 – 2018

Employment Duration 2 years 5 months

DM responsibility is to coordinate and oversee all aspects of in store merchandising. Including but not limited to supervision and training of District Supervisor direct reports. The DM should be an expert in Elite 8 programs, assuring that all client objectives and standards (as set by the company) are being met for their respective division. Managers are expected to complete market visits approximately 50% of the time and to work with two supervisors per week in dense markets and/or 2 to 3 days per week in larger geographic areas. DM’s should work “two levels down”, meaning they should also work directly with merchandisers on a regular basis (using reports to determine the most appropriate individuals to work with). And use this time to learn how their supervisors train and communicate – their management style – and how they are perceived by their merchandisers. DMs should also be very involved in directing their DSs weekly activities and helping prioritize their time.

ROLES & RESPONSIBILITIES

Market Visits (50%)

Be a presence in the field to ensure that our clients’ programs are of the quality that is expected

Set and uphold the standards set forth by the company and ensure that all of our field managers and merchandisers are trained and executing at the level expected.

Planning and Administration (50%)

Staff Management

Leadership - Ongoing training of DS’ with regard to coaching and working with merchandisers, utilizing company reports effectively, organizing their work and any other areas needed for improved performance. Working positively with direct reports to create a sense of buy-in/ownership.

Conducting weekly team calls with Supervisors. Clearly communicating and instructing staff on corporate goals and procedures. Coordinating with DS to ensure store service is performed with integrity and meets all quality expectations of the customer and TNG. Setting goals, reviewing staff's performance and counseling for improvement when necessary. Addressing employee issues on an as needed basis.

Evaluate, hire and train all new District Supervisors. Provide on-going training for DS’s to improve their skills and competencies. Develop a structure for tracking training and assessing skills. Guide priorities.

Be aware of all territory staffing requirements down to Merchandiser level. Assist DS's in hiring and/or training merchandisers when necessary.

Developing Bench Strength

Working two levels down with Leads to develop the next supervisor candidates

Reporting Analysis

Develop strategy and needs for Retail Execution Managers, store standard visits based on reporting available (hours worked vs budget, store complaints, exception reporting, etc.).

Compliance Tracking – Visits and survey

Responsible for identifying issues and opportunities to improve profitability.

Analyze reports identifying trends and potential problems. Acting proactively once problems have been identified. Follow up with direct reports as needed based on data analysis.

JOB QUALIFICATIONS

Education – High School, College preferred

5+ Years’ experience Merchandising (Mgmt) preferred

Experience merchandising in a variety of retail environments. Knowledge of POG’s, resets.

Strong computer skills including MS products such as Outlook & Excel

Must have strong written and verbal communication skills and a professional demeanor.

The DM position will work from home and be in the field 2 - 4 days a week. A valid means of transportation is needed. Occasional night and weekend work. Occasional overnight travel.

Traits: Diligent, dedicated, honest, organized, resourceful, responsible, strategic

GOALS & MEASURABLES

Manage division within budgetary goals

Meet or exceed sales goals of merchandised products within the division

Meet service compliance criteria of each client on weekly, bi-weekly or monthly calls

Meet minimum quality audit scores by developing and maintaining good report and strong relationship with store managers

Maintain merchandiser turnover level below 50% annually

District Supervisor

Dates Employed Jan 2012 – Mar 2017

Employment Duration 7 yrs 7 mos

Location Dayton, Ohio Area

Analyze resources and cost to determine the most cost effective implementation of national retail projects, while maintaining a "customer first" outlook.

Frontline management and evaluation of team members.

Identify existing and potential areas of concern within our retail stores, develop and implement plans to solve these issues.

Attain and maintain business through total project development and analysis.

Hire, train new team members and develop them into reset teams.

Create color planograms for easier implementation on FEM resets.

Impact Resource Group

June 2011-December 2011

The Service Coordinator is responsible for planning and scheduling resources on projects to meet all demands while successfully achieving operational objectives. The Service Coordinator will also monitor and update management on resource allocation, identify and resolve schedule constraints and maintain an excellent relationship with our customers. Through careful planning this position will ensure maximum productivity and optimized service delivery.

POSITION RESPONSIBILITIES:

* Efficiently plan and organize district work schedule in accordance with company guidelines.

* Ensure work assignments are apportioned correctly among employees in assigned districts to maintain control of labor, overtime and travel costs.

* Confirm all work orders are accurate and sent to technicians by the end of the day.

* Frequently provide input to area District Managers and Regional Directors with regard to personnel recommendations (hiring, terminations, employee counseling's, work order assignments) for Field Technicians.

* Monitor technician performance and issue progressive discipline actions for non-compliance.

* Receive incoming calls with professional and pleasant telephone etiquette.

* Contact customers when necessary to inform of delays and/or changes in information necessary to process orders.

* Encourage business and repeat business through use of exemplary interpersonal customer service skills.

* Display knowledge of client base, computer database, and telephone system.

* Provide constant input on how to improve the scheduling systems and procedures.

* Keep management informed of any issues that arise and ask for assistance when necessary.

* Perform other duties as assigned by management staff.

Karpata Instore Service

March 2004-June 2011

Special project reset completion in the tri state area

Coordinate schedules for team members and projects in the tri state area

Recruit, hire new employees and terminate employees for the tri state area

Manage groups of employees to maximize profitability

Service and inventory various vendor products while in retail outlet

EDUCATION

Sinclair Community College

2004-2007

Business Management

Contact this candidate