Store Manager Customer Service

Livingston, Page#*

RASHIDA LIVINGSTON

**** ******* ******, ********* ** 30296

678-***-**** • ***********@*****************.***

EDUCATION

Emory University

Emory School of Law

Valdosta State University

Bachelor of Business Management

SKILLS

Extensive product knowledge coupled with creative ideas for product applications and a solid history of sales success. Proven ability to develop sales potential in new market areas. Strong analytical and planning skills, combined with the ability to coordinate the efforts of many to meet organizational goals. Productive and efficient work habits without supervision. Self-motivator with high energy. Proficient in Best Case, Westlaw, TimeMap, Lexis Nexis, etc. Also in Microsoft Word, PowerPoint, & Excel.

EMPLOYMENT HISTORY

Sleep Expert

2022 to Present

Mattress Firm, Peachtree City, GA

The Sleep Expert leads the Mattress Firm vision, company initiatives and achieves sales performance goals by holding associates accountable for the execution of in-store merchandising in multiple store units. The role is responsible for leading selling programs, driving related KPI results in multiple store units and supporting the omni-channel experience.

● Drive individual and team sales performance and KPIs

● Train and coach store employees in sales, product knowledge and operating activities, providing constructive feedback; annual performance reviews and Individual Development Plans

● Continue to develop skills, competencies, product knowledge through assigned course work, training, and other company led activities.

● Achieve or exceed individual store financial targets through effective execution and customer service at the store level

● Ensure store execution of product merchandising, marketing, and POP standards Store Manager & District Manager Assistant

2016 - 2022

Mattress Firm (Fayetteville, GA/ McDonough, GA/Peachtree City, GA) The executive management team considered me a successful leader driven to respectfully manage teams and drive profitability of multi-unit operations. I developed and implemented strategic merchandising plans to achieve revenue objectives and reduce expenditures while ensuring payroll budgets were achieved.

● Develop and implement monthly, quarterly and annual goals for regional sales, gross margin, operating expenses and other KPIs.

● Lead and guide managers on duty to meet and exceed sales goals and key performance metrics through coaching, mentoring, and training, and ensure proper implementation of the Ashley Sales approach to optimize guest conversion and sales tickets.

● Conduct regular business reviews and store audits to identify and support the regional stores in acting on areas of opportunity and improvement in marketing, merchandising, product assortment, selling, and sales floor productivity.

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● Use advanced business and financial analysis to monitor regional stores’ financial performance and promptly remedy any significant variance through corrective action.

● Maintain a presence in the stores, personally greeting and interacting with customers to observe the associate/customer experience and shopping behaviors.

● Ensure successful store openings, store relocations, remodels, and store closures to reinforce and support enterprise profitability.

● Participate in market operational strategy meetings to devise best practices or performance improvement plans to address regional store needs or correct identified issues.

● Lead the district store communication process, including business strategy meetings and reporting protocols. Maintain strong relationships with management and teams, always on hand to resolve escalated store-related inquiries and concerns.

● Perform competitive shopping to stay abreast of the local competitive environment.

● Manage employee performance through coaching, mentoring, and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.

● Coaches the proper behaviors needed to support a world class selling organization

● Provides feedback and innovative ideas to the District Manager on building a more profitable operation Store Manager

2013 - 2015

Mattress Firm (Atlanta, GA)

As Store Manager I grew sales to achieve store sales plan. That was accomplished via operational excellence, profitable growth, innovation, productivity, and effective communication.

● Manage the hiring, training, and retaining of high-quality team members who exhibit our values

● Overseeing the daily operations of the Showroom, including sales, customer service, and maintenance

● Work with, mentor and train a team of commissioned sales associates to increase the quality of the customer experience and sales profitability, thereby helping the sales associates to increase their income

● Training and developing a high performing sales team, including implementing individual and team goals in order to maximize potential

● Coaching each sales consultant to establish realistic sales goals for each month and developing an action plan, while offering them advice, support, and motivation to help them meet their sales objectives

● Assist in maintaining a clean, inviting and well-presented showroom

● Participating in the sales process in order to enhance the customer shopping experience, as well as utilizing the experience to educate your associates

● Partners with the human resources team to stay on top of all training, development, and legal requirement District Training Assistant & Store Manager

December 2013 - 2015

Mattress Firm (formerly Mattress Giant)

Play an integral role in shaping the newest members of the Mattress Firm team. For approximately the first 120 days a new hire is with the Company, I am responsible for the education and development of each individual.

● Responsible for preparing the new hires for Ground School and

● providing the new hires with feedback and developmental direction post Ground school

● After Ground School, responsible for monitoring the performance and creating and executing a training plan,

● based on sales education needs of the New Hire

● Assist District Trainer & District Manager in developing training content

● Plans, facilitates, and speak at monthly Sales Meetings

● Work one on one with Managers in Training & Managers On Duty,

● in improving personal & store’s sales numbers, and increasing proficiency

● Completes other projects and special assignments as requested by the District Trainer, Area Manager, District Manager, or Regional Manager

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Corporate Trainer & Store Manager

2012 to 2013

Mattress Giant, Morrow, GA (formerly Mattress Expo) I played a substantial role in this acquisition. Mattress Giant purchased Mattress Expo. As the face of Mattress Expo, all roles in the sales division (Sales Associates, Assistant Managers, Store Managers, District Managers, etc.) relied on me for information and updates on guidance for Mattress Giant’s expectations and explanations of new roles.

● Responsible for marketing and training new Consultative Sales Process for Atlanta for Corporate accounts

● Accountable for updating & revising course content & teaching methodology - for GA, FL, & TX - in order to maintain currency & relevance, in accordance with the consistently evolving presentation techniques.

● Prepares and coordinates training courses for new hires, Store Managers, District Managers, & Training Director

● Consistently sets the standard by maintaining the number one store in the district in sales, customer service, operational management, etc, through effective leadership.

● Supervises the selection, interviewing, hiring, and training of all associates.

● Responsible for the smooth transition of acquisition/merger of Mattress Firm and Mattress Giant. Served as host for new executives: made all new introductions, visited locations, explained detailed policies/training/etc. for all sales, operational, and managerial role. Thoroughly reviewed and explained the Policy/Procedural Manual & Training Manual I wrote for Mattress Expo

● Responsible for making sure we retained as many employees as possible through the transition. Employees were naturally afraid for the future and I spent an enormous amount of time ensuring employees at all levels (Sales Associates, Store Managers, District Managers, etc.) about the stability of their employment and future with Mattress Giant

Corporate Trainer

2010 to 2012

Mattress Expo, Norcross, GA

In Human Resources, I excelled at managing risk, reducing employment-related liability, increasing productivity & improving regulatory compliance. In the Training Dept, I created sales development and new hire programs Companywide that enhanced the growth of the sales professionals and dramatically decreased the training period, while advancing retention.

• Created Policy and Procedural Company manual that served as guide for all employees of all departments

• Supervised Employment Litigations: Unemployment Hearings, Code Violations, Civil Prosecutions, etc.

• Lead all recruiting efforts: interviews, wrote contracts, managed college career fairs, etc.

• Managed employment law compliance & compliance to regulatory concerns for: CEO, CFO, District Mgrs, Operational Mgrs, etc.

• Hiring manager for all sales related positions: District Managers, Store Managers, Assistant Manager, etc.

• Administered all personnel activities: Transfers, Promotions, Payroll, Terminations, Vacations, Workers Comp, Benefits, Unemployment, Background Checks, etc. Prepared all government required reports and documents.

• Created and managed scheduling for 45 locations

• Interprets & communicates laws and regulations to ensure the Company is aware of their responsibility

• Plan, coordinate, & manage all plant tours with manufactures for New Hires, Asst & Store Managers, District Mgrs, etc.

• Continuously assist Store Managers with advice on Customer Service Techniques

• Operate as “Information Outlet” for 45 stores, with each store containing a Store Mgr, Asst Manager, & Sales Associates Livingston, Page#4

Regional Manager

2006 to 2010

Mattress Expo, Norcross, GA

Devised techniques for introducing the sales concept to all Associates, Store Managers, & District Managers that significantly increased the closing ratio Companywide, which crippled competitors such as Mattress Firm and Rooms To Go. Responsible for growth and profitability of Mattress Expo’s

$40-million dollar customer base. Served as direct supervisor for all Store Mangers throughout the Company.

• Demonstrated continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

• Responsible for setting up all new locations: attaining business licenses, monitoring construction progress, ordering all merchandising materials, approving business sign specifications, etc. Responsible for opening 1-2 locations a year, min. Because of how I strategically optimized the new location process, I was able to average 3-5 locations a year, which is why we were able to go so rapidly. This far exceeded any expectations executives envisioned.

• Managed 45 locations. Acted as 2nd in command, assistant to the CEO.

• Implemented several new programs that increased moral throughout the Company

• Partnered with Companies like CiCi’s Pizza, to generate sales for stores with marginal volume, which resulted in a 39% sales increase

• Responsible for internal sales service.

• Coordinated the workload of warehouse and trucking personnel in arranging shipments of customer orders via company - owned fleet and common carriers.

District Manager

2004 to 2006

Mattress Expo, Norcross, GA

I helped our locations stay up to date with company policies and ensured the focus on increasing sales and building productive customers’ relations. I was responsible for the district’s day-to-day operations and carried out company policies and guidelines.

● Act as a liaison between the headquarters and the area’s branches by making regular visits and interacting with management and sales associates

● Be in charge of operational practices making sure that each branch runs smoothly and meets projected revenues and sales estimates

● Coordinate with, report and make recommendations to senior management in order to grow market share, improve customer experience and drive growth

● Ensure that each location delivers value and excellence to the clients

● Cultivate and grow a strong team of committed store managers that will maintain profit margins and implement business plan

● Ensure that all projects are executed profitably and in compliance to standardized business practices

● Apply innovative approaches and techniques to keep updated with competition Store Manager

2002 to 2004

Mattress Expo, Lithonia, GA

Helped manage sales staff, operational management, & support staff to exceed daily and monthly goals

● Inspire your team members to bring the vision of our customer’s sleep enhancement to life by a customized sleep analysis for every customer.

● Delight our customers by offering customized analysis, quality sleep systems, and an outstanding customer Livingston, Page#5

experience – all while demonstrating a commitment to your team members.

● Represent the Mattress Expo brand through polished communication, personal appearance, and professionalism.

● Demonstrate our Values, Customer Focus, Integrity, Quality, Teamwork, while embracing our history and heritage.

● Boldly coach, lead and develop teams to promote a positive and dynamic store environment.

● Attract, train, and develop top talent at all levels of our ever-changing business.

● Support our Leadership team with new initiatives and training.

● Deliver top results with a positive attitude no matter what the obstacle.

● Recognize and respond appropriately to complex priorities and produce detailed operationally sound results.

● Lead by example and ensure Mattress Expo Associates feel supported and inspired. Livingston, Page#6

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