Regional Manager Call Center

Christa M. Kissel

Waterford, MI · 248-***-**** · **********@*****.*** · www.linkedin.com/in/christa-kissel

Regional Manager of Operations

Shopper Experiential Marketing

Regional Manager with proven ability building strong field teams specializing in merchandising projects and marketing the instore shopping experience in a multi store/state territory. Skilled at developing merchandisers/event specialists/brand ambassadors focusing on food safety, quality, customer satisfaction and demonstration sales while achieving revenue objectives for my territory. I consistently work to build a strong relationship with the client and ensure a high level of customer satisfaction and record sales. Client service experience building experiential events from the ground up to meet the clients goals and ensure quality and sales goals are met. Successful track record including very low employee turnover and consistently high operational completion rates and sales levels. Record of progressing responsibilities over the last 11 years including currently managing all Grand Openings for BJs Wholesale Clubs-8-10 per year. This includes both sampling and merchandising responsibilities and pre-marketing support as well as the development of the sampling menu for food, alcohol and CPG items. I work closely with the client in an extremely fast paced environment to ensure all company needs are met and exceeded. Monthly and end of event reporting and feedback provided to client.

Developing Exceptional Team Members

Supply Invoicing and Ordering

Monitoring and reporting on Quality

Attention to Detail

Marketing Strategy & Communications

Client Relationship Building

Project Management

Vendor Management

Recruiting & Hiring Staff

Event Coordination

Customer Engagement

Relationship Development

Professional Experience

ADVANTAGE SOLUTIONS 2023-current

Operations Manager, BJ’s Wholesale Club, Shopper Experiential Marketing and Grand Openings

Manager in charge of daily execution of events in Michigan and Ohio clubs-ensuring quality standards are exceeded

Represent Advantage at Grand Openings chain wide-currently 8-10 openings in 20 states per year

Hire and train all staff for Grand Opening stores to ensure they are set for success

Travel to location of new store and set up program including sampling equipment, supplies and personnel

Supervise sampling demonstrations of food and alcohol Thursday – Sunday of grand opening for approximately 7,000+ shoppers managing new hires and working with agencies if needed

Manage Roadshow events and Product Giveaway distribution

Prioritize Customer Service and Client needs to ensure satisfaction and build relationships

Ensure all merchandising requirements and displays are set prior to opening

Assist with store pre-marketing and merchandising

Operate in a fast paced ever changing environment

ADVANTAGE SOLUTIONS 2020-2022

Regional Manager, Field Operations, BJ’s Wholesale Club, Shopper Experiential Marketing

Promoted to repair management issues, increase sales and event execution rate, and rebuild team to be best in class

Reduced overhead by lowering headcount and promoting the proper team leaders while increasing satisfaction and retaining employees

Lead my team to reach sales targets while promoting products through “WOW” experiences and asking for the sale

Cultivate talent through mentorship and supplementary training and coaching and promoting from within

Managed team of 36 FT supervisors and 200 PT demonstrators a crossed 35 stores in 7 states

Exceeded all Key Performance Indicators

Weekly client contact including feedback, suggestions and reporting on quality and sales

Public Label Agency- Freelance Position 2020-2021

Brand Experiential Manager, Moet Hennessey, Michigan, and Control States

Freelance position managing experiential marketing events for Hennessey liquor

Interviewed and hired and trained a team of adult bev sampling specialists and promoters to conduct adult sampling at local bars, restaurants, and events

Responsible for direct client contact with Hennessey and weekly sales reviews

Processed payroll and reimbursements for all employees

Trained FT field team manager reporting directly to me

Excelled in Key Performance Indicators

Traveled to large events to act as Field Manager for 50-100 promoters- Boxing matches in Vegas, Whiskey/Tequila festivals, Pride parade…

District Manager, Field Operations, National Demo Services 2019-2020

Recruited, hired, and trained all employees for over 80 stores throughout Metro Detroit

Achieved top district ranking for overall sales and employee retention through mentoring and coaching

Recognized in reviews as driving sales, turning around problems in difficult stores and building strong store loyalty

Developed relationships with key client leadership and with customers through store visits and managing events

Planned and supervised events as large as 5000 people-Mark Wahlberg Promo, Wine month, Craft Beer festival, New Store openings, Baby Month, Back to College

District Manager, Field Operations, Meijer Team 2015-2019

Launch of a new client instore demo program

Staffed 13 stores with 7 event specialists, set up supplies and work areas, built relationships with store leaders

District chosen to lead the startup of the Adult Bev sampling program including procuring all licensing for specialists, training specialists, executing events, driving sales, educating customers and special instore activations

Authored the training manual still used today

Took on more responsibility by increasing store count to 23

CROSSMARK 2012-2015

District Manager, Field Operations, Samsung Retail Team

Responsible for MI, OH and IN areas with a team of 18 PT and 2 FT specialists

Team worked to merchandise big box and club stores of all Samsung products-TV, Phone, Tablet, Speaker…

Set up all instore displays, verified pricing, placed shelf tags and signage and repaired nonfunctioning merchandise

Kept all specialists updated on all Samsung innovations and new features and specialists trained store personnel

Conducted ride alongs each month with all specialists and trained them to increase operational goals

Delphi Automotive 2004-2011

Logistics and Purchasing Enterprise Cost Administrator

Conducted logistics cost studies to provide logistic cost for new product build out pricing

Managed the cost improvement program for suppliers using their suggestions to test and implement over $4M savings

Completed cost studies to be presented in customer and supplier negotiations

Curves of Western NY 1999-2002

Franchise Owner

Purchased franchise for Woman’s weight loss and fitness center

Selected site for center, negotiated the lease and managed the buildout of the facility

Hired and trained staff and assistant manager on customer service, store operations and closing sales

Achieved great satisfaction by helping countless women get in shape, lose weight and live healthier lives

Built successful center of over 250 annual members generating over $200K gross revenues/year

Realtor.com (Start-up) 1998-1999

Territory Sales Representative

Delivered sales presentations to Realtors and Real Estate Offices showing them how to use Realtor.com to promote

Appointments made by cold calling offices and Realtors as well as pre-set appointments via hotline

Exceeded monthly sales goals 12 months in a row

Traveled throughout Western NY and attended conferences

Previous experience included a 5-year internship program working at both General Motors and United Parcel Service. This included management experience in the UPS Call Center and Foreman experience in Metal Assembly and stamping at GM.

Education

Wayne State University, Detroit, MI

Coursework towards Master of Science in Business Administration

Kettering University, Flint, MI

Bachelor of Science in Business Management & Marketing

Computer Technology

Advanced MS Word, Excel, PowerPoint, Outlook

Proficient in proprietary scheduling and analytical software for JET, SAP and iCIMS

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