Guest Experience Operational Excellence

Ashley Montgomery

Martinez, CA ***** • 925-***-**** • ***************@*****.***

LEADERSHIP / OPERATIONS MANAGEMENT / TRAINING & DEVELOPMENT/ GUEST EXPERIENCE Hands-on background driving green metrics in operational leadership. Recognized ability to lead, train & develop large teams in a high volume, fast- paced environment with a focus and passion for training & development, guest experience and operational excellence. Strong communication skills, used with both partners and audiences, combined with analytical mindset that supports decision-making and optimizes business success. Operations Management • Training & Development • Operational Excellence • Guest Experience PROFESSIONAL EXPERIENCE

lululemon San Francisco, CA 2020 – Present

OPERATIONS MANAGER (Oct. 2020 – Present)

Lead, coach and develop Key Leaders & Educators through connection and fun, providing honest feedback, with a focus on core values such as personal responsibility and entrepreneurship, to deliver unparalleled guest experience and operational excellence in a diverse and inclusive environment.

Medallia Net Promoter Score increased from a score of 85 in the month of November to a score of 97.4 in December, with an increase in sample size of +21. Consistent communication, recognition, and the sharing of guest feedback from surveys with the team continues the motivation to strive to deliver the Guest Experience North Star. A focus on PN opt-in and guest profile capture contributed to increased survey sample size.

FY20 Black Friday top performer in conversion with 38% (#6 in CA). This metric exceeds company goal by 8%. Continued conversion excellence has been actioned through a focus on elevated Guest Experience and the expectation of the team to action change based on guest feedback, through the core value of personal responsibility.

Exceptional OMNI Performance in Q4 with 593.3k in SFS and 36.6k in BOPIS order sales. Combined, 7,818 units were fulfilled with a cancellation rate of 2.6%. Consistent communication, recognition, follow up and coaching for improvement, based on OMNI reporting, during Educator and Key Leader check-in has been key to continuing to deliver operational excellence. Paychex San Ramon, CA 2018 – 2020

CLIENT RELATIONSHIP MANAGER (Oct. 2018 – Oct. 2020) Drove reduction of churn by working with a diverse client base, building relationships and providing exemplary service. Provided market and trend analysis, as well as forecasts, to assess changing conditions, while continually monitoring competitors to ensure maximal value of offerings. Managed 250+ accounts across district, partnering with Sales Representatives, Operations and Retention Teams to reduce churn. Target San Rafael, Petaluma & North Napa, CA 2013 – 2018 EXECUTIVE TEAM LEAD, SALES FLOOR OPERATIONS – San Rafael (2017-2018); EXECUTIVE TEAM LEAD, GUEST EXPERIENCE OPERATIONS – Petaluma (2015-2017); EXECUTIVE TEAM LEAD, ASSET PROTECTION OPERATIONS & GUEST EXPERIENCE OPERATIONS – North Napa (2014 – 2015); SENIOR TEAM LEAD OPERATIONS – San Rafael (2013 – 2014) Performed multiple supervisory roles across store locations. Directed up to 10 sales department leaders (San Rafael), managed guest services and satisfaction (Petaluma), oversaw asset protection and guest services (North Napa), and provided overall leadership to support revenue and drive staff performance. Trained, developed, and mentored teams on guest interactions and played a key role as Leader on Duty for several weekly shifts in each tenure.

Increased sales throughout the year by leading, training and mentoring top-performing team leaders to execute salesfloor transitions in both hardlines and softlines (entire store) in 70MM/year store (San Rafael).

Led team to #1 spot for Guest Experience in district with 12 stores. Achieved highest service score (NPS) throughout the year and highest YOY sales figures in 65MM/year store (Petaluma).

Enhanced guest satisfaction, leading to stronger sales, by delivering training and development to a team that was key to ensuring a seamless, positive shopping experience in 65MM/year store (Petaluma).

Reduced shortages in key areas through leadership of Asset Protection Team that successfully identified and implemented theft reduction strategies. Lead Guest Experience Team, improving all GE metrics in 50MM/year store (North Napa).

Played lead role in opening the San Rafael store in 2013. Assisted in recruiting / training / development of Team Leaders and creating and executing learning plans for Team Members. Lead store operations during leader on duty shifts daily in $55MM/year store (San Rafael). Abercrombie & Fitch Brentwood, CA & Concord, CA 2008 – 2012 STORE MANAGER; ASSISTANT STORE MANAGER

Promoted after one year to top position, overseeing all aspects of daily store operations; created schedules and managed inventory and resources. Trained, mentored, and led Sales Associates and Assistant Managers; served as District Trainer for Managers in training.

Consistently achieved higher YOY sales targets by ensuring optimal execution of floorsets, proper marketing of promotional items, and thorough product audits to ensure availability.

Ran store that generated $4MM/year, the highest revenue in the district. EDUCATION

Bachelor of Arts in Psychology San Francisco State University, San Francisco, CA.

Contact this candidate