Customer Experience Client Relationship

Ladell Vernon Fleming ********@*****.*** • 773-***-****

www.linkedin.com/in/ladellfleming-excellence/ • Chicago, IL Retail Operations Management

Performance-oriented leader with 7+ years’ experience driving growth, leading teams, and streamlining sales and account operations. Well-versed in client relationship management, commercial negotiations, and executing growth strategies to exceed revenue goals. Skilled in leading cross-functional teams, mentoring talent, and driving scalable process improvements. Strong analytical thinker with a proven ability to translate data into actionable insights and deliver operational excellence. Recognized for driving sales performance and building strategic partnerships that fuel long-term business success. Areas of Expertise

• Strategic Sales Management

• Client Relationship Building

• Team Leadership & Development

• Revenue Growth Strategies

• Contract Negotiation & Management

• Retail & Office Operation Management

• Process Improvement & Optimization

• Data Analysis & Reporting

• KPI and Metric Management

• Target-Oriented Sales Execution

• Business Development & Account Management

• Customer Experience Management

• Market Research & Trend Analysis

• Operational Efficiency Improvement

• Strategic Partnership Development

Career Experience

Apple – Michigan Ave (Global Flagship) Chicago, IL 2023 – Present Sales Lead

Oversee daily retail operations and team performance at a global flagship location, driving strategic initiatives to elevate customer experience and sales outcomes. Lead scheduling, workflow optimization, and team alignment around key business objectives. Provide data-informed coaching and real-time feedback to elevate individual and team performance. Resolve escalated customer issues with empathy and efficiency, converting challenges into loyalty opportunities.

• Designed innovative solutions, including interactive dashboards for benefits analysis and coding audits, resulting in refining daily workflow efficiency by 10%.

• Implemented process improvements that streamlined workflows, increased team efficiency, and supported innovation.

• Delivered targeted performance coaching using data insights, accelerating development and productivity across the team.

• Led sales floor adjustments and real-time team support to ensure seamless operations and consistent customer satisfaction. Sales Expert 2022 – 2023

Championed daily operations for a 20+ person team to align efforts with Apple’s values and business goals. Delivered peer-to-peer feedback to boost performance and customer experience. Promoted collaborative selling to maximize team engagement and product knowledge. Consistently exceeded weekly sales and productivity targets.

• Delivered consistently high customer satisfaction, maintaining 90%+ positive feedback across quarterly surveys.

• Ranked in the top three for revenue generation each quarter by exceeding company benchmarks for unit sales.

• Achieved highest weekly new business revenue multiple times, resulting in setting performance standards for the location. Sales Specialist 2021 – 2022

Delivered tailored solutions by aligning customer needs with Apple’s product ecosystem. Ensured accurate, compliant transactions for a seamless retail experience. Supported new hire onboarding through shadowing and knowledge-sharing. Provided inclusive service using multilingual communication tools.

• Adapted quickly to dynamic sales floor demands by providing support with a keen focus on optimizing team efficiency.

• Modernized solution-driven customer interactions by exhibiting continuous product learning. Echo Global Logistics, Chicago, IL 2018 – 2020

Business Account Manager

Prioritized and executed high-value tasks to maximize efficiency and maintain service excellence under tight deadlines. Analyzed performance and logistics data to optimize cross-border collaboration with coordinators throughout North and South America. Developed and delivered strategic business plans under strict deadlines, supporting client expansion and driving measurable ROI.

• Outperformed workflow benchmarks in a high-pressure logistics environment by consistently delivering ahead of target metrics.

• Spearheaded process improvements by streamlining internal technologies that enhanced operational efficiency and cut turnaround time.

• Generated $20K+ in gross monthly revenue by cultivating long-term client relationships and identifying scalable growth opportunities. Education

Bachelor of Science in Communication Studies Major: Media Studies & Minor: Business Administration, Northern Illinois University, IL

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