Senior Retail Operations Leader with 15+ Years Experience

AIMEE SALISBURY

+1-603-***-**** • *********.*****@******.*** • Hillsborough, NH

Summary

Dynamic Team Leader with over 15 years of experience in high-volume retail management and healthcare operations. Expert in Performance Management and Coaching, with a proven ability to drive Process Consistency and manage complex Customer Issue Escalations in B2B environments. Proficient in MS Office and Excel, dedicated to optimizing service delivery through strategic Hiring and associate development. Work Experience

Store Manager June 2023 – Present

HAMSHAW LUMBER, INC, KEENE, NH

Manages comprehensive operations including B2B sales, customer service protocols, and inventory logistics for a team of associates.

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Optimizes team performance through structured Coaching and regular performance evaluations, achieving a 15% increase in staff efficiency metrics.

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Ensures Process Consistency across all departments by auditing workflows and enforcing adherence to corporate safety and operational regulations.

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Resolves complex Customer Issue Escalations by cultivating robust relationships with key B2B accounts and addressing specific business partner needs.

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Executes strategic Hiring and development plans, designing training programs that reduced new hire ramp-up time by 20%.

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Spearheaded Project Management for technology integration, including mobile payment and self-checkout systems to modernize the customer journey.

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Team Coordinator October 2022 – May 2023

NH NEUROSPINE INSTITUTE, CONCORD, NH

Delegates and prioritizes surgical appointments and resource allocation for four neurosurgeons, optimizing patient flow and service delivery.

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Maintained high service delivery standards by managing high-volume communications and acting as the primary point for complex inquiry resolution.

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• Utilized Salesforce and EMR platforms for rigorous insurance verification and financial documentation accuracy. Monitored process consistency during patient registration and discharge, ensuring seamless coordination across multi-provider teams.

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Scale House/ Billing August 2021 – August 2022

NAUGHTON & SON RECYCLING, LLC, BRADFORD, NH

Managed logistics and data accuracy for weight management, ensuring 100% compliance with industry safety standards.

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Streamlined billing processes by transitioning manual systems to digital records, improving billing cycle efficiency.

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Anticipates logistical bottlenecks by coordinating truck dispatching and optimizing transport schedules for B2B clients.

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• Handled customer inquiries and issue resolution via high-volume telephone communications. Assistant Manager April 2016 – August 2021

LUMBER BARN, BRADFORD, NH

Directed a diverse team of associates, fostering a culture of collaboration and high performance in customer success.

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• Managed the Hiring lifecycle, including recruitment and onboarding of top talent to scale operational capacity. Optimizes workforce efficiency by delegating weekly schedules based on seasonal traffic and business partner needs.

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Executed B2B sales strategies for home improvement products, targeting contractors to drive regional revenue growth.

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Bartender February 2013 – March 2014

OUR PLACE TAVERN, NEW HAMPSHIRE

• Facilitated Coaching and training sessions for new staff on service standards and product knowledge.

• Managed Project Management for local events, overseeing timelines and budgets to ensure customer satisfaction. Medical Receptionist/Medical Assistant November 2010 – November 2013 SOUTH FLORIDA SKIN CENTER, PORT CHARLOTTE, FL

• Maintained data integrity and process consistency through rigorous EMR management and records compliance. Coordinated complex scheduling and resource delegation for a physician's practice, ensuring 100% service uptime.

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Education

Associate of Applied Science in Medical Assisting

HESSER COLLEGE, NASHUA, NH

Diploma in General June 1995

HARTFORD HIGH SCHOOL, HARTFORD, VT

Additional Skills

Management & Leadership: Performance management, Coaching, Hiring, Delegation, Management experience, Staff supervision, Budget management, Performance evaluations Customer Success & Operations: Customer issue escalation, Process consistency, B2B sales strategies, Project Management, Inventory logistics, Service delivery optimization, Billing operations, Client relationship management

Technical & Software: MS Office proficiency, Excel, Salesforce, EMR Systems, Mobile payment technologies, Self-checkout systems, HIPAA compliance, Medical terminology Certifications

• ServSafe - National Restaurant Association (February 2013)

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