Feb 2016 – Mar 2017 · 1 yr 1 mo · Orlando, Florida

Aug 2014 – Aug 2015 · 1 yr · Altamonte Springs, Florida

• Managed a staff of 45 or more
• Responsible for overseeing all internal and external technical services and store operations.
• Managed staff of 45+ employees in multiple departments, including sales, technical, business to business, front end, and customer service, and ensured proper division of tasks and workload.
• Hired, trained, and coached associates in roles, including business to business, retail sales, and technical.
• Managed payroll and controllable expenses through profit and loss, and increased sales in most profitable categories
• Identified staffing needs, built and motivated a successful sales team through recruitment and coaching.
• Actively reviewed applications and coordinated candidates through interview, initial offer, on board, training process, and exit interview.
• Handled customer service issues professionally and expediently to ensure retention of client base.
• Responsible for loss prevention processes, including investigations.
• Conducted POS Operations and maintained all POS, office, and Kiosk equipment, including computers, printers, and tablets.
• Responsible for daily opening/closing operations, including all procedures and cash handling.

Mar 2014 – Aug 2014 · 5 mos · Orlando, Florida

• Provided extensive technical support and highest levels of customer service.
• Assisted team members with complex customer service and technical issues.
• Worked with upper level management to ensure efficiency and streamline best practices.
• Logged all calls and incidents, and performed escalations when appropriate.
• Prepared and provided weekly presentations in regards to training and customer service.

Apr 2008 – Mar 2013 · 4 yrs 11 mos · Florida Mall Orlando, FL

• Managed staff of 25-30 employees in a high volume environment at Florida Mall.
• Coached, evaluated, and documented staff. Developed plans and programs to fulfill staff needs at all levels.
• Increased overall year to year sales through ordering, merchandising, and increasing product knowledge.
• Managed controllable expenses, including payroll, and merchandised categories based on profit and loss.
• Prepared New Hire paperwork, maintained personnel records, and conducted employee evaluations.
• Assisted associates in career development and saw several promotions through mentoring / supervision.
• Hired, Trained, conducted job fairs, recruited for district needs, and provided one on one and group training.
• Ensured all team members, including management were certified on new initiatives.
• Closely worked with and coached other store managers on hiring practices, developing associates, creating alternate sourcing for applicants, completing orientation, and filling staffing placement and needs.
• Consistently provide timely and balanced feedback, and conducted employee and business reviews.
• Conducted regular audits ensuring all company operating standards were met or exceeded.
• Received Gold Star Award (best of the best) for Customer Service.
• Clearly and effectively communicated trends, goals, and issues to supervisors and subordinates.
• Excelled at all facets of execution, implementation, and maintenance of company policy and procedures.

Mar 2004 – Feb 2008 · 3 yrs 11 mos · Orlando, FL

• Recruited, hired, and coached successful teams in multiple departments.
• Analyzed and determined payroll, store budgets, and profit and loss statements.
• Consistently provide timely and balanced feedback, and conducted employee and business reviews.
• Supervised over 45+ employees, including front store and pharmacy.
• Clearly and effectively communicated trends, goals, and issues to supervisors and subordinates.
• Planned, relocated, and opened new store locations.
• Excelled at all facets of execution, implementation, and maintenance of company policy and procedures.
• Maintained and executed appropriate merchandising and plan-o-grams.
• Performed out of stock scans, store orders, and promotional orders, while maintaining inventory.

Feb 1997 – Mar 2004 · 7 yrs 1 mo · Florida

• Oversaw all aspects of the marketing operations, including compiling and analysis of competitive data, and implementing programs to increase sales for 40 locations through MindShare.
• Managed a territory which included most of the state of Florida.
• Responsible for multi-unit training of all staff for multiple companies.
• Developed relationships with multiple vendors and value added re-sellers as a product trainer and territory channel manager.