Kaitlyn OBrien
Bloomington
Summary
Service-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business.
I utilize optimal resources to handle expected operational needs. I am an experienced sales leader with sound judgment, good planning abilities and interpersonal communication strengths. I successfully increase team productivity and customer satisfaction, driving sales though personal coaching and strategic upselling.
I am an organized and dependable candidate, successful at managing multiple priorities with a positive attitude. I am always willing to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Retail General Manager
Rocket Fizz - Mall of America
03.2024 - Current
- Relocated from Traverse City to Bloomington to open and manage Mall of America location.
- Managed a team of up to 4 people to maintain a clean and aesthetically pleasing sales floor and promote customer satisfaction during high traffic times.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
Retail General Manager
Rocket Fizz - Traverse City
07.2019 - 03.2024
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Controlled store inventory and reviewed cash handling and operations reports.
- Answered questions about store policies and addressed customer concerns.
- Exhibited excellent people skills during interaction with employees and customers.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Implemented operational strategies and effectively built customer and employee loyalty.
House Cleaner and Team Manager
At Your Service Cleaning
01.2013 - 07.2019
- Dusted picture frames and wall hangings with cloth.
- Operated electronic backpack vacuums.
- Vacuumed rugs and carpeted areas in offices, lobbies, corridors, bedrooms and living spaces.
- Emptied trashcans and transported waste to collection areas.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Engaged with clients to ensure their specific home cleaning needs were met.
- Managed teams of up to 5 people to ensure each home was cleaned in a timely manner.
Housekeeper
Tamarack Lodge
01.2011 - 01.2013
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Operated electronic vacuums and floor sweepers.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Verified cleanliness and organization of storage areas and carts.
Education
High School Diploma -
Traverse City Central High School
Traverse City, MISkills
- Store operations
- Customer experiences
- Team performance analysis
- Leadership
- Performance evaluations
- Operations Start-up
- Upselling
- Employee scheduling
- Interpersonal skills
- Team oversight
- Staff management
Timeline
Retail General Manager
Rocket Fizz - Mall of America
03.2024 - Current
Retail General Manager
Rocket Fizz - Traverse City
07.2019 - 03.2024
House Cleaner and Team Manager
At Your Service Cleaning
01.2013 - 07.2019
Housekeeper
Tamarack Lodge
01.2011 - 01.2013
High School Diploma -
Traverse City Central High School