Kathia Thoma
Rosemount
Summary
Experienced Store Manager with a background in retail operations and employee supervision. Strengths include inventory management, customer service, and team leadership. Demonstrated ability to enhance store's performance through strategic planning and implementation of sales campaigns. Proven record of success in fostering an environment that promotes teamwork and exceptional customer service.
Overview
15
15
years of professional experience
Work History
Store Manager
Victoria's Secret & PINK
Burnsville
06.2019 - Current
- Created effective business plans to focus strategic decisions on long-term objectives.
- Developed strategies to maximize sales and profitability.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Formed and sustained strategic relationships with clients.
- Established customer service standards and monitored staff compliance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Assessed operational efficiency of the store's departments.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Implemented successful business strategies to increase revenue and target new markets.
- Maintained accurate records of employee performance reviews.
- Prepared monthly reports on sales figures, expenses, profits.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prepared staff work schedules and assigned team members to specific duties.
Operations Manager
Victoria's Secret & PINK
Bloomington
06.2018 - 06.2019
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Delegated work to staff, setting priorities and goals.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Created detailed reports on the performance of individual departments within operations.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Managed scheduling, training and inventory control.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
Operations Manager
Home Depot
Shakopee
05.2015 - 07.2018
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Delegated work to staff, setting priorities and goals.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Developed and implemented operational procedures to ensure quality standards are met.
- Enforced federal, state, local and company rules for safety and operations.
- Created detailed reports on the performance of individual departments within operations.
- Developed key performance indicators to measure effectiveness of operational processes.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
Operations Manager
Sears
Bloomington
10.2014 - 05.2015
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Delegated work to staff, setting priorities and goals.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Developed and implemented operational procedures to ensure quality standards are met.
- Enforced federal, state, local and company rules for safety and operations.
- Created detailed reports on the performance of individual departments within operations.
- Developed key performance indicators to measure effectiveness of operational processes.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Oversaw financial management, budget management, accounting and payroll activities.
Assistant Store Manager
Sears
Bloomington
10.2010 - 10.2014
- Oversaw aspects of maintenance, inventory, and daily activity management.
- Prepared staff work schedules and assigned team members to specific duties.
- Structured HR consulting services to support clients during organizational developments and changes.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Organized weekly meetings with department heads to review progress on key objectives.
- Analyzed market trends to identify opportunities for product expansion or improvement.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Trained new employees on store policies, procedures and customer service standards.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Coached and developed store associates through formal and informal interactions.
Education
Bachelor of Science -
University of MN
Minneapolis, MN05-2008
Skills
- Operations oversight
- Training and mentoring
- Performance evaluations
- Team leadership
- Customer service
- Visual merchandising
- Financial analysis
- Employee training
- Performance evaluation
- Operational efficiency
- Employee engagement
- Verbal and written communication
Languages
Spanish
Native/ Bilingual
Timeline
Store Manager
Victoria's Secret & PINK
06.2019 - Current
Operations Manager
Victoria's Secret & PINK
06.2018 - 06.2019
Operations Manager
Home Depot
05.2015 - 07.2018
Operations Manager
Sears
10.2014 - 05.2015
Assistant Store Manager
Sears
10.2010 - 10.2014
Bachelor of Science -
University of MN