Ava Onwu
Folsom
Summary
Dynamic operations leader with a track record of enhancing membership retention and engagement across diverse sectors. Successfully managed teams of over 40, achieving a consistent positive productivity rate while driving strategic initiatives. Expertise in fostering community relationships and aligning operational goals with organizational growth.
Overview
16
16
years of professional experience
Work History
Department Manager
Nike, Inc.
02.2024 - Current
- Directly manages 40+ employees across front- and back-of-house functions, leading training, membership engagement, and community volunteer initiatives.
- Spearheaded Operational Excellence initiatives that boosted Back-of-House (BOH) productivity to a consistent 90%+ rate, directly reducing waste and optimizing resource allocation.
- Maximized profitability by maintaining a -1% Sales Per Labor Hour (SPLH)variance; leveraged 6-week labor trends to educate the leadership team on data-driven scheduling, ensuring lean operations without sacrificing service quality.
- Executed dual role as Selling & Service Coach and Digital Coach at $13.8M Nike retail location, driving sales performance, enhancing staff development, and optimizing digital operations.
- Coaches and develops team members through regular performance check-ins, individualized coaching plans, and hands-on leadership to foster accountability, motivation, and a strong service culture.
- Developed structured athlete onboarding and training framework; delegated training schedules and implemented mandatory 30-day progress check-in to ensure new hires met performance benchmarks.
- Leads weekly 'huddle' training sessions to align staff around product knowledge, brand initiatives, and seasonal campaigns, ensuring consistency in communication and team engagement.
- Collaborates cross-functionally with store leadership to align staffing, scheduling, and sales floor strategies with store KPIs and customer service expectations.
Membership Experience Director
KIRK Family YMCA of Greater Kansas City, MO
01.2023 - 07.2023
- Led membership, engagement, and enrollment programs to drive new member acquisition and retention, aligning team performance with organizational growth goals.
- Directed membership, engagement, and enrollment operations at a busy YMCA branch, overseeing front-desk staff, driving member retention strategies, and ensuring high-quality service delivery.
- Recruited, trained, and managed a team of 10+ associates and volunteers, increasing front-desk efficiency and aligning performance with membership growth goals.
- Implemented systems to track and evaluate membership metrics, enhancing visibility of phone inquiries, tours, and registrations.
- Designed and launched standardized onboarding and training program, improving consistency in member engagement and staff readiness.
- Managed daily registration operations and conducted tours for prospective members, facilitating enrollment growth.
- Part of the YMCA of Greater Kansas City, a nonprofit health and wellness organization with multiple locations and annual revenue exceeding $30 million.
Store Manager
CVS Pharmacy
09.2021 - 12.2022
- Led daily store operations with a focus on talent development, team performance, and customer experience.
- Managed daily operations of a high-volume retail pharmacy, overseeing staff performance, inventory, merchandising, and customer service to drive sales and support the company's health-focused mission.
- Executed merchandising and inventory strategies that enhanced sales growth and supported profitability.
- Fostered customer-first culture by coaching staff on service excellence and promoting patient care practices.
- Designed and launched standardized onboarding and training program, ensuring consistent member engagement and improving staff readiness.
- Participated in hiring and onboarding, leveraging core competency models to identify high-potential candidates.
- Promoted CVS's mission by engaging team members around health-focused community impact.
- Collaborated with cross-functional teams to implement company initiatives, ensuring team alignment with corporate goals and consistent customer experience.
- National retail healthcare chain with 9,000+ locations, a Fortune 500 company with over $300 billion in annual revenue.
School Operations Management
I.C.E.F. Public Schools
08.2013 - 05.2016
- Oversaw campus operations at high-performing K-12 charter school, managing staff, systems, compliance, and logistics to support instructional goals and maintain safe, efficient learning environment.
- Managed 10+ employees and a $4.5M budget, supporting schoolwide operations and resource planning.
- Directed National School Lunch Program, ensuring compliance with federal and state food service standards and enhancing student nutrition.
- Implemented school safety protocols including fire drills, active shooter drills, and emergency response training to enhance campus safety and preparedness.
- A nonprofit charter school network based in Los Angeles, serving over 2,000 predominantly African American and Latino students across multiple K-12 campuses with a focus on academic excellence, college readiness, and community impact.
Assistant Manager
The Children's Place
11.2012 - 08.2013
- A leading children's apparel retailer with over 700 stores across North America, offering stylish, high-quality clothing and accessories for kids at affordable prices.
- Assisted in managing day-to-day store operations at a high-traffic retail location, supporting staff leadership, customer engagement, talent development, and merchandising execution to meet sales and service goals.
- Directed daily operations as Leader on Duty and drove team alignment with sales and service goals.
- Enhanced talent development and team performance through daily coaching, feedback, and succession planning.
- Participated in hiring and onboarding, using core competencies to evaluate and recommend candidates.
- Executed training in standard operating procedures and ensured compliance with company policies.
- Cultivated positive team environment and modeled exceptional service to strengthen customer and internal relationships.
Store Manager
Starbucks Coffee Company
07.2010 - 02.2012
- A global leader in specialty coffee with over 30,000 stores worldwide, known for delivering exceptional customer experiences and cultivating community through its mission-driven retail model.
- Led store operations, team development, and customer engagement in high-volume retail environment, enhancing service culture, collaboration, and operational excellence.
- Recruited, coached, and developed store partners, implementing performance plans and creating a pipeline of future leaders.
- Translated company goals into action by motivating teams, delegating responsibilities, and overseeing successful program implementation.
- Trained staff to deliver consistent, high-quality customer experience and respond to community needs, creating a service-first environment.
Education
Master of Public Administration - Nonprofit & Community Services Management
Park University
MO04-2024
Master of Business Administration - Human Resources Management
Park University
MO05-2021
Bachelor of Science - Business Management
Park University
MO06-2019
Skills
- Nonprofit Administration
- Project management
- Strategic Planning
- Budget Management
- Membership Growth
- Volunteer Engagement/Retention
- Community engagement
- Data-driven scheduling
- Team leadership
- Cross-functional teams
- Hiring and retention
- Staff training
- Team building
- Conflict resolution
- Relationship Management
- Forecasting and planning
Community Service
- Service Unit Manager, Girl Scouts of Greater Los Angeles
- Rhoer Club Advisor, Sigma Gamma Rho Sorority, Inc.
- Fundraising Chair, Light and Life Achievement Educational Foundation
- Project Cradle Care Administrative Assistant, March of Dimes Foundation
- Virtual Walk-a-Thon Chair, St. Jude Children's Research Hospital
Notable Accomplishments
- Led 80+ Girl Scout Troops as Service Unit Manager, facilitated monthly leadership meetings, launched fundraising initiatives and served as liaison to the council to ensure alignment with organizational goals.
- Achieved 70% Nike Membership linkage to in-store transactions, trained staff to promote the mobile app and increased average order value through member engagement strategies.
- Directed a 25-day training initiative to implement Nike's SOLE customer service model, onboarded all front- and back-of-house staff and delivered ongoing coaching to sustain performance and improve customer experience.
- Established and managed two community partnerships as Nike's Community Champion, coordinated 50+ volunteer hours per month and engaged store staff in local service initiatives aligned with corporate values.
Timeline
Department Manager
Nike, Inc.
02.2024 - Current
Membership Experience Director
KIRK Family YMCA of Greater Kansas City, MO
01.2023 - 07.2023
Store Manager
CVS Pharmacy
09.2021 - 12.2022
School Operations Management
I.C.E.F. Public Schools
08.2013 - 05.2016
Assistant Manager
The Children's Place
11.2012 - 08.2013
Store Manager
Starbucks Coffee Company
07.2010 - 02.2012
Master of Public Administration - Nonprofit & Community Services Management
Park University
Master of Business Administration - Human Resources Management
Park University
Bachelor of Science - Business Management
Park University