Glen Lee
West Hollywood
Summary
Proven retail leader with over 20 years of experience driving operational excellence, growing high-performing teams, and delivering exceptional customer experiences in fast-paced, customer-focused environments. Demonstrated success in P&L ownership, multi-unit operations, talent development, and strategic planning. A dynamic leader with a history of creating cultures of accountability, innovation, and service.
Overview
26
26
years of professional experience
Work History
Retail Store Manager
American Girl, Mattel Inc.
Los Angeles
04.2011 - 11.2024
- Directed all aspects of a flagship retail store including operations, salon, restaurant, and personal shopping services, generating multi-million-dollar annual revenue.
- Owned full P&L responsibility, optimizing cost control and maximizing ROI through strategic planning and operational efficiency.
- Spearheaded community and in-store events to increase foot traffic and deepen customer engagement, resulting in consistent year-over-year revenue growth.
- Championed a customer-first culture by leading regular service audits and incorporating direct feedback into staff coaching and service enhancements.
- Developed and coached a team of 50+ employees, including store leaders; led performance management, succession planning, and leadership development in partnership with HR.
- Ensured visual merchandising and operational standards were maintained through brand audits and daily walkthroughs, consistently exceeding corporate expectations.
- Fostered a culture of empowerment and continuous feedback, improving staff engagement and retention.
Retail Senior Manager
Apple Inc.
Multiple Locations
11.2005 - 03.2011
- Progressed rapidly from Genius to Senior Manager, leading multiple functions across a high-volume Apple Store.
- Scaled the technical support team from 7 to 17 team members, introducing cross-functional training and performance benchmarks that improved service delivery.
- Pioneered a new group hiring strategy and co-authored a market-level interview rubric, later adopted company-wide.
- Launched an internal feedback loop that enabled staff to contribute to leadership evaluations, enhancing team morale and managerial accountability.
- Played a key role in launching new stores and mentoring future store leaders within the region.
Call Center Operations Manager
Absolute Quality
Wichita
10.2002 - 11.2005
- Promoted from front-line agent to Operations Manager overseeing external Tier 2 Apple support.
- Managed workforce planning, staffing, and real-time performance metrics to meet service-level agreements.
- Designed workflows and QA processes that increased resolution rates and client satisfaction.
- Led a team of supervisors and agents in one of the first external Apple Genius-level support groups.
Technician / Systems Administrator
Pulau Electronics Corp
03.2000 - 03.2003
- Provided end-to-end technical support for a mobile AIX network across the U.S.
- Maintained complex systems from power infrastructure to software diagnostics.
Engineer
Energy Technologies Inc.
11.1998 - 05.2000
- Oversaw the engineering lab and supported the full product development lifecycle.
- Managed inventory and ensured calibration and quality standards were met.
Education
B.S. - Aerospace Engineering
University of Tennessee
Skills
- Visual merchandising
- P&L management
- Community engagement
- Service auditing
- Performance management
- Customer relationship management
- Employee training
- Staff coaching
- Strategic planning
- Conflict resolution
- Team building
- Effective communication
- Operational efficiency
- Feedback incorporation
- Leadership development
- Inventory control
- Supplier communication
- Goal setting
- Detail-oriented
- Budgeting and cost control
- Market trend awareness
- Meticulously detail-oriented
Timeline
Retail Store Manager
American Girl, Mattel Inc.
04.2011 - 11.2024
Retail Senior Manager
Apple Inc.
11.2005 - 03.2011
Call Center Operations Manager
Absolute Quality
10.2002 - 11.2005
Technician / Systems Administrator
Pulau Electronics Corp
03.2000 - 03.2003
Engineer
Energy Technologies Inc.
11.1998 - 05.2000
B.S. - Aerospace Engineering
University of Tennessee
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