Laura Sovereign

• Directed and supervised team of 14 employees in daily operations.
• Collaborated with Pro Field Teams to introduce Design Connect and coordinate workflow processes between teams.
• Tracked progress on projects and provided timely feedback and guidance to staff members.
• Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.
• Led the AEC team for FY 2023, organizing special events such as monthly virtual socials and special day posts, virtual holiday parties and bi-yearly virtual Success Sharing celebrations for employees.
• Responsible for Design Connect Leadership Development, facilitated monthly classes for my peers on desired topics.

• Improved store status by implementing process improvements and identifying performance gaps for corrective action.
• Exceeded sales goal by 11% in the first year by incorporating customer service standards, an inclusive environment, social media and brand marketing.
• Diminished total loss by 21% by implementing effective operational improvements.
• Managed inventory tracking and physical inventory counts to minimize loss.
• Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
• Strengthened work flow productivity by hiring, managing and developing top talent.

• Increased store revenues and achieved sales plan by cultivating new customers, providing superior service and applying pricing strategies and up-selling techniques resulting in a 10% comp YTD.
• Trained team members on customer service strategies and techniques resulting in a negative experience decrease of 80% and an overall customer satisfaction increase of 37% in 2019.
• Fostered healthy team environments to promote collaboration and boost productivity.
• Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
• Oversaw inventory management with cycle counts, audits and shrinkage control.
• Assessed, optimized and elevated operations to target current and expected demands.

Motivated Manager of Operations with over 17 years of experience and well-versed in Retail Business best practices and compliance standards.

• Direct supervision of 15 Department Supervisors and indirect supervision of over 125 associates across different shifts.
• Provided onsite training to district leadership and served as mentor to junior team members.
• Drove improvements to Operational Metrics over the past 7 years to consistently achieve status in the top 10 of 108 regional stores.
• Directed all day to day operations of a 120,000 square foot working warehouse.
• Fostered strong relationships with online customers and suppliers by following up and maintaining communication.
• Developed and led quality management systems, standards, and compliance, including SOPs, good interconnected retail best practices, lean improvement programs, and enforcement of company and regulatory requirements.
• Directly responsible for associate talent development.
• Responsible for ensuring that multiple departments work cross functionally to achieve both departmental and company goals.
• Reduced and controlled expenses by ensuring policy commitment vs. compliance.
• Directed receiving, storage and stocking areas while maintaining Just-In-Time inventory levels through yearly seasonal trends.