Shawnalee Therrien

• Provided feedback and coaching to ensure that customers were given a high level of customer service.
• Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
• Analyzed business performance data to identify areas of strength and to improve areas of weakness.
• Developed and implemented team-building strategies to promote collaboration and cohesion.
• Initiated training sessions and coached employees on career development.
• Supported HR staff with recruiting and retaining high-performing talent.

• Managed daily store operations and ensured compliance with company policies.
• Trained and supervised staff to enhance customer service skills.
• Oversaw scheduling and payroll processes for store employees.
• Conducted regular staff meetings to communicate updates and motivate team members.
• Resolved customer complaints effectively to ensure satisfaction and loyalty.
• Conducted daily store operations, including opening and closing procedures and cash handling.
• Resolved customer complaints in a timely manner.

Team Manager of the Leadership Development Team:

• responsible for coaching and developing high performance individuals to achieve the next level of their career in the company.
• scheduled special project for the team to learn other areas of the business. ex) covering TM manager while on vacation
• organized networking events and connected team with mentors
• created and facilitated monthly leadership training sessions to continue growth and learning.

Customer Experience Prime:

• provided Senior Managers and Directors weekly in depth analysis on Customer Experience Survey results
• created and implemented incentives and recognition programs to drive customer survey results
• created quarterly Customer Experience QBR to VP.

Performance Engagement Manager:

• lead and facilitated with roll out of a brand new coaching system
• provided training and 1-1 coaching to Team Managers on how to drive results through coaching consistency.
• monitor and observed coaching to ensure adoption of new coaching model.
• provided feedback on what was working and what may need to be updated to drive results on key performance indicators.