Member & Programs Manager
Masonic Grand Lodge of California
June 2016-January 2020
-
Supervise a forward facing team of four that support the organization’s 55,000 members, including an active call center that receives a combined 24,000 calls and emails in a 12-month time frame
-
Implemented the use of a Salesforce customer relationship management (CRM) platform; to streamline communication between the Member Services team and members, increasing response rate by 110%
-
Lead project manager for many of the organization’s annual user events and conferences. Encompassing with planning and execution of multiple daily sessions and workshops, meeting both timelines with budgets, and saw a 15% increase in attendance
-
Coordinated all logistics, venue selection, conceptualize themes, food with beverage, audio visual needs for 8 events simultaneously
-
Event Manager for several key domestic and international events with complex logistics and over 3,500 attendees
-
Negotiate contracts for 26 annual events held by Masons, averaging a 25% reduction in cost annually
-
Campaigned to make visible impact on specific elements of the organization’s Strategic Plan; drove the “Let’s Write the Future” fundraising campaign, which in its first year raised $3.4 million
-
Earned distinguished reviews, awards, accolades for going above and beyond in different roles over tenure
-
Built strong relationships with the organizations volunteer leadership, becoming a trusted advisor to them and their spouses
-
Self-taught use of the Cvent platform, customizing it order to achieve concise communication providing one consistent location for event details for the members while building accurate reporting for tracking accounting and member activity
Assistant Manager,
Coach, Inc
June 2009 – June 2016
-
Achieved monthly sales goals 11 out of 12 months. Seven of those months the store was 5% above plan
-
Hired new associates by cultivating relationships, networking, and creating strong connections with other customer service professionals
-
Trained and on boarded all new hires giving them clear objectives and expectation setting
-
Built relationships with international clientele overcoming language barriers to become the point of contact
-
Cultivated close relationships with returning clients and with new clients to ensure brand loyalty
-
Ensured the Palo Alto locations had the best comparables in the district; ranked 3rd across the company globally
-
Acted as Visual Manager for the district, facilitated the execution of monthly floor moves for the flagship locations
-
Oversaw the remodel and expansion of store, partnered with corporate construction team to execute the process meeting all timelines and budget expectations
-
Drove sales and increased transactions by 25% by team selling, and utilizing client relations
-
Resolved all customer service conflicts, both in person and over the phone, with grace, compassion, in a timely and effective manner. Thus strengthening return on investment with returning clientele
-
Managed daily operations, maximizing productivity and profitability, adhering to all loss prevention policies, and by maintaining an organized work environment, reducing shrinkage loss to under 3%
-
Maintained and managed sales goals, kept staff aware of store’s productivity, encouraged them to achieve our daily, weekly and monthly goals
Operations and Facilities Manager
Crate & Barrel
August 2007 - June 2009
-
Provided daily leadership, cross departmental training and direction to stock staff
-
Maintained an efficient and organized stockroom of 9,000 square feet
-
Organized and executed full remodel and renovations to both stockroom and sales floor, worked closely with the contractor to make the process flawless and smooth
-
Saved the company on average $20,000 annually by surpassing shrinkage goals set by the company.
-
Conducted interviews for stockroom associates and facilitated new hire training
-
Traveled to other locations to assist in the development and training of newly promoted managers
Assistant Designer
Crate & Barrel
August 2005 – July 2007
-
Created floor plans and provocative in-store displays for new merchandise
-
Measured merchandising based on sales growth. This location was 4% over plan from 2005-2007
-
Collaborated with lead designer on multiple high profile projects
-
Trained and mentored department managers on merchandising, selling patterns and monitoring inventory level