Stefanie Trosko

-Lead the customer experience,ensuring a welcoming ,seamless and elevated service environment throughout their visit.

-Supervise front-end operations including customer service,cashier teams,returns and escalations to uphold service standards and resolve issue efficiently.

-Train,coach and develop staff on service behavior ,customer engagement techniques and problem solving skills to drive satisfaction and loyalty.

-Monitor customer feedback tools and service metrics to identify opportunities for improvement and implement action plan.

-Collaborate with store leadership to align with service initiatives w/ overall sales and operational goals.

-Manage staffing,scheduling and floor coverage.

-Handled escalated customer concerns ,providing quick and effective solutions.

-Foster a positive,inclusive culture that encourage teamwork.

-Oversee Cash Room and Financial Management.

-Provide Tier 1 assistance to employees,managers and HR inquiries pertaining to Employee Portal,Workday.Troubleshooting,position management ,pay,time away and Leave of Absence options,benefits,employment verification and COVID Guidance.

-Informed and directed employees to specific company policies and procedures.

-Assisted candidates in recruiting process.

-Communicated across various channels to resolve complex employee concerns.

-Utilized confidential case management system to escalate and review claims.

-Operated in a fast paced environment. Typically taking on 20-30 cases per day,dependent on business trend.

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-Partnered with over 60 vendors and 12 brand managers to assess ,develop and grow over $5 million business.

-Coached Team of 85 people to acquire new clients and deliver exceptional service to exceed sales and career goals.

-Managed team daily productivity ,scheduled to business demand and ensured department met sales budget.

Executed visual merchandising that engaged customers,maximizing floor presentation.

-Planned and executed high level events by setting goals,tracking out reach,organizing support and managing visual set up.

-Wrote and delivered review and performance documentation.

-Supported career growth and assisted individuals taking on leadership roles.

-Acted as key point of contact between senior management and a team of 85 employees,communicating expectation and feedback clearly.

-Ensured compliance with health,safety and hygiene standards.

-Analyzed sales data and KPI's to identify trends and opportunities for improvement.

-Handled scheduling,performance evaluation and conflict resolution to maintain a productive team environment.

-Trained staff on Product knowledge technique and sales skills to maintain high level expertise.

-Developed and implemented strategies to drive customer engagement to achieve $20 million goal.