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Work Background
Unclaimed BaggageDirector of Retail
Jan. 2025 - Sep. 2025Scottsboro, Alabama, United States
Apple RetailSenior Manager
Feb. 2012 - Jan. 2025Huntsville, Alabama AreaSenior Manager Apple Retail Implemented and led the Genius Bar Express Program, a customer success initiative aimed at improving phone support efficiency and driving same store sales. Program achieved a 40% reduction in walk-in wait time from 20 minutes to 12 minutes. Successfully converted older iPhones into sales of newer models utilizing trade in and carrier offers, resulting in a consistent year-over-year iPhone growth of 5%. Expanded the program to other Apple Stores, (currently at 25) driving similar improvements in customer and sales performance. Collaborated with business teams on effective B2B sales strategies in a technology environment, focusing on presentation skills, confidence-building and objection handling. Achieved new business sales with a 34% increase year-over-year. Aligned our business vision and values with Customer Account Managers and led new business acquisition up 40% and relationship sales up 25%. Reduced churn of active business customers from 22% to 8% by rebuilding relationships through service and support SaaS programs.
Mentored and coached team members to support their professional growth and development, resulting in 4 internal promotions to Manager and 2 internal promotions to Senior Manager. Collaborated with program management teams to develop and execute the No Customer Left Behind program aimed at improving internal customer satisfaction scores (CSTAT) by 15% and external customer satisfaction Net Promoter Scores (NPS) by 25%, resulting in an 34 point CSTAT increase and an 18 point NPS increase year-over-year. Rolled project out to 30 other stores currently driving significant NPS results in our Market
Captain D'sArea Director
May. 2009 - Aug. 2011Greater Nashville Area, TNManaged a team of 13 Restaurant General Managers across a territory consisting of Northern Tennessee and Southern Kentucky, overseeing quarterly revenue goals, performance management, and leadership development initiatives. Responsible for $20 million in annual revenue, with a focus on driving same-store sales, new product introductions, and more efficient workflows and processes which helped grow year-over-year sales achieving an average Market increase of 11%. Focused on Restaurant projects that improved speed and efficiency resulting in an improved Market average Net Promoter Score of 14 points. Collaborated with Training department to develop better training programs to ensure consistent service standards and operational excellence across company owned and franchisee owned restaurants
The Cheesecake FactorySenior Manager, Level 2
Feb. 2005 - Apr. 2009Served in a senior leadership capacity for the restaurant with two Senior Managers and four Managers with annual sales for the one site in excess of $14.5M.
Waffle HouseDistrict Manager
Oct. 1996 - Jan. 2005Directed the operations of three 24-hour restaurants with annual sales of $2.3M. Originally hired as a General Manager and promoted to District Manager in May 2003.
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