Darian B.

Experience

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  Old Navy

  May 1998 - Aug 2009

  Customer Service Manager, Logistics Supervisor, front end supervisor

  • Responsible for new account generation• Responsible for the training of all new personnel for the sales-floor, cash-wrap, and stock• Track and record daily bank deposits and earnings for this $14 million location• Assist in loss prevention investigations• Provide critical administrative support for the management team• Responsible for the execution of all “POS” (Point-of-sale) events including price changes, visual adjustments, marketing updates, inventory transfers, and sales-floor fixture maneuvers• Utilize multi-media marketing channels to establish competitive advantages • Monitor and track general economic trends to forecast potential product pricing, promotion, and placement strategies • Conduct general marketing research to determine the potential feasibility for new products by facilitating focus groups and distributing surveys• Utilize client feedback to develop more effective marketing strategies • Conduct quarterly presentations to staff to discuss market share, profits and losses, general best practices, and new marketing opportunities as derived from research/ general client feedback • Conduct field marketing research exercises regarding customer service techniques of direct competitors • Facilitate group interviews • Conduct one-on-one interviews for all store roles • Evaluate and review submitted applications via various software portlets • Navigate company web portals for new applicants • Provide weekly feedback to senior management summarizing recruitment results and overall retention levels • Facilitate all open house and general hiring events which included college campus visits and community center event participation • Ensure that company mandated recruitment expectations were maintained throughout holiday seasons Show less

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  Hilti

  Apr 2008 - Sept 2009

  Account Manager

  • Responsible for new account generation• Responsible for year over year product sales increases• Formulate effective visual presentations• Facilitate all merchandising decisions for all Hilti products within store • Utilize “SAP (client database, product records, and general operations software)” system to procure new business and to solidify the service for current customer base• Utilize “CRM (Customer Relationship Management program)” to track and record customer account data• Conduct live demonstrations of products• Regulate the flow of inventory into and out of the store• Apply knowledge of market and economic trends to determine pricing strategy • New client acquisition and general customer relationship management; process included general “B2B” (business–to-business) and “B2C” (business-to-client) outreach through cold-calling and warm-calling • Utilize multi-media marketing channels to establish competitive advantages • Monitor and track general economic trends to forecast potential product pricing, promotion, and placement strategies• Conduct general marketing research to determine the potential feasibility for new products by facilitating focus groups and distributing surveys • Conduct quarterly presentations to staff to discuss market share, profits and losses, general best practices, and new marketing opportunities as derived from research/ general client feedback • Utilize “MS Office” software applications (PowerPoint, Excel, and Outlook) on daily basis to ensure all required team communications and reports are processed/reviewed Show less

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  Victoria's Secret

  Sept 2009 - Oct 2010

  Staffing and Operations Supervisor

  • Responsible for the hiring of new associates• Serve as the HR liaison for all associates• Generate and post employee work schedule using the “ACES” software • Process store payroll using the “ACES” software • Utilize the “DDS” supply ordering software to replenish any and all monthly maintenance, marketing, and operational needs• Conduct general marketing research to determine the potential feasibility for new products by facilitating focus groups and distributing surveys• Facilitate all first or group interviews and provide feedback assessments for the management team• Evaluate and review submitted applications via various software portlets • Navigate company web portals for new applicants • Provide weekly feedback to senior management summarizing recruitment results and overall retention levels • Facilitate all open house and general hiring events which included college campus visits and community center event participation • Ensure that company mandated recruitment expectations were maintained throughout holiday seasons • Facilitate any and all training workshops on a monthly basis to ensure the ongoing training and development of all team members • Utilize “MS Office” software applications (PowerPoint, Excel, and Outlook) on daily basis to ensure all required team communications and reports are processed/reviewed Show less

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  The Children's Place

  Mar 2011 - Apr 2014

  Assistant Store Manager

  • Manage an average of 15-20 associates on a daily basis • Carry out all opening and closing procedures• Oversee/execute all company merchandising expectations• Responsible for daily shipment processing• Responsible for the execution of all POS (Point-of-Sale) events including price changes, visual adjustments, marketing updates, inventory transfers, and sales-floor fixture maneuvers• Responsible for the training of all new personnel for the sales-floor, cash-wrap, and stock• Track and record all sales metrics to measure daily sales trends and to identify any and all challenges• Utilize client feedback to develop more effective marketing strategies•Conduct quarterly presentations to staff to discuss market share, profits and losses, general best practices, and new marketing opportunities as derived from research/ general client feedback• Facilitate group interviews • Conduct one-on-one interviews for all store roles • Evaluate and review submitted applications via various software portlets • Navigate company web portals for new applicants • Provide weekly feedback to senior management summarizing recruitment results and overall retention levels • Facilitate all open house and general hiring events which included college campus visits and community center event participation • Ensure that company mandated recruitment expectations were maintained throughout holiday seasons • Facilitate any and all training workshops on a monthly basis to ensure the ongoing training and development of all team members• Generate and post weekly employee work schedule using the “Staff-works” software • Process store payroll using the “Staff-works” software Show less

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  Banana Republic / Gap Inc.

  Jul 2014 - Apr 2016

  Customer Experience Supervisor

  • Manage an average of 20-30 associates• Carry out all opening and closing procedures• Generate and post employee work schedule using the “PM” (Personnel Management) software • Process store payroll using the “PM” (Personnel Management) software• Address any and all escalated customer-related issues• Provide exemplary customer service on the sales-floor in an effort to heighten the customer experience• Develop and train all newly hired personnel for the sales-floor, customer engagement, floor standards, and register functions• Conduct daily audits on payroll feasibility to determine store coverage and budget needs• Monitor the customer experience survey results and institute action plans to increase scores beyond 70% on average• Ensure that all “Omni-Channel” tools (Product ordering, shipping, and reservation hand-held devices) are effectively utilized• Audit all Omni-Channel applications to authenticate the accuracy of customer purchase records, reservation tracker reports, inventory tracker reports, and product order fulfillment reports• Conduct daily audits of “Ship-From-Store” (Customer orders processed using outside shipping companies) orders to ensure timely and accurate delivery• Monitor all “Reserve-In-Store” (Customer product reservation system) orders to ensure that they are properly recorded, retrieved, and processed• Utilize client feedback to develop more effective marketing strategies• Ensure that supply ordering and other operating expenses are kept at the quarterly minimum• Support the Customer Experience Manager in all aspects of hiring and on-boarding of new talent• Conduct weekly audits on data integrity such as shipping efficiency, register functionality, and daily sales metrics• Facilitate group interviews • Evaluate and review submitted applications via various software portlets • Provide weekly feedback to senior management summarizing recruitment results and overall retention levels Show less

• 

  America Works L.L.C.

  Apr 2016 - Nov 2016

  Literacy Trainer

  • Teach adults how to read and write (program was verified by the Department of Education)• Teach HSE (High School Equivalency) preparation courses (program was verified by the Department of Education)• Teach computer literacy courses that included all “MS Office” software applications• Teach CDL (Commercial Driver’s License) courses to assist new and seasoned drivers with the certification process; program was sponsored by the Department of Motor Vehicles• Create lesson plans• Utilize various curriculum resources• Integrate competencies, goals, and objectives into lesson plans• Utilize curricula that reflect the diverse educational, cultural, and linguistic backgrounds of the students served• Incorporate specific, measurable, behavioral objectives and timeframes• Utilize various instructional methods, including tactile, visual, and aural learning preferences• Work with students on an individual basis• Incorporate real-world context into classroom settings• Promote active classroom participation• Provide students with suggestions and feedback• Implement continuous improvement plan• Assist in the recruitment of participants, including participating in community outreach programs• Develop incentives to keep participants in class• Develop professional relationships with other agencies and programs• Utilize public library resources• Work with program coordinators to ensure initiatives are being met• Tutor students on an individual basis• Use interactive and participatory methods to empower students• Utilize Google shared drive applications to provide fellow trainers with access to newly uploaded reports, and other essential files for classroom usage • Routinely use MS Excel and other various spreadsheet programs to use as part of lesson plans and general preparation Show less

• 

  Century 21 Department Stores

  Nov 2016 - Jul 2017

  Guest Experience Manager

  • Manage an average of 40-50 cashiers, 2 managers, and 5 supervisors on a daily basis• Ensure operational excellence at all register complexes• Address any and all escalated customer-related issues• Ensure that all employees adhere to company policies and expectations• Develop and train all newly hired personnel for customer engagement and register functions• Monitor the customer experience survey results and institute action plans to increase scores beyond 90% on average• Partner with fellow Guest Experience Managers and our superiors to ensure that all guest needs are met• Partner with HR to ensure that the best potential candidates are screened and recruited in a timely manner• Utilize client feedback to develop more effective marketing strategies • Conduct one-on-one interviews of Register Complex Supervisors • Provide weekly feedback and quarterly oral presentations to senior management summarizing recruitment results and overall retention levels • Generate and post weekly employee work schedule using the “KRONOS” software • Process store payroll using the “KRONOS” software• Utilize “MS Office” (PowerPoint, Excel, and Outlook) on daily basis • Utilize Google shared drive applications to effectively and quickly communicate and send required reports to senior management team Show less

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  The Metropolitan Museum of Art

  Apr 2018 - now

  • Manager of Visitor Experience (Frontline Ops)

    Jan 2024 - now

  • Assistant Manager of Visitor Experience

    Apr 2018 - Jan 2024