Melody Brantner

Experience

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  Calvary Church

  Aug 2001 - May 2003

  Administrative Assistant
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  Jcpenney

  Nov 2002 - Aug 2005

  Sales Associate
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  Victoria's Secret

  Aug 2005 - Jun 2016

  General Manager overseeing a team of 7 FT managers and 40+ associates in an $11M retail store. Responsible for delivering sales and CX results through collaboration between operational teams (inventory management, product lifecycle, visual merchandising, project management, facilities services) and sales teams (customer experience, product lifecycles, issue resolution) across all Victoria’s Secret brands. The KOP store location was 1 of 4 stores in the U.S. leveraged as a testing space for experimental products and merchandising strategies. This involved executive and merchant visits to review CX metrics and KPIs, including data analysis and identifying trends.• Leveraged CRM and data analysis to achieve top-performing results. Achieved top 25 performing stores, achieving all KPIs with the highest regional employee retention rate and 77% CSAT.• Created innovative service strategies (concierge service, exclusive shopping events) to drive market sales.• Operations Site Leader for new real-estate task force in all NY/NJ/PA store openings.• Awarded “Most Effective Team” in Mid-Atlantic Region for sales results and employee retention.• Responsible for all talent operations: recruiting/hiring, onboarding, training & development, performance management. Promoted 8 direct reports to supervisor and manager positions. Show less Manager overseeing a team of 40 employees in an $8M retail store. Primary responsibilities included all talent operations (recruiting, onboarding, scheduling, training, performance management), brand delivery operations (scheduling, shipment receiving, merchandising), and delivering exceptional customer experiences that maximized KPIs for each transaction (conversion, ADS/AOV & UPT, CSAT). • Increased annual revenue by 78% from $4.5M to $8M in 3 years. Achieved top conversion results in the Midwest region (47%) and CSAT scores of 75% in service and product availability.• Operations Site Leader of 5 store renovation projects in the Kansas City market.• Led the implementation of new systems: omni-channel sales, POS, and workforce management.• Developed and promoted 12 FT managers as Regional Training Manager. Show less

  • Store Manager/Customer Experience & Operations Manager

    Nov 2014 - Jun 2016

  • Store Manager

    Apr 2012 - Nov 2014

  • Assistant Store Manager

    Mar 2010 - Apr 2012

  • Department Manager

    May 2007 - Mar 2010

  • Sales Leader

    Aug 2005 - May 2007
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  L.L.Bean

  Jun 2016 - Sept 2021

  General Manager leading a team of 11 FT managers and 70+ representatives in a $15M retail store. Directed all talent operations, from recruiting, hiring, onboarding, cross-functional training strategies, and performance management to maximize seasonal omnichannel and sales demand. Leveraged trend analysis to forecast sales and budget workload to achieve goals while managing labor expenses.• Leveraged CRM insights to achieve 74% NPS results and deliver #1 operating contribution of 22%.• Regularly presented business strategies and outcomes to executives and investors.• Coordinated logistics for events programming with 5,000 annual participants, including monthly community engagement, local brand collaborations, and corporate events across four sites.• Collaborated with stakeholders to lead implementation of new software & systems: CX survey/NPS, POS, workforce management, task management, company intranet, and transition to Office 365 & Teams.• Partnered with L&D to develop and test employee training materials while serving as regional leadership trainer.• Directed large-scale hiring events to fully staff new stores opening in Mid-Atlantic region.• Developed and promoted 9 direct reports to supervisor and manager positions.• Supported corporate brand strategy by designing local event and social media content to promote brand experiences. Show less

  • General Store Manager

    Feb 2018 - Sept 2021

  • Assistant Store Manager

    Jun 2016 - Feb 2018
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  DaVita Kidney Care

  Sept 2021 - Sept 2024

  Area Manager accountable for five dialysis clinics with 120+ employees & five Operations Managers. Directed leadership development, operational support, and patient experience improvements in clinics across the Central/South Boston and Rhode Island. Facilitated the implementation of corporate initiatives, ensured CMS compliance, drove improvements in patient satisfaction and clinical outcomes, and guided daily operations for five clinics with $50M annual revenue. Regularly tracked and reported on key performance indicators (KPIs) to identify trends and adjust clinical and operational strategies accordingly. Provided regional support for BPO management (SLAs and MDAs), budget forecasting, and escalated issues.Success Examples:• Executed WFM optimization of patient and employee schedules, increasing treatment volume to >90% capacity and generating a 30% rise in annual revenue.• Leveraged clinical data, CX/physician insights, and AI modeling tools to improve clinical outcomes. Awarded four-star rating from CMS for clinical outcomes in 2023.• Directed development of a staffing plan including float and contract employees. Identified and deployed resources across multiple internal teams. Eliminated clinic staffing closures across geography and enhanced employee retention from 60% to 80%.• Directed successful value-based care pilot program, resulting in first B2B contract in state of MA.• Managed multiple projects, including the regional transition of payroll software, migration and rollout of new EMR systems, and the launch of a new employee compensation and development program.• Provided escalated support for internal and external client issue resolution. Partnered with VP of CX for first CRM launch to enhance patient experience through measurable data and feedback. • Created and presented content for leadership meetings, town halls, and training sessions.• Recipient of the Village Paradise Award for outstanding leadership in the field. Show less Facility Administrator of outpatient dialysis clinic in Boston. Oversees operations of a large dialysis clinic that serves over 190 patients through in-center hemodialysis and over 75 patients through peritoneal dialysis.- Team Selection and Development: Partner with recruiting team to identify, select, and develop a cross-functional clinical team of licensed and non-licensed positions across the Greater Boston area. - Financial Management: manage the full operational performance of the clinic, from budget adherence and expense forecasting to managing vendor relationships, supply ordering and inventory control, and monitoring compliance.- People Management: Field contact for all people needs including performance reviews, compensation planning, succession planning, human resources needs, employee training, and hiring forecasts.- Patient-Centered Care: collaborate with interdisciplinary teams onsite and remotely to provide quality care, establish and reach clinical goals, and drive quality improvement initiatives. Show less

  • Group Operations Manager

    Oct 2022 - Sept 2024

  • Healthcare Operations Manager

    Sept 2021 - Oct 2022