Results-driven operations professional with a strong track record in retail and insurance environments. Expert at streamlining workflows, implementing system improvements, authoring clear procedural documentation, and managing day-to-day store and service operations to boost efficiency and customer satisfaction.
Assistant Store Manager — The Seattle Shop / Seattle Shirt Co.
May 2023 – Nov 2025
- Customer service: Welcomed customers and handled sales, returns, and exchanges with accuracy and a focus on positive experiences.
- Merchandising & inventory: Monitored sales trends to plan inventory purchases, restocked displays, and ensured pricing and signage were accurate and up to date.
- Cash & store operations: Managed opening and closing procedures, performed cash reconciliation and bank deposits, and maintained daily operational checklists.
- Loss prevention: Implemented loss‑prevention practices, trained staff on security policies, and enforced procedures to reduce shrink.
- Team leadership: Delegated daily tasks, coached employees on performance and customer service, and collaborated with management to streamline workflows and improve store efficiency
Customer Service Training Mentor — Wawanesa Insurance
Feb 2013 – Aug 2022
- Designed and delivered new‑hire onboarding and role‑specific training, creating materials and runbooks to accelerate ramp time and ensure consistent service standards.
- Coached agents on performance metrics and KPIs, providing regular one‑on‑one feedback and targeted coaching plans to improve accuracy and productivity.
- Served as a subject matter expert for policy and process questions, supporting cross‑departmental needs and contributing to knowledge‑site content.
- Led the migration to a web‑based training manual and participated in User Acceptance Testing (UAT) to validate updates and workflows.
- Managed billing research and payment posting tasks and developed productivity tracking tools to help supervisors monitor team performance and identify improvement opportunities.
Insurance Sales Agent — The Hartford
Feb 2012 – Jun 2013
- Provided quotes and coverage counseling to AARP members.
- Cross‑sold homeowners and auto insurance products.
- Ensured compliance with underwriting and eligibility guidelines.
Credit Order & Operations Support — Verizon Wireless
Apr 2000 – Jul 2011
- Reviewed and updated processes with national teams to improve productivity; maintained department databases and communications.
- Participated in UAT and supported supervisor duties including escalations and coaching.
- Assisted sales and fraud teams with credit screening and order activations; managed back‑orders and business accounts.
Education
Academic credentials, professional training, and continuing education relevant to web design, operations, and insurance.
Information Technology Web Design – University of Phoenix – Tukwila, WA
- Focused on web design fundamentals and practical front‑end skills used for site builds and editor workflows.
Fashion Design & Visual Merchandising – International Academy of Design & Technology – Tukwila, WA
- Training in visual design, composition, and product presentation that informs e‑commerce and merchandising work.
Property and Casualty Training – Mike Russ Financial Training – San Diego, CA
- Professional insurance training covering property and casualty principles used in customer service and sales roles.
Real Estate Coursework – Kaplan Real Estate School – San Diego, CA
- Completed real estate coursework relevant to licensing and property transactions.
Tools & Skills
- WordPress — content management and site publishing.
- Adobe Dreamweaver — HTML/CSS editing and template work.
- Adobe Photoshop — image editing and visual production.
- Adobe Illustrator — vector graphics and iconography.
- Microsoft 365 — documentation and collaboration.
- SharePoint OneNote OneDrive — internal documentation and file sharing.
- Acrobat Pro Audition — PDF production and audio editing.
- AI tools and workflows — content generation, image assistance, and productivity automation.