Detroit, MI / 2024-04 - present
Assistant Retail Manager
Delaware North - Team Store, Little Caesars Arena
- Co-lead daily operations and financial reporting for a high-volume arena retail store serving 18,000-guest event nights across NHL, NBA, PWHL, and concert schedules.
- Supervise, schedule, and train a team of 50 unionized associates and leads; staff to event demand and validate task completion.
- Own escalated guest resolution across in-store, phone, and online channels for an e-commerce storefront, including billing disputes, defective-merchandise exchanges, and international shipments.
- Lead the store's guest-service program using the SERVE framework (Sincere apology, Empathize, Resolve, Verify, Exceed) and coach associates on fit guidance and guest recovery.
- Run concert-night merchandise operations end to end: count-out to remote stands, live replenishment, count-in, and settlement with touring merch reps.
- Manage inventory control in NetSuite SuitePOS/ERP, including cycle counts, stock audits, supplier coordination, and jersey inventory exposure tied to roster changes.
- Design and lead location-specific associate training covering policy, safety, sizing, and event-day procedures.
- Execute in-store events, limited souvenir drops, pop-ups, and boutique-style displays in partnership with marketing and the Ilitch Sports + Entertainment creative team.
Plymouth, MI / 2022-08 - 2024-04
Associate Application Developer
Bosch
- Completed a 12-month US DOL registered apprenticeship in software development while contributing to a successful hardware module launch.
- Debugged and resolved software defects, participated in code reviews, and authored technical documentation that streamlined team onboarding.
- Worked in Agile sprints, contributing to planning and backlog grooming to hit delivery deadlines.
Billings, MT / 2020-01 - 2022-07
Retail Sales Manager
REI Co-op
- Helped open the new Billings store during COVID-19, hiring and onboarding an entirely new staff and standing up inventory processes ahead of the July 2020 opening.
- Served as acting Store Manager during the Store Manager's sabbatical.
- Led hiring, onboarding, coaching, and performance improvement plans for a sales floor of 40 associates and leads.
- Grew store fulfillment rate from 89% to 98% year-over-year, ranking #1 company-wide and improving customer satisfaction.
- Partnered with Asset Protection to redesign procedures, cutting shrink 6% year-over-year.
- Led physical inventory, delivering 10% labor savings through streamlined planning and execution.
- Built daily sales, labor, and membership tracking with the Store Manager that gave the store year-over-year comparisons for annual budget planning.
Northville, MI / 2019-07 - 2019-12
Retail Sales Manager (Temporary)
REI Co-op
- Served as store point person for a full-store remodel, coordinating between staff, the headquarters construction team, and contractors, with a feedback channel that kept the whole team involved.
- Coached associates on policy, sales technique, and co-op values, and carried out performance plans and terminations when coaching fell short.
- Used store KPIs to find sales opportunities and focus the team on them.
- Ran the end-of-year physical inventory, finding budgetary savings through creative scheduling and proactive planning.
Northville, MI / 2017-11 - 2019-07
Sales Lead, Key Holder
REI Co-op
- Built a Personal Outfitting Experience into an appointment-driven service line, generating 60 bookings and $37k in revenue in its first quarter.
- Led two major floor-set changes, the Impulse Queue rollout and the Climb Clothing test, driving 18% and 43% year-over-year sales increases for March.
- Designed and delivered a six-day Product of the Week huddle curriculum that turned product training into sales-ready knowledge.
- Opened the store as Key Holder, ran morning huddles and break schedules, and led the 2018 physical inventory team.
- Mentored associates on core competencies and personal goals, developing sales staff into Sales Lead roles.
Ann Arbor, MI / 2016-07 - 2017-11
Retail Sales Specialist
REI Co-op
- Cross-trained in customer service, stock room, store inventory fulfillment, and bike shop assembly; trained incoming customer service associates.
Gibraltar, MI / 2011-01 - 2016-07
Sales, Parts, and Service Manager
Damark Marine
- Managed service and repair orders, procurement, and a parts inventory of more than 10,000 SKUs to ensure timely customer service.
- Onboarded a second major engine supplier, expanding service offerings and increasing sales.
- Implemented a POS system change that reduced paperwork and improved inventory management efficiency.