SoHo, integrating cutting-edge technology and member-centric design.
• Managed the first-to-market rollout of over 5,000 mobile phones to retail stores, enhancing customer interaction and service quality.
• Directed comprehensive IT projects and operational initiatives, including a high-impact RFID integration improving inventory accuracy across major brands.
• Other projects consisted of opening new forms of communication for our stores, improving customer experience and ownership of all products and service rollouts.
• Ensured smooth rollout of a Mobile POS solution across 520 stores, optimizing transactions for peak sales, and managed all IT requirements for new store setups and remodels.
• Owned and maintained all support process documentation, training materials, user guides, and best practices in conjunction with operational standards.
• Implemented Office Suite across all locations, boosting store-to-support communications and leveraged KPI analysis to refine product strat

duplicate incidents to mitigate charges.
• Collaborated closely with the Local Product Lead and Product Teams as they implemented rollouts of global products.
• Managed vendor meetings coordinated incident resolution for major incidents and facilitated cross-departmental partnerships.
• Invented the most recent Ways of Working with a focusing on resolving issues, rather than just closing tickets.
• Paired with Local Product Lead to initiate and roll out an O365 initiative which is the backbone of launching O365 for store teams

of trends and insights, facilitating clearer interpretation and decision making for stakeholders.
• Created and maintained all training materials regarding Security and Fraud.
• Collaborated closely with IT, sales, and store operations to enhance register routines, significantly boosting operational efficiency across store networks.
• Introduced Power BI as a transformative tool for the department, enhancing data visualization capabilities, and enabling more informed, data-driven decisions.
• Synthesized disparate information via detailed notetaking to present in clear detail, data, and solutions.
• Took on additional responsibilities during the pandemic to address emerging operational gaps, showcasing flexibility and a commitment to organizational continuity under pressure.
• Analyzed large datasets to identify trends, patterns, and correlations for business insights.

and IT, leading trend analysis and updates to register routines and administrative documentation.
• Managed comprehensive POS rollout projects, ensuring alignment with IT specifications and business objectives.
• Spearheaded the editing and ongoing maintenance of the register training manual, ensuring all operational communications to stores were accurate, clear, and effective.
• This role was crucial in standardizing operations and enhancing staff training across all store locations.
• Fostered strong relationships with Security and other departmental teams to enhance operational excellence.
• Played a key role in conducting system software testing, focusing on routine compliance enhancements to bolster security measures.
• Coordinated with IT and Security to implement software updates and enhancements, improving system reliability and compliance with operational standards