Suzanne Cowden
Palmyra
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
Work History
Associate Executive Director
Sunrise Senior Living
Charlottesville, VA
05.2023 - Current
- Led operational initiatives to enhance resident care and improve overall service quality.
- Mentored and trained management staff, fostering a culture of excellence in service delivery.
- Established effective communication channels among departments, promoting teamwork and transparency across operations.
- Managed budgets and financial reporting, ensuring optimal allocation of resources and fiscal responsibility.
- Conducted regular performance evaluations for staff members, providing constructive feedback aimed at improving individual competencies as well as overall team productivity.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Store Director
J Crew Factory
Charlottesville, VA
10.2022 - 03.2023
- Recruited, interviewed, and trained employees to prepare for new store opening
- Created schedules and monitored payroll to remain within budget
- Delegated work to staff, setting priorities and goals for optimal results
- Oversaw efficient receiving and inventory management to keep stock within appropriate levels
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Supervised associates through planning, assignments and direction
- Led team to achieve top sales performance in the Brand for the month of February 2023
- Cultivated culture of empowerment to help employees meet customer needs
- Developed part time associate to be promoted to part time Assistant Manager after less than 60 days in position
- Consistently met and exceeded customer loyalty/credit card goals
Multi-Unit General Manager
Talbots Inc.
Richmond, VA
09.2017 - 10.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Coordinated work of 25+ employees by offering clear direction and motivational leadership.
- Cultivated culture of empowerment to help employees better meet customer needs with minimal oversight
General Manager
Soft Surroundings
Richmond, VA
06.2014 - 09.2017
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments and direction.
- Recruited, interviewed and hired qualified staff for open positions.
- Administered employee discipline through verbal and written warnings.
- Oversaw statewide merchandising benchmarks to maintain operational excellence.
- Steadily increased revenues through strong focus on customer service, excellent merchandising, and teamwork to end 2015 at +6% to plan and +12% to comp.
- Assist in new store opening as Front end Support, Operations Support, POS trainer and Post Opening Support Specialist for eight of the last 12 stores opened.
- Lead Visual Brand Presentation Strategy training for new store managers in partnership with the Corporate Visual team
General Manager
DSW
Fredericksburg, VA
07.2013 - 06.2014
- Led employee evaluations with constructive feedback to boost performance.
- Taught alertness and security tactics to reduce theft and losses.
- Created schedules and monitored payroll to remain within budget.
- Guided management and supervisory staff to promote smooth operations.
- Supervised employees through planning, assignments and direction.
- Recruited, interviewed and hired qualified staff for open positions.
- Trained employees on duties, policies and procedures.
General Manager
Coldwater Creek
Fairfax, VA
11.2007 - 06.2013
- Coach and develop Legendary customer service standards, flawless store processes and human resource management
- Consistently met and exceeded store sales plan delivering top sales performance in the Southeast Region
- Through consistently driving metrics, improved store performance from the bottom 20% to the Top 10% in Company rankings
- Recruited, hired, and trained staff for new store opening process in Spotsylvania Towne Center location
- Tracked monthly sales to generate reports for business development planning.
- Maintained the Brand standard through flawless execution of corporate visual directives, as well as leading District Visual training in conjunction with Regional Visual Manager
Education
Bachelor of Science - Business Administration Marketing Management
Old Dominion University
Norfolk, VA12-1993
Skills
- Customer Loyalty/Engagement
- Inventory Management
- Budgeting/Forecasting
- Payroll/Labor control
- Human Resources/Talent Management
- Visual Merchandising/Presentation
- Training/Mentoring/Coaching
- New Store Openings
- Supervision & leadership
- Relationship building
- Decision-making
- Omni-channel fulfillment
Timeline
Associate Executive Director
Sunrise Senior Living
05.2023 - Current
Store Director
J Crew Factory
10.2022 - 03.2023
Multi-Unit General Manager
Talbots Inc.
09.2017 - 10.2022
General Manager
Soft Surroundings
06.2014 - 09.2017
General Manager
DSW
07.2013 - 06.2014
General Manager
Coldwater Creek
11.2007 - 06.2013
Bachelor of Science - Business Administration Marketing Management
Old Dominion University