Melissa Davis Louk

SUMMARY

Goal-oriented and dedicated manager with proven expertise in project management, training and customer satisfaction. Extensive experience in project execution, budgetary forecasting and planning, and team development. Strengths include solid communication, problem solving skills, and detail-oriented. Brings enthusiasm and determination to accomplish desired goals.

Project Management
Vendor Relations
Program Development
Operations Management
Technical Sales & Team Training
Time Management

PROFESSIONAL EXPERIENCE

SPORTS AUTHORITY, Englewood, CO2003-2009
Sporting Goods Retail Corporate Headquarters
Special Projects Manager, 2007 2009
Executed 93 Store Remodels and Store Improvements in 2008. Effectively worked with architects, engineers, developers, contractors, city officials, and regional management to efficiently and accurately achieve project objectives. Responsible for total project budgets, project bidding and negotiation, and contract execution. Proven track record of accurately completing take-offs, estimates, purchasing and invoicing within budget requirements.

Successfully partnered with the Director of Remodels in a $2.6M expansion on-time and reducing construction costs by $150K.
Created and implemented phasing schedules and calendars to actively manage projects and communication with General Contractors and district personnel to ensure all projects are completed on-time and to regional expectation.
Designed and implemented a financial report that provided real time reporting and eliminated data inconsistencies.
Received Champ Award for Q1 2008 for successfully implementing a survey process for all SI projects in 2007/2008 to manage the expectation of the client and eliminate multiple returns.
Received Team Champ Award in Q3 of 2008 for successfully completing all New Store & Remodel Openings on-time which exceeded executive expectation.

Manager of Tech Services & Rentals, 2003-2007
Maintained the Sport Services business to include a multimillion dollar capital budget, manage and train 40 SMTs supporting 425 stores, forecast, plan and initiate the rental program in 80 stores. Supported $500M in sales revenue and generated $10M in additional service/rental sales.

Created and presented the Train the Trainer program to the SMTs on all areas of Sports Service equipment and SOP, which decreased our repair costs by 25%.
Reorganized the CO2 program to a nationwide vendor saving the company approx $50K in supply purchase per year.
Received MVP Award in Q3 of 2005 for the successful implementation of the SMT program through the merger of Gart Sports and Sports Authority.
Partnered with the Design department to build new tech centers that were similar in all locations, which allowed for consistency, bulk purchasing, and audit compliance that saved approx 20% in set up costs.

GART SPORTS, Littleton, CO1998-2003
Sporting Goods Retail Region 3 Central
Senior Market Technician, 1998-2003
Facilitated training workshops for service technicians, audit compliance, rental inventory and sales goals for three districts in Colorado.

Maintain consistency in all shops by implementing random audits and checklists to ensure department operations coincide with Standard Operating Procedures; this increased audit compliance from an average of 82% to 95%.
Provide on-going price comparison with direct competitors resulting in more accurate marketing and advertised promotions from the corporate office.
Streamlined compliance with inventory control practices which allowed for sustained product turnover and dismissal of unused rental product.
Monitored supply ordering process and maintain at adequate levels which resulted in a 5% savings in annual supply costs.


VERTICAL MARKETING, Inc., Aurora, CO1995-1997
Telemarketing
Shift Manager/Trainer
Managed team of 40 TSRs to ensure all sales goals, conversion rates, and customer service expectations.

Decreased turnover rate by developing more efficient training, implementing a monitoring/coaching process with our Quality Assurance Team, and by creating new types of incentives.
Re-engineered and improved the Customer Service Department by implementing new policies and procedures that enabled better communication between the client and the agent.
Enhanced training materials and program to effectively teach the communication methods and SOP to new-hire team, and on-going education to existing TSRs.

EDUCATION / TRAINING

Bachelor of Science in Business Administration, Cum Laude
University of Colorado, Denver, CO

ADDITIONAL RELEVANT INFORMATION

Phi Chi Theta Co-Ed Business Fraternity 1998-2000

Proficient in Microsoft Office, Windows, Lawson Portal, and AS-400.
Knowledge in Retail Ideas, AutoCAD 2007, MS Project.


http://www.linkedin.com/in/mlouk