lori brusa

Privately owned retail product and sales company experiencing double-digit growth through legacy product sales, product line acquisition and innovation.  Evaluate, develop and implement process improvement plans resulting in enhanced cross-functional team communications, time-to-market, workflow effectiveness and customer service ratings.  Project planned and lead the implementation of a full-scale ERP/MRP system establishing SOP’s and protocols streamlining workflow and improving departmental efficiencies.  Conduct systems and process training, including the development of process and systems training documents.

Contracted vendor sales force for major beauty industry product lines and system solutions support.  Refined the organizational structure focused on improving quality customer relationships and experience.  Managed the HR functions including the evaluation and implementation of employee benefit offerings, development and rollout of an employee handbook, and executed employee performance improvement mentoring programs.  Created a success platform engaging sales staff in bi-monthly training to improve their skills and success.  Developed and monitored on-board training program for technical support call center decreasing time to independence and improving knowledge base.  Established an ongoing call center skills growth training program forming a tiered approach to triage and escalation of calls to knowledge holders and creating a growth path for employees.  Conducted Microsoft Office training.  Project management responsibilities included: website launch, phone and computer infrastructure set-up, contract negotiation and on-boarding of vendor relationships.

*  Acted as company in-house point person strategically directing the merger process of Mario Tricoci Hair Salons and Day Spas with Red Door Spas which grew from 26 to 279 salons and two corporate offices and executed on a private equity firm major investment. *  Directed the day-to day corporate operations during an expansion period organically growing from 9 to 26 locations. *  Streamlined central warehouse operations by improving order and delivery processes, reducing investment in warehoused inventory and increasing availability of frequent turn items. *  Developed and implemented a centralized call center for appointment scheduling, reducing associate costs and increasing accuracy and guest satisfaction. *  Contributed to the development of and conversion to a company-owned appointment scheduling and POS system. *  Facilitated the construction and set-up of new salon build-outs. *  Designed and directed a front desk and systems training program for receptionists.

* REGIONAL TRAINING MANAGER (1990-1994) * EDUCATION SALES REPRESENTATIVE (1988-1990) * FULFILLMENT OPERATIONS ASSOCIATE (1983-1988) *  Participated in a company-wide initiative to reinvent sales staff training, resulting in the development of a performance-based training structure. *  Participated in driving the initial revolution of utilizing emerging computer technologies in education and small business markets. *  Designed and implemented a sales briefing center showcasing technology integration in a K-12 environment. *  Developed an automated return processing system for the fulfillment center improving accuracy and timing.

National Honors Society, Salutatorian Activities and Societies: Student Council,Foreign Exchange Student,Marching Band

American Management Association: Project Management, Managing Chaos, Performance Management Disney Institute: Business Excellence Anthony Robbins: Unleash the Power Within Franklin Covey: Leadership Program

Took classes to further my understanding of accounting and business principles.