Vice President Retail Operations in Puerto Rico Resume Daphne Aponte
Daphne Aponte is an accomplished, Fully Bilingual (Spanish and English) Leader with record of increasing profitability and improving customer satisfaction. Daphne is a Retail Operations Executive leading business managers with a global leader in Retail Luxury/Fashion Eyewear and Sunwear.
DAPHNE APONTE P. O. Box 191448, San Juan, Puerto Rico 00919-1448 email@example.com (787) 362-5505 http://www.linkedin.com/in/daphneaponte/en EXECUTIVE BUSINESS DEVELOPMENT & OPERATIONS OPERATIONS RETAIL FRANCHISING DISTRIBUTION TEAMBUILDING Accomplished, Fully Bilingual (Spanish and English) Leader with record of increasing profitability and improving customer satisfaction. Retail Operations Executive leading business managers with a global leader in Retail Luxury/Fashion Eyewear and Sunwear. Combined knowledge with outstanding services, retail operations management, development and customer service experience. Possesses strong strategic market and competitor knowledge with outstanding systems and process evaluation talent to ensure optimum process alignment and efficiency. International experience, outstanding team builder, leader, mentor with excellent communication skills. Able to create, manage effective geographically dispersed teams and unit efforts toward common culture and goals. OPERATIONS MANAGEMENT INTERNATIONAL BUSINESS BUSINESS DEVELOPMENT FRANCHISE DEVELOPMENT/ OPERATIONS STRATEGIC PLANNING MARKET ANALYSIS STARTUPS/RESTRUCTURING TEAM LEADERSHIP CHANGE MANAGEMENT FINANCIAL ANALYSIS TERRITORY MANAGEMENT NEGOTIATIONS CUSTOMER SERVICE TRAINING/DEVELOPMENT PROFESSIONAL EXPERIENCE LUXOTTICA, Mason, OH, 2007 - Present World’s largest retail eyewear and Optometry Services Company owning major brands including Pearle Vision, LensCrafters, Ray-Ban and Oakley; as well as manufacturing eyewear for leading designer brands. Revenues of $7.83B and 62,000 employees worldwide. Director of Retail Operations, Pearle Vision - Puerto Rico/Caribbean, 2008 – Present Led all business operations for Pearle brand, throughout Caribbean region, including 18 corporate offices and nine retail franchise locations in Puerto Rico, and four retail franchises in the Caribbean; with total regional revenues of $25.3M. Twenty five direct reports with a total staff of over 200. P&L responsibility for brand’s performance, including sales goals, marketing strategy and all operations oversight. Focus on profitable expansion through creation, development of outstanding store operations and sales teams firmly committed to operational excellence, customer service and financial targets. Led store with #1 sales volume among 25 Luxottica Pearle Vision regions, growing sales from $3M to $4.1M/year. Brought Puerto Rico/Caribbean region to second-place sales volume corporate-wide out of 25 regions with total yearly sales of $19.2M and franchise volume of $6.1M Achieved regional comp sales of 100.7% in 2009, 101.1% for 2010 and 101.9% for 2011. Implemented DMA segmentation methods to allow store managers to grown SOP by 11.3% in 2011 versus 8.6% in 2010 and by 13.4% in 2009 versus 6.5% in 2008. Grew profit margin by 100% by cutting shrinkage from 4% to just 1.2%, headcount reduction, cost control and minimizing A/R outstanding and writeoffs. Far surpassed company goal for “Net Promoter” scores to 80% and “Customer Loyalty” scores to 91% for region versus company goal of 60% and company average of 58% through holistic focus on customer experience. Organized and led multiple successful multi-regional company conferences including Southeast Territory meeting and Luxottica One Sight Foundation charity clinics. Recognized for achievements and talents by: 2012 Optometric Choice Award – Revista Buena Vida; 2011 SOP Improvement Award; 2010 and 2008 Director of Operations award and G4 Achievement award for outstanding sales/service. DAPHNE APONTE firstname.lastname@example.org PAGE TWO SPECIAL PROJECT, PROJECT ANDES 2012, Luxottica Latin America – Santiago, Chile Director of Retail Operations, Pearle Vision - Puerto Rico/Caribbean A high-powered team of handpicked Top Regional Managers from Luxottica Retail Businesses, around the World, had a Two-week assignment in Santiago, Chile; acting as “Store Operations Consultants” developing specific operational recommendations for the new Latin America Luxottica Team Director of EyeCare Operations, Luxottica, 2007 - 2008 Responsible for all optometry service delivery in Puerto Rico. Led 60 optometrists across 26 corporate and 13 franchise locations for Pearle Vision and LensCrafters retail operations. Focus on exceptional customer experience and quality of services through application of best practices and management tools including deployment of Optomap technology, exceptional attention to sales team training and implementing customer service-oriented culture for flawless customers’ purchase experience. Drove 1.1% 2008 regional comp sales increase for $1.8M in additional revenues thanks to outstanding new sales team training and deployment of new laser scanning technology (Optomap). Added additional $20,000 or 28.3% in revenue in six months from implementation of Optomap system. INTERAMERICAN EYE INSTITUTE, San Juan, Puerto Rico, 2000 - 2007 Leading professional training and development organization for optometric professionals with a wide network of clinics allowing new optometrists to practice their skills, while providing low-cost eye care to San Juan residents. Business Operations Consultant Operations consulting role concurrent with other roles. Focused on improving insurance coding and managed care billing systems for better billing accuracy and revenue capture and implementation of new data management systems to meet HIPAA regulations. Designed new billing/coding system to accommodate insurance and managed care billing that increased revenues by 15% in first year by opening up new payer sources for institute services. LUXOTTICA, PEARLE VISION, Carolina, Puerto Rico, 1990 – 2007 Number two ranked outlet in Caribbean region with sales of $1.2M serving San Juan metro area with staff of 15. Staff Optometrist Staff optometrist for high-volume retain store. Key in growing sales by 50% to $1.2M/year and increase exam index to 1.3%. Responsible for examining eye and ocular adnexa. EDUCATION AND AFFILIATIONS Doctor of Optometry Degree, IAU School of Optometry, San Juan, Puerto Rico Bachelor of Science Degree, Biology (magna cum laude), University of Puerto Rico, San Juan, Puerto Rico Puerto Rico Boards of Optometry, License #271 Puerto Rico Certified Optometrist, License #0037 One Sight RVP Brand Leader, 2010 – present Pearle Vision Foundation of Puerto Rico Inc., President and Chairman of Board, 2005 – Present One Sight Foundation Clinic Leader, 2005 – Present Past member Pearle Vision Quality Assurance Committee and Optometric Advisory Panel