Deborah Hetzler Cross
1716 Ringtail Drive ● Little Elm, Texas 75068
(770) 866-2003 ● [Send email using form at bottom]

 

Seasoned retail leader with nineteen years of progressive retail experience. 
Ability to assess, design, implement, and manage learning programs to ensure they
are aligned with the current organization goals.  Recognized attention to detail
that allows for successful management of programs and initiatives. 


Leadership ● Organizational Training and Development ● Soft Skills
Training● Content Development ● Needs Assessment● New Store
Openings ● Program Management 
Management ● Sales ● Marketing ● Strategic Planning ● P
& L ● Market Expansion & Retention ● Inventory Control ● Vendor
Relations ● Promotions ● Loss Prevention
Operational Streamlining ● Problem Solving ● New Store Openings
● Customer Satisfaction



PROFESSIONAL EXPERIENCE

FRIEDMAN’S JEWELERS, Dallas, Texas; Savannah, Georgia ● 2004–2008

Director, Sales Operations: Developed field operations, training and sales
initiatives from conception to implementation and delivered sales and product
knowledge training to field to improve the overall sales performance.  Assessed,
designed, implemented, managed and evaluated learning programs in alignment with
current organization values.  Developed Leader’s Guides, Participant Guides and
hand outs for Quarterly District Manager/ Store Manager Meetings and roll outs of
new initiatives.  Evaluated outside training vendors and materials to ensure
alignment with organization values and training methods.  Designed and
implemented sales incentives and recognition program for all levels of the
organization.  Successfully managed several programs to bring $ 50 million
additional revenue each year to the organization:  grass roots marketing, special
order loose diamonds, Restyling Events, repair program, and product protection
plans. 
•	Exceeded company expectation for the protection plan program by 30% initially
and continued to consistently exceed expectations by Associate Training,
incentives and keeping the program top of mind to all levels of the
organization.
•	Grew Restyling Event business from $2,000 per Store average to $5,000 per
Store Average in two years by redesigning the program, updating the training and
constant monitoring of preparation and results.
•	Established Quarterly District Manager/ Store Manager Meetings that focused on
selling and operational topics so that all programs were reinforced regularly.

JOANN STORES, Kennesaw, Georgia ● 2003–2004

Store Manager: Hired, trained and developed Associates in a 7.0 million dollar
store. Coordinated remodel of craft department of 5 Stores in District.  Assisted
Stores in the District with Inventory Control issues. Trained new Store Managers
and Assistants in District.  Point person who rolled out new programs to the
District.
•	Maintained profitable Store and earned maximum bonus by carefully monitoring
all aspects of the profit and loss statement.
•	Achieved inventory results above company expectations by training all
Associates to following the proper operational procedures.


Deborah Hetzler Cross ● Page 2 ● [Send email using form at bottom]


Barnes and Noble, Buford, Georgia ● 2002-2003
.
Store Manager:  Hired, trained and developed Associates.  Maintained the right
mix of inventory.  Completed several merchandise set changes.  Effectively
managed the profit and loss statement.  Drove the loyalty program and gift card
promotions.  Coordinated local events with the community.
•	Achieved customer shop scores above the company average by clearly stating
expectations to all Associates and constant training and coaching for
improvement.
•	Achieved inventory results above company expectations by training all
Associates to following the proper operational procedures.

OFFICEMAX, Kennesaw, Georgia ● 1991-2002

Store Manager (2000-2002): Hired, trained and developed Associates in store. 
Coordinated opening of a New Store.  Assisted Stores in the District with
Inventory Control issues. Trained new Store Managers and Assistants in District. 
Point person who rolled out new programs to the District.  Mentored four Store
Managers in District while operating my own Store.
•	Maintained profitable Store by monitoring all aspects of the profit and loss
statement.
•	Consistently achieved inventory results above company expectations by training
all Associates on proper operational procedures.
•	Implemented daily scanning of outs to ensure accurate counts and in stock for
Customers thus increasing sales.

Manager of Training – Eastern Division (1999-2000): Developed a new program that
delivered Soft Skills Training. Assessed, designed, implemented, managed and
evaluated learning programs in alignment with current organization values. 
Conducted Train the Trainer Sessions.  Conducted reviews of trainers and Store
visits to review implementation of programs.  Responsible for thirty seven
trainers throughout the eastern division.
•	Training was delivered to approximately 1,776 managers throughout the year.
•	Turnover decreased throughout the organization.

Regional Field Operations Trainer (1996–1999): Implemented and managed all new
training programs for the company.  Conducted Train the Trainer Sessions on all
new programs and initiatives. Coordinated the opening of 20 new Stores and
training of Associates throughout the country including St Thomas and Puerto
Rico.  Conducted operational and loss prevention audits and assessments to ensure
successful audits and inventories.  Reviewed all Store Operations policy and
procedures before distribution to the field.  Assisted in the development of the
Training Store Program.  Researching inventory discrepancies and resolving
inventory issues.  Managed seven trainers throughout the Southeast and operations
in two Districts.
•	Successfully managed the opening of four new Stores at one time by careful
planning and organization.
•	Assisted in the graduations for five Stores from a high shrink program by
training and monitoring all Associates on the proper policies and procedures.
•	Increased audit scores in my area above the company expectation by conducting
random audits and training for operational improvement.
•	Increased inventory results over the company expectation and contributed to a
significant increase to the bottom line.
Additional positions with OfficeMax (1991-1996) included cashier, phone order,
inventory control supervisor, Receiving Manager and Customer Service Manager.

EDUCATION
Arizona State University, BS Marketing, 1995