Caitlyn Tucker

• Schedule, mentor, and coach around 40 outfitters. Provide outfitter development. Manage the Hunting, Archery, Fishing, Marine, and Firearm Departments.
• Subject matter expert with firearms compliance to ensure ATF, state, local laws, and company policies and procedures are adhered to. The health rating of our FFL has gone from a "critical" status to an "at risk" status while under my supervision this past year. I will continue to work towards achieving a "good standing" rating on our next internal audit.
• Assist the Co-Manager with any additional tasks and responsibilities that are delegated and assigned, currently this includes managing the club membership department and all the associated responsibilities.
• Establish departmental goals and KPIs; Firearms and Hunting are the top performing departments for the club membership program in the store.
• Open and close the store, which includes "Manager on Duty" shifts.
• Manage and provide resolution for both internal outfitter complaints / concerns and customer complaints while providing legendary customer service.

During MOD shifts, I am primarily responsible for;

• Handle escalated customer complaints while providing legendary customer service.
• Perform final checks for 4473 paperwork prior to transferring firearms.
• Check firearms shipment paperwork.

Continue to manage Front End responsibilities.

• Cash office opening procedures utilizing Veribalance program.
• Plan coverage for cash lanes and customer service desk for breaks and lunches.
• Create task sheets for cashiers and customer service to complete during shift.
• Mentor and retrain outfitters on KPI metrics. ie. phone number collection, gear guard, and club membership program.
• Maintain knowledge of store standard operating procedures and policies.

• Complete payroll for sales associates utilizing Paycor program, and any other assigned HR responsibilities.
• Schedule instructors and store staff members for teaching classes and store coverage.
• Handle customer and employee complaints / concerns.
• Work the negative report daily to maintain inventory with accuracy.
• Maintain company's social media platforms and website call center.
• Order merchandize and work directly with the vendors.
• Maintained $1.2 million in sales per year.