Matthew Johnson-Hines

• Lead and develop a team of Sales Advisors and Department Supervisors, owning recruitment, onboarding, scheduling, and performance management for the department • Analyze weekly Sales & Profit KPIs alongside Visual Merchandisers and build action plans that drive results against budget • Establish and track sales and budget goals, prioritizing commercial actions that deliver measurable impact on selling • Drive the full OMNI customer experience, ensuring visual and commercial curation meets H&M global guidelines • Coach the team to consistently deliver H&M customer service standards, leading by example on the sales floor • Deliver daily team briefings and contribute to weekly Leadership Meetings on performance, culture, and training priorities • Ensure compliance with health, safety, legal, and security standards; carry out supervisory duties including corrective actions and employment decisions • Hold full store responsibility in the Store Manager’s absence, including daily opening and closing

• Led and supported a sales team as Sales Lead/Manager, reporting to store leadership while embodying the ALDO Group’s values of integrity, love, and respect • Maximized personal and store sales by promoting brand initiatives and delivering a customer-obsessed, omni-channel shopping experience • Provided ongoing training and support to team members and communicated their feedback to store leadership • Ensured brand alignment through flawless execution of visual presentation and marketing displays • Held team members accountable to company policies and procedures • Fostered a diverse, inclusive, and respectful store atmosphere in line with ALDO’s People-First philosophy

•Led and supported a sales team as Sales Lead/Manager, reporting to store leadership while embodying the ALDO Group’s values of integrity, love, and respect •Maximized personal and store sales by promoting brand initiatives and delivering a customer-obsessed, omni-channel shopping experience •Provided ongoing training and support to team members and communicated their feedback to store leadership •Ensured brand alignment through flawless execution of visual presentation and marketing displays •Held team members accountable to company policies and procedures •Fostered a diverse, inclusive, and respectful store atmosphere in line with ALDO’s People-First philosophy

• Managed online ordering services for restaurants nationwide, supporting both enterprise accounts and independent brick-and-mortar locations • Served as a first point of contact for order discrepancies, menu errors, technical and hardware troubleshooting, and delivery-service integration issues • Resolved high-volume support cases across multiple platforms, minimizing disruption to restaurants’ daily operations • Coordinated and escalated complex issues to Technical Escalations, Menu Support, Hardware Support, Billing, Retention, and Virtual Kitchen teams to drive timely resolution • Acted as a liaison between restaurant clients and internal departments, translating operational needs into actionable solutions

Managed online ordering services for restaurants nationwide, supporting both enterprise accounts and independent brick-and-mortar locations. Served as a first point of contact for order discrepancies, menu errors, technical and hardware troubleshooting, and delivery-service integration issues. Resolved high-volume support cases across multiple platforms, minimizing disruption to restaurants’ daily operations. Coordinated and escalated complex issues to Technical Escalations, Menu Support, Hardware Support, Billing, Retention, and Virtual Kitchen teams to drive timely resolution. Acted as a liaison between restaurant clients and internal departments, translating operational needs into actionable solutions.

• Supervised daily operations at a fashion retail store specializing in denim, including opening and closing and managing point-of-sale functions • Executed weekly floor-sets, promotional changes, and all visual merchandising updates in line with company standards • Supported the Store Manager across core managerial functions, including driving sales, coaching sales associates, and overseeing shipment and orders • Represented the store on conference calls with district and regional management, communicating performance and operational updates • Processed store payroll on behalf of management as needed, ensuring accuracy and timeliness

Supervised daily operations at a fashion retail store specializing in denim, including opening and closing and managing point-of-sale functions. Executed weekly floor-sets, promotional changes, and all visual merchandising updates in line with company standards. Supported the Store Manager across core managerial functions, including driving sales, coaching sales associates, and overseeing shipment and orders. Represented the store on conference calls with district and regional management, communicating performance and operational updates. Processed store payroll on behalf of management as needed, ensuring accuracy and timeliness.

• Supervised customer support for one of the first travel-aggregation platforms in the market, acquired by Concur during tenure • Led a team of 20 customer support representatives, overseeing scheduling, interviewing, hiring, and bi-weekly timecard approvals • Helped customers compare and book flights, hotels, and car rentals across an omni-channel platform, simplifying the booking experience • Managed escalation calls, resolving complex customer issues and protecting the customer experience • Partnered with two fellow supervisors to run day-to-day operations of the customer service department • Collaborated with senior leadership in weekly meetings to develop and implement new ways to innovate the support function

• Promoted from Sales Associate to Assistant Manager at a leading national footwear and apparel retailer, then transferred to the Beverly Center location in Los Angeles • Supported the General Manager in meeting all fiscal and sales goals while ensuring smooth day-to-day store operations • Opened and closed the store independently, managing point-of-sale functions, returns, and exchanges • Assisted in building employee schedules and overseeing labor to align staffing with sales demand • Trained and onboarded several new employees, building product knowledge and customer-service skills • Managed stock, markdowns, and merchandising to keep the sales floor organized and on-brand