Carol Houston

Carol Houston


I am a leader in customer service and retention. I manage relationships between clients, customers, employees, vendors and upper management. I've created results-driven sales training programs and I've had over 15 years experience with licensing negotiations for products and property and another 15 years in retail related industries. I've owned my own franchise business and have an "ownership" mentality.


Demonstrated capacity for recognizing and communicating customers' needs resulting in the achievement of overall goals and customer satisfaction and retention.


Experienced at developing and implementing strategic plans to build revenue and overall customer satisfaction and achieving the goals and objectives to meet these plans. Proven track record managing start-ups and managing turnarounds for established retail sales.


Exceptional capacity to motivate and mentor staff. Strong understanding of what drives employees and keen insight into their developmental needs resulted in design and implementation of training seminars and workshops resulting in better performance and consistently high levels of customer service and retention.


Ability to design marketing strategies including all collateral materials to support customer service and significant revenue increases.


Finely tuned ability to recognize challenges in difficult marketing, management and staffing situations and proven capability to identify the systems, processes and development opportunities to address and correct these problematic challenges resulting in improved operations, profitability and reduced turnover.


ITN America/Las Vegas - Steering Committee

Work History

Work History
Oct 2011 - Present

Associate Manager

Pandora A/S
Aug 2009 - Sep 2010

Visual Merchandising and Events Manager

Luxury Optical Holdings
Responsible for all merchandising, events and marketing for a chain of 54 high-end optical stores. Restructured their Customer Service division and saved the the company in excess of $100,000 a year.
Jun 2006 - Sep 2008

Account Manager

Service Sleuth

Business Development:  Responsible for evaluating the business opportunities and expanding the client portfolio of the West Coast operations of this East Coast secret shopper organization.  Observe and report on the customer service of employees in the retail, fine dining and casino industries.  Since becoming on board, gaming industry accounts have increased by 33%.  Conduct test shops, created on-line surveys and act as liaison between multiple clients and mystery shoppers.

Staff Leadership and Development:  Expand the West Coast base of shoppers, design and conduct training programs resulting in enhanced secret shopper skills and a higher level of customer service.

Jan 2008 - Mar 2008

Sales Manager

Business Development: Directly responsible for sales and profit performance. Collaborate with Senior Management to establish and achieve sales and margin goals. Merchandise classifications of high sales and profit potential. Create merchandising presentations and maintain an awareness of market trends.

Staff Leadership: Monitor employee performance and create a driving performance from everyone

Jul 2002 - Jun 2006



Business Development:  Established strong customer and community relationships with a diverse client population.  Developed and implemented innovative marketing efforts to increase market share and bottom line profits to the corporation.  Managed the business operations and staff utilizing extensive leadership, organizational and people skills to increase membership and revenues by 25%.

2000 - 2002

Specialty Retail Manager/Fashion Show Mall

The Rouse Company
Business Development:  Led expansion program which resulted in revenue growth from $1.2 million to $2.5 million with expectations of further expansion to $4.6 million by 2006.  Expanded revenue opportunities by creating more retable space and successfully prospecting for new tenants.  Doubled the number of common area vendors in one year.  Developed and implemented strategic plans which increased overall customer satisfaction.

Contract Negotiation & Tenant Relationships:  Managed all tenant relationships, leased and managed common area spaces, carts/kiosks as well as storage spaces and temporary in-line spaces within center.  Oversaw preparation of lease agreements and collection of rent payments.

Operations:  Supervised all building and maintenance services for mall expansion.

Budgeting & Reporting:  Managed the preparation of monthly status reports, budget analysis and estimates.

Profitability:  Generated over $3 million in sales annually by consistently reaching quota through product knowledge, space management techniques and surpassing expectations with product delivery, support and customer service.  Responsible for developing as well as facilitating strategic plans by creating goals and objectives to build revenue and overall customer satisfaction.

1997 - 1998

Store Manager

Umbro Co. Store

New Branch Startup:  Led all aspects of launch of a new 5000sf location.  Managed all merchandising, budgets, payroll, sales projections and inventory control.  Projected first year sales $2 million.

Staff Leadership:  Managed all aspects of staff development to ensure creation of a well run well staffed store.

Merchandising Management:  Merchandised the selling floor to maximize sales and profitability.

andising, budgets, payroll, sales projections and inventory control.  Projected first year sales $2 million.

1987 - 1994

Manager, Music Licensing

Contract Negotiation:  Negotiated with publishers and record companies for license rights, terms and fees for music in all theatrical and television motion pictures, specials, series, home videos, them park attractions and marketing's promotional films and clips.  Coordinated payments, cue sheets and negotiations for soundtrack album rights (royalty and mechanical licenses).

Program Management:  Served as worldwide liaison servicing all departments for music clearance.  Advised producers and directors on music selection for company-wide projects.

Crisis Management:  A demonstrated understanding of products and contracts in addition to an acknowledged value of integrity resulted in being utilized frequently as an expert witness for General Counsel.

Customer Service:  Implemented and controlled screenings of theatrical releases (Los Angeles and New York).

1994 - 1987

Group Sales Manager

Branch Conversion:  Played significant role in converting Broadway store into Macy's West location.

Merchandising Management:  Responsible for driving $2.5 million men's (11,000sf) fashion department.

Staff Development:  Managed all aspects of sales associates including recruiting, training and mentoring and assessing performance.  Served as co-Chair of Star Council employee recognition program.

Reporting:  Provided period sales reports to senior management.