Adela L.

Trudel
Houston, TX | 843.452.0138 | adelatrudel@gmail.com

Objective
Accomplished Area Sales Manager and Training Content Developer with over 13 years experience in a
multi-billion dollar bedding corporation. Seeking to use background in customer service (internal and
external), inventory management, operating procedures, technology training, and MS. Creative
problem solver, analytically driven, dedicated employee, successful training specialist, and excellent
customer service manager.

Skills & Abilities

CUSTOMER SERVICE
As a Project Manager, managed all intake forms, current state updates, and closing of requests for
multiple projects simultaneously
Customer Service point of contact for multi-million dollar market, successfully rectifying and defusing
customer issues that were escalated and could not be remedied at the store level
Operated FAQ email inbox during 2 year point of sale conversion for over 7,000 employees. Email
inquiries were answered via email or phone with no more than a 24 hour turnaround. By project
close over 6,000 emails were successfully replied to on topics including technology issues, system
bugs, workarounds, incorrect credentials, how-tos, operating procedure queries, system feedback,
in-person training logistics, and open order data pulls

TRAINING
Led all sales onboarding training associates guaranteeing paperwork was submitted correctly,
scheduling was handled timely, and associates would effectively complete all tasks during four week
session and would pass final exam
Co-designed, edited and implemented all training materials for new point of sale rollout. This
included a 400 page technical user manual, workaround and bug fixes one-pagers, FAQs, recorded
video modules, and live webinars for operations, sales, and leadership
Executed all required training for sales market. Monthly meetings to discuss new sale
implementation, change in operating procedures, new product lines, technology changes, key market
metrics, and more
Facilitated weekly store visits to address and coach on current statistics of key business areas such as
margin, accessory attachment rate, inventory levels, ticket average, percent to budget, and closing
ratios

INVENTORY CONTROL
Utilizing company intranet, excel spreadsheets, and great rapport with warehouse managers,
managed all outlet inventory for multi-million dollar, multi-store market
Tracked old pieces and created plans to move them more quickly
Tracked total dollar value vs total count of pieces per store and compared against stores
overall revenue to stay within desired thresholds
Coordinated all ordering and transportation of market to market transfers of outlet inventory
Worked with managers to guarantee that each piece was in impeccable shape, and was coded
and tagged correctly
Supervised all store inventories of all products, completed inventory audits, researched inventory
issues, and performed all inventory corrections during monthly inventory counts

MICROSOFT OFFICE/SOFTWARE
Extremely knowledgeable in the Microsoft Office suite including Excel, Word, Power Point, Outlook
and Publisher
 Comfortable with pivot tables, graphing, report outs, analyzing data, reformatting, and a multitude of
excel functions
Familiar with Visio, Camtasia, Mobizen, Adobe Connect, Wrike, Sharepoint, and Captivate

Experience
PROJECT MANAGER | MATTRESS FIRM, INC | MAR 2015 OCT 2016
Served as a Project Manager obtaining senior management buy-in and leading cross-functional team
to implement and manage business change initiatives
Facilitated change request and release process, ensuring all scope controls were maintained.
Followed a hybrid lifecycle to ensure all deadlines and milestones were met
Utilized Excel and Project Management software to track all deliverables. Created weekly status
updates for all stakeholders and management

COMMUNICATIONS COORDINATOR AND CONTENT DEVELOPER | MATTRESS FIRM, INC | AUG

2012 MAR 2015
Oversaw planning, and implementation of strategic training and development opportunities for over
1,000 leaders and 6,000 associates for all sales and operations associates nationwide on company
conversion to new point-of-sale system
Trained and educated internal and external stakeholders on benefits and process to obtain buy-in
Developed processes that reduced operational expense for both the company and their customers
Conducted live webinars to support sales associates throughout conversion process
Co-authored curriculum for team that delivered onsite training at each location nationwide

AREA MANAGER AND STORE MANAGER | MATTRESS FIRM, INC | AUG 2003 JULY 2012
Led, promoted, and executed Mattress Firm company programs
Oversaw eight stores, ensuring alignment with companys strategic goals at each location
Procured adequate training and development opportunities for new and part-time employees
Managed outlet inventory for entire market
Main contact for escalated customer service issues

ANIMAL RESCUE VOLUNTEER | ADOPT-A-RESCUED FRIEND, HOUSTON| JAN 2013 PRESENT

Co-authored Foster Parents User Manual
Hosts adoption events and fundraisers
Handles various administrative duties including application processing
Coordinates transportation for dogs when needed
General support to directors

Education
HTML5 Course; Udemy.com 2017
Captivate 9 Course; LinkedinLearning.com 2016
ADDIE Adult Learning Theory Certification; Udemy.com 2016
Advanced Excel Course; GCFLearnFree.org 2012
HS Diploma; Bridgewater-Raritan High School 1997

*References available upon request

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