Joya Upkins
Greensboro
Summary
Results-driven retail and guest experience leader with proven success in elevating store performance, coaching high-performing teams, and enhancing customer satisfaction. Skilled in visual merchandising, operational excellence, and driving sales outcomes through strategic floor leadership and impactful guest interactions. Recognized for adaptability, strong communication, and the ability to create engaging, guest-centered environments while supporting team development and store-wide initiatives.
Overview
6
6
years of professional experience
Work History
Guest Experience Lead
lululemon
Greensboro
10.2024 - 11.2025
- Managed daily floor operations and acted as Supervisor on Duty, driving guest experience and supporting teams of 2-10 to consistently meet or exceed daily sales targets.
- Improved team engagement and elevated guest interactions through real-time coaching and clear communication.
- Provided actionable insights for hiring, scheduling, and performance evaluations.
- Coached team members in guest engagement, operational excellence, and product education.
- Used business reporting tools (X-Store and PowerBI) to deliver monthly business reviews demonstrating personal impact on store performance.
Visual Merchandising Specialist
lululemon
Winston-Salem
05.2024 - 10.2024
- Executed elevated, brand-aligned visual merchandising strategies to enhance guest experience and increase product sell-through.
- Delivered in-the-moment training to team members on brand standards, product placement, and visual presentation.
- Supported leadership in maintaining consistent floor presentation and a collaborative team environment.
Assistant Store Manager
Barnes & Noble College
High Point
07.2023 - 05.2024
- Directed daily store operations in partnership with the Store Manager, improving workflow efficiency, and supporting consistent sales performance.
- Streamlined task delegation for a team of seven, increasing on-time task completion, and enhancing customer service delivery.
- Trained and coached new hires and existing staff to strengthen product knowledge and sales engagement.
- Resolved customer and employee concerns promptly, contributing to a more positive store environment.
Lead Teacher
Little Ones Children's Center
Greensboro
11.2022 - 05.2023
- Created a nurturing and developmentally aligned environment for infants and toddlers.
- Engaged children through structured play, verbal interaction, and individualized care routines.
- Maintained parent communication and consistency with established daily schedules.
Educator
lululemon
Winston-Salem
08.2022 - 05.2023
- Provided personalized product education to guests, ensuring a premium in-store experience.
- Supported daily operations and contributed to cohesive visual merchandising execution.
- Collaborated with leadership to maintain brand standards throughout the sales floor.
Assistant Teacher
Little Ones Children's Center
Greensboro
04.2022 - 11.2022
- Facilitated classroom activities while assisting lead teachers in lesson planning.
- Promoted social skills and creativity by engaging infants and toddlers in age-appropriate play.
- Maintained communication with parents about child progress and classroom events.
Member Experience Team Member
O2 Fitness
High Point
12.2021 - 08.2022
- Delivered exceptional customer service to members and prospective members.
- Conducted facility tours for new members, highlighting features and services offered.
- Supported membership sign-ups, personal training scheduling, and billing inquiries.
- Maintained a clean, safe, and welcoming facility environment.
Dietary Aide
Kerner Ridge Assisted Living
Kernersville
01.2021 - 06.2021
- Assisted in meal preparation, dining room setup, and sanitation procedures.
- Provided respectful and attentive service to residents.
Brand Associate / Visual Lead
Old Navy
Greensboro
12.2019 - 12.2020
- Delivered customer assistance, cashiering support, and sales floor coverage.
- As Visual Lead, I maintained store appearance, updated mannequins and wall sets, and ensured compliance with visual standards.
Education
High School Diploma -
Penn Griffin School for the Arts
High Point, NC06.2021
Skills
- Operations & Leadership
- Retail Operations
- Guest Experience Leadership
- Team Training & Development
- Hiring & Performance Input
- Cross-Functional Communication
- Merchandising & Sales
- Visual Merchandising & Floor Set Execution
- Sales Target Achievement
- Business Reporting
- Customer Experience & Systems
- Conflict Resolution & Customer Recovery
- POS & Payment Systems
Leadership And Community Involvement
- Admin, NEXUS Young Adults, One Church Plan events such as retreats and outreach projects., Support conflict resolution and team cohesion., Assist leadership with communication and group coordination.
- Worship Team Leader, One Church Utilize Planning Center Services to schedule team members and select weekly songs., Coached and trained vocalists and musicians to develop strong performance habits.
References
References available upon request.
Timeline
Guest Experience Lead
lululemon
10.2024 - 11.2025
Visual Merchandising Specialist
lululemon
05.2024 - 10.2024
Assistant Store Manager
Barnes & Noble College
07.2023 - 05.2024
Lead Teacher
Little Ones Children's Center
11.2022 - 05.2023
Educator
lululemon
08.2022 - 05.2023
Assistant Teacher
Little Ones Children's Center
04.2022 - 11.2022
Member Experience Team Member
O2 Fitness
12.2021 - 08.2022
Dietary Aide
Kerner Ridge Assisted Living
01.2021 - 06.2021
Brand Associate / Visual Lead
Old Navy
12.2019 - 12.2020
High School Diploma -
Penn Griffin School for the Arts