Scott Knaul

Chief Executive Officer

As the CEO and founder of SMK Workforce Solutions, Scott’s mission was to create an organization focused on helping companies focus on their customer and employee experiences consistently.

Scott is responsible for setting the vision for SMK, leading the organization’s strategic services and building client and partner relationships to drive value for our clients.

Scott started his career as a college intern with JC Penney and has been recognized for a host of breakthrough initiatives during his tenure with major retailers including Federated Department Stores, Victoria’s Secret and Ann Taylor. In the past five years Scott has worked with numerous retailers in all sectors of the market as well as other consumer service industries to drive operational excellence and deliver a consistent customer experience. He has worked with companies such as Avis, Polo, Target, Sears, American Eagle, Burberry, Dry Bar, Family Dollar, Levi’s, Louis Vuitton Aramark and Tiffany & Company.

Scott is highly respected by his peers and clients alike for his deep understanding of the retail and consumer services landscape and his ability to deliver results. Over the past few years Scott has contributed his time and attention to helping Children’s Specialized Hospital of New Jersey as well as the St. Jude’s Children’s Research Hospital.

When not hard at work, Scott is hard at play, cheering on his beloved Ohio State Buckeyes or practicing his jiu-jitsu and P90X. Scott is also obsessed with all things Disney, so in his rare time off you can find him in a Disney park or resort with his family somewhere around the globe.

Erin Oldershaw

Vice President, Human Resources & Operations

Erin is an experienced retail operations executive with the proven ability to assess retail processes and guide companies through a host of transformational initiatives.

Erin spent three years as the Director of Internal Communication at Warnaco overseeing the execution of multiple global initiatives as well as developing and leading the global Charitable Giving Platform.

Prior to Warnaco, Erin built her retail career at Ann Taylor where over the course of nine years she moved from field roles into corporate leadership. Erin was instrumental in delivering several ground breaking initiatives from the development of a Leadership Development Platform that was recognized as one of the best in the retail industry to the successful implementation of a Workforce Management program that achieved extremely positive results in both metrics and adoption.

She is skilled at identifying efficiency opportunities and applying proven strategies to implement successful retail solutions. Erin’s strengths in strategic communications
 and change management drive collaboration and adoption across enterprise companies.

Erin is passionate about understanding the brand and building programs to support the customer experience. Erin’s focus is anticipating the client’s needs throughout a multifaceted project and delivering a high level of service to ensure all stakeholders are informed and satisfied.

Erin is proud graduate of the University of North Carolina at Chapel Hill and this Tar Heel currently lives in New Jersey close enough to enjoy the beach with her husband and three beautiful children.

Erin remains committed to raising funds for non-profit organizations and is active with Cycle for Survival, Big Brothers, Big Sisters and serves on the foundation for her local hospital. Erin enjoys spending time with her family and when not with them she’s devoted to her regimented spin classes.

Anne Mackenzie

Vice President of Services

Anne’s retail experience originates from her time working at some of the world’s most recognized brands. Interestingly enough, her career began as a Legislative Assistant on Capitol Hill in the House of Representatives. She spent almost four years on the Hill, prior to making her transition to retail.

Passionate about strong brands, Anne worked for Coach in various field leadership roles for five years. Acknowledging her strengths in strategic communication, she then spent the next 11 years as the Senior Director of Store Communications at Ann Taylor. She led a world-class team in the strategic development of field communication to align resources and prioritize initiatives to ensure the consistent delivery of the Brand’s client experience.

Her extensive retail background and acute leadership skills allow Anne to have a deep understanding of the challenges that retailers face. This gives her the ability to offer valuable insights and project oversight. As a result, Anne can easily support her clients through the multiple layers and complexities of each project. Anne’s strong ability to identify and articulate opportunities, coupled with expert thought leadership, strategic planning and detailed organizational skills, ensure the client’s objectives are achieved.

Most recently, Anne serves as Vice President of Services at SMK Workforce Solutions where she is an Engagement Principle and is also responsible for the development and oversight of the our Project Management platform, specific to consistency of tools and processes.

Anne currently lives in Encinitas, California where she is able to take advantage of the sun, surf and trails. When she’s not in the water waiting for a line-up, she spends time exploring the world. She’s spent extensive time traveling in Europe, Africa, the Middle East and Asia. Anne’s passion for cultural immersion inspired her to participate on a Global Build for Habitat for Humanity in Angkor Wat, Cambodia.

William (Bill) Anderson

Vice President, Finance

Bill, a senior leader in retail finance and operations, began his career over 30 years ago with financial positions at Federated / Lazarus Department Stores (Macy's) and US Shoe Corporation (which included LensCrafters, and Women's Specialty Retail Group). He then went on to retail giant, Limited Brands, where he held various roles at their Express brand in finance, merchandise analysis, and store operations, including 9 years as VP of Store Operations.

In the 20-plus years that Bill spent at Express, some of his (many) major accomplishments that impacted the customer and employee experiences include leading a workforce management efficiency initiative that enabled a reduction of over $35M in annual store expenses while also increasing store productivity by 30 percent. Bill also led the implementation of the Kronos scheduling and labor management system that delivered a $2M annual expense reduction while improving store-scheduling capabilities. He also designed and led the implementation for a payroll flex model resulting in over $5M of incremental volume annually and over $5M in expenses saved.

These are only some of the examples that show Bill’s understanding of the complexities of store operations, corporate finance, and building cost-optimization measures that also improve the customer experience. This allows him to offer clients direction and support that is second-to-none.

Currently Bill is serving as our Vice President of Finance where he manages the financial operations and planning for the company as well as working with our customers to building workforce management capabilities to deliver a better customer and employee experience.

Jay Fetterman

Vice President, Technology

Jay is a retail and tech guru with a dynamic career. With a degree in Journalism from Ohio University, he started in media as a print and digital magazine editor. He quickly saw the impact of technology on the media industry, and since he was a managing editor, user and web master, he was able to effectively lead web development projects. He then spent a number of years honing his development and programming skills working for Dow Jones & Company where he integrated content management systems, databases, search applications, e-mail alerts and the like.

Jay's next career move brought him to well-known wedding retailer, David's Bridal, where he was director of store operations and communications for eight years. An editor-turned-tech-guy is the perfect background for this type of role. Jay helped improve the customer experience by implementing new sales and training processes to support customer-centricity. And in the back of the house, Jay managed a shared service group of financial, reporting and IT – integral pieces to driving operational excellence. He also advocated for new store technology and managed the implementations, partnering closely with key business partners to ensure execution. Last but certainly not least, Jay oversaw all store-facing communication and the technology channels that supported it, including intranet sites and store point-of-sale and mobile devices.

With a continued passion for technology, Jay helps retail clients deliver consistent customer experiences and enterprise-level change by developing strategies to improve business processes and redesigning policies & procedures. Jay offers his clients a well-rounded background of retail expertise to support them through their implementations.

Brittany Quinn

Global Retail Consultant

Brittany started her career over 10 years ago in retail stores with some very well known brands such as American Eagle Outfitters and Ralph Lauren. She held various store management positions over a four-year period. She then went on to gain experience with wholesale and big box retailers at Ralph Lauren as a Sales Coordinator where she oversaw different categories of their business in major department stores such as Bloomingdales, Macy’s and Lord & Taylor.

The next four years, Brittany spent at Lilly Pulitzer where she held various store management roles and then joined the Technology Systems department as a Business Systems and Operations Analyst for retail store systems. This is where Brittany gained extensive experience and honed her skills and expertise of in-store technology and training as she was responsible for the analysis, planning, coordination and execution of all projects related to store systems and store operations.

Brittany is one of our Global Retail Consultants who provide our clients with expert advice and strategic direction on communication, team management, and business process while also assisting with project execution and implementation. Her knowledge of workforce management systems, labor standards and training make her an invaluable support to clients because she also oversees and helps build their e-learning and training for them. Brittany’s skillset and practical knowledge helps clients through their implementation and in-turn helps them deliver a consistent customer experience.

Brittany resides in the suburbs of Philadelphia with her wife and their squad of rescue animals. She enjoys volunteering at local animal shelters and helping other non-profit organizations such as Autism Awareness and the Human Rights Campaign. In her free time, this New Jersey native enjoys heading to the shore for some sun and surfing or honing her skills as a DIY enthusiast at home with her family.

Christine Eastburn

Global Retail Consultant

Christine is a retail professional with over 20 years of experience in a wide variety of retail areas including store management, store operations, new store openings and renovations, workforce management, training and development, store communications, and visual merchandising. She is results-driven and can manage multiple projects simultaneously. Christine is known for her attention to detail, adaptability, consistency, and ability to drive process improvement. People trust and truly enjoy working with Christine because she has a great personality and she is a precise project manager.

Working for retailers such as Victoria’s Secret Beauty, ANN INC., Forever 21 and Oakley, Christine has managed various groundbreaking projects such as the launch of a new store operating platform to 1500 Victoria’s Secret stores inclusive of new store technology, sales metrics, and customer service model. Christine also managed the creation and implementation of a store opening process and tool that reduced the store opening schedule by two days at ANN INC. She has a considerable amount of experience with cost savings in addition to process improvement. One example includes implementing cash management process improvements across all divisions of ANN INC. stores saving over $3 million in annual payroll expense.

At Oakley, Christine oversaw all retail workforce management, store communication, and GTM strategy alignment. She facilitated the alignment of stores with key initiatives, ensuring outstanding execution and improving the overall customer experience. Additionally, she revamped process to support a field communications and task management technology solution resulting in fewer communications with more comprehensive information and earlier deployment. Christine developed new scheduling, time and attendance, and staffing guidelines to reduce payroll expense and optimize customer service. This project also included implementation of new management and associate staffing goals that reduced full time employees from 37% to 27% to drive schedule optimization.

At Snap Inc., Christine managed the launch of the Snap Spectacles static bot program including communication, field operations, scheduling, and workforce management. She also facilitated hiring, training, and development for Snap Spectacles static locations in the West Region. Christine helped maximize customer experiences and sales results through the implementation of strategic customer-facing initiatives and employee incentives.

Clients working with Christine will quickly realize that she is their most trusted advisor. She understands all facets of the retail business based on her very own hands-on experience. She is results driven and settles for nothing less than perfection.

Tracey Wells-Schneps

Global Retail Consultant

Just over 20 years ago, Tracey's retail career began at Victoria's Secret Beauty. She spent seven years there in various store management roles. Her degree in Communications Studies (from San Jose State University), coupled with store experience, made for a smooth transition to a corporate store communications role with VSB. Tracey’s next career stop was at ANN INC., where she honed her skills in project management, communications processes, and discovered a love for technology that she was able to indulge by re-doing their intranet resource for store management.

After years of experience with vertical retailers, Tracey took an opportunity with the luxury brand department store, Saks Fifth Avenue. There, she created and implemented store communications processes. Part of driving that process, was creating an intranet for both stores and corporate. Tracey also gained corporate communications experience at Saks, by overseeing conferences and meetings and tapped in to her creative side by managing video production for a series of monthly videos from the CEO, VP of Stores and Fashion Offices.

Presently, Tracey is working as a consultant on special projects for SMK Workforce Solutions and lives in Brooklyn with her husband Josh and two small hipster children.

Jennifer Cramer

Global Retail Consultant

Jennifer is a retail professional who is well-versed in store operations and workforce management. She has spent the majority of her career working for the fashion retailer Express, where she held various roles in store operations.

Some of the many projects Jennifer has worked on are assisting in the creation and implementation of the L Brands operating platform focused on business insight, performance management, workforce management, and labor scheduling. She was also responsible for the review and enhancement of internal processes, identifying opportunities and providing solutions to benefit the organization through cost savings and increased productivity.

Jennifer was responsible for the productive and profitable operation of 600+ Express stores in the areas of workforce management, business insight, merchandise flow, and performance management. Additionally, she led the functional development and implementation of store systems to support Express as a standalone brand including Work Brain for workforce management, and a custom reporting suite for reporting on performance management, headcount, and incentives.

As an innovative problem solver, Jennifer offers clients technical and functional support as well as strategic leadership when managing their projects.

Erin Fatigati

Global Retail Consultant

Erin got her degree in Accounting from UNC, Charlotte and spent many years of career focused on that as well as store operations at some well-known retail brands such as Limited Stores, Things Remembered, Charming Charlie and David’s Bridal. Her proven track record of success and breadth of experience make her an expert in key areas of retail. This allows Erin to be strategic and focused when working with clients. Some of these areas include, but are not limited to: Workforce Management, Human Capital Management, Profitability Assessment and Maximization, Budgeting and Forecasting (and more). Overall, Erin is an expert at improving process and profitability.

Some of the many projects Erin has successfully implemented are the development and implementation of unit level payroll planning that resulted in a $3.6M reduction in store payroll expense and $1/hour increase in payroll productivity at the Limited. At Charming Charlie, Erin led a cross-functional business intelligence group through a data analysis improvement process resulting in visibility to opportunities and infrastructure changes supporting 70 new store openings. Erin also improved and standardized infrastructure at Francesca’s Collections that improved relations and cross-functional collaboration between corporate and store associates. Additionally, Erin accelerated new store growth through a program that helped 500 new stores open on time. At David’s Bridal, Erin created a profitability program for low performing stores (bottom 10% of the 285 store chain) that resulted in an increase in profitability of over $800,00 over a two-year span.

At SMK, Erin uses her skills to identify opportunities, develop strategies and implement programs to facilitate organizational change and grow profitability for her clients.

Eric Minter

Global Retail Consultant

Eric is a retail management and operations expert with a background in the retail and hospitality industries. Eric sharpened his retail expertise as a store manager with Game Stop. He has also held a variety of management and sales roles across the retail spectrum in brands like Aaron’s Sales and Lease, The Floor Team, and the well-known home-improvement and appliance store, Lowe’s. At Lowe’s Eric was a department manager overseeing many functional areas with a focus on supporting team members and driving sales. Eric developed training programs for sales representatives and engineered unique solutions to merchandising problems collaborating with the store and district marketing teams providing technical expertise to grow the brand within multiple markets.

Possessing extensive experience spanning over 20 years, with a variety of different of retailers, Eric brought this knowledge to Workforce Insight as a retail consultant. There, he worked on many different areas of project management from requirements gathering and Quality Assurance to configuration and implementation. As a consultant, he worked closely with business owners and operations teams on Forecasting, Scheduling, and Workforce Integration Manager; designing and implementing solutions to streamline customer business processes and maximize efficiency of Workforce Central operation. Eric has also designed and implemented both Employee Self Service Solutions and Workforce Central mobile application.

At SMK, Eric is the leading consultant on the assessment, design, and implementation of Kronos Workforce Scheduler and Workforce Operations Planner. Since Eric understands the operational needs at both the store and corporate levels, he is able to ensure they receive the most effective workforce management solution for their needs while helping them meet with key performance goals.

George Strain

JDA Practice Director

George has a long career as a successful Workforce Management Consultant. Starting at RedPrairie Corporation over 10 years ago, he was Director of Development for Retail Productivity Solutions where he oversaw the team responsible for Enterprise Workforce, Visual Labor Management as well as a Learning Management System. Currently, about 50 retail and hospitality companies, including over one million employees are actively managed through one of these Workforce Management Solutions. Additionally in this role, George managed a team of Developers, Quality Engineers as well as leveraging offshore development resources to implement solution design and changes.

At Workforce Insight, George spent about 5 years assisting retailers and workforce management consulting firms in vendor selection, design, planning, architecture and implementation of the enterprise Workforce Management solutions. Some of those retailers include retail giant, Sears Holding Corporation & Kmart in 3600 business locations handling scheduling and time tracking for over 210,000 employees.

As our JDA Practice Director, George is our leading expert on JDA Software but he also develops and maintains partner relationships as well as oversees and manages projects for clients. He is well versed in the competitive landscape both internally and externally, helping him manage partner relationships while also keeping a keen eye on opportunities for expansion, markets and new industry developments.

George is an extremely valuable resource at SMK as he is an experienced software professional with equal strengths in both business and technical and a deep knowledge of a variety of Workforce Management Solutions. He consistently delivers outstanding results for his clients.

Ken Kuet

Global Retail Consultant

With a degree in Economics from University of Michigan, Ken started his consulting career as a Business Analyst at IRI Consultants to Management. There, he specialized in human performance by interpreting qualitative data from diagnostic process, evaluated management issues through analyzing and synthesizing data, and accurately gauging employee satisfaction of project implementations by designing and deploying survey’s.

After receiving his MBA from Vanderbilt University, Ken moved on to RedPrairie Corporation where he spent the next four years as a senior consultant where he was involved in several projects. One project was with an $8.2 million budget with a 5-year return on investment of 28% by reducing out of stocks, inventory costs, and labor optimization for a leading energy company with 1600 retail stores. And another project Ken was involved in implementing an enterprise software package within supply chain management (inventory management, order forecasting, replenishment, and supplier invoice) and workforce management (labor generating and scheduling).

Workforce Insight, LLC is where Ken spent his next several years perfecting his already well-developed skills as a workforce management consultant. His involvement included, but was not limited to the vendor selection process by gathering requirements, developing/scoring RFPs, creating demo scripts, business case validation, and providing a 5-year roadmap. Ken also specialized in workforce management software within budgeting, forecasting, labor demand, scheduling, time & attendance and pay. Additionally, he collaborated with clients from sales cycle throughout rollout to understand business processes to drive design and configuration to deliver fully integrated and tested solutions to drive results.

Ken’s next opportunity was a managing partner at Golden Ticket Consulting, LLC., where his responsibilities included many things but just a few examples are managing partner relationships for both external and internal competitive landscape, opportunities for expansion, customers, markets, and new industry developments. He also implemented strategies and set the overall direction of the company and directed the organizations financial goals, objectives and budgets.

A true expert consultant on the multiple facets of project management and workforce management offering clients expertise and support than is second-to-none, Ken helps his clients ensure they are maximizing employee productively and delivering a consistent customer experience.

John West

Kronos Practice Director

John has over 15 years of experience working with labor scheduling and workforce management. He started his career with The Home Depot where he managed schedules for over 200 associates and increased sales and productivity by creating and implementing a labor and productivity dashboard and reports for management.

After about two years, John went on to Game Stop as the workforce manager where he created the department from the ground up and then went on to manage a store labor budget of $300 million. He became an expert on the Kronos suite of solutions at Game Stop because he was the project lead for the aggressively scheduled roll out of the platform including Kronos Workforce Scheduler with Optimization and Forecasting. John was responsible for saving the company over $10 million through the analysis of sale and labor data. He also improved the customer experience through the execution of a wage management program that allowed for more coverage for customers to be serviced. These are just a few of the many projects John led to improve the customer experience and profitability for Game Stop. Equally as important, Josh led the change management and education to raise company awareness regarding labor costs and effective usage of labor within the stores.

After 3 years at Game Stop, John became a consultant for Workforce Insight where he spent the next 8 years supporting multiple clients through the phases of launching workforce management solutions, including but not limited to: conducting business process and workforce management assessments, vendor selection, performance management, training and change management. John worked to enhance solution design and provided continued support while leading solutions development, configuration of scheduling, forecasting and budgeting for clients.

John as been with SMK Workforce Solutions since 2015 as our Kronos Practice Director where he is using his strong history of successfully leading clients through the project life-cycle with well-developed communications and leadership direction from the assessments phase through the rollout phase. He is a thought leader in all things related to workforce management and has been published in retail periodicals and speaks at conferences on the subject matter.

Bart Hundt

Global Retail Consultant

Bart is a focused and professional operational leader with a strong background in a variety of workforce management solutions. He has developed scheduling standards using best practices for several retail chains and uses his extensive knowledge to guide executive teams in making strategic labor decisions. He uses workforce management expertise to lead clients through all phases of project life cycle, ensuring a smooth transition to a new or upgraded workforce management system.

Starting his career almost 15 years ago with Workforce Insight as a consultant, he has worked on many projects that have helped him become a subject matter expert. Some of the many projects include: Workforce Management Assessment, Time & Motion Studies, Strategic Oversight, Kronos Optimized Scheduling Implementation and Configuration; Kronos Time & Labor Implementation, Forecasting & Scheduling Optimization, Testing; and Report Conversion, Meal Break Plan Configuration, Implementation of Kronos Budgeting.

At SMK, Bart focuses on the many phases of Kronos system implementation and configuration for clients. Some examples include time & labor implementation, scheduling implementation, report conversion, forecasting & budgeting.

Josh Burke

Global Retail Consultant

Josh spent over 15 years at big box retailer, Bed Bath & Beyond where held a variety of roles and responsibilities including district operations trainer, project manager and director of store operations.

At BBB he oversaw, implemented and trained associates on everything from rollouts of new systems and managing shrink, to overseeing the department that administered the company’s workforce management system solution for over 50,000 associates and $2B in payroll costs. This project took (only) 18 months to implement. Some of the specifics that Josh was responsible for to complete this project are managing the company’s enterprise Workforce Management Solutions including system configuration, partnering with IT to develop necessary system interfaces, partnering with BI team to develop strategy or feeding the WFM data to Data Warehouse, track issues, and drive solutions.

Josh’s next role was the HR Systems Analyst for jewelry company, James Avery Craftsman, where he was responsible for all aspects of the JDA Workforce Management solution, Ultipro HCM and payroll systems.

At SMK Josh is able to use his multi-faceted experience in labor management, strong leadership skills and ability to manage complex projects and deliver them on time, to ensure that our clients are best supported through each phase of their project. Josh is results oriented, values teamwork and is committed to success.

Chris Protain

Global Retail Consultant

Chris is an expert workforce management consultant with 10+ years of experience and an extensive technical background and familiarity with many different types of workforce management solutions across a variety of industries. His military background allows him to tackle all projects with precision.

Some of the companies Chris has worked for are the State of Washington, Sempra Energy (a utilities and energy company), EMWD (Eastern Municipal Water District), Toyota and TTX (a railcar pooling company). For many of these different roles, Chris was either the solution architect or worked on configuration and implementation of their respective workforce management solutions. Some specific projects include requirements gathering, data analysis and fit/gap assessments, configuring and localizing applications, migrating applications and then testing to ensure solutions are running effectively and void of any defects.

Chris is a critical partner for workforce management clients. He has excellent communication, organization and interpersonal skills while also offering strong IT and technical support. Chris’ projects are delivered on time and well-tailored to each clients needs.

James Newman

Global Retail Consultant

James is a retail and workforce management professional who offers clients a wealth of experience from a wide variety of industries both international and domestic. He has worked in stores for retailers such as Gap Inc. and Eddie Bauer and then as a workforce management consultant, some of his many retail clients were Target, Lego USA, Whole Foods Market, Disney USA, FedEx, The Reject Shop (Australia) and Cabela’s (USA & Canada).

James is a Kronos workforce management solution expert. He has overseen all aspects of solution implementation from requirements gathering, design and configuration to testing and user acceptance. His approach to project management is strategic, creative, decisive and action-oriented. James has an acute understanding of the business as well as technical and functional expertise enabling him to deliver projects seamlessly and on-time. James has great communication and interpersonal skills that make him an asset to any client initiative.

Jason Nickey

Global Retail Consultant

Jason has a long history as a workforce management consultant serving a wide variety of industries. He applies his technical and functional skills along with his knowledge of best practices to ensure that the strategic objectives of clients are met, and to help promote a smooth and seamless workforce management initiative from start to finish. Jason’s experience with several workforce management platforms gives him a strong understanding of the workforce management-related challenges clients face, giving him the ability to offer valuable project-relevant insights.

Working for companies such as (but not limited to) Toyota, TTX (a railcar pooling company), Workforce Software, The Art Institute of Chicago and Union Bank, Jason has a proven track record of success managing medium to large-scale accounts with ease. He has worked on all project phases of solution implementation from requirements gathering, design and configuration to testing, execution and training.

Jason is an asset to any project because he works collaboratively with clients to ensure workforce management solutions are well tailored to client needs and that project goals are met.