WORKFORCE MULTIPLIERS IN THE U.S. SERVICE ECONOMY: HOW
WORKFORCE MULTIPLIERS IN THE U.S. SERVICE ECONOMY: HOW
CONSULTATIVE SALES EXCELLENCE,
CONSULTATIVE SALES EXCELLENCE,
PEER-LED TRAINING, AND OPERATIONAL
PEER-LED TRAINING, AND OPERATIONAL
INTEGRITY DRIVE RETAIL PRODUCTIVITY
INTEGRITY DRIVE RETAIL PRODUCTIVITY
WORKFORCE MULTIPLIERS IN THE U.S. SERVICE ECONOMY: HOW CONSULTATIVE SALES EXCELLENCE, PEER-LED TRAINING, AND OPERATIONAL INTEGRITY DRIVE RETAIL PRODUCTIVITY
WORKFORCE MULTIPLIERS IN THE U.S. SERVICE ECONOMY: HOW CONSULTATIVE SALES EXCELLENCE, PEER-LED TRAINING, AND OPERATIONAL INTEGRITY DRIVE RETAIL PRODUCTIVITY
As part of Human Capital’s ongoing series on executive leadership and industry transformation, Ana Paula Montanha, Editor-in-Chief of Human Capital Career Trends Magazine, interviewed the guest expert Fernanda Jagiello, an experienced sales consultant in the beauty, makeup, and fragrance sector. In this conversation, Ms. Jagiello shares her insights on how consultative sales excellence, peer-led training, and operational integrity, developed through a career marked by consistently exceeding performance targets and leading frontline teams, strengthen workforce productivity, customer trust, and sustainable results in the service and retail economy.
TheUS serviceeconomyisfundamentallyahumancapitaleconomy Retailtradealoneemployed163million peoplein2024,accordingtoannualaveragesfromtheUS BureauofLaborStatistics(BLS)CurrentPopulation Survey,makingitoneofthelargestemployment categoriesinthenation(BLS,2024a).Insuchalaborintensivesector,productivityoutcomesareshapedlessby automationthanbythequality,preparedness,andintegrity offrontlineworkerswhooperateatthepointofconsumer interaction
Federallaboranalysisreinforcesthisreality TheBLS OccupationalOutlookHandbookcharacterizesretailsales occupationsasroleslearnedprimarilythroughmoderateterm,on-the-jobtraining,whereexperientiallearning,peer mentoring,andcustomer-facingjudgmentdirectly influenceperformanceoutcomes(BLS,2025) TheUS DepartmentofLabor(DOL)furtheremphasizesthat workforcemodelsrelyingoncontinuous,practice-based learningdemonstratestrongerretentionandfastertimeto-productivityinserviceoccupations(U.S.Departmentof Labor,2025)
Withinthisnationalcontext,asubsetoffrontline professionalsfunctionsaswhatcanbedescribedas workforcemultipliers:individualswhoseexpertise, discipline,andleadershipelevatenotonlytheirown performancebutalsotheeffectivenessofentireteams
INDUSTRY
RetailproductivityintheUnitedStatesishighlysensitiveto workforcequality Unlikecapital-intensiveindustries,retail outputdependsonhoweffectivelyemployeesconvert consumerinterestintoinformedpurchasingdecisions whilemaintainingservicequalityandregulatory compliance.TheBLSidentifiesretailsalesworkas inherentlyjudgment-driven,requiringproductknowledge, communicationskills,andethicaldiscretionratherthan routinetaskexecution(BLS,2025)
Consumerspendingdatafurtherunderscoreswhyproductivity perworkermatters TheBureauofEconomicAnalysis(BEA) trackspersonalconsumptionexpendituresandretailtradeas keycomponentsofeconomicgrowth,highlightingthatgainsin consumer-facingindustriesincreasinglydependonefficiency andservicequality,notworkforceexpansionalone(BEA,2024) Thisdynamicisespeciallypronouncedinhigh-valueconsumer segmentssuchascosmetics,fragrances,andpersonalcare, whereconsultativeengagementinfluencesaveragetransaction value,repeatpurchasing,andbrandloyalty
US CensusBureauMonthlyRetailTradedatashowthatretail andfoodservicessalesfluctuatesignificantlyacrosstheyear, withsharpincreasesduringpeakseasonalperiods(U.S.Census Bureau,2025) Intheseenvironments,productivitygapswiden: well-trained,disciplinedconsultantssustainperformance underpressure,whileunderpreparedteamsexperienceservice breakdowns,lostsales,andcompliancerisk Asaresult, workforcecapability,notheadcount,becomesthebinding constraintonretailperformance
Federalworkforceguidanceconsistentlypointstoon-thejoblearningasthedominanttrainingmechanisminretail andserviceoccupations TheBLSnotesthatretailsales workerstypicallyacquireproficiencythroughdailypractice ratherthanformalcredentials,makingpeer-ledknowledge transferessentialtoworkforceeffectiveness(BLS,2025) TheDOLsimilarlyhighlightsexperientiallearningand mentorshipasmechanismsthatreduceearlyturnoverand improvejobmatchqualityinfrontlineroles(US DepartmentofLabor,2025)
OurGuestExpert,FernandaJagiello’sprofessionalrecord alignscloselywiththesefindings Herdocumented responsibilitiesextendedbeyondindividualsalesexecution toincludetrainingnewconsultants,standardizingservice protocols,andreinforcingproductknowledgeacrossteams
Inworkforceterms,thisrepresentsinternalskilldiffusion,a processbywhichexpertisespreadsorganicallythrough peerinteraction,acceleratingcollectiveproductivity withoutadditionallaborinputs
SuchdynamicsarecentraltoUS workforcestrategy Whenhigh-performingprofessionalsserveasinformal trainers,organizationsreduceonboardingcosts,stabilize performance,andimproveserviceconsistency.Froma policyperspective,thisreinforcestheimportanceof recognizingfrontlineexpertiseasastrategicworkforce assetratherthanareplaceableinput
Inrecognitionofhersustainedhighperformance, consistencyinexceedingtargets,excellenceincustomer service,andstrongalignmentwithorganizationalvalues, FernandaJagiellowasselectedforahighlyselective internalleadershipdevelopmentinitiativedesignedfortopperformingprofessionals Participationinthisprogramwas reservedforasmallgroupofstandoutcollaboratorsand representedformalrecognitionofexceptionalprofessional profile,results,andgrowthpotential.
Theprogramprovidedintensive,long-durationtraining focusedonpracticalleadershipdevelopment,strategic decision-making,teamwork,andproblem-solving It combinedevaluativeassessments,applieddynamics,and behavioralcompetencytestingwithstructured developmentincommercialstrategy,marketing capabilities,andprofessionalmaturity Throughthis experience,Fernandafurtherstrengthenedherbehavioral competencies,consultativesalesskills,andreadinessfor expandedresponsibilities,reinforcingherroleasa referenceprofessionalandworkforcemultiplierwithin frontlineretailenvironments
FernandaJagiello’sdocumentedrecordofzeroaudit nonconformitiesandsustainedresponsibilityforsensitive operationalfunctionsillustrateshowsalesleadershipand compliancedisciplineconvergeinpractice.Bymaintaining rigorousstandardsindocumentation,cashmanagement, andcustomerinteraction,shereducedorganizationalrisk whilereinforcingbrandcredibility Foremployers,this underscoresacriticalinsight:ethicalsalesconductisnota constraintonperformancebutaconditionforsustainable productivity
OperationalintegrityisinseparablefromproductivityinUS retail TheUS GovernmentAccountabilityOffice’s StandardsforInternalControlintheFederalGovernment emphasizethatreliableoperationsdependonconsistent procedures,accuratedocumentation,andaccountabilityat everylevelofexecution(GAO,2014).Inhigh-volumeretail environments,thesecontrolsareenacteddailybyfrontline staffresponsiblefortransactions,cashhandling,and customercommunication
Consumerprotectionstandardsreinforcethesame principle.TheFederalTradeCommission’sguidanceon disclosuresandsalespracticesstressesthattransparency, accuracy,andclarityatthepointofsalearefoundationalto consumertrustandregulatorycompliance(FTC,2013) Failuresintheseareasoftenoriginatenotfrompolicy designbutfrominconsistentfrontlineexecution
FernandaJagielloholdsabachelor’sdegreeinbusiness administrationandbuilthercareerinBrazil’shighly competitivebeautyretailsector,consistentlyexceeding aggressivesalestargets,evenduringperiodsofeconomic downturn Documentedevaluationshighlighther resilience,consultativeapproach,andabilitytobuildtrust withcustomerswhilemaintainingstrictoperational discipline.
Herleadershipmodelisnotablebecauseofleadershipby influence Sheservedasareferenceconsultant,trainer,and operationalanchorwithinherteams,shapingperformance normsthroughexampleratherthanhierarchy informal leadershipasadriverofengagementandretentionin service-sectorteams(US DepartmentofLabor,2025)
Fromanexecutiveperspective,Fernanda’scareer illustrateshowhigh-performingfrontlineprofessionalscan simultaneouslydriverevenue,reducerisk,andstrengthen workforcecapability,preciselythecombinationsoughtin productivity-sensitiveindustries.
Accuratefederaldataareessentialhere AccordingtoBLS CPSannualaverages,womenaccountedfor7.74millionof the16.33millionindividualsemployedinretailtradein 2024,approximately474%oftheretailworkforce(BLS, 2024a) Whilenotamajority,thisrepresentsasubstantial shareoffrontlinetalent
Despitethispresence,womenremainunderrepresentedin leadershippathwaysinmanyretailorganizations.Fernanda Jagiello’strajectorydemonstrateshowperformance-based recognition,mentorship,andoperationaltrustcantranslate intoleadershipinfluenceevenintheabsenceofformal titles ForUS workforcestrategy,theimplicationisclear: productivityandequitygoalsconvergewhenorganizations recognizeandelevateresults-drivenleadershipwhereverit emerges.
Howdoeshands-onsalesexcellencetranslateinto broaderworkforceperformancegains?
Retailrolesarelearnedonthejob Whenoneprofessional consistentlydemonstratesproductmastery,consultative communication,andethicaldiscipline,thatbehavior becomesalivingstandardforothers.
Whatroledoespeer-ledtrainingplayinimproving retentionandproductivity?
Peer-ledtrainingshortensthelearningcurve Whennew consultantslearninrealcustomercontexts,confidence buildsfasterandturnoverdeclines.
Howdoethicalsalespracticesandoperationaldiscipline reduceorganizationalrisk?
Ethicsanddisciplinecreatepredictability Federalguidance showsthatconsistentinternalcontrolsandclearpoint-ofsalecommunicationsreducelegal,financial,and reputationalriskswhilestrengtheningcustomertrust.
Howcanwomenleadthroughinfluenceandresultsin revenue-generatingroles?
Throughconsistency,credibility,andmeasurableresults
Whenperformanceandmentorshiparerecognizedas signalsofleadership,clearerpathwaysforwomen’s advancementarecreated
Whatmetricsbestcapturetruesalesproductivity?
Beyondrevenue,metricssuchassalesperlaborhour, conversionquality,andperformanceunderseasonal demandpressurebetterreflectefficiency
Howshouldretailersprepareforseasonaldemand surges?
Advancetrainingandoperationaldisciplinearecritical Censusmonthlysalesdatashowsharpdemandshifts, makingpreparednessaworkforceissue,notjustastaffing issue.
Whatdefinesexcellenceincustomer-facingleadership today?
Excellenceintegratesresults,ethics,andtheabilityto elevateothers,standardsembeddedinfederalworkforce andconsumerprotectionguidance
Lookingahead,BLSemploymentprojectionsindicate sustaineddemandforretailandserviceoccupations, reinforcingthenationalimportanceofworkforcequalityin consumer-facingindustries(BLS,2025) Asdemographic changeandconsumerexpectationsevolve,organizations willdependincreasinglyonprofessionalswhocombine technicalskill,ethicaljudgment,andleadershipcapacityat thefrontline
Policy-alignedworkforcestrategiesshouldtherefore prioritizeexperientialupskilling,peer-ledtrainingmodels, andrecognitionofinformalleadership.Theseinvestments strengthenproductivity,reducerisk,andsupportinclusive advancement objectivesthatareeconomicallyand sociallyaligned CONCLUSION
TheU.S.serviceeconomy’scompetitivenessdependsonits abilitytoscalehumancapabilitywhereautomationcannot replacejudgment,trust,andrelationalskill Withmorethan 16millionAmericansemployedinretailtradealone,small differencesinfrontlineexecutioncompoundintonational productivityoutcomes(BLS,2024a)
FernandaJagiello’scareerillustrateshowworkforce multipliersemergeinpractice:professionalswhoelevate othersthroughtraining,sustainresultsunderpressure,and anchoroperationsinethicaldiscipline Forexecutives,the lessonisstrategic Forpolicymakers,itisstructural Sustainablegrowthintheserviceeconomydependsnot onlyonhowmanypeopleareemployed,butonhow effectivelyexpertise,integrity,andleadershipare cultivatedatthepointofwork
BureauofEconomicAnalysis (2024) Nationalincome andproductaccounts(NIPA)tables US Departmentof Commerce https://wwwbeagov/data/gdp/grossdomestic-product
BureauofLaborStatistics (2024a) Employedpersonsby industry,sex,race,andoccupation(CPSTableA-17) US DepartmentofLabor https://wwwblsgov/cps/cpsaat17htm
BureauofLaborStatistics (2025) Retailsalesworkers OccupationalOutlookHandbook US Departmentof Labor https://wwwblsgov/ooh/sales/retail-salesworkershtm
FederalTradeCommission (2013) comdisclosures:How tomakeeffectivedisclosuresindigitaladvertising https://wwwftcgov
GovernmentAccountabilityOffice (2014) Standardsfor internalcontrolinthefederalgovernment(GAO-14704G) https://wwwgaogov/products/gao-14-704g
US CensusBureau (2025) Monthlyretailtrade:Retail andfoodservicessales US DepartmentofCommerce https://wwwcensusgov/retail/saleshtml
US DepartmentofLabor (2025) WIOAworkforce programs EmploymentandTrainingAdministration https://wwwdolgov/agencies/eta/wioa/programs
