Seasoned Operations Manager with a diverse background leading teams in e-commerce, and brick-and-mortar business initiatives.Results-driven strategist working cross-functionally to execute new digital projects, direct multi-site operations, improve productivity and profitability, and enhance the customer experience. Exceptional motivator with a proven track record for recruiting skilled professionals, developing talent, and retaining high-performance teams.
Skills
Cost reduction strategies
Budgeting and forecasting
Customer relations specialist
Process improvement
Quality assurance and control
Work flow planning
Management information systems
Performance evaluations
Organized
Unsurpassed work ethic
Results-oriented
Dependable
Natural leader
Superb time management skills
Detail-oriented
Expense reports
Employee relations
Work History
06/2016 to Current
E-commerce Operations ManagerAlbertsons Company Inc. – Silver City, NM,
Empower shift leaders-training, mentoring, and leading by example
Ensure implementation of processes
SOP's- create, update
Manage weekly Labor budget
P&L monthly review and a monthly report to increase sales or lower spending
Manage the day-to-day performance of order fulfillment, returns, transfers, and daily replenishment shipments.
Recommend and implement best practices to drive efficiency, for my team to ensure proper steps in fulfilling a customer order.
Experience of incentivising and motivating a
sales focused team
Collaborate with IT, Marketing, 3rd party Logistics company to improve website, technology used to drive sales, and to ensure a GREAT customer experience.
Established operational objectives and work plans and delegated assignments to subordinate managers.
Established operational objectives and work plans and delegated assignments to subordinate managers.
Increased sales from $800,00 in sales to $5M in sales in FY17
Drove operational and service strategy contributing to +13% increase in e-commerce gross sales.
Develop and maintain all customer service information and company policies (e.g. returns and exchanges, shipping information, ordering and payment) across site and email
Forecast sales, orders, and package fulfillment to guide staffing and scheduling at the contact center and distribution centers.
Lead monthly and quarterly business reviews to analyze and action on reporting, including: sales, returns, customer contacts (calls, emails, social), package delivery and fulfillment, delivery expenses and supply expenses
05/2007 to 11/2015
General Store ManagerMacy's, Inc. – Pittsburgh, PA,
Cultivate a selling environment within the store by providing leadership and training to associates on product knowledge, selling skills, merchandising standards and customer service.
I am responsible for the overall financial performance of the store including merchandise/services sales, expense control, and achievement of sales and profitability goals.
I maintain store appearance and merchandise inventory.
I ensure compliance with company policies and all loss prevention procedures.
My role is to provide employees with a rewarding place to work.
Work in concert with all Government Agencies and remain in compliance with local gov't regulations.
Reduce stock loss, with great customer service and strategic planning.
Review weekly Stock Ledger.
Review monthly P & L.
Prepare & review quarterly budgets.
Maintain sanitary work conditions.
Review weekly work schedules for 200+ employees.
Maintain correct pricing and product coding.
07/2005 to 05/2007
Co-Store ManagerSpencer Gifts, Llc – Cedar Park, TX,
Review weekly stock ledger.
Review monthly P & L.
Prepare & review quarterly budgets.
Process Improvement Strategies
Review weekly work schedules for 150+ employees.
Maintain correct pricing and product coding.
Supervise & Schedule 200+ employees.
Collaborated with Government Agencies
Inventory Control
Customer Service
Mechanical Systems
Team Building
Progressive Leadership Experience
Microsoft Office
Quantifiable Revenue Increases
Education
Expected in 1/2001
Associate of Science: Microsoft Office and Technology DeVry Institute of Technology - Long Island City, GPA: Earned a certificate in Microsoft Office, Studied Business writing.
Expected in 5/1992
US-Washington D.C: Liberal Arts & Electrical Engineering Howard University - Washington D.C., GPA: Liberal Arts Electrical Engineering
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