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Operations Manager Resume Example

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OPERATIONS MANAGER
Summary
Energetic management professional versed in business management, finance and sales. Emphasizes process improvement to increase profits and customer satisfaction.
Highlights
  • Fluent in Spanish
  • Courteous demeanor
  • Sharp problem solver
  • Active listening skills
  • Strong organizational skills
  • Energetic work attitude
  • Large cash/check deposits expert
  • Markdown/promotional procedures
  • Store maintenance ability
  • Inventory control familiarity
  • Top sales performer
  • Telephone inquiries specialist
  • Customer service expert
  • Invoice processing
  • Telecommunication skills
  • Adaptive team player
  • Visual merchandising proficiency
  • Opening/closing procedures
  • Staff training and development 
  • Cash handling
  • Hardworking
  • High customer service standards
  • Employee relations specialist
  • Service solutions expert
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Customer service management expertise
  • Strong problem solving ability
  • Troubleshooting skills
  • Telecommunications knowledge
  • Pallet jack and hand truck operation
  • Punctual and reliable
  • Responsible driver
  • Exceptional written and verbal communication skills
  • Preventative maintenance
  • Leadership skills
  • Computer proficiency
  • Able to travel
  • Results-oriented
  • Staffing management ability
  • Proven patience and self-discipline
  • Personal and professional integrity
Accomplishments

Management: 

  • Promoted to Lead  within 3 months of employment.
Customer Relations:
  • Earned highest marks for customer satisfaction, company-wide.

Workflow Planning:
  • Implemented new work process flow which increased department productivity.
Customer Interface
  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of valued customers

    Experience
    03/2015 to Current
    Operations ManagerGood Will Inc. － Killeen, Texas
    • Mentored staff to increase sales success and productivity.
    • Developed standard operating procedures.Monitored key performance metrics.
    • Planned and executed promotional events.Modeled trends and adjusted branch plans accordingly.Consistently complied with company policies and government regulations.
    • Created solutions in the areas of inventory, sales reporting, distribution and product upgrades that led to system improvements and streamlined processes.
    • Communicated with customers, employees and other individuals to answer questions and explain information.
    • Assessed customer needs and responded to questions.Cleaned and straightened work area.
    • Issued receipts for purchases and gifts.Bagged merchandise by following standard procedures.
    • Organized register supplies.Worked with customer service to resolve issues.Updated register logs.
    • Rotated stock to maintain freshness.
    • Unboxed new merchandise.Operated cash register with proficiency.
    • Provided professional and courteous service at all times.
    • Worked overtime shifts during busy periods.Received and processed cash and credit payments for in-store purchases.
    • Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
    • Placed special merchandise orders for customers.Shared product knowledge with customers while making personal recommendations.
    • Demonstrated that customers come first by serving them with a sense of urgency.
    01/2008 to 01/2014
    Customer ServiceTriangle Services － Fort Myers, Florida
    • Maintain quality control maintenance for RSW Airport Fort Myers
    • Notified building managers about needed repairs and replacement equipment.
    • Traveled to and from work sites in a timely manner.
    • Responded to staff requests for building and maintenance repairs and cleanups.
    • Resolved customer complaints 
    • Notified management of any safety concerns and issues.
    • Evaluated customer needs and determined appropriate action, referring their questions to management when necessary.
    • Inspected and maintained RSW Standards for maintenance requests
    01/2003 to 01/2008
    Administrative AssistantNational Recreational Properties － Fort myers, Florida
    • Ensured that team member responsibilities were defined and understood.
    • Established and maintained effective communication system.
    • Monitored ongoing expenses relative to budget projections.
    • Recruited, retained and developed staff.
    • Cultivated strong working relations with other industry executives
    • Coordinated and lead efforts across a large cross-functional team.
    • Contributed to the strategy and business model for the product line.
    • Planned, directed and monitored regulatory operations.
    • Ensure consistent and comprehensive investor protection.
    • Provided strategic oversight of and input on the product roadmap.
    • Ensured exceptional client service and quality product offerings.
    • Planned, coordinated and controlled daily operations of the organization.
    • Ensured work was accomplished in a safe manner in accordance with established operating procedures and practices.
    • Handled telephone inquiries.
    • Planned and managed event logistics.
    • Provided detailed monthly departmental reports and updates to senior management.
    • Collected, monitored and evaluated customer requirements to achieve desired time frames.
    • Developed rapport with the customer base by handling difficult issues with professionalism.
    • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
    01/2002 to 01/2003
    Merchandise ManagerBurlington Coat Factory － Cape Coral, Florida
    • Successfully managed the activities of  team members in multiple locations.
    • Created training manuals targeted at resolving even the most difficult customer issues.
    • Reduced amount of employee overtime  by effectively delegating tasks.
    • Monitored the daily activities of  customer support teams.
    • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
    • Owned team productivity metrics.
    • Interviewed, hired and trained new quality customer service representatives.
    • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
    • Provided detailed monthly departmental reports and updates to senior management.
    • Addressed negative customer feedback immediately.
    • Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
    01/1999 to 01/2002
    Markdown team/ Cashier / Recieving Burlington Coat Factory － Fort Myers, Florida
    • Designed displays to make the store experience interactive and engaging.
    • Displayed the appropriate signage for products and sales promotions.
    • Arranged items in favorable positions and areas of the store for optimal sales.
    • Assisted with buying over the counter and communicating with retail merchants.
    • Managed the purchasing process for the entire department.
    • Upheld stock levels and proper pricing for multiple product lines.
    • Selected merchandise based on the most favorable price and quality.
    • Established and maintained proper high traffic displays, resulting in increased sales.
    • Assisted in gathering and moving materials and equipment for the assigned displays.
    • Effectively communicated and coordinated execution of the planogram with store management.
    • Printed various labels and tags for all merchandise.
    • Recommended and helped customers select merchandise based on their needs.
    • Exchanged returned merchandise for customers quickly and efficiently.
    • Served as liaison between customers, store personnel and various store departments.
    01/1998 to 01/1999
    Nurses AideSunrise Community Center － Cape Coral, Florida
    • Delivered high-quality and compassionate treatment to indigent and low-income patient community.
    • Simultaneously served as lead health care provider and office manager of clinic.
    • Developed and maintained quality care systems and standards, including but not limited to, creating and improving medical protocols/guidelines.
    • Sound, ethical and independent decision-making ability consistent with medical protocols.
    • Disciplined, energetic employee who quickly establishes rapport with patients and colleagues.
    • Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments.
    • Implemented new floor assignments based on evaluation of staffing requirements.
    • Assisted patients with healing and recovery after surgery
    • Acted as patient advocate and implemented total patient care through a team nursing process covering 8-10 high acuity patients per shift.
    • Headed onboarding process for new nursing staff.
    • Provided behavioral/emotional support and supervision for those with dementia and Alzheimer's.
    • Supported patients with customized patient teaching tools.
    • Achieved departmental goals and objectives by instituting new processes and standards for in-patient care.
    • Accurately documented all elements of nursing assessment, treatments, medications, discharge instructions and follow-up care.
    • Took and recorded patients' temperature, pulse and blood pressure.
    • Worked as part of team to ensure proper care of body mechanics and safety of patient.
    • Often commended for maintaining the safety, respect and dignity of residents.
    • Maintained patient charts and confidential files.
    01/1997 to 01/1998
    ReceptionistHumana Medical Center － Fort Myers, Florida
    • Cold-called prospective customers to build relationship.
    • Greeted store customers promptly and responded to questions with knowledgeable service.
    • Completed documentation for product and service sales.
    • Filled out expense reports for accounting.
    • Generated high volume of referrals.
    • Maintained productive relationships with existing customers through exceptional follow-up after sales.
    • Updated database with customer and sales information.
    • Established new customer accounts.
    • Listened to customer needs and preferences to provide accurate advice.
    • Met incoming customers and provided immediate assistance.
    • Worked flexible schedule to accommodate changing customer levels.
    • Solicited referrals from satisfied clients.
    • Answered incoming telephone calls with professional and knowledgeable responses.
    • Set aside on-hold reservations.
    • Provided expert product and service information.
    • Maintained up-to-date knowledge of customer buying habits.
    • Created a comprehensive set of guidelines to measure program and policy effectiveness.
    • Trained staff members at key national partner organizations.
    • Wrote detailed quarterly reports outlining grant progress.
    Education
    1996
    High School DiplomaRiverdale High School － Fort Myers, Florida, US
    Languages
    Bilingual Spanish/English
    ​
    Fluent reading/writing Spanish
    Skills
    • 19 years of Customer Service Experience
    • 8 years of Management Experience 
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    Resume Overview

    Companies Worked For:

    • Good Will Inc.
    • Triangle Services
    • National Recreational Properties
    • Burlington Coat Factory
    • Sunrise Community Center
    • Humana Medical Center

    School Attended

    • Riverdale High School

    Job Titles Held:

    • Operations Manager
    • Customer Service
    • Administrative Assistant
    • Merchandise Manager
    • Markdown team/ Cashier / Recieving
    • Nurses Aide
    • Receptionist

    Degrees

    • High School Diploma

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