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
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Accomplishments
Management:
- Promoted to Lead within 3 months of employment.
Customer Relations:
Workflow Planning:
- 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 ManagerGraphic Packaging － Battle Creek , MI
- 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 ServiceCopart － Concord , NC
- 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 AssistantUs Lbm Holdings － Big Spring , TX
- 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 ManagerDollar Tree － Boca Raton , FL
- 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 Gundersen Health System － Decorah , WI
- 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 AideRogers Memorial Hospital － Nashville , TN
- 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 － City , STATEMet 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.
- 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.
Education
1996
High School DiplomaRiverdale High School － City, State, 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
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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