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OPERATIONS SUPPORT MANAGER Resume Example

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OPERATIONS SUPPORT MANAGER
Summary

Seasoned Operations and Human Resources Manager offering 20 + years of delivering sustained results and effective change for clients within multiple industries. History of providing personalized branded service consulting; as well as, tools, resources and expertise to achieve optimal brand performance and guest loyalty. Serving as a primary point of contact for hotel franchisees, owners, and General Managers. Working closely with clients to identify performance gaps in product/quality, service levels, food and beverage execution, hotel staff morale/retention and training needs which impact individual and group performance. Collaboratively developing strategies to grow guest experiences and improve operational effectiveness while promoting positive employee relations/engagement.

Skills
  • Human Resources
  • Leadership development
  • Strategy
  • Facilitation
  • Operational improvement
  • Team-building activities
  • Talent acquisition
  • Performance management
  • Relationship development
  • Problem resolution
Experience
OPERATIONS SUPPORT MANAGER | 01/2011 to Current
Company Name - City, State
  • Oversees the operational performance within 240 plus branded hotels throughout the United States delivering consulting expertise on all Intercontinental Hotels Group brands and disciplines related to service and loyalty program delivery within both the franchise and company managed estate.
  • Spearheaded highly effective, targeted strategies across hotel operations utilizing both virtual and onsite consultation tools that produced measurable increases in all measured performance results year over year.
  • Promoted three times during my tenure within the organization to provide complex consulting specialty in key revenue markets both in the human resources and operations field.
  • Selected to lead the training experience for an assigned group of table facilitators within the Americas Human Resources team resulting in the successful delivery of a branded training program to 1520 General Managers.
  • Selected as a member of a project team responsible for the content development and program delivery of a branded human resources workshop that has resulted in the successful delivery of 30 workshops throughout the US.
  • Selected as a member of a project team responsible for piloting operations and human resources market approaches within the San Francisco market that successfully rolled out into 12 major markets within the Americas.
  • Awarded the 2014 Winning Ways Award - Aim Higher for consistent delivery of department goals and expectations while identifying ways to improve relationships to deliver business results.
FLAGSHIP HUMAN RESOURCES MANAGER | 01/2009 to 01/2011
Company Name - City, State
  • Leveraged in the district as a member of the district recruitment team for 16 Banana Republic stores that has resulted in leadership placement throughout the Los Angeles area.
  • Achieved optimal staffing levels for peak and non-peak periods through execution of recruitment strategy, which includes in store marketing, job boards, and direct recruiting of both customers and competitive retailers.
  • Facilitated several leadership development training for store leadership team and sixteen General Managers.
  • Developed employee recognition program that resulted in higher employee satisfaction ratings.
SENIOR TRAINING aND DEVELOPMENT PARTNER, SENIOR RETAIL PERFORMANCE CONSULTANT | 01/2006 to 01/2008
Company Name - City, State
  • Developed capability in more than 3400 retailers in 44 states, including 67 Divisional, Regional, and District Managers.
  • Designed training programs for improved employee and customer engagement, effective communications, expanded intrinsic motivation and emotional intelligence, increased sales and to improve customer satisfaction.
  • Created, implemented and maintained new technology, introducing and fine-tuning e-learning versions of training, including webinars, virtual meetings, web-based training and consultations for individuals and teams.
  • Established 7 critical customer service, employee retention and management training programs.
  • Distinguished Ace Hardware #1 in customer service 2 years in a row, maximizing capabilities of 900 employees, training 61 customer service and leadership development programs nationwide.
  • Activated 27% greater employee engagement, with training and coaching in a $2.5M organization.
  • Exceeded annual performance goals despite 50% turnover of field staff, training 30 of 50 programs.
Education and Training
University of Phoenix - City, State
Masters of Business Administration
Human Resources, 2009
University of Phoenix - City, State
Masters of Arts
Organizational Management, 2005
University of Arizona - City, State
Bachelor of Arts
Psychology, 2000
Certifications

Professional Human Resources Certification - PHRCa

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Resume Overview

School Attended

  • University of Phoenix
  • University of Arizona

Job Titles Held:

  • OPERATIONS SUPPORT MANAGER
  • FLAGSHIP HUMAN RESOURCES MANAGER
  • SENIOR TRAINING aND DEVELOPMENT PARTNER, SENIOR RETAIL PERFORMANCE CONSULTANT

Degrees

  • Masters of Business Administration
    Masters of Arts
    Bachelor of Arts

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