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Regional Director of Operations Resume Example

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REGIONAL DIRECTOR OF OPERATIONS
Summary

Highly driven Multi-Unit Leader successful at implementing. Focused on performance excellence, driving growth. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.

Results-driven [Job Title] bringing demonstrated record of progressive growth and accomplishment in [Type] industry. Proactive manager and strategic problem-solver with record of achieving challenging profit goals while consistently acquiring new customers and expanding operations. Tenacious in pursuing new revenue streams and sales opportunities.

Skills
  • Operations Management
  • Sales Planning & Management
  • Networking
  • Consultative and relationship selling
  • Project Management
  • Multi-unit operations management
  • QA Performance and Compliance Adherence
  • Team Building & Leadership
  • Communications & Engagement Techniques
Experience
January 2016
to
June 2020
Company NameCity, StateRegional Director of Operations
  • Provided Multi-Unit Leadership, guidance and support to regional developer team, 16 multi unit management teams, 26 managers and 8 regional associates in the Houston Metropolitan, College Station and Waco areas.
  • Supported regional growth and expansion of 15 new locations in three years, increased the by 36% totaling to 42 locations by 2020.
  • Leveraged Project Management experience to open the region's first local training center driving down training costs. Reduced training fees by 83% and increased workforce by 100 stylists in 2020.
  • Developed and established the HR Program for the hiring and professional development of Regional Associates.
  • Served a primary contact and liaison between corporate team, vendors and Houston Region. Assisted Houston COOP BOD with execution of local regional campaigns & meeting support.
  • Networked with industry leaders, businesses, cosmetology programs to open new business opportunity for recruitment and revenue growth leading to high brand visibility.
  • Collaboration efforts between 3rd Party SEO vendors, corporate marketing team and regional team to increase marketing support for franchise owners on market spend analysis and ROI.
  • Provided support and executed regional promotional initiatives to include distribution of marketing collateral, coordination and attendance of trade shows, industry events, social charity events, career fairs, College presentations & recruitment events, and corporate marketing television segments and events.
January 2009
to
March 2011
Company NameCity, StateBilingual Call Center Manager
  • Developed Inbound Bilingual CSR Program for client, Citi Mortgage to provide customer service and identify caller, resolve reason for call and direct calls to Mortgage Specialists and resources.
  • Executed client's processes, procedures and policies, translated procedures to Spanish and created strategic mapping for In-Bound Process.
  • Hired, trained and developed team of 18 to effectively resolve calls in adherence protocols
  • Developed quality assurance standards and established targets for all staff.
April 2002
to
May 2004
Company NameCity, StateCustomer Service Manager
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Trained on sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
October 2000
to
May 2002
Company NameCity, StateSales Skill Development Associate
  • Supported all sales team members to drive growth and development through live call monitoring to provide real-time feedback and lead by example.
  • Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
  • Attended staff and management weekly meetings to provide updates, trends, analysis and weekly recap.
  • Conducted Sprint Sales trainings for new associates as part of on boarding and supplemental coaching to further develop sales skill set.
  • Promoted to Sales Skills Development Associate my first year as manager.
  • Promoted to Bilingual Inbound Manager my first year as bilingual Sprint Repair CSR for Sprint Residential Services. Consecutive top sales for two quarters.
Education and Training
Expected in December 2022
Texas Southmost CollegeCity, StateAssociate of Applied Science: Business Administration And Management
Activities and Honors
  • Member, Houston Community College Advisory Board Committee Member 2018-2020
  • Member, Paul Mitchell Houston Advisory Board Committee Member 2019-2020
  • AFNI Award of Excellence - Manager of the Year
Certifications
  • OSHA 30 Const. & Safety Training - Issued 9/2020
  • American Heart Association Basic Life Support (CPR & AED) - eCard Exp 11/2022 eCard 205507534295
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Resume Overview

School Attended

  • Texas Southmost College

Job Titles Held:

  • Regional Director of Operations
  • Bilingual Call Center Manager
  • Customer Service Manager
  • Sales Skill Development Associate

Degrees

  • Associate of Applied Science : Business Administration And Management

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