Operations Manager

Operations management for a call and change-processing center in government aid program eligibility. In charge of all operating policies and procedures, corrective action flows, training, team engagement, and development. Leading and growing a team of staff on both on-site and remote teams, including a Hearings and Appeals team, three team leaders, and four supervisors. Actively participating in process improvement, project-wide training, feedback and data collection, program pilots, and smooth project implementation.

Negotiated prices, terms of sales, and service agreements.
Wrote sales contracts for custom orders and fulfilled these orders.
Sourced and purchased inventory according to knowledge of vintage and antique items.
Repaired, customized, and created clothing pieces.
Met existing customers to review current services and expand service opportunities.
Tracked and analyzed sales, personal business inventory, expenses, supplies, contacts, and other vital business information.
Created social media content across many platforms to advertise product benefits, sales, and personal experiences.
Created and maintained positive service connections, social media presence, and client loyalty.

Assistant store manager leading hiring, scheduling, training, development, and overall business functions for all service departments and across a 40 million dollar store. Set expectations for leaders and team members and hold them accountable in all areas; safety, guest experience, cleanliness, guest perception, teamwork, and metrics delivered. Hold team members accountable for creating a guest-centered environment. Provide development and skill building for team members to grow continuously. Track metrics and take actions like providing training and feedback to improve. Ensure guest experience throughout the store and especially at the front of the store (registers, order pickup, and service desk) is optimal. Write a schedule that delivers the best possible guest experience while also meeting the needs of the team members. Work closely with other executives and the store director to plan and problem solve throughout the store. Routinely run store operations and act as closing manager for the store when other leaders are gone.

Led team by example, creating special moments with guests and making them feel welcome and helped as we ensure fast and friendly service.
Organized break schedules, tracked guest needs, filled necessary register supplies, and ensured a clean and well-functioning front end.
Observed and coached my team on excellent service standards as I trained them on processes and devices they may not have needed to know or use in the past.
Teach higher expectations for team, including attendance, attitude, empowerment, and knowledge about current promotions and loyalty programs.
Led team with joy and care to ensure good morale and trust, so that my team knows that I have our guests' and team members' best interests at heart.

• Supervised and led group of team members.

• Modeled and coached to best practices for logistics methods.

• Audited logistics accuracy, then trained team members to meet shortcomings and grow continuously.

• Organized work flow and team assignments during normal day-to-day operations as well as during high-stress changes in backroom process.

• Wrote and revised schedules weekly to ensure coverage and optimal workload management.

• Promoted a positive and happy work environment while constantly teaching growth and celebration of change.

Major English (concentration in Literature)
Minors in creative writing and women's studies