Adriana Everett
Houston,TX
Summary
At HEB Grocery Store, I spearheaded operations, enhancing customer satisfaction and streamlining processes, which led to a notable increase in efficiency. Leveraging skills in strategic planning and employee training, I fostered a team-oriented environment, achieving significant improvements in productivity and service quality without compromising on safety or compliance.
Overview
13
13
years of professional experience
Work History
Manager of Operations
HEB Grocery Store
08.2022 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
- Optimized inventory control procedures to minimize stockouts and excess inventory levels.
- Streamlined operational processes by implementing efficient workflow management strategies.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Managed cross-functional teams for successful project completion and timely delivery.
- Partnered with vendors and suppliers to effectively manage and budget.
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Led team meetings to discuss performance metrics, fostering culture of continuous improvement and accountability.
- Reduced downtime and improved productivity by maintaining equipment and scheduling regular maintenance checks.
- Developed training programs for new employees, ensuring high level of competence and quick adaptation to their roles.
- Improved team morale with regular feedback sessions and recognition of outstanding performance.
- Streamlined communication between departments, enhancing collaboration and project outcomes.
- Fostered safety-first culture, implementing new policies that led to decrease in workplace accidents.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant Service Manager
HEB Grocery Store
02.2017 - 08.2022
- Met with customers to discuss service needs and develop effective and practical solutions.
- Interacted with customers to evaluate their needs and suggested appropriate services.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Increased overall efficiency within the department by optimizing workflow processes and eliminating bottlenecks in service delivery.
- Conducted regular performance evaluations for staff members, offering constructive feedback and setting goals for professional growth.
- Implemented training programs for new employees to quickly familiarize them with company policies, procedures, and safety guidelines.
- Resolved customer complaints in professional and timely manner.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Business Center Representative
HEB Grocery Store
01.2012 - 04.2013
- Troubleshot technical issues for clients, quickly resolving problems and minimizing downtime.
- Implemented effective billing processes, ensuring timely payments from clients while maintaining positive relationships.
- Enhanced customer satisfaction by providing professional and timely assistance with business center services.
- Maintained a clean and organized business center, ensuring a professional atmosphere conducive to productivity.
- Trained new employees on business center procedures and best practices, fostering a knowledgeable workforce capable of delivering excellent service.
- Answered phone calls to handle customer concerns and complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Bookkeeping Supervisor
HEB Grocery Store
04.2013 - 01.2017
- Streamlined bookkeeping processes by implementing efficient organizational systems, reducing errors and improving overall accuracy.
- Kept bookkeeping operations in full compliance with legal statutes.
- Assisted in the successful completion of external audits by providing thorough documentation and answering auditor inquiries promptly.
- Increased productivity of bookkeeping team by providing ongoing training and support on accounting software and best practices.
- Performed month-end closing procedures efficiently, ensuring all transactions were properly recorded and reconciled.
- Prepared detailed variance analyses for presentation to senior leadership, highlighting areas requiring further attention or action.
- Cultivated a positive work environment that encouraged teamwork, open communication, and continuous improvement of bookkeeping processes.
- Ensured compliance with regulatory requirements through meticulous record-keeping and prompt filing of necessary documentation.
- Maintained and processed invoices, deposits, and money logs.
- Reconciled and corrected issues with financial records.
- Monitored front areas so that questions could be promptly addressed.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Cashier
HEB Grocery Store
10.2011 - 01.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Associate Of Applied Science - Applied Psychology
Lone Star College
Houston, TXSkills
- Decision-making
- Customer service
- Quality assurance
- Strategic planning
- Inventory management
- Problem-solving
- Time management
- Safety procedures
- Conflict resolution
- Employee training
- Risk management
- Emergency response
- Process improvement
- Budget management
- Vendor management
- Regulatory compliance
- Staff recruitment
- Loss prevention
- Cross-functional coordination
- Staff management
- Operations management
- Schedule management
- Employee motivation
- Performance evaluations
- Customer retention
- Employee relations and conflict resolution
- Policies and procedures implementation
- Health and safety compliance
- Maintenance planning
- Building and facility management
Timeline
Manager of Operations
HEB Grocery Store
08.2022 - Current
Assistant Service Manager
HEB Grocery Store
02.2017 - 08.2022
Bookkeeping Supervisor
HEB Grocery Store
04.2013 - 01.2017
Business Center Representative
HEB Grocery Store
01.2012 - 04.2013
Cashier
HEB Grocery Store
10.2011 - 01.2012
Associate Of Applied Science - Applied Psychology
Lone Star College