Andrea Kirkland
Amherst,VA
Summary
Detail-oriented leader with a background in operations, customer service, and hospitality. Recognized for strong organization, professional guest support, and steady execution in fast-paced settings. Dedicated to seamless workflow, high quality service, and team performance and attitude.
Overview
9
9
years of professional experience
Work History
Operations Manager
The Brothers that just do Gutters
Lynchburg, Virginia
02.2019 - Current
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve the business plan and profitability goals.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Trained field staff on safety practices, service standards, and workflow procedures
- Managed gutter installation and cleaning schedules across daily service routes
- Coordinated crew assignments with sales, production, and customer service teams
- Oversaw jobsite readiness, materials, and equipment for roofing and gutter projects
- Worked closely with supply vendors to ensure materials arrived prior to the job
- Reviewed work orders, estimates, and project details for accurate execution
- Monitored customer communication through service updates, social media, phone calls and texts, emails, and Google reviews
- Assessed employee development needs and provided feedback on their progress toward meeting goals.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Created detailed reports on the performance of individual departments within operations.
- Presented performance and productivity reports to supervisors.
- Oversaw financial management, budget management, accounting and payroll activities.
- Measured and reviewed performance via KPIs and metrics.
- Performed cost analysis for various projects to determine budget requirements.
- Prepared staff work schedules and assigned team members to specific duties.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented successful business strategies to increase revenue and target new markets.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Maintained accurate financial records using QuickBooks software.
Airbnb Host
Airbnb
Amherst, Virginia
03.2023 - Current
- Developed strategies to maximize profits from short-term rentals.
- Managed Airbnb guest messaging and booking inquiries through platform inbox.
- Updated reservation calendar, availability, and pricing settings in Airbnb platform.
- Created detailed listings on Airbnb with photos and accurate descriptions of the property amenities.
- Prepared listing descriptions, photos, and house rules for Airbnb properties.
- Coordinated check-in and check-out instructions for arriving guests.
- Resolved guest concerns and property issues during active stays.
- Greeted guests upon arrival and provided information about the property and local area.
- Responded to guest inquiries in a timely manner by phone, email, or text.
- Reviewed guest feedback and adjusted hosting practices for Airbnb standards.
- Maintained property by executing cleaning and restocking tasks to provide a welcoming environment.
- Organized and maintained a clean, safe, and inviting environment for guests.
- Advised guests on attractions in the local area based on their interests.
Department Manager
Lowes Home Improvment
Madison Heights, Virginia
02.2019 - 11.2020
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Supervised associates on sales floor and daily task execution
- Monitored inventory levels and coordinated merchandise replenishment
- Organized department displays and maintained store presentation standards
- Enforced safety procedures and compliance standards throughout department
- Coordinated schedules, coverage, and workflow across department shifts
- Handled shift overstock, restocking, and inventory control.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Executed opening and closing procedures for the management team and managed cash transactions.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Monitored daily sales figures to track trends in customer buying behavior.
- Conducted regular performance reviews to monitor progress of individual employees.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
- Analyzed sales data and market trends to adapt strategies and maximize profitability.
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Resolved customer complaints and issues promptly and professionally.
- Delegated work to staff, setting priorities and goals.
- Implemented quality control measures to uphold company standards.
- Trained staff on product knowledge and selling techniques.
- Resolved customer complaints regarding sales and service.
Customer Service Representative
Lowes Home Improvment
Madison Heights, VA
09.2017 - 02.2019
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection across home improvement departments.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Processed transactions at register and handled cash accurately.
- Directed customers to departments, aisles, and store services.
- Located items and checked inventory for customer requests.
- Maintained clean service areas and organized customer-facing materials.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Amherst High School
Amherst, VA05-2014
Skills
- Effective problem solving under pressure
- Clear, exceptional communication
- Close attention to detail
- Strong organization
- Superb, professional hospitality
- Ability to lead while executing
Timeline
Airbnb Host
Airbnb
03.2023 - Current
Operations Manager
The Brothers that just do Gutters
02.2019 - Current
Department Manager
Lowes Home Improvment
02.2019 - 11.2020
Customer Service Representative
Lowes Home Improvment
09.2017 - 02.2019
High School Diploma -
Amherst High School