Andria Osgood
Chula Vista,CA
Summary
Highly qualified and results-oriented professional with solid interpersonal communication and problem-solving skills. My expertise extends to providing exemplary customer service, coaching, and mentoring employees, and exceeding company goals and objectives. I am an energetic and goal-oriented individual with an impressive performance record, and a well-rounded background in business operations, marketing and sales, event operations, human resource administration, and financial reporting.
I am currently seeking an Operations Manager position that will allow me to utilize all my skills, abilities, and areas of expertise. I am confident that I can contribute to any organization that values excellence, dedication, and commitment. I am adept at training managers to improve employee relations, increase understanding of legal requirements effectively motivate employees, and strengthen relationships at all levels. I am an articulate, inspiring, and hands-on leader with strengths in program management, process improvement, and data analytics. I am forward-thinking, results-driven, and focused on facilitating relationships and collaboration between diverse employees and departments in order to accomplish common goals.
Thank you for considering my application.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Team Member Engagement Manager
SDZWA
09.2023 - Current
- Enhanced employee engagement by implementing innovative strategies and programs.
- Developed effective communication channels for increased collaboration between departments.
- Increased employee satisfaction with tailored training and development opportunities.
- Boosted employee retention rates by conducting regular feedback surveys and implementing improvements based on results.
- Drives a culture of engagement by curating, managing and hosting employee focused events balancing employee development, recognition, productivity and fun.
- Recommends, manages, and implements projects/programs to improve any identified gaps with regards to employee experience, recognition, engagement, retention, and culture while aligning with long-term strategic objectives based on feedback acquired from key stakeholders.
- Manages and partners with SDZWA leadership to build and implement a listening strategy (focus groups, surveys, etc.) fostering a culture that values and takes action on employee feedback.
- Manages projects (Mentor/Peer-to-Peer Buddy Programs, etc.) from initiation to closure, develops project plans and milestones, secures appropriate resources, and provides stakeholder updates on progress.
- Leverages data and cross-departmental relationships to gain insights into the employee experience and operations culture related to engagement, retention, and communication to inform the approach towards improvements.
- Creates and tracks metrics to measure success of employee engagement initiatives.
- Develops, manages, and executes Employee Engagement Budget.
- Promoted a positive work culture by organizing team-building activities and events throughout the year.
Retail Operations Manager
San Diego Zoo Wildlife Alliance
01.2021 - Current
- Enhanced store productivity by streamlining operational processes and implementing efficient work practices.
- Boosted overall sales performance by identifying opportunities for improvement and implementing targeted sales strategies.
- Developed a high-performing team through effective recruitment, training, and mentoring initiatives.
- Managed inventory control and stock levels by implementing accurate tracking systems and optimizing orders.
- Leads and inspires quick service food/retail staff and is responsible for hiring, training and development, mentoring, and performance management. Motivates staff and creates and environment conducive to driving employee engagement.
- Oversees quick service food/retail operations including but not limited to: scheduling and staffing, ensuring a high quality guest experience, menu development, safety, cleanliness, and facility maintenance or improvement needs. Assists with project management of facility(s) as needed. Acts as Duty Manager of department as scheduled.
- Exercises fiscal accountability and responsibility for assigned budget(s) including but not limited to: implementing strategies to maximize revenue, managing cost of goods, managing labor and operating supplies. Develops and manages shared revenue contracts and business operations that create new business relationships, and increase revenue and enhance the guest experience as directed.
- Responsible for inventory management for assigned operations. Oversees point of sale and inventory software solutions for revenue and data integrity and functionality. Oversees and manages multiple venue inventory accuracy and operating costs.
- Develops and manages safety programs with the goal of preventing employee and guest injury. Ensures compliance with health, safety, sanitation and alcohol awareness standards. Ensures kitchen/culinary best practices are established and followed.
- Improved customer satisfaction ratings with attentive service, prompt issue resolution, and proactive relationship building efforts.
Retail Operations Manager
Hard Rock Hotel San Diego
01.2017 - 01.2021
- Enhanced store productivity by streamlining operational processes and implementing efficient work practices.
- Boosted overall sales performance by identifying opportunities for improvement and implementing targeted sales strategies.
- Developed a high-performing team through effective recruitment, training, and mentoring initiatives.
Financial Assistant Manager
Hard Rock Café San Diego
01.2015 - 01.2018
- Increased financial accuracy by diligently maintaining and updating financial records.
- Streamlined invoicing processes for improved efficiency and timely payments.
- Enhanced budget management by closely monitoring expenses and identifying areas for cost reduction.
- Collaborated with the accounting team to ensure accurate financial reporting and analysis.
- Improved cash flow management by regularly tracking receivables and payables.
- Supported annual audits with meticulous documentation and record-keeping, ensuring a smooth process.
- Developed forecasting models to assist in strategic planning and decision-making processes.
Sales & Marketing Coordinator
Hard Rock Café San Diego
01.2011 - 01.2015
- Boosted sales revenue by developing and implementing targeted marketing campaigns.
- Enhanced brand visibility by managing online presence, including company website and social media accounts.
- Streamlined internal communication for increased efficiency between the sales and marketing teams.
- Optimized marketing materials with engaging visuals and persuasive copy, resulting in higher conversion rates.
- Achieved customer satisfaction through prompt response to inquiries, leading to repeat business and positive referrals.
- Increased lead generation by executing innovative outbound strategies, such as cold calling and email campaigns.
Education
Associate of Arts - Psychology
San Diego City Community College
San Diego, CA05.2008
Some College (No Degree) - General Studies
Southwestern Community College
San DiegoSkills
- Trained in Covid-19 safety guidelines and procedures
- Well versed in visual marketing of a universal brand
- Highly proficient in Microsoft Office, Salesforce, Kronos, Oracle, Micros, Lawson, Microsoft Office, DayForce, Appetize, Cbord, & YellowDog
- Outstanding customer service and leadership skills
- Survey Design
- Organizational Development
- Employee Relations
- Training facilitation
- Coaching and Mentoring
- Workplace Safety
- HR background
- Dispute Resolution
- Diversity and Inclusion
- Recruitment and selection
- Training development
Certification
- San Diego County Department of Environmental Health & Serve Safe – Food Handler Certified
- Hard Rock International – Trainer Certified
- Trained in Covid-19 safety guidelines and procedures.
- Completion Emerging Leadership program, SDZWA - 2022-2023
Awards And Accolades
- Awarded best EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) to budget in all Hard Rock International, with EBITDA finishing 2019 at 27.3 % which was up 6.7% to budget.
- Reginal Training Manager for the Pacific West Region.
Timeline
Team Member Engagement Manager
SDZWA
09.2023 - Current
Retail Operations Manager
San Diego Zoo Wildlife Alliance
01.2021 - Current
Retail Operations Manager
Hard Rock Hotel San Diego
01.2017 - 01.2021
Financial Assistant Manager
Hard Rock Café San Diego
01.2015 - 01.2018
Sales & Marketing Coordinator
Hard Rock Café San Diego
01.2011 - 01.2015
Associate of Arts - Psychology
San Diego City Community College
Some College (No Degree) - General Studies
Southwestern Community College