Avalon Forrest

Operations & Systems

• Design, implement, and optimize operational processes and systems to improve efficiency and scalability.
• Oversee cross-departmental workflow coordination to ensure smooth execution of company initiatives.
• Manage and improve internal tools for order processing, communication, and project tracking.
• Build and maintain organizational documentation for all standard operating procedures (SOPs).

Accounting & Financial Management

• Supervise accounting functions, including accounts payable, accounts receivable, SOS and reconciliation.
• Collaborate with finance to manage budgets, cost control, and pricing structure.
• Oversee pricing organization to maintain consistency and profitability across product lines.
• Ensure accuracy and timeliness of financial reporting tied to operations and logistics.

Logistics, Materials & Inventory

• Oversee material ordering, batching, and inventory management to maintain optimal stock levels.
• Coordinate logistics and shipping workflows to ensure on-time delivery and cost efficiency.
• Implement systems for order tracking, vendor coordination, and supply chain visibility.
• Manage order sending and batching processes to align with production schedules and launches.

Customer Experience

• Lead the customer service team to ensure timely, empathetic, and effective issue resolution.
• Develop and maintain strategies for continuous improvement of the customer journey.
• Analyze customer feedback and operational data to enhance service delivery and Satisfaction.

Team Leadership & Management

• Directly manage a team of seven, including performance management, development, and mentorship.
• Oversee team scheduling and coverage during time off to ensure uninterrupted operations.
• Lead training programs to improve team performance, process knowledge, and customer handling.
• Facilitate cross-training and knowledge sharing among departments.
• Support team in problem-solving complex customer or operational challenges.

Launches & Strategic Projects

• Coordinate cross-functional execution of new product launches and company initiatives.
• Align departments to meet launch timelines, production goals, and marketing deliverables.
• Partner with leadership to forecast operational needs during peak seasons or launches.

3Process Improvement & Innovation

• Identify inefficiencies and implement automation or new tools to streamline operations.
• Establish and refine metrics to track operational performance and customer satisfaction.
• Continuously evaluate vendor relationships, systems, and workflows for optimization.

• Led cross-functional initiatives focused on operational efficiency, scalability, and customer impact. Drove workflow redesigns, strategic planning efforts, and change management initiatives.

• Built and scaled the Customer Experience function, overhauling ticket workflows, tagging logic, and reporting. Maintained a 98% CSAT through consistent service standards and continuous process improvement while managing team onboarding, coaching, scheduling, and performance reviews.

• Onboarded new clients by configuring helpdesk platforms and customer service workflows. Authored operational playbooks aligned with brand voice and customer experience goals.

• Managed and coached a 20-person customer service team in a high-volume environment. Oversaw scheduling, quality assurance, escalation management, and performance optimization.

• Led daily kitchen operations, inventory management, and staff training in a fast-paced, high-volume restaurant. Maintained strict quality standards while contributing to menu development and operational improvements.