Brandy Lyons
Banning,California
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Experienced with operational strategy, effectively overseeing large-scale projects and improving productivity. Utilizes comprehensive knowledge of resource management to achieve efficient workflow. Track record of leading high-performing teams and implementing impactful process improvements.
Overview
17
17
years of professional experience
Work History
Senior Operations Manager
Regus
04.2013 - Current
- Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
- Work closely with management team to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices.
- Oversee and report weekly, monthly, quarterly, and annual metrics.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Identify trends and assess opportunities to improve processes and execution.
- Anticipate and track operational and tactical risks and provide strategic solutions.
- Manage day to day business of the operations department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.
- Play a significant role in long-term planning, project status reporting, and implementing change control processes. I Work closely with AVP special planning and departmental projects.
- Complete reasonability testing and information validation prior to circulating findings and recommendations to VP and peers.
- Collaborate with back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values.
- Collaborate with transitions and onboarding team as needed.
- Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving operations and escalate to appropriate level when required.
- Establish and maintain credible, professional relationships with clients, internal business lines, and external vendors. Solicit and respond to feedback while gaining commitment and support.
- Support back-office and company-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.
- Remain up to date on industry regulations, trends, and technology.
Customer Operations Manager
LA Fitness
06.2008 - 01.2013
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
High School Diploma -
St Elizabeth High School
Psychology
Los Angeles City College
Skills
- Business Development
- Staff training/development
- Productivity improvement
- KPI reporting
- Strategic planning
- Cost reduction
- Technology integration
- Budget administration
- KPI tracking
Personal Information
Title:
Timeline
Senior Operations Manager
Regus
04.2013 - Current
Customer Operations Manager
LA Fitness
06.2008 - 01.2013
Psychology
Los Angeles City College
High School Diploma -
St Elizabeth High School
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