Brianna M. Warner
Victoria,MN
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Account and Project management. I am a “big picture” thinker and creative decision maker/problem solver, focused on developing people, and effective solutions to exceed project goals while ensuring the continuous delivery of top-notch service. I have a passion for my work which is infectious and enables me to build rapport quickly with customers, coworkers, and vendors alike.
Overview
19
19
years of professional experience
Work History
Assistant Director of Operations
Johnson Brothers
08.2023 - Current
- Streamlined operational processes by implementing efficient systems and procedures, resulting in increased productivity and cost savings.
- Managed a team of over 50 employees, ensuring optimal performance and adherence to company policies and standards.
- Oversaw inventory control and management, reducing waste while maintaining adequate stock levels for seamless operations.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
National Director of Customer Service
Johnson Brothers
07.2019 - 08.2023
- Improved overall company performance by developing and implementing strategic initiatives that led to increased revenue and market share.
- Strengthened relationships with key stakeholders, facilitating collaboration and fostering a productive work environment.
- Established effective communication channels within the organization, promoting transparency and timely information sharing among team members.
- Developed comprehensive budget plans, ensuring accurate financial forecasting and responsible resource allocation.
- Spearheaded organizational change initiatives, streamlining processes and improving operational efficiency.
- Oversaw talent acquisition efforts, attracting top industry professionals and contributing to the growth of a highly skilled workforce.
- Acted as one of the founding board members for the Diversity & Inclusion council within Johnson Brothers.
- Created curriculum and provided companywide training on Neurodiversity
Customer Service Manager
Prime Therapeutics
08.2018 - 01.2019
- Helped create a virtual call-center work environment to assist members with their pharmaceutical benefits and enrollments.
- Managed a team of 20+ remote employees in a virtual environment across the US.
- Responsible for meeting specific KPI's such as: Average call time, first call resolution, productivity, and retention.
- Organized and produced onboarding training process for the work from home team.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
Production/Project Manager
Direct Source
01.2015 - 08.2018
- Developed and managed national sales accounts for Tier 1 retailers, including but not limited to: Target, Dollar Tree, Family Dollar, American Eagle, Home Goods, and Neiman Marcus
- Severed as Technical and Project Lead, responsible for managing multiple implementation projects for Tier 1 accounts
- Developed detailed project plans with clearly defined objectives, timelines, deliverables, and resources needed for successful execution.
- Managed production team of 15+, as well as the production process to ensure all hardware, software and related equipment is delivered on time to customer facilities during implementations.
- Conducted risk assessments for potential issues during project implementation, developing contingency plans to mitigate impact on overall timeline and budget.
- Managed cross-functional teams for successful completion of complex production projects within tight deadlines.
- Created lasting relationships with customers, leading to repeat business and increased order size
District Manager
Sanctuary SalonSpa
05.2010 - 05.2014
- Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
- Developed and managed numerous corporate sales accounts within the Midwest region.
- Exceeded sales goals for multiple salon/spa locations and services over 5% annually for fiscal years 2012-2014.
- Managed all sales scheduling, forecasting, reporting, customer quoting, invoicing, AR/AP and inventory for all locations.
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Conducted extensive P&L analysis, created and reviewed statements, forecasted and project daily, monthly, and annual service goals, retail goals, while maintaining labor and product costs.
- Created and implemented marketing campaigns, including email, online, brochures, promotions, direct mail, print ads, newsletters & social media.
- Managed all talent-acquisition and professional development initiatives, providing leadership to 40+ service sales staff and managers.
Director of Operations
Lancer Catering/Como Town Amusement Park
04.2007 - 04.2010
- Managed the buying/sales cycle of capital equipment and inventory resulting in closed sales of 5-20 million.
- Managed sales and operations teams of 80+ associates and supervisors, to ensure sales forecasts and customer satisfaction benchmarks were exceeded.
- Created new revenue stream by implementing camp programs, corporate & direct consumer events.
- Produced marketing plan, including email, website, brochures, promotions, newsletters & social media.
- Implemented “Green” ticketing system, resulting in significant cost savings and additional revenue stream.
- Created new training materials, manuals and executed new company procedures and policies.
- Executed new safety procedures companywide to provide top-notch guest safety.
- Served as Catering & Hospitality sales liaison for corporate events as well as weddings at Como Park Zoo & Conservatory.
Customer Service Manager
Mall of America
02.2005 - 03.2007
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Created databases and implemented process to monitor and forecast Visa gift card sales and manage promotions. Added focus and forecasting resulted in 7% growth from 2005-2007.
- Managed a team of 75 Front line employees, 8 call center operators, 10 Team Leads and Supervisors.
- Implemented marketing/communication program, including email, online, brochures, promotions, direct mail pieces, print ads & newsletters.
- Established a new Lost & Found program by implementing new communication methods to those customers who had lost or misplaced items.
Education
Coursework - Hospitality Administration And Management
UNIVERSITY OF PHOENIX
Brooklyn Park, MinnesotaCoursework - Business Administration And Management
DEVRY
Edina, MinnesotaCosmetology License -
SCOT LEWIS SCHOOL OF COSMETOLOGY
Bloomington, MinnesotaSkills
- Quality Assurance
- Strategic Planning
- Adaptability
- Cross-functional Collaboration
- Data Analysis
- Performance Metrics
- Budgeting and Forecasting
- Vendor Relations
- Staff & Business Development
- Customer Needs Assessment
- Account Management
- Issue Escalation
Community Service
- Westwood Central Africa Mission Team Member
- Girl Scout Day Camp Programming Director
- Girl Scout Troop Leader and Service Unit Volunteer
- District 112 Parent Volunteer
- CC United Soccer Club Youth Coach
- Aveda Clean Water Mission advocate/Team Member
- National Volunteer of the Year
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Assistant Director of Operations
Johnson Brothers
08.2023 - Current
National Director of Customer Service
Johnson Brothers
07.2019 - 08.2023
Customer Service Manager
Prime Therapeutics
08.2018 - 01.2019
Production/Project Manager
Direct Source
01.2015 - 08.2018
District Manager
Sanctuary SalonSpa
05.2010 - 05.2014
Director of Operations
Lancer Catering/Como Town Amusement Park
04.2007 - 04.2010
Customer Service Manager
Mall of America
02.2005 - 03.2007
Coursework - Hospitality Administration And Management
UNIVERSITY OF PHOENIX
Coursework - Business Administration And Management
DEVRY
Cosmetology License -
SCOT LEWIS SCHOOL OF COSMETOLOGY
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