Caitlin Thorsson
Grayslake,IL
Summary
Proven leader in service operations at Mariano's, adept in staff development and operations management. Enhanced service delivery by implementing standardized processes, achieving significant improvements in employee morale and customer satisfaction. Skilled in coaching and mentoring, with a knack for problem-solving and time management. Successfully reduced employee turnover and optimized resource allocation, driving organizational growth.
Overview
16
16
years of professional experience
Work History
People Services Manager
Mariano's
03.2024 - Current
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
- Hired, trained and supervised team of service staff members to meet business goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Service Operations Manager
Mariano's
11.2017 - 03.2024
- Improved service operations efficiency by implementing standardized processes and procedures.
- Delivered excellent customer service experiences through regular feedback collection, analysis, and action planning based on client needs.
- Managed multiple projects concurrently while maintaining strict adherence to deadlines and quality standards.
- Built a culture of continuous improvement by encouraging innovation from team members at all levels of the organization.
- Optimized staff scheduling practices to balance workload distribution and minimize overtime expenses without compromising service quality or employee morale.
- Achieved consistent on-time project completion by effectively managing schedules, resources, and budgets.
- Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
- Enhanced customer satisfaction through proactive problem resolution and consistent communication with clients.
- Resolved customer complaints in professional and timely manner.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Third Person
Jewels Osco
05.2008 - 11.2017
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Taught and trained new hires.
Education
Elgin High School
2010
Skills
- Staff Development
- Service Delivery
- Technical knowledge
- Operations Management
- Task Delegation
- Problem-Solving
- Time Management
- Reliable and Responsible
- Outgoing and Energetic
- Customer Service Management
- Employee Training and Development
- Coaching and Mentoring
- Employee Supervision
- Leadership Development
- New Employee Hiring
- Supply Ordering
- Employee Relations
- Schedule Management
Timeline
People Services Manager
Mariano's
03.2024 - Current
Service Operations Manager
Mariano's
11.2017 - 03.2024
Third Person
Jewels Osco
05.2008 - 11.2017
Elgin High School