Chelsea Twehues
Leander,TX
Summary
Positive Regional Operations Manager with an optimistic attitude toward striving to be the best in terms of performance and customer satisfaction. Proficient at carrying out regular operational reviews and leading regional management teams. Knowledge of budgeting, succession planning and performance management.
Overview
18
18
years of professional experience
Work History
District Operations Manager
European Wax Center
02.2020 - Current
- Traveled to over 7 locations per week to manage each store and perform reviews of individual managers and employees.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Developed processes to save on costs and prevent losses.
- Led monthly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Devised and executed training plans for new and existing staff to support competency and compliance.
- Spearheaded operational procedures and processes to improve efficiency and optimize operations.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Processed bi weekly payroll for 80+ associates over 7 locations.
Operations Manager
Dick's Sporting Goods/Field And Stream
10.2016 - 02.2020
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Oversaw front end and warehouse receiving productivity
- Monitored Loss prevention and shrink percentages on a weekly and monthly basis
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Branch Manager
Woodforest Bank
10.2014 - 10.2016
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Lead team of skilled retail bankers in delivering exceptional and small town customer service experience
- Guided team to accomplishing corporate assigned branch goals delivered monthly
- Involved in local community through food banks in low to moderate income environments and sheltes.
- Instructed financial literacy classes to better educate and prepare the community.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Generated financial and operational reports to assist management with business strategy.
- Boosted sales and customer loyalty through incentive programs.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Submitted loan applications to underwriter for verification and recommendation.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Assistant Store Manager
Dick's Sporting Goods, Inc
08.2011 - 10.2014
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
Store Manager
Vanity Shops
07.2005 - 08.2011
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Education
Bachelor of Science - Marketing
Urbana University
Urbana, OH12.2010
Skills
- Negotiation
- Contract Management
- Financial Management
- Performance Evaluations
- Analytical Thinking
- Process Improvement
- Inventory Control
- Inventory Management
- Schedule Management
- Employee Development
- Employee Relations
Timeline
District Operations Manager
European Wax Center
02.2020 - Current
Operations Manager
Dick's Sporting Goods/Field And Stream
10.2016 - 02.2020
Branch Manager
Woodforest Bank
10.2014 - 10.2016
Assistant Store Manager
Dick's Sporting Goods, Inc
08.2011 - 10.2014
Store Manager
Vanity Shops
07.2005 - 08.2011
Bachelor of Science - Marketing
Urbana University