Felicia Snerley-Johnson
Houston,TX
Summary
Seasoned Operations Manager and talented leader with 11 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
Work History
Operations Manager
Pacific Dental Services
02.2020 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Managed office within budget guidelines for clerical and auxiliary supply purchases, equipment upgrades and labor costs.
- Recruited, hired and developed office teams to offer best-in-class patient care.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Ambassador
Amazon
06.2021 - 05.2022
- Assisted team with operational policies and procedures to drive services.
- Represented organization at professional conferences, delivering engaging presentations to diverse audiences.
- Led small group sessions to help students review and practice concepts.
- Created, collected, and recorded data on team member progress to determine next steps for team member success.
- Offered feedback to other providers to effectively address team members' needs.
Front End Team Lead
Target
07.2014 - 02.2020
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored cash drawers in 21 checkout stations to verify adequate cash supply.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Utilized store analytics to identify areas of improvement in customer experiences.
- Maintained transaction security by verifying payment cards against identification.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Created employee schedules to align coverage with forecasted demands.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Handled day-to-day accounting processes to drive financial accuracy.
Guest Services Supervisor
Kroger
06.2013 - 12.2014
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
Education
High School Diploma -
Cypress Springs High School
Cypress, TX05.2013
Skills
- Financial Management
- Planning and Implementation
- Team Leadership
- Staff Management
- Employee Motivation
- Business Planning
- Program Administration
- Workflow Optimization
- Customer Retention
Timeline
Ambassador
Amazon
06.2021 - 05.2022
Operations Manager
Pacific Dental Services
02.2020 - Current
Front End Team Lead
Target
07.2014 - 02.2020
Guest Services Supervisor
Kroger
06.2013 - 12.2014
High School Diploma -
Cypress Springs High School
Similar Profiles
HOLLY PETEKHOLLY PETEK
Registered Dental Hygienist at Ruby Canyon Dental, Pacific Dental ServicesRegistered Dental Hygienist at Ruby Canyon Dental, Pacific Dental Services
CHELSEY ELLIOTTCHELSEY ELLIOTT
Director, Emerging Technologies and Life Sciences; Business Technology Advocate at PDS Health (fka Pacific Dental Services)Director, Emerging Technologies and Life Sciences; Business Technology Advocate at PDS Health (fka Pacific Dental Services)
Stacey BurkStacey Burk
Regional Manager at Pacific Dental ServicesRegional Manager at Pacific Dental Services
Gabriela FloresGabriela Flores
Dental Assistant (DA) at Pacific Dental ServicesDental Assistant (DA) at Pacific Dental Services
SHARON GUERREROSHARON GUERRERO
Logistics Specialist at Army National GuardLogistics Specialist at Army National Guard