GABRIEL TOWNSEND
Ops. Manager
Washougal,WA
Summary
Accomplished Store Manager and Operations Manager with expertise in driving retail success through operational efficiency and sales leadership. Achieved top 3% performance in inventory management and loss prevention while enhancing customer satisfaction and productivity. Developed strategies for account management, streamlined processes, and trained teams to improve service standards and market share.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Account Manager
Rent-A-Center NPS
Vancouver, Washington
12.2024 - Current
- Managed multiple accounts simultaneously, ensuring all deadlines were met and client expectations exceeded.
- Served as primary contact for client concerns, facilitating effective communication and resolution of needs.
- Developed strategies to increase revenue from existing accounts.
- Addressed and resolved customer complaints promptly, enhancing client satisfaction and loyalty.
- Collaborated with sales team to determine best ways to drive market share.
- Drafted proposals outlining services, costs, and benefits for prospective customers.
- Created comprehensive reports on account performance and presented them to senior management.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Recruited, hired and trained new hires to optimize profitability.
Corporate Operations Manager
HH Vancouver WA Flynt management group
Beverly Hills, California
07.2022 - 04.2024
- Based on the role of Operations Manager at the Flynt Management Group, here are eight resume experience statements:
- Oversaw daily operations to ensure compliance with company policies, optimizing workflow and minimizing operational risks.
- Coordinated cross-functional collaboration among departments, enhancing communication and operational efficiency.
- Streamlined inventory management processes, resulting in improved stock accuracy and reduced discrepancies.
- Led a team in implementing new sales strategies, enhancing customer engagement and increasing foot traffic.
- Analyzed sales data to identify trends, allowing for informed decision-making and targeted marketing efforts.
- Analyzed sales data to identify areas of improvement in performance and profitability.
- Developed training programs for staff, enhancing sales techniques and contributing to improved store performance.
- Oversaw the training of new employees on company policies and procedures.
- Conducted regular staff meetings to align on goals, address concerns, and drive team performance.
- Maintained high standards of customer service, directly contributing to an increase in customer loyalty and satisfaction.
- Developed marketing campaigns that increased sales by 15%.
- Managed financial activities including budgeting, forecasting, payroll, accounts receivable and payable.
- Scheduled and coordinated team members so that all shifts were adequately staffed and to meet daily retail targets.
- Facilitated communication between corporate offices and store locations regarding policy changes or updates.
- Organized promotional events that attracted more than 1, 000 people over the course of one weekend.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Implemented campaigns and promotions to help with developing goods and services.
- Assigned tasks to staff, prioritizing workflows and objectives.
Operations Manager
Rent-a-center
Vancouver, Washington
05.2010 - 10.2021
- Streamlined inventory management processes, reducing stock discrepancies and improving overall operational efficiency within the team.
- Coordinated cross-departmental collaboration to enhance service delivery, increasing customer satisfaction and retention rates.
- Implemented training programs for new staff, developing a knowledgeable workforce and improving team performance across operations.
- Directed day-to-day operations by implementing short-term and long-term strategies aligned with business plan and profitability goals.
- Managed staffing needs through recruitment, selection, onboarding, and training.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Collaborated with team leaders on quality audits.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Measured and reviewed performance via KPIs and metrics.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Implemented successful business strategies to increase revenue and target new markets.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Structured HR consulting services to support clients during organizational developments and changes.
Education
Associate of General Studies - General Studies
University of Florida
Gainesville, Florida, FL 09.1999 - 08.2000
Skills
- Operations Oversight
- Team leadership and coaching
- Retail Inventory Management
- POS Systems
- Store Merchandising
- Promotional planning
- Loss Prevention
- Payroll Management
- Sales professional
- Account management
- Client communication
- Revenue growth strategy
- Customer complaint resolution
- Inventory management
- Sales data analysis
- Team leadership
- Cross-functional collaboration
- Staff training programs
- Operational efficiency
- Budget forecasting
- Performance reporting
- Policy compliance
- Promotional event organization
- KPI analysis
- Acquiring new customers
- Sales development
- Goal setting
- Staff management
- Customer relationship management (CRM)
- Schedule management
- Order management
- Relationship building
- Systems and software expertise
- Customer relationships
- Account development
- Management collaboration
- Upselling
- Revenue growth
- Weekly payroll
- Collections expertise
- [Software] CRM
- Prioritizing workflows
- Customer service
- Sales force training
- Event planning
Languages
Spanish, Conversational
Languages
English
Native/ Bilingual
Spanish
Limited
Certification
- Sales force CRM certification
- Fraud and Theft prevention
- Workplace harassment prevention
Accomplishments
- Completion of RAC pilot training program.
- RAC COE manager for 5+ years.
- HH Flynt retail division top 3% of non-comp 2023-24
Affiliations
- Archery
- Hot yoga
- Outdoor hikes
References
References available upon request.
Timeline
Account Manager
Rent-A-Center NPS
12.2024 - Current
Corporate Operations Manager
HH Vancouver WA Flynt management group
07.2022 - 04.2024
Operations Manager
Rent-a-center
05.2010 - 10.2021
Associate of General Studies - General Studies
University of Florida
09.1999 - 08.2000