Hailie Lilly
Dahlonega,GA
Summary
Operations and integration professional experienced in supporting complex workflows, onboarding, and training development in compliance-driven environments. Skilled in documenting processes, managing data accuracy, and collaborating cross-functionally to drive operational efficiency. Strong technical proficiency enhances client service and operational support.
Overview
10
10
years of professional experience
Work History
Tasting Room Manager
Overmountain Vineyards
Tryon, NC
06.2024 - Current
- Lead daily operational oversight for tasting room and direct-to-consumer business, ensuring consistency, accuracy, and high-quality service delivery.
- Developed and documented internal procedures and workflows, enhancing onboarding and training processes for staff members.
- Manage inventory, supply ordering, vendor coordination, and logistics to support uninterrupted operations.
- Coordinate payroll, scheduling, and performance oversight for a team of eight, ensuring compliance with internal policies.
- Acted as the primary point of contact for guest and operational inquiries, resolving issues to promote guest satisfaction and operational continuity.
- Coordinated event planning, execution, and post-event reconciliation, ensuring operational accuracy and guest engagement.
- Utilize business systems and reporting tools to track performance, identify trends, and support decision-making.
Assistant Manager, Wine Club & Loyalty Operations
Crimson Wine Group
Napa, CA
03.2024 - 05.2024
- Coordinated operational integration and administration of wine club programs, achieving accurate setup, billing, fulfillment, and reporting.
- Assisted with month-end reporting, forecasting, and operational tracking to support management decision-making.
- Managed inventory coordination, logistics, and order workflows to ensure accurate fulfillment and delivery timelines.
- Maintained comprehensive operational documentation and facilitated system updates and SKU setup for enhanced accuracy.
- Provided high-touch client support, resolving account issues and coordinating cross-departmental solutions.
- Assisted with event planning and execution, aligning operational processes to ensure seamless delivery.
Wine Club Operations Specialist
Crimson Wine Group
Napa, CA
11.2019 - 03.2024
- Provided operational and administrative support for wine club programs, managing member accounts and ensuring data integrity and accurate order processing.
- Conducted database audits, data cleanup, and inventory reconciliation to ensure accuracy and compliance.
- Supported onboarding of new members and handled account maintenance, order tracking, and return resolution.
- Collaborated with internal teams to streamline workflows and resolve system issues, enhancing overall operational efficiency.
- Delivered concierge-level service via phone, email, and text, maintaining strong client relationships.
- Coordinated projects and documented operational improvements and system updates to support effective implementation.
Wine Club Associate
Crimson Wine Group
Napa, CA
06.2016 - 11.2019
- Supported daily wine club operations including inventory checks, member communications, and order fulfillment.
- Coordinated event planning and execution, ensuring seamless member engagement.
- Managed database projects to enhance data accuracy and streamline reporting processes.
- Proposed process improvements to elevate member experience and optimize operational flow.
Concierge
Crimson Wine Group
Napa, CA
09.2015 - 06.2016
- Delivered exceptional guest service in a high-volume, fast-paced hospitality environment.
- Documented and communicated guest feedback to drive service quality improvements.
- Supported inventory tracking and streamlined daily operations to enhance efficiency.
Education
Associate of Science - Business Administration
Southern New Hampshire University
Hooksett, NH 02.2026 - 05.2026
Some College (No Degree) - Wine Sales & Marketing
Napa Valley College
Napa, CASkills
- Customer relationship management
- Event planning
- Data analysis
- Inventory management
- Team leadership
- Process improvement
- Operations integration
- Onboarding and implementation
- Training documentation and SOP development
- Client account management
- Cross-functional collaboration
- Workflow optimization
- Microsoft Office Suite proficiency
- CRM and database management
- Compliance operations
- Quality control
- Verbal and written communication
- Time management
Timeline
Associate of Science - Business Administration
Southern New Hampshire University
02.2026 - 05.2026
Tasting Room Manager
Overmountain Vineyards
06.2024 - Current
Assistant Manager, Wine Club & Loyalty Operations
Crimson Wine Group
03.2024 - 05.2024
Wine Club Operations Specialist
Crimson Wine Group
11.2019 - 03.2024
Wine Club Associate
Crimson Wine Group
06.2016 - 11.2019
Concierge
Crimson Wine Group
09.2015 - 06.2016
Some College (No Degree) - Wine Sales & Marketing
Napa Valley College