Heather Duran

General Manager of Operations

Everything Sexy 4Play

08.2011 - Current

Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
Trained, coached and mentored staff to support smooth adoption of new ownership program.
Enhanced and redefined organizational structure to maintain competitive edge across territories.
Developed initial sales roadmaps and market strategies to promote successful product launches.
Improved productivity while reducing staffing and operational costs by 20%.
Identified and resolved unauthorized, unsafe, or ineffective practices.
Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Partnered with vendors and suppliers to effectively manage and budget.
Interacted well with customers to build connections and nurture relationships.
Trained new employees on proper protocols and customer service standards.
Trained and guided team members to maintain high productivity and performance metrics.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assisted in recruiting, hiring and training of team members.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Managed purchasing, sales, marketing and customer account operations efficiently.
Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Reported issues to higher management with great detail.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Implemented business strategies, increasing revenue and effectively targeting new markets.
Supervised creation of exciting merchandise displays to catch attention of store customers.
Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Reduced operational risks while organizing data to forecast performance trends.
Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.