Holly Holbrook
Salt Lake City,UT
Summary
Experienced Operations Manager with a solid background in managing teams, streamlining processes, and ensuring departmental profitability. Demonstrated ability to improve operational efficiency, maintain quality assurance, and manage customer care. Proven track record in team coordination, sales, and marketing management. Skilled at developing standard operating procedures and driving business growth.
Overview
17
17
years of professional experience
Work History
Operations Manager
All Surface Interiors
06.2019 - Current
- Manage a team of 18 employees including 2 Project Managers, Warehouse Manager, Operations Coordinator, and 14 Installers
- Oversee customer care management and the day-to-day functions of the Production team, including resolving high-priority issues & escalations, maintaining policy documents and consulting with partner teams.
- Implement and maintain quality assurance processes to ensure the delivery of high-quality project outcomes.
- Solve operational issues and ensure department profitability
- Develop Standard Operating Procedures and maintain quality assurance
- Ensure compliance with all regulations and standards.
- Oversee A/R and department budgets and revenue goals are met quarterly.
- Collaborate with stakeholders and leadership to provide ongoing analysis of team members and capacity needs.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Team Project Coordinator
Alpine Cleaning & Restoration
05.2017 - 05.2019
- Managed Estimators and Project Managers
- Oversaw project progress, budgets, and customer satisfaction
- Audited project margins and identified improvement areas
- Utilized Proven Solutions Accounting software for financial tracking
- Conducted weekly team meetings and managed project documentation
- Collaborated with Marketing to maintain relationships and grow business.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
Regional Sales and Marketing Manager
SoCal Safe Company/MIMO LLC
08.2016 - 05.2017
- Assisted businesses in streamlining cash handling operations
- Conducted cash analysis reports and calculated ROI
- Executed marketing strategies, including trade shows and digital marketing
- Managed customer service for existing and prospective accounts
- Coordinated administrative requirements for the company CRM
- Increased lead management by 85% through a new follow-up plan.
- Increased regional sales by developing and implementing strategic marketing plans tailored to local markets.
- Strengthened relationships with key clients through regular communication and face-to-face meetings, resulting in higher customer retention rates.
Guest Service Manager
Loveland Living Planet Aquarium
10.2014 - 08.2016
- Managed 4 supervisors and 41 front line employees
- Ensured guest engagement and conducted staff training meetings
- Developed performance assessments and recruited new staff
- Conducted training programs for new employees.
- Attended to customer needs, responding to questions, complaints and escalations.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
Display & Design Team Leader
Scheels
03.2012 - 10.2014
- Managed project budgets and expense reporting
- Ordered imaging and graphics for departments and vendors
- Purchased supplies for events and store changes
- Created an engaging environment for customers through product presentation.
Clinical Research Coordinator
Central Utah Clinic
10.2007 - 11.2009
- Reviewed clinical protocols and assessed feasibility for drug trials
- Screened, consented, and scheduled subjects for study activities
- Ensured drug and clinical supply accountability
- Documented and followed up on adverse events
- Managed overall study activities, including lab draws and ECGs.
Education
Bachelor of Science in Human Services -
University of Phoenix
Salt Lake City, UT05.2003
Associate of Science -
Weber State University
Ogden, UT05.1994
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Strong Communication
- Attention to details
- Tracking Project Progress
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Timeline
Operations Manager
All Surface Interiors
06.2019 - Current
Team Project Coordinator
Alpine Cleaning & Restoration
05.2017 - 05.2019
Regional Sales and Marketing Manager
SoCal Safe Company/MIMO LLC
08.2016 - 05.2017
Guest Service Manager
Loveland Living Planet Aquarium
10.2014 - 08.2016
Display & Design Team Leader
Scheels
03.2012 - 10.2014
Clinical Research Coordinator
Central Utah Clinic
10.2007 - 11.2009
Bachelor of Science in Human Services -
University of Phoenix
Associate of Science -
Weber State University
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