Jeanine Gross
FAWN GROVE
Summary
Results-driven Operations Manager with a strong focus on team leadership, problem-solving, and enhancing customer satisfaction. Flexible and focused to complete each task that is given to me. The attention to detail has allowed our family run business to survive thru the changing dynamic of customer base over the years.
Overview
31
31
years of professional experience
Work History
Operations Manager
Hanna Cleaners
York, PA
06.1995 - Current
- Streamlined operational workflows to enhance efficiency and service quality.
- Managed inventory control processes to prevent shortages and overages.
- Developed and implemented training programs for new staff on cleaning protocols.
- Oversaw daily operations, ensuring adherence to safety and quality standards.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Verified hours worked weekly and reported to our accountant using Excel
- Tracked and monitored employees vacation days and time off monitored
- Met with Aflac representative and facilitated employees deductions that would change yearly upon employee selections
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Bachelor of Science - Long Term Care Administration
York College
York, PA12-2000
Skills
- Problem-solving day to day customer requests
- Team leadership of our employees
- Operations management of our family owned business
- Customer service of our Queen Street location, our 2 other branch stores and delivery route clients
- Phone conversations to meet customer needs and communication thru email to navigate interest in our services
- Billing of services provided monthly thru email or paper billing if preferred
- Collection and reconciliation of daily deposits for our cash and carry clients
Timeline
Operations Manager
Hanna Cleaners
06.1995 - Current
Bachelor of Science - Long Term Care Administration
York College