Open To Work
Jennifer Berner
Business Operations Manager
Dublin,US
Work Preference
Summary
An initiative-taking and results-driven leader with extensive experience in managing and mentoring a vast range of operational, organizational, and change leadership. Ability to lead teams, projects, and coordinate innovations and recognize and troubleshoot problems through detailed analysis and intelligent solutions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
Safelite
03.2010 - 01.2024
- Led through Strategic and Servant Leadership methods.
- Used Change Management in scenarios such as the complete phone system overhaul, leadership changes, departmental restructuring, use of new recruiting and employee management systems, and more.
- Provide guidance and direction to cross-functional teams to drive performance and meet or exceed department goals and standards as seen through constant annual IC payouts of record numbers for exceeding budgets goals and profit margins. Had a 96% success rate in profit increases on average.
- Foster a culture of continuous development as a standard among both the Job Coaches and their teams; helped over 20 employees to develop for their next roles, while also mentoring and developing my coach team to do the same.
- Completed performance improvement plans, maintained leadership's employee files, as well as other HR functions.
- Assist in client management through handling of client escalations and more.
- Focus on process improvement by analyzing current processes by identifying constraints or pain points and developing solutions.
- Developed new department within the retail side of specialty splits. Created formalized policies, procedures, processes, performance expectations, and staffing models for the new department.
- Utilize data analytics to help identify staffing needs current trends and areas in need of improvement. Communicate needs to senior leadership with staffing models to gain approval for proposed changes.
- Identified holes in the set key performance indicators for reps and worked to develop new KPI's for the specialty teams where the expectations did not fit into the existing standards.
- Create alignment across 4 contact centers to the operations strategy and business objectives for all contact center admins, referral department, retail department, and all specialty split teams.
- Other roles included: Telephones Sales Rep, Training Team, and Senior Job Coach
Independent Sales Representative
Mary Kay
04.2009 - 04.2014
- Cultivate relationships to increase current client base, sales, and receive referrals.
- Developed grass roots marketing strategies and promotions to put my name in the community for visual awareness.
- Created, maintained, updated, and marketed my business website and online presence to help drive sales.
- Demonstrate new products while conducting in-home meetings to demonstrate the newest trends, newly developed products, and work to build the client relationship through confidence and trust.
- Utilize the latest education on the product's ingredients, uses, features, and benefits to be able to confidently inform the customer and be able to answer questions.
- Track client purchases to determine buying cycles and preferences. Use data to personalized marketingto predict buying trends.
- Worked to cultivate a team of my own and grow my business.
Office Administrator/ Assistant
United Garage Door
09.2009 - 06.2010
- Develop organization and a filing system for the paperwork and maintained records system where one did not previously exist.
- Coordinated and managed administrative operations of the office.
- Maintained supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies and verifying receipt of supplies ensuring there was not excess or shortages and saving the company money.
- Greeted visitors warmly, handled inquiries and provided general information about the company.
- Reviewed completed work to verify consistency, quality, and conformance.
Education
Bachelor of Science - Human Ecology: Fashion Merchandising
The Ohio State University
Columbus, Ohio, OH08.2000
Skills
- Operational efficiency
- Excellent interpersonal skills
- Project management
- Business development and planning
- Team leadership
- Business process improvement
- Data analysis
- Strategic development
- Risk mitigation
- Leadership development
- HR policies and procedures
- Microsoft office proficiency
Accomplishments
- Safelite Wall of Fame Award, 2017-03-01, Award for developing a resource for employees experiencing a housing crisis.
- Top Engagement Award, 2018-03-01, Award for achieving a 100% employee engagement score.
- Safelite Spirit Award, 2019-03-01, Award for achieving a 100% engagement score and exceeding metrics.
- Bonus for Performance, 2009-09-01, Awarded for going above and beyond in closing down a temporary store location.
Certification
- Passed the city examination for Refuse Compliance Investigator.
- Passed the city examination for 311 Service Representative I.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager
Safelite
03.2010 - 01.2024
Office Administrator/ Assistant
United Garage Door
09.2009 - 06.2010
Independent Sales Representative
Mary Kay
04.2009 - 04.2014
Bachelor of Science - Human Ecology: Fashion Merchandising
The Ohio State University