Jennifer Brown
Georgetown,TX
Summary
Dynamic leader with 22 years of success in designing customer-oriented experiences and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures. Successfully developed leaders into higher roles and established leadership careers.
Overview
20
20
years of professional experience
Work History
Regional Director of Operations
Emler Swim School
01.2020 - Current
- Oversee operations for Austin, Dallas, and San Antonio markets, leading teams to deliver exceptional service and achieve strategic objectives
- Oversaw the transition to a perpetual billing cycle, enhancing revenue growth and streamlining operations
- Led the Task Force initiative to increase swimmer lifetime and retention, resulting in improved customer satisfaction and loyalty.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Enhanced employee satisfaction with targeted training programs and professional development opportunities.
- Reduced expenditures for the region through cost analysis and effective budget management.
- Set team and individual KPIs and provided regular, actionable feedback.
- Collaborated with other Regional Directors to share best practices, align strategies, and foster a spirit of teamwork across the organization.
Director of Operations
Emler Swim School
01.2014 - 12.2019
- Managed day-to-day operations across multiple locations, implementing strategies to boost efficiency and customer satisfaction
- Directed staff development programs, leading to enhanced team performance and retention.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Launched Houston and San Antonio markets, grew Kansas and Austin.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Defined, implemented, and revised operational policies and guidelines.
General Manager
Emler Swim School
08.2016 - 08.2016
- Oversaw the successful operation of assigned locations, ensuring top-notch customer experience and operational excellence.
Aquatic Director
Emler Swim School
09.2011 - 01.2014
- Launched new programs and initiatives to drive growth and improve the quality of swim instruction.
Hospitality Specialist and Corporate Trainer
Jasper's Restaurants (Kent Rathbun Concepts)
08.2004 - 09.2011
- Launched Houston and Austin locations as Corporate Trainer, training all front of house staff.
- Contributed to culture of excellence and customer satisfaction, leading to high employee retention and customer loyalty.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Implemented innovative upselling techniques to maximize revenue.
Education
Bachelors of Business Management -
Texas State University
San Marcos, TX05.2011
Skills
- Business Growth and Expansion
- Staff Retention and Culture Building
- Leadership Development and Advancement
- Customer Experience
- Communicating Value Proposition and Closing Sales
- Operational Efficiency
- Quality Assurance
- Operations Oversight
- Problem-Solving and Data-Driven Decision-Making
- Excellent Communication and Organizational Skills
- Team Collaboration
Accomplishments
- Markets consistently recognized as Best Places to Work in Dallas, Austin, and San Antonio.
- Achieved record-breaking enrollment growth and capacity, successfully launching new markets.
Affiliations
- Central Texas Drowning Prevention Action Team
- Safe Kids Austin
Whatsetsmeapart
- Customer-Centric Leadership: Dedicated to exceeding customer expectations and connecting employees to the mission.
- Masterful Multitasking: Excel in fast-paced environments, managing competing priorities effectively.
- Persuasive Communicator: Effective in rallying teams and forging strategic alliances with engaging communication skills.
Keyproficiencies
- Market Expansion Expertise: Extensive experience in launching new locations and integrating acquisitions.
- Talent Development Advocate: Proven ability to nurture high-performing individuals and foster an engaging culture.
- Elevating Excellence & Business Growth: Committed to delivering world-class service and driving organizational success.
Timeline
Regional Director of Operations
Emler Swim School
01.2020 - Current
General Manager
Emler Swim School
08.2016 - 08.2016
Director of Operations
Emler Swim School
01.2014 - 12.2019
Aquatic Director
Emler Swim School
09.2011 - 01.2014
Hospitality Specialist and Corporate Trainer
Jasper's Restaurants (Kent Rathbun Concepts)
08.2004 - 09.2011
Bachelors of Business Management -
Texas State University
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