Jessica Norton
Collegeville,PA
Summary
Highly-qualified Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.
Overview
18
18
years of professional experience
Work History
Operations Leader
LasikPlus
, PA
01.2018 - Current
- Increase in YOY profits 35%
- Deliver quality care using excellent communication and customer service.
- Had a role in recruiting by sourcing, interviewing, and hiring top talent for associates across the organization.
- Identify opportunities to improve performance e.g utilization of resources (overtime, supplies), variances.
- Managed and delegated work tasks according to established priorities and effectively communicated necessary adjustments during changes in workload, schedule, or emergency situations.
- Remotely collaborated with multiple nationwide teams, coaching and enhancing their professional development as well as center metrics.
- Assist weekly in the virtual onboarding and training of new team members, while simultaneously spearheading creative projects.
- Lead team through organizational changes.
- Implemented efficient procedures resulting in improved patient satisfaction and enhanced time management.
- Handle multiple competing priorities in high stress work environments.
- Cold call based on corporate office expectations and strategy to drive results.
- Counsel customer experience regarding Lasik process and procedures.
- Continuously delivered performance in the top 10% of company-wide metrics.
- Coordinated with other departments such as finance, sales, marketing, and HR to ensure smooth functioning of business operations.
Market Manager
Luxottica
, PA
06.2013 - 01.2018
- Led top performing teams through Luxottica visual merchandising and product life cycle platform.
- Handle all operations including inventory, samples.
- Selected to oversee multiple areas of responsibility due to ability to drive business results.
- Created strong partnerships through open communication best practices leading to increases in sales.
- Dedicated to community outreach through charitable work and selected as an honor to attend OneSight missions to support fundraising and volunteering.
- Demonstrate sound judgement in anticipating challenges, problem solving and seeking the right resources to resolve issues.
- Identified potential areas for improvement in existing processes and procedures.
- Conducted interviews, made hiring decisions matching appropriate skill level to job and evaluated team member performance.
- Opened and closed store by counting cash drawers and making daily bank deposits.
- Achieved and recognized based on exceeding results with several sales and service awards.
Customer Service Manager
Victoria's Secret
, DE
01.2007 - 06.2013
- Responsible for exceeding top sales results in the district, $11M annually.
- Mentored and trained management teams in the district and region on product, policy, and procedures.
- Strategically analyzed reports daily with the ability to make in the moment business decisions including staffing and product placement in order to increase revenue and productivity.
- Monitored staff performance to ensure adherence to customer service standards.
- Won incentives for performance.
- Developed and implemented strategies for providing excellent customer service experience.
Education
B.S. Degree - Fashion Merchandising
Philadelphia University
Skills
- Customer Experience
- Sales
- Communication
- Business Insight
- Problem Solving
- Time Management
- Task Delegation
- Team Training
- Project Planning
- Reliability
- Project Management
- Adaptability
- Visual Merchandising
- Presentation
Timeline
Operations Leader
LasikPlus
01.2018 - Current
Market Manager
Luxottica
06.2013 - 01.2018
Customer Service Manager
Victoria's Secret
01.2007 - 06.2013
B.S. Degree - Fashion Merchandising
Philadelphia University
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