Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Jismar Salazar

Bronx,NY

Summary

Results-oriented Regional Director of Operations with over 10 years of experience in optimizing business performance and enhancing operational efficiency across a multi-location retail network. Notable achievements include successfully executing strategic initiatives that significantly improved customer satisfaction and profitability. Expertise in P&L management and leading cross-functional teams to achieve ambitious business objectives. Committed to fostering a high-performance culture while aligning operational strategies with corporate goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Regional Director of Operations

Raymour and Flanigan Furniture
07.2023 - Current
  • Oversee and promote safe operational practices through the development and delivery of training and communication programs across the company and region.
  • Ensure leadership consistently aligns with the organization’s cultural philosophy, fostering positive associate relations and adherence to guiding principles.
  • Strategically plan, develop, and manage financial operations budgets, ensuring an optimal balance between resource allocation and customer service standards.
  • Analyze daily and weekly operational reports to assess performance; provide actionable guidance and direction to direct reports to improve operational outcomes.
  • Evaluate existing operational processes and performance metrics; propose and implement enhancements to align with the company’s strategic objectives.
  • Recruit, select, and develop a high-performing operations team focused on improving the customer shopping experience.
  • Design and implement management development programs aimed at promoting internal talent for key operational leadership positions.
  • Build collaborative and productive relationships with Regional Directors of Sales, Regional Directors of Customer Care, and other leadership teams to drive decisions that benefit the broader organization.
  • Leverage regional resources and drive synergies to ensure exceptional customer service across the market.
  • Ensure seamless operational processes, functions, and procedures at both store and service/delivery center levels to optimize efficiency and service delivery.

Customer Delivery Manager

Raymour and Flanigan Furniture
06.2022 - 07.2023
  • Ensure effective methodologies and procedures are in place to support the successful delivery of 650 to 850 pieces of furniture daily, including the coordination of third-party logistics providers.
  • Coach, supervise, and hold over 40 associates accountable to high-performance standards in safety, customer service, delivery metrics, and company profitability, while also recognizing individual and team achievements.
  • Manage labor hours, schedules, and supplies efficiently to ensure operations remain within budget.
  • Enforce departmental compliance with company policies, procedures, and all relevant local, state, and federal regulations (e.g., DOT, OSHA).
  • Oversee the management of company assets, coordinating scheduled maintenance and necessary repairs.
  • Collaborate closely with Sales, Operations, and Distribution teams to ensure optimal levels of customer satisfaction.

Operations Manager

Raymour and Flanigan Furniture
02.2018 - 06.2022
  • Oversee the administrative and leadership functions of the warehouse, including the strategic planning and development of initiatives to optimize productivity in the disposition, assembly, and/or repair of up to 850 pieces of furniture daily.
  • Lead, mentor, coach, and manage a team of over 60 associates, fostering a high-performance environment.
  • Ensure a consistent supply of products to Clearance Centers based on sales demand, which ranges from 50 to 100 pieces per day.
  • Maintain inventory accuracy, achieving a short rate of no more than 1% of the total dollar value of inventory handled during each period.

Director of Customer Care

Raymour and Flanigan Furniture
01.2016 - 02.2018
  • Empowered and developed a team of leaders who fostered an environment that encouraged Customer Care Associates to reach their full potential, while simultaneously enhancing the customer experience and reducing turnover across the Customer Service Center and Customer Care offices in eight showrooms.
  • Maintained a return/exchange rate of under 4%, successfully meeting the company’s aggressive target, which is half the industry standard of over 8%.
  • Collaborated with the Regional Director of Sales and the Regional Director of Operations to cultivate positive working relationships among associates, motivating them to exceed performance expectations.
  • Established and closely monitored the regional budget, operational costs, product return ratios, and payroll expenditures to ensure financial efficiency.

Inventory Control Manager

Raymour and Flanigan Furniture
06.2015 - 01.2016
  • Led a team of 25 Warehouse Associates in the receipt, recording, and tracking of furniture for eight showrooms and a Customer Service Center.
  • Oversaw the inventory flow throughout the product lifecycle, ensuring accurate transfer of goods from the Distribution Center to various showrooms.
  • Managed special projects within the warehouse, including rack/bin expansions, product reallocations, returns to factory inventory, and processing inventory discrepancies.
  • Collaborated with the Operations team to achieve optimal inventory levels and ensure seamless operations.

Customer Care Manager

Raymour and Flanigan Furniture
08.2010 - 06.2015
  • Supervised a team of 10-15 Customer Care Representatives, ensuring the delivery of exceptional customer service while maintaining high standards for productivity, attendance, and schedule adherence.
  • Mentored Customer Care associates through ongoing learning opportunities, providing transparent feedback and fostering a culture of talent development.
  • Analyzed key performance indicators (KPIs) to assess team performance and ensure the achievement of established objectives.
  • Managed and addressed special customer requests, ensuring the provision of enhanced and personalized service as needed.

Education

Bachelor of Science - Business Administration And Management

Lehman College
Bronx, NY
01-2010

Skills

  • Interdepartmental collaboration
  • Leadership development
  • Performance analysis
  • Process improvement
  • Operational management
  • Strategic planning and execution
  • Efficient resource management
  • Quality assurance

Languages

Spanish
Professional

Certification

▪ Increasing Skills and Effectiveness: focuses on identifying core management skills, effective communication, motivation and influence, managing conflict.

▪ Coaching for Excellence: introduces a systematic approach toward effective coaching by utilizing the ROPE coaching process while also developing a common language toward successful performance management.

▪ Performance Excellence: combines a process for aligning performance development, influencing behavior and a practical system for leading peak performance. Provides a model for evaluating performance objectively, improving performance faster and the planning necessary to consistently exceed goals.

▪ Emerging Leaders: emphasizes the importance of collaboration, time management, planning, delegation, values, trust and accountability.

▪ Foundations of Business Leadership: focuses on the foundations of business decisions, including business and financial acumen, interrelationships and interdependencies, balancing short- and long-term objectives, understanding metrics across business areas and developing stronger leadership skills.

▪ Leadership in Action: focuses on characteristics and behaviors of outstanding leaders through a series of exercises centered on the Leadership Challenge, vision and values, situational leadership, leadership ethics, driving performance and emotional intelligence.

Timeline

Regional Director of Operations

Raymour and Flanigan Furniture
07.2023 - Current

Customer Delivery Manager

Raymour and Flanigan Furniture
06.2022 - 07.2023

Operations Manager

Raymour and Flanigan Furniture
02.2018 - 06.2022

Director of Customer Care

Raymour and Flanigan Furniture
01.2016 - 02.2018

Inventory Control Manager

Raymour and Flanigan Furniture
06.2015 - 01.2016

Customer Care Manager

Raymour and Flanigan Furniture
08.2010 - 06.2015

Bachelor of Science - Business Administration And Management

Lehman College
Jismar Salazar