Julie Whan
Poland,OH
Summary
Dynamic Operations Manager with a proven track record at Pure Barre, excelling in team leadership and customer service. Enhanced employee retention through strategic training and conflict resolution, while optimizing inventory management to ensure timely deliveries. Committed to fostering positive client relationships and achieving operational excellence.
Overview
18
18
years of professional experience
Work History
Operations Manager
Pure Barre
Youngstown, OH
12.2014 - 04.2023
- 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.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- 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.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- 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.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
Manager
Caffe Capri
Boardman, OH
11.2009 - 12.2014
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Assistant Manager
Justice For Girls
Pittsburgh, PA
09.2007 - 01.2009
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Oversaw daily operations to maintain store cleanliness and organization.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Sales Associate
Talbots
Boardman, OH
03.2005 - 07.2007
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Bachelor of Science in Applied Science in Merchand - Fashion Merchandising
Youngstown State University
Youngstown, OH08.2008
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Staff management
- Inventory management
- Management
- Project management
- Policies and procedures implementation
- Goal setting
- Interpersonal communication
- Client relationships
- Inventory control
- Project management abilities
- Strategic planning
- Workflow optimization
- Schedule management
- Client relations
- Organizational management
- Superb time management skills
- Customer retention
- Retail operations management
- Product management
- Unsurpassed work ethic
- Purchasing and procurement
- Budget development and management
- Vendor sourcing
- Supply chain management
- Sales background
- Budgeting and forecasting
Timeline
Operations Manager
Pure Barre
12.2014 - 04.2023
Manager
Caffe Capri
11.2009 - 12.2014
Assistant Manager
Justice For Girls
09.2007 - 01.2009
Sales Associate
Talbots
03.2005 - 07.2007
Bachelor of Science in Applied Science in Merchand - Fashion Merchandising
Youngstown State University