Summary
Work History
Education
Skills
Timeline
Generic
Kara Cannatella

Kara Cannatella

Manager
Holly Springs,NC

Summary

Results-driven Operations Manager with a proven history of leading cross-functional teams to implement strategic initiatives that enhance customer satisfaction and operational efficiency. Successfully driven business growth through data-driven decision-making and robust customer relationship management. Committed to fostering continuous improvement and achieving operational excellence.

Work History

Manager

SUN TAN City
Fuquay-Varina, NC
09.2024 - Current
  • Ensuring exceptional client satisfaction by developing and coaching employees to achieve operational goals.
  • Communicates goals to the team, develops organizational capability, and leads by example.
  • Drives company metrics by developing action plans.
  • Directly motivates and instructs the salon team by implementing company programs.
  • Plans, identifies, communicates, and delegates responsibilities to team members.
  • Reviews the salon environment and key metrics to identify problems, concerns, and opportunities for improvement.
  • Manages salon staffing.
  • Utilizes financial reports to identify and address trends and issues in salon performance.
  • Manages staffing levels to ensure employee development, and maintain salon operational requirements.

Team Member

WHOLE FOODS
Cary, NC
09.2023 - 07.2024
  • Performed all functions related to preparation and merchandising in the produce department.
  • Exceptional customer service skills, and a dedication to achieving business goals and objectives.

Server

VICIOUS FISHES
Fuquay-Varina, NC
07.2022 - 09.2023
  • Exceptional customer service skills, and a dedication to achieving restaurant goals and objectives.

Server and Shift Leader

EGGS UP GRILL
Holly Springs, NC
01.2019 - 07.2022
  • Exceptional customer service skills, a dedication to achieving restaurant goals and objectives, and often assisting with management duties.

Founder and Owner

WHIRLYGIG PUBLISHING, LLC
Raleigh, NC
01.2014 - 01.2021
  • Company Overview: Managed all legal, accounting, operational, and customer service functions for a start-up publishing company, offering consulting, design, illustration, and printing services for independent content creators.
  • Defined publishing requirements, recruited, sourced, negotiated, and managed agreements with illustrators, graphic designers, printing vendors, and distribution vendors.
  • Led all storyboarding and revisions.
  • Managed all legal, accounting, operational, and customer service functions for a start-up publishing company, offering consulting, design, illustration, and printing services for independent content creators.

Operations Manager and Patient Care Coordinator

BELTONE
Raleigh, NC
01.2012 - 01.2013
  • Directed day-to-day operations and customer service for 15 offices.
  • Analyzed and transformed business processes to improve customer experience and internal organization.
  • Led systematic analysis, documentation, and improvement of all business processes, including data management, multisite communications, insurance management, auditing, inventory procedures, and reporting organization.
  • Reported on business analysis results, KPI metrics, and financial health for each location
  • Managed staff recruiting, inclusive of interviewing, onboarding, training, and ongoing performance management.

Business Analyst

EMC Corporation
Morrisville, NC
01.2010 - 01.2011
  • Company Overview: As one of the first employees at this technology start-up company, I established and grew the technical support group in a customer-critical environment.
  • Designed and led the first technical case auditing initiative to discover insights for better case prioritization and scheduling.
  • Performed process adherence audits, then used insights from this data to drive strategic process flow modifications.
  • Contributed to multilevel leadership brainstorming and strategic planning meetings.
  • Recommended and gained executive buy-in for initiatives to increase productivity, capacity, and efficiency.
  • Documented new and improved processes, and socialized these changes at cross-functional management meetings.
  • Liaised among business improvement and technical assistance teams to monitor change and identify potential issues.
  • Mentored process adherence liaisons on manual and automated audits, scoring, and process improvement.
  • Updated or developed training materials for case management, onboarding, and best practices for technical support.
  • As one of the first employees at this technology start-up company, I established and grew the technical support group in a customer-critical environment.

Customer Service Representative

EMC Corporation
Morrisville, NC
01.2008 - 01.2010
  • Recognized with multiple peer and management recognition awards for excellent customer service and leadership.
  • Proactively led a project to revise support procedures and tools to improve overall customer satisfaction.
  • Reached across business areas to implement an integrated solution network CRM system.
  • Identified and documented standard and recurring customer issues, then developed resources to streamline resolution.
  • Triaged inbound communication, including the customer support website, system auto-ticketing, phone calls, and emails.
  • Coordinated dispatch of field engineers and parts; supported resource allocation, and shipping/receiving logistics.
  • During the rapid growth period, I recruited, interviewed, trained, and mentored new technical support hires.
  • Managed a large caseload of procedural and technical customer issues; performed issue troubleshooting, and escalation.

Executive Assistant

INDUSTRIAL MICROWAVE SYSTEMS
Morrisville, NC
01.2004 - 01.2005
  • Working with the president, I directed all office operations for sales, engineering, and R&D.
  • Supported logistics for microwave technology trials, then analyzed and reported on resulting data.
  • Liaised among all functional groups to ensure all stakeholders were informed of priorities and the latest developments.

Reporting Analyst

TOGETHERSOFT
Raleigh, NC
01.2001 - 01.2003
  • Promoted rapidly to work directly with the directors and VPs of all sales programs.
  • Collected and translated multisystem customer and market data into concrete sales strategies, financial forecasting, and reporting.
  • Coordinated national and regional meetings.
  • Owned analysis and distribution of customer lists, lead pipeline, customer inquiries, and sales forecasting figures.
  • Performed pre-campaign analysis, led campaign implementation, and then analyzed post-campaign response.
  • Supported the IT team with database design and setup, reporting architecture, and querying processes.
  • Generated reports and graphical trend visualizations for sales and marketing leadership.

SAS Programmer

MCI WORLDCOM
Cary, NC
01.2000 - 01.2001
  • Recruited to transform and automate a reporting system to capture organizational efficiencies
  • Collaborated with company leadership to define organizational reporting requirements, then designed standard weekly, monthly, and ad-hoc reports to meet business needs, and ensure a consistent reporting process.
  • Used SAS and SQL methods to extract, cleanse, and merge multisystem data; wrote macros for time interval reporting.

SAS Programmer and Data Analyst

NORTH CAROLINA STATE UNIVERSITY
Raleigh, NC
01.1999 - 01.2000
  • Using SAS and Excel, analyzed, merged, and reported on large data sets
  • Applied diverse statistical analysis techniques, data step manipulations, and macros to sample and analyze data
  • Created graphical data interpretations for presentations and reports

Proposal Associate and Analyst

CLINTRIALS RESEARCH, INC.
Cary, NC
01.1997 - 01.1998
  • Managed end-to-end RFP process for third-party clinical trial projects
  • Liaised with customer stakeholders to define budgets, analyze project requirements, and establish relationships
  • Coordinated collaboration between business analysis and service teams to create detailed proposals and cost estimates.

Analyst and Administrative Assistant

INFOOD, LTD.
Raleigh, NC
01.1996 - 01.1997
  • Reporting directly to the CEO, managed projects to analyze and report on large and complex data sets
  • Supported research, requirements definition, proposals, and cost estimates for customer projects.
  • Created technical reports and data visualizations for presentation to executive leaders and customer decision-makers.
  • Traveled to customer sites to research business needs and develop customized service proposals

Education

Bachelor of Science - Food Science With Minor in Nutrition

North Carolina State University
Raleigh, NC
01.1996

Skills

  • Operations management
  • Cross-functional team management
  • Sales management
  • Customer relationship management
  • Project management
  • Office management
  • Revenue management
  • Business development
  • Policy and procedure development
  • Recruiting and interviewing
  • Staff training and development
  • Relationship building
  • Customer service
  • Client service
  • Technical support
  • Data analysis and reporting
  • Documentation

Timeline

Manager

SUN TAN City
09.2024 - Current

Team Member

WHOLE FOODS
09.2023 - 07.2024

Server

VICIOUS FISHES
07.2022 - 09.2023

Server and Shift Leader

EGGS UP GRILL
01.2019 - 07.2022

Founder and Owner

WHIRLYGIG PUBLISHING, LLC
01.2014 - 01.2021

Operations Manager and Patient Care Coordinator

BELTONE
01.2012 - 01.2013

Business Analyst

EMC Corporation
01.2010 - 01.2011

Customer Service Representative

EMC Corporation
01.2008 - 01.2010

Executive Assistant

INDUSTRIAL MICROWAVE SYSTEMS
01.2004 - 01.2005

Reporting Analyst

TOGETHERSOFT
01.2001 - 01.2003

SAS Programmer

MCI WORLDCOM
01.2000 - 01.2001

SAS Programmer and Data Analyst

NORTH CAROLINA STATE UNIVERSITY
01.1999 - 01.2000

Proposal Associate and Analyst

CLINTRIALS RESEARCH, INC.
01.1997 - 01.1998

Analyst and Administrative Assistant

INFOOD, LTD.
01.1996 - 01.1997

Bachelor of Science - Food Science With Minor in Nutrition

North Carolina State University

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