Kelly DiPompeo
Linwood,MI
Summary
Versatile Field Operations Manager knowledgeable about team leadership, training and quality assurance management. Talent for assessing operations, uncovering problems and developing improvement plans. Bringing 20 years of related experience. Excellent communication and conflict-management skills. Pursuing new professional challenges and opportunities for advancement. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Director of Field Operations
Cooper And Company DBA Dakota Watch Company
04.2020 - Current
- Communicated and consulted with regional management and staff regularly.
- Looked for and developed talent in business unit for succession planning.
- Maintained proper staffing levels to meet and exceed customer and branch needs.
- Led many field representatives in delivering quality, on-time
- Challenged current business processes and directed management to eliminate waste by reducing non-value-added activities.
- Met with senior management to determine needs and develop roadmaps.
- Oversaw work of personnel
- Implemented and maintained high standards of quality in all areas.
- Created, spearheaded and supervised employee recognition programs.
- Managed operations budget and launched monthly communications processes to enable best practices implementation.
- Reduced duplicate work and budget issues by organizing processes for division between technology and purchasing.
- Contributed to maintenance of operating efficiency on all sites.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Mitigated business risks by working closely with staff members and assessing performance.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Raised property accuracy and accountability by creating new automated tracking method.
Regional Manager
Dakota Watch Company
08.2007 - 03.2022
- Supervised staff to optimize brand expansion initiatives and productivity.
- Established and maintained operational standards for many locations.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Managed P&L to decrease discrepancies and retain timely and under-budget project completion.
- Leveraged profit opportunities by recruiting top talent and managing brand image to exceed plan performance.
- Developed network of contacts to drive down costs and increase revenues.
- Launched over 50 new locations
- Boosted brand growth by devising strategic network and marketing tactics.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Engineered effective inventory management strategies and loss prevention initiatives to keep shrink low
Area Supervisor
Dakota Watch Company
05.1999 - 08.2008
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Maintained clean and well-organized production areas to avoid violations
- Determined performance benchmarks and completed ongoing evaluation of employee work.
- Tracked hours and inventory usage
- Educated staff on strategies for handling difficult customers and challenging situations.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Conducted routine inspections to check quality and compliance with established specifications.
- Planned sequence of operations and established schedule.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Mentored new sales associates to contribute to store's positive culture.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Submitted reports to senior management to aid in business decision-making and planning.
- Trained newly hired sales team in upselling techniques.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Researched issues to obtain appropriate answers to customer inquiries.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted business' development by building and maintaining relationships with new clients.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Built lasting relationships with clients through outstanding customer service interactions.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Helped team stay productive and focused on higher-value tasks to improve sales efficiency.
- Led sales region to increase sales and boost team morale.
- Introduced new products to meet customer demand and increase profits.
- Led targeted training programs to educate staff on product benefits and service capabilities.
- Hired, mentored and motivated sales professionals to service customer accounts and target metrics.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Exceeded targets by building, directing, and motivating high-performing sales team.
- Coordinated and conducted well-organized product presentations and demonstrations to potential customers at seminars and trade shows.
- Modeled strong negotiation skills to help team members close tough deals
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Ran team meetings and training sessions
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Oversaw Area Store Managers, training
- Modeled best practices for sales and customer service.
- Coordinated with other managers to actualize performance improvement strategies.
- Built positive and productive relationships with store and field leadership.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Held meetings with director to identify techniques to overcome sales obstacles.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Built relationships with customers and community to establish long-term business growth.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Implemented systems and procedures to increase sales.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Store Manager
Dakota Watch Company
05.1998 - 05.1999
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Developed and implemented successful staff incentive programs to motivate employees.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Sales Associate
Dakota Watch Company
07.1996 - 05.1997
- Organized Displays and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for Displays.
- Rotated stock and restocked Displays to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
Accounting
Delta College
Bay City, MIHigh School Diploma -
H.H. Dow High School
Midland, MISkills
- Operations Oversight
- Process Development and Streamlining
- POS Inventory System Operation
- Schedule Oversight
- Emergency Situations
- Administrative Oversight
- Hiring and Onboarding
- Operational Planning
- Inventory Tracking and Management
- Field Operations
- Team Supervision
- Business Leadership
Timeline
Director of Field Operations
Cooper And Company DBA Dakota Watch Company
04.2020 - Current
Regional Manager
Dakota Watch Company
08.2007 - 03.2022
Area Supervisor
Dakota Watch Company
05.1999 - 08.2008
Store Manager
Dakota Watch Company
05.1998 - 05.1999
Sales Associate
Dakota Watch Company
07.1996 - 05.1997
Accounting
Delta College
High School Diploma -
H.H. Dow High School
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