Kendra Newsome
Grand Rapids,MI
Summary
Operations leader prepared for senior roles in driving efficiency and growth. Proven track record in optimizing processes, enhancing productivity, and leading cross-functional teams to success. Strong skills in strategic planning, project management, and resource allocation. Known for adaptability, fostering collaboration, and delivering measurable results in dynamic environments.
Overview
19
19
years of professional experience
Work History
Senior Director of Operations
May Mobility
01.2022 - Current
- Led change management efforts to successfully implement new technologies and systems across the organization.
- Managed cross-functional teams for maximum efficiency and collaboration, including engineers, operators, project managers, trainers, and technical support
- Streamlined operations by implementing efficient processes and workflow strategies.
- Collaborated with senior leaders to develop long-term strategic plans for the organization''s success.
- Facilitated staff training programs to ensure employees were knowledgeable about the latest industry trends, best practices, and tools required for their roles.
- Enhanced customer satisfaction by focusing on continuous improvement of products and services.
- Mentored team members, fostering a culture of professional growth and development and growing leaders internally.
- Developed and executed operational plans and tools to achieve organizational goals.
- Led teams across the US to execute Service Level Agreements for B2B, B2G, and B2C contracts
Customer Operations Manager
May Mobility
01.2021 - 01.2022
- Implemented quality control measures to ensure accuracy in all customer interactions, reducing errors and enhancing satisfaction rates.
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Optimized resource allocation by analyzing performance data and identifying areas for efficiency improvements.
- Collaborated with sales teams on strategies for upselling and retaining customers, increasing overall revenue generation.
- Maintained thorough documentation of policies and procedures to enhance consistency and transparency across the team.
- Assessed staffing needs based on workload fluctuations and planned strategic hiring initiatives accordingly.
- Maintained safety focus for all teams with no serious safety incidents.
- Drove the launch of multiple new deployment locations, and oversaw transition of older deployments into newly expanded contracts
Site Manager
May Mobility
05.2019 - 01.2021
- Fostered open communication channels for efficient problem-solving and progress updates.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Interviewed, hired, and trained new workers.
- Successfully launched several new technology features and platforms, becoming the key location for trialing new technology.
- Maintained 100% service per the customer contract.
- Coached operators to improve performance 40%.
Sales and Operations Director
Bekins Appliance
03.2011 - 05.2019
- Responsible for driving overall sales of the company through online, on-site, and relationship sales.
- Maintained highest awarded showroom in the midwest, consulting with many other businesses in the industry on how to create a sales forward showroom to increase profits.
- Managed effective and profitable purchasing practices, coaching supply chain team on efficient ordering.
- Negotiated purchasing contracts and buying deals with large suppliers such as Whirlpool and Bosch.
- Developed and lead sales staff for all locations.
- Created and executed dynamic sales training curriculum and industry-leading sales process.
- Participated at a high level within buying group organization, mentoring other businesses in areas such as purchasing, product staging, sales strategies, and POS improvements.
- Increased sales volume by at least 15% year over year through improved sales process, key account relationships, new team development, and excellent customer experience. Resulted in triple locations for sales.
- Grew profit margins year over year through effective purchasing, vendor negotiation, sales goals achievements, and leveraging trade partners to increase line share at low costs.
- Increased efficiency and lowered costs by executing new software system with tight inventory control, flow of goods, improved financial billing, and extensive sales reporting.
- Leveraged relationships with trade partners, vendors, and local industry associations to create memorable customer experience events, trade show booths, and state of the art sales displays with interactive sales tools like cooking classes and chef appearances.
- Partnered with multiple local designers to put product displays around the geographical area to greatly increase my physical showroom, creating mutually beneficial relationships and increased sales for all parties.
General Manager
Lane Bryant
11.2006 - 03.2011
- Implemented process improvements that increased productivity and reduced operational costs.
- Established key performance indicators to monitor team performance and drive accountability.
- Led team to meet or exceed sales goals every year.
- Served as a launch lead to execute new store openings across the US.
- Trained new management staff for all regional locations.
- Decreased shrink by 30%.
Education
Bachelor of Science - Sociology
Albion College
Albion, MI05-2004
Skills
- Operational excellence
- Logistics management
- Workforce planning
- Cross-functional coordination
- Strategic planning and execution
- Leadership training
- Process improvement
- Resource allocation
Timeline
Senior Director of Operations
May Mobility
01.2022 - Current
Customer Operations Manager
May Mobility
01.2021 - 01.2022
Site Manager
May Mobility
05.2019 - 01.2021
Sales and Operations Director
Bekins Appliance
03.2011 - 05.2019
General Manager
Lane Bryant
11.2006 - 03.2011
Bachelor of Science - Sociology
Albion College