Kerry Sonnerville
Operations Manager
Hastings,MI
Summary
Hardworking and enthusiastic employee. Entire career has been centered around customer service. Enjoys working with people has a very good understanding of what customer service is. However, still pursues opportunities to learn new skills and contribute to group success. Offers strong relationship building and problem solving abilities. Feels that improving someone's day, change their mood or outlook, by being nice and taking that extra step, will bring your client back every time. Authorized to work in the US for any employer
Overview
29
29
years of professional experience
1
1
Certification
Work History
Bus driver/ Parapro full time
Barry Intermediate School District
02.2012 - Current
- Enhanced passenger safety by conducting thorough pre-trip inspections and maintaining a clean bus environment.
- Improved route efficiency by consistently reviewing and adjusting.
- Collaborated with school staff to coordinate transportation needs for field trips, sporting events, and other extracurricular activities requiring off-site travel.
- Maintained open communication lines with dispatchers to report any delays, accidents or emergencies encountered while on the road.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Transported passengers safely along prescribed routes according to tight schedules.
- Maintained MI driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Communicated regularly with central dispatch teams to report delays and route changes.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Retained bus system, route and stop knowledge for informative customer advice.
- Inspected emergency equipment and verified safe working order for student and driver use.
- Picked up and dropped off passengers at regularly scheduled locations by following strict time schedules.
- Inspected bus for any mechanical issues before departure.
- Participated in regular training sessions to stay up-to-date on safety regulations and driving techniques.
- Checked vehicle daily for maintenance needs, personally handled common upkeep and reported serious concerns to supervisor.
- Developed and maintained positive relationships with passengers and other drivers.
- Operated large vehicles in difficult urban and rural conditions.
- Reported delays, accidents or other traffic and transportation situations using telephones or mobile two-way radios.
- Followed all relevant schedules for routes and arrivals.
- Aided passengers with disabilities or special needs.
- Fostered safe bus environment by enforcing rules of conduct for passengers.
- Completed daily reports covering trip details, vehicle maintenance actions, and reportable incidents.
- Adhered to safety regulations to verify wellbeing of passengers and fellow drivers.
- Diffused potential passenger disputes with fairness and professionalism.
- Inventoried bus emergency and first aid supplies and equipment.
- Regulated heating, lighting and ventilating systems for passenger comfort.
Operations Manager
B2 Outlet Stores
06.2021 - 02.2024
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Implemented new inventory management system to optimize stock levels and reduce waste.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Handled staff training initiatives aimed at upselling the workforce to meet dynamic industry demands.
- Facilitated smooth collaboration between departments through clear communication channels.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management in detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Bus Driver (Part-time)
Barry County Transit
03.2012 - 01.2022
- Enhanced passenger safety by conducting thorough pre-trip inspections and maintaining a clean bus environment.
- Improved route efficiency by consistently reviewing and adjusting routes based on traffic patterns and customer feedback.
- Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
- Promoted positive rider experience by providing courteous, attentive service and addressing customer concerns promptly.
- Contributed to company reputation for reliability by maintaining an exceptional attendance record and punctuality rate.
- Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
- Kept accurate records of daily logs, incident reports, maintenance checklists, and fuel consumption data for company reference.
- Reduced fuel costs through careful route planning and efficient driving practices that maximized fuel economy without compromising timeliness or safety.
- Maintained open communication lines with dispatchers to report any delays, accidents or emergencies encountered while on the road.
- Developed strong rapport with regular passengers by providing friendly service, remembering names, engaging in conversations when appropriate.
- Navigated challenging weather conditions safely while keeping passengers informed of potential delays due to hazardous road situations.
- Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
- Managed fare collection with accuracy, ensuring timely deposits and accurate record-keeping for company financial records.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Conducted pre-trip inspections of bus for safe operation.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Communicated regularly with central dispatch teams to report delays and route changes.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Retained bus system, route and stop knowledge for informative customer advice.
- Inspected emergency equipment and verified safe working order for student and driver use.
- Received excellent customer reviews for friendly, punctual transport services.
- Collected accurate fares ahead of travel, including cash, tokens and passes.
- Operated large vehicles in difficult urban and rural conditions
- Regulated heating, lighting and ventilating systems for passenger comfort.
Key Holder
SUBWAY®Restaurants
06.2020 - 09.2020
- Enhanced customer experience by providing exceptional service and addressing inquiries promptly.
- Increased store sales by creating visually appealing merchandise displays and product placements.
- Strengthened team performance by conducting regular training sessions on product knowledge and sales techniques.
- Streamlined inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Ensured compliance with company policies and procedures, maintaining a safe and secure work environment for all staff members.
- Contributed to store profitability by identifying opportunities for upselling and cross-selling products.
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Supported store operations during peak hours, effectively managing long queues and high volumes of customers.
- Coordinated promotional events, driving foot traffic to the store and boosting sales revenue.
- Maintained strong relationships with vendors, negotiating favorable terms for product deliveries and prices.
- Mentored junior staff members, helping them develop their skills to advance within the company successfully.
- Conducted regular audits of inventory levels to identify discrepancies or potential issues in stock management processes efficiently.
- Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
- Handled difficult situations calmly under pressure resolving conflicts between both customers and staff in a professional manner.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Streamlined opening and closing procedures as integral member of store staff.
- Managed store personnel by delegating tasks and supervising daily operations.
- Managed customer needs and delegated tasks to employees for optimal coverage.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- 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.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Trained newly hired sales team in upselling techniques.
- Educated staff on strategies for handling difficult customers and challenging situations.
Owner and Operator Stylist
The Cutting Edge
06.1995 - 06.2011
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Fostered an environment promoting continuous improvement empowering employees to identify opportunities for enhancing operational efficiency.
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Attended trade shows to showcase products, network with other businesses and attract new customers.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Created marketing print advertisements to bring in new customers.
- Prepared annual budgets with controls to prevent overages.
- 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.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Creation of exciting merchandise displays to catch attention of store customers.
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Increased overall product quality through meticulous attention to detail during operation processes.
- Achieved high levels of customer satisfaction with consistent delivery of products on schedule and within specifications.
- Contributed to cost reduction efforts by monitoring resource usage and minimizing waste during operations.
- Performed inspections and routine maintenance on equipment.
- Maintained organized work area by cleaning and removing hazards.
- Made sure that products were produced on time and are of good quality.
- Developed strong relationships with clients, leading to increased repeat business and referrals.
- Boosted sales through effective upselling of complementary clothing items and accessories.
- Educated customers on products to maximize benefits.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Sourced materials and props for photo shoots to enhance products and appearance of subjects.
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Trimmed, cut, and shaped hair and hairpieces based on customer preference.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Resolved guest complaints about service or style.
- Determined appropriate hair treatments based on conditions and textures.
- Mixed pigments and used proper techniques to achieve desired color.
- Counted and documented opening and closing cash amounts daily.
- Created memorable customer experiences, adding bonus services such as head and neck massages during appointments.
- Distributed business cards outside of salon to generate new business.
- Developed and implemented individual care plans tailored to needs of each client.
Education
Associate in Business Management - Business
Baker College of Muskegon
Muskegon, MI05.2010
Skills
- Customer service (10 years)
- School bus driver, Commercial Bus Driver
- Map Reading
- Elderly and Disabled Assistance
- DOT standards
- Defensive Driving
- Pre-Trip Inspections
- Customer Interaction
- Safety-focused
- Disability Awareness
- Safety practices
- Security Monitoring
- Emergency Response & Dispatch Communication
- Incident Reporting
- Rule Enforcement
- Service Quality Assurance
- Schedule Management
- Customer Relations
- Defensive Driving Practices
- Valid Driver's License
- Two-Way Radio Operation
- Strong Working Relationships
- Van and Shuttle Operation
- Teamwork and Collaboration
- Microsoft Office
- Multitasking Abilities
- Interpersonal Communication
- First Aid Certification & CPR
- Global Positioning System (GPS) Software
- Active Listening
- Time, Mileage, and Fuel Tracking
- Relationship Building
- Creative Direction
- Commercial Driving & Delivery Driver Experience
- Cash handling
- Customer service
- Sales
- Leadership
- B2B Sales
- Communication skills
- Microsoft Excel
- Time management
- Microsoft Office
- Merchandising
- Pallet Jack
- Event Marketing
- Time Management
- Situational Awareness
- Passenger Service and Safety
- Fare and Voucher Collection
- Task Prioritization
- Decision-Making
- Problem-Solving
- Organizational Skills
- Preventive Maintenance
- Analytical Thinking
- Communication and Interpersonal Skills
- Navigation Equipment
- Written Communication
- Professional Demeanor
- Continuous Improvement
- Emergency Response Coordination
- Problem-solving abilities
- Fork lift Licensed
- Navigation and Road Safety
Certification
- Class B CDL lapsed, 02/01/09
- Air Brake Endorsement, 11/01/22
- Chauffeur's Permit
- Driver's License, 11/01/84
Additional Information
I am also CPR and First Aid Certified
Assessments
Management & leadership skills: Impact & influence - Proficient, 06/01/22, Choosing the most effective strategy to inspire and influence others to meet business objectives
Timeline
Operations Manager
B2 Outlet Stores
06.2021 - 02.2024
Key Holder
SUBWAY®Restaurants
06.2020 - 09.2020
Bus Driver (Part-time)
Barry County Transit
03.2012 - 01.2022
Bus driver/ Parapro full time
Barry Intermediate School District
02.2012 - Current
Owner and Operator Stylist
The Cutting Edge
06.1995 - 06.2011
Associate in Business Management - Business
Baker College of Muskegon
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