Kiara Gonzalez
Mesa,AZ
Summary
Experienced leader with a strong background in retail training, business operations, and people management. Proven record of achievement in collaboration with team members and stakeholders to achieve goals.
Overview
15
15
years of professional experience
Work History
Operations Manager
Tesla
Scottsdale, AZ
08.2024 - Current
- Lead and manage comprehensive market operations from order placement to car delivery, while managing KPIs.
- Analyzed and refined logistics, vehicle registration, fleet management, finance/collections processes.
- Developed strong relationships with key stakeholders in Sales, Delivery, and Service operations.
- Lead, build, and develop the Operations team.
- Enhanced customer satisfaction by optimizing market operations.
- Executed pre-delivery activities efficiently, ensured vehicle readiness, and delivered an excellent customer experience.
- Collaborated with Market Leader to define optimal operational strategies for market growth.
Operations Manager
Macy's
Chandler, Arizona
11.2022 - 08.2024
- Supervised daily store functions
- Oversaw daily fulfillment operations and managed picking and packing of over 500 units.
- Processed over 1,000 cartons three times a week (average 100k units) and getting them ready to be deployed to the floor in under 24 hours (hung, censored, peeled, and RFID).
- Inventory control monthly and RFID processing weekly to maintain accurate inventory count.
- RTV's (Return To Vendor)
- Direct reports of 50+ with 3 assistants.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
Assistant Store Manager
Fresh Warehouse, Amazon
Tempe, Arizona
04.2022 - 11.2022
- Providing the Phoenix area with grocery
- Oversees a team of 100+ employees, setting expectations for quality and units picked per hour
- Promoted quality improvements by implementing quality audit checks in real time, coaching in the moment to improve quality metrics and units picked per hour
- Implementing planning for inbound and outbound orders each day
- Period 1 - Period 4 accountability, with plan and hours allocated between each department
Central Operations Lead (L4)
Central Operations, Amazon
Tempe, Arizona
11.2019 - 04.2022
- Providing support to 200+ Whole Food Market, Ultra-Fast Fresh and Locker + locations within the U.S assisting over 120,000 shoppers and associates via the Global Support Experience Line
- Oversees a team of 15-39 Level 1 and Level 3 associates while providing support, development opportunities and real time coaching
- Promoted quality improvements by implementing quality audit checks in real time, coaching in the moment to improve quality metrics and implementing a call audit survey
- Created a manual on virtual training which was then used as a model to create a virtual training for Project Fizzle (virtual at home and on-site training)
- Trained 100+ Level 1 associates and 3+ Leads
- Warehouse planning for inbound and outbound orders each day
- Period 1 - Period 4 accountability, with plan and hours allocated between each department
Assistant Shoes Department Manager
Nordstrom
Scottsdale, Arizona
04.2016 - 08.2019
- Provided support to 40 direct associates in training, coaching, and personal sales development.
- Recruiting, hiring, and training new sales associates and managers.
- Achieved a 6.1% increase compared to the previous year (2018 vs 2017) in Women's Shoes.
- Increased Men's department volume by 1.2% year-over-year (2017 vs. 2016).
- Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
- Implemented sales strategies achieving a 10% increase in six months.
- Directed orientation sessions for new recruits, guiding them through department policies and procedures.
Sales Associate (Kid's Shoes)
Nordstrom
Scottsdale, Arizona
03.2010 - 04.2016
- Achieved pacesetter in the store, which is a sales goal set per department for the year
- Goal reached by 120%
- Trained new hires on how to serve the client give great customer service and meet sales goals
Education
Bachelor of Science - Family And Human Development
Arizona State University
Tempe, AZ01.2022
Associate of Science - Family And Human Development
University of Phoenix
Phoenix, AZ01.2014
Skills
- Organizational Management
- Process Improvement
- Logistics Oversight
- Policies and procedures implementation
Timeline
Operations Manager
Tesla
08.2024 - Current
Operations Manager
Macy's
11.2022 - 08.2024
Assistant Store Manager
Fresh Warehouse, Amazon
04.2022 - 11.2022
Central Operations Lead (L4)
Central Operations, Amazon
11.2019 - 04.2022
Assistant Shoes Department Manager
Nordstrom
04.2016 - 08.2019
Sales Associate (Kid's Shoes)
Nordstrom
03.2010 - 04.2016
Bachelor of Science - Family And Human Development
Arizona State University
Associate of Science - Family And Human Development
University of Phoenix
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