Laurie Baxter
Longview,WA
Summary
Previous Small Business Owner with 38 years of experience in customer and employee relations, conflict resolution, business planning, and financial management. I no longer own either of my two previous businesses, and I have a strong calling into Christian-based psychology, with the goal of working with young adults to foster a strong relationship with God and a foundational understanding of their calling and their worth as children of God. I also want to work with women who have experienced relationship trauma. I am currently working toward the goal of achieving a B.S. in Applied Psychology Dual Degree with an emphasis on Clinical Counseling in the CCU CAGS program. I believe strongly in the foundational beliefs of Colorado Christian University, and have been personally touched by this school and ministry. My goal would be to move up from this position after achieving my Bachelors Degree and God-willing, intend to move into the Master's Degree program upon completion of the initial degree. Having an opportunity to help support other students, along with their parents achieve their goals at Colorado Christian University, as I have been helped, would be a giant step towards my long-term goals.
Overview
38
38
years of professional experience
Work History
Operations Manager/Owner
Infinite Heating & Cooling LLC
Longview, Washington
05.2016 - 03.2024
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- 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.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Oversaw financial management, budget management, accounting and payroll activities.
- Enforced federal, state, local and company rules for safety and operations.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Collected customer fees, managed refunds and provided complete sales documentation.
- Resolved challenges associated with company websites, vendors and telecoms.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Developed and implemented operational procedures to ensure quality standards are met.
Owner/Operator
CJ's Mother's Touch Preschool
Tigare, Oregon
11.1985 - 05.2016
- Managed daily operations of business, including hiring and training staff.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Oversaw budgeting and financial management.
- Maintained relationships with existing clients by providing superior customer service.
- Researched potential partners in order to expand services offered.
- Reviewed legal documents related to business operations.
- Ensured compliance with local, state, and federal regulations.
- Provided direction and guidance to employees.
- Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
- Interviewed, trained and supervised employees.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
- Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
- Mentored and trained new hires on sales techniques and customer service procedures.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained relationships with clients.
Education
Bachelor of Science - Enrolled-Applied Psychology, Clinical Counselini
Colorado Christian University
Denver, COSkills
- Communication Skills
- Customer Relationship Building
- Customer Service
- Financial Management
- Customer Retention
- Health and Safety Compliance
- Conflict Mediation
- Assignment Delegation
- Decision-Making
- Project Leadership
- Data Management
- Staff Training
- Business Administration
- Quickbooks
- Microsoft Word
- PowerPoint
- Onboarding and Orientation
- Problem-Solving
- Troubleshooting and Problem Solving
- Policies and Procedures Implementation
- Invoice Processing
- Customer Relationship Management (CRM)
- Employee Motivation
References
References available upon request.
Timeline
Operations Manager/Owner
Infinite Heating & Cooling LLC
05.2016 - 03.2024
Owner/Operator
CJ's Mother's Touch Preschool
11.1985 - 05.2016
Bachelor of Science - Enrolled-Applied Psychology, Clinical Counselini
Colorado Christian University