LEIHANA LAFAELE
Tempe ,AZ
Summary
Operations Manager and talented team leader with over 5 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
6
6
years of professional experience
Work History
Operations Manager
Southwest Commercial Hood Cleaning
01.2023 - Current
- Supervised and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Assisted in recruiting, and hiring of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Submitted reports on payroll activities.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Maintained office supplies, distributed mail and processed invoices for payment.
- Conducted new hire orientation to verify completion of appropriate paperwork.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Managed day-to-day business operations.
- Prepared and completed bank deposits.
Scheduling Manager
RCS Countertops And Cabinets
06.2022 - 01.2023
- Coordinated with customers, project managers, shop managers and installers to schedule 185 plus measure and installations per week.
- Performed administrative duties such as uploading and filing documents, answering telephones and responding to emails.
- Conducted daily meetings with different departments to update management and staff members on progress.
- Developed and implemented scheduling policies.
- Answered client queries and complaints to provide strong customer service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Adapted quickly to frequently changing policies and procedures.
- Prepared variety of different written communications, reports and documents.
- Responsible for logging all mistakes for the cabinet shop including installer mistakes and reported mistakes to the division manager.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Accomplished multiple tasks within established timeframes.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
Office Manager
Always Fair Heating And Air
01.2020 - 06.2022
- Interacted with customers by phone, email or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Delivered clerical support by handling range of routine and special requirements.
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
BINGO Department Floor Associate
Harrahs Ak-Chin Casino
04.2017 - 01.2020
- Dealt with high volume customer interactions and was consistently outgoing, upbeat and cheerful
- Built guest relations throughout every session by talking with customers and making them feel welcome, comfortable, and inviting them back
- Observed all activity within assigned area while actively selling bingo product
- Knowledgeable of the various game types available in order to answer questions
- Capable of handling routine customer complaints and incidents and exhibits the appropriate discretion to identify situations that require the attention of supervisory personnel.
- Utilized open body language to communicate a willingness to assist
- Maintained monetary and paperwork accuracy and efficiency within department and property standards
- Assisted in maintaining a spotless hall by cleaning and resetting the area as well as disposing of any trash
- Adhered to regulatory, departmental, and company policies in an ethical manner and encourage others to do the same
- Maintained current industry knowledge by reading publications and completing training.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Handled cash register, returns and refunds.
Education
High School Diploma -
Mcclintock High School
Tempe, AZ05.2011
Skills
- Guest services management
- Conflict mediation
- Teamwork and Collaboration
- Organization and Time Management
- Analytical and Critical Thinking
- Excellent Communication
- Attention to Detail
- Flexible and Adaptable
- Staff Management
- Policy and procedure adherence
- Relationship building and management
- Project Management
- Process Improvement Strategies
Additional Information
Experience working with:
Microsoft Spreadsheets
Microsoft Word
Microsoft Outlook
Microsoft Excel
Ecomdash
Ship Station
Walmart Seller Central
Asana
Amazon Seller Central
Cisco Phone Systems
QuickBooks
Compliance Engine
CompanyCam
Sodexo
Timeline
Operations Manager
Southwest Commercial Hood Cleaning
01.2023 - Current
Scheduling Manager
RCS Countertops And Cabinets
06.2022 - 01.2023
Office Manager
Always Fair Heating And Air
01.2020 - 06.2022
BINGO Department Floor Associate
Harrahs Ak-Chin Casino
04.2017 - 01.2020
High School Diploma -
Mcclintock High School