Lenora McIntosh
Visual Comfort & Co
Houston,TX
13
years of professional experience
Operations leader with expertise in process improvement, inventory management, and cost control. Skilled at guiding cross-functional teams, streamlining workflows, and supporting strategic decisions that improve efficiency and service consistency.
Work History
Director of Operations
13 Years 3 Months- Directed daily operations across sales, logistics, and fulfillment teams to maintain service consistency.
- Optimized inventory controls and replenishment workflows to support accurate product availability.
- Coordinated cross-functional communication between merchandising, supply chain, and customer service groups.
- Streamlined order processing procedures to reduce errors and improve turnaround.
- Oversaw performance reporting and operational reviews to guide leadership decisions.
- Implemented process improvements that strengthened workflow efficiency and team accountability.
- Partnered with vendors and internal stakeholders to resolve supply disruptions and shipment issues.
- Monitored budget and utilized operational resources.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Managed inventory control systems, optimizing stock levels and reducing waste.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Customer Service Operations Director
1 Year 1 Month- Evaluated operational processes and introduced improvements that increased efficiency in daily execution.
- Led staff development efforts to align teams with service standards and operational priorities.
- Oversaw ERP system use to maintain data integrity, reporting accuracy, and process visibility.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Mentored and coached team members to foster a productive and engaging work environment.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Established and monitored quality assurance standards to achieve operational excellence.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Fostered a culture of continuous improvement by leading workshops and training sessions on best practices and innovative operational strategies.
- Enhanced customer experience by implementing client feedback loop that directly informed operational improvements and product adjustments.
- Increased customer satisfaction with detailed quality control checks, ensuring all products met stringent quality standards before release.
- Oversaw successful implementation of new ERP system, ensuring smooth transition and minimal disruption to business operations.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
Business Development Specialist
6 Years 9 Months- Developed dealer relationships to expand specification sales pipeline and support brand growth.
- Analyzed customer needs to recommend lighting solutions aligned with project requirements.
- Coordinated with sales teams to prepare quotes, product details, and account updates.
- Managed CRM records to track prospects, opportunities, and follow-up actions.
- Negotiated account terms to strengthen partnerships and maintain long-term business retention.
- Collaborated with showrooms to support product presentations and new business development efforts.
- Resolved client inquiries quickly to maintain service quality and protect sales opportunities.
- Streamlined lead routing and territory coordination to improve sales team responsiveness.
- Expanded client base by identifying and targeting new business opportunities through market research and analysis.
- Used SalesForce to handle current portfolio and prospective leads.
- Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
- Established long-term partnerships with key stakeholders, fostering trust and collaboration for mutual success.
- Developed and executed strategic sales plans, resulting in increased revenue and profitability for the company.
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
- Conducted regular meetings with Licensed Design Partners to build positive and productive relationships.
- Drove process improvements within the organization by assessing current systems and recommending enhancements where needed.
- Mentored junior team members, providing guidance on best practices in business development to elevate their performance levels.
- Reviewed client concerns and recommended appropriate changes to supervisors.
- Engaged with customers to build business relationships.
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Contributed to event marketing, sales and brand promotion.
- Kept detailed records of daily activities through online customer database.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Compliance Analyst
1 Year 8 Months- Monitored import and export documentation to support customs clearance and trade compliance.
- Reviewed product compliance requirements for lighting and home furnishings, ensuring documentation matched regulatory standards.
- Analyzed supplier records for accuracy, completeness, and alignment with internal compliance controls.
- Maintained certification files, test reports, and declaration records for audit readiness.
- Collaborated with cross-functional teams to resolve compliance gaps in product data and labeling.
- Standardized compliance workflows to improve consistency across documentation review and approval processes.
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
- Assisted in the preparation of reports for senior management, outlining findings from investigations into suspected non-compliant activities.
- Improved company's risk management strategy by identifying, assessing, and mitigating potential risks related to noncompliance.
- Assisted in the development of a comprehensive risk assessment framework for evaluating potential threats to organizational compliance systems.
- Supported and trained customers on compliance-related issues.
- Conducted gap analyses on existing control systems, recommending improvements where necessary for increased effectiveness in maintaining regulatory compliance.
- Contributed to the development of a strong compliance culture within the organization by promoting awareness of relevant rules and guidelines through training sessions and communications campaigns.
- Streamlined reporting processes, facilitating timely and accurate regulatory submissions.
- Collaborated with IT department to implement secure data management practices, safeguarding sensitive information.
Education
Bachelor of Science - Business Administration
Skills
Operational efficiency
Operations oversight
Process improvements
Cost control
Leadership training
Performance analysis
Risk mitigation
Resource allocation
Retail build outs
Teamwork and collaboration
Team leadership
Decision-making
Staff training/development
Staff management
Employee development
Customer service management
KPI tracking
Effective leader
Hiring and onboarding
Relationship building
Organizational structuring
Proficient in JDE
SAP
SALESFORCE
ORACLE CX
MS SUITE
Training management
Sound judgment
P&L Administration
Revenue generation
Inventory management
Records organization and management
Strategic planning and execution
Timeline
Customer Service Operations Director
Visual Comfort & Co
01.2023 - 02.2024Read More
Business Development Specialist
Visual Comfort & Co
04.2016 - 01.2023Read More
Compliance Analyst
Visual Comfort & Co
05.2014 - 01.2016Read More
Director of Operations
Visual Comfort & Co
07.2013 - CurrentRead More
Sam Houston State University
Bachelor of Science from Business Administration
Read More