Lesley Herrera
Manor
Summary
Dynamic operations leader with a proven track record at Kipp Texas, enhancing team performance through strategic coaching and recruitment. Expert in profit and loss management, I successfully improved operational efficiency and employee engagement, driving significant revenue growth. Adept at implementing process improvements and fostering a collaborative work environment.
Overview
12
12
years of professional experience
Work History
School Operations Manager
Kipp Texas
Austin
06.2024 - Current
- Supervised school operations associates and front office staff, streamlining daily functions for improved service delivery.
- Coached school operations associates, fostering collaboration and enhancing team performance.
- Managed guest teacher coverage requests and updated outage calendar for staff efficiency.
- Coordinated school events such as meet-the-teacher night and parent engagement sessions.
- Monitored chronic absenteeism and attendance reports to identify trends and solutions.
- Facilitated meetings with parents to create and sign recommitment agreements with students.
- Oversaw student technology programs, including Chromebook management for effective learning.
- Managed purchasing of items and services, ensuring budget adherence and maintaining quality standards.
Area Operations Manager Multi Unit
Jynt Chiro
Austin
06.2021 - Current
- Coordinated scheduling for doctors and wellness coordinators across eight locations, optimizing staff coverage for 54 employees.
- Interviewed and hired new employees, enhancing team capabilities and supporting operational needs.
- Onboarded new doctors and wellness coordinators, streamlining integration into clinic operations.
- Analyzed KPIs to develop processes that foster effective team behaviors.
- Visited multiple clinics daily to coach staff and identify performance improvement opportunities.
- Resolved patient complaints promptly, ensuring satisfactory solutions.
- Completed 90-day and annual evaluations, approving raises for doctors and wellness coordinators.
- Coached teams on exceptional customer service through role-playing exercises.
Regional Operations Manager/Regional Developer Operations Manager
WellCare Clinics DBA The Joint
Austin
08.2020 - 06.2021
- Recruited, interviewed, hired, and trained new employees, enhancing retention strategies to maintain staffing levels.
- Coached team members through positive reinforcement, contributing to improved individual and team performance.
- Managed day-to-day operations across five clinics while addressing customer complaints.
- Scheduled wellness coordinators across five clinics to meet operational demands.
- Implemented motivational perks for wellness coordinators, increasing engagement and job satisfaction.
- Established employee benefits for wellness coordinators and doctors in clinics.
- Calculated bi-weekly payroll and monthly bonuses for all staff.
- Conducted bi-weekly calls to reinforce proper procedures and protocols.
Spa Operations Manager
Xpresspa
Austin
07.2019 - 03.2020
- Streamlined routine operations to boost operational effectiveness.
- Managed daily operations to ensure efficient service delivery for spa clients.
- Developed and implemented standard operating procedures for staff training and performance.
- Oversaw inventory management to maintain adequate supplies for spa services.
- Coordinated schedules and assignments for staff to optimize workflow efficiency.
- Facilitated communication between departments to enhance customer service experience.
- Monitored compliance with health and safety regulations in spa operations.
- Led team meetings to discuss operational challenges and strategize solutions.
- Analyzed operational processes to identify areas for continuous improvement initiatives.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Oversaw staff scheduling to ensure adequate coverage for services.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed daily operations by implementing short-term and long-term strategies to align with business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding, and training.
- 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.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources, to ensure efficient operations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Developed and implemented operational procedures to ensure quality standards are met.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Implemented strategies that optimized operating costs while sustaining high levels of customer satisfaction.
- Collaborated with team leaders on quality audits.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Planned delivery routing, team workflows, and promotional initiatives.
- Presented performance and productivity reports to supervisors.
District Operations Manager
Big Hair Salons LLC
Austin
01.2018 - 07.2019
- Managed daily operations of 8 salons, ensuring alignment with business goals and operational efficiency.
- Applied coaching and leadership skills with managers which led to increased revenue in all salons by 20% month over month.
- Recruited, hired, trained and mentored management team in applying best practices in staff leadership and business functions.
- Approved budgets and inventory orders for each salon ensuring each manager stayed below their individual budget.
- Led bi-weekly leadership calls to enhance team engagement and drive motivation.
- Reviewed dashboard and reports, identifying and implementing corrective actions to achieve performance metrics.
Area Manager
Sally's Beauty Holdings
Austin
01.2018 - 01.2019
- Managed team of 14 managers and 52 employees, aligning efforts with operational objectives.
- Provided leadership that maximized sales and fostered customer loyalty.
- Oversaw daily operations for seven retail stores, driving operational improvements.
- Monitored controllable expenses, ensuring budget adherence and minimizing shrinkage.
- Ensured management engagement in team development to enhance employee performance.
Franchisee Operations Specialist/BSS
Great Clips INC
01.2015 - 12.2017
- Oversaw 110 franchised locations across eight markets, ensuring operational excellence.
- Ensured compliance with Great Clips operational systems across all salons, maintaining standardization.
- Conducted salon audits utilizing GC tools to uphold operational and facility standards.
- Coached salon managers through targeted feedback, enhancing performance and operational standards.
- Developed SMART goals with general managers and franchisees to optimize potential.
- Facilitated weekly calls with new franchisees, guiding successful salon openings and fostering effective onboarding.
- Provided ongoing feedback and coaching post-opening to ensure franchisee success.
- Trained new BSS/FOS on GC app usage, consultation etiquette, and created reference binders.
General Manager
Mane Image LLC/DBA Great Clips
Austin
01.2014 - 01.2015
- Boosted salon and retail sales across five district salons by implementing targeted strategies.
- Recruited, hired, trained, and developed managers and stylists through motivational techniques.
- Strengthened management team through focused development of leadership skills.
- Coached team members through role-playing exercises to boost performance.
- Cultivated partnerships with cosmetology schools to elevate GC brand presence and conduct workshops.
- Utilized GC scheduling tool to create effective schedules for timely customer service.
Education
License - Cosmetology
Davis H Hart Vocational Technical School
Mexico04-1991
High School Diploma -
Wellsville-Middletown R-1
Wellsville, MO05-1990
Some College (No Degree) - Creative Writing
Austin Community College
Austin, TXSkills
- Operations oversight
- Recruitment process
- Training programs
- Team leadership
- Strategic planning skills
- Profit management
- Budgeting skills
- Process improvement
- Sales management
- Inventory control
- Retail management
- Retail sales techniques
- CRM software utilization
- Scheduling efficiency
- Scheduling efficiency
References
- Dr Ryan Van Eaton DC, Chiropractor, 512-519-5624
- Dr Gabriel Wagabaza DC, Chiropractor, 207-899-5261
- Hannah Kidd, Wellness Coordinator, 330-618-7185
Timeline
School Operations Manager
Kipp Texas
06.2024 - Current
Area Operations Manager Multi Unit
Jynt Chiro
06.2021 - Current
Regional Operations Manager/Regional Developer Operations Manager
WellCare Clinics DBA The Joint
08.2020 - 06.2021
Spa Operations Manager
Xpresspa
07.2019 - 03.2020
District Operations Manager
Big Hair Salons LLC
01.2018 - 07.2019
Area Manager
Sally's Beauty Holdings
01.2018 - 01.2019
Franchisee Operations Specialist/BSS
Great Clips INC
01.2015 - 12.2017
General Manager
Mane Image LLC/DBA Great Clips
01.2014 - 01.2015
License - Cosmetology
Davis H Hart Vocational Technical School
High School Diploma -
Wellsville-Middletown R-1
Some College (No Degree) - Creative Writing
Austin Community College