Lilian Chen
Fontana,USA
Summary
Seasoned Operations Manager and talented leader with 15 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
12
12
years of professional experience
Work History
Operations Manager Warehouse
Target
03.2023 - Current
- Managed daily operations across multiple inbound and outbound departments, overseeing a team of over 100 members, including 4 Lead Warehouse Workers and 2 Points of Contact (POCs)
- Introduced a metrics-based performance management system focused on operating results and led a value-add employee recognition program
- Collaborated with the HR Business Partner to enhance onboarding processes, mentoring leaders and Lead Warehouse Workers to promote team development and integration
- Onboarded a new intern, providing training in departmental operations, ROC problem-solving, GEMBA practices, and managerial tasks
- Implemented cost-saving initiatives that effectively reduced overhead by optimizing headcount budgeting and creating planning systems in Microsoft tools
- Participated in Prep Kaizen to minimize wasted motion, resulting in an increase in units per hour (UPH) from 14 to 22 through targeted strategies
- Utilized problem-solving skills to anticipate risks, guiding new leaders and team members with real-time observations and actionable feedback
- Trained and onboarded new leaders in Inbound and Outbound operations, focusing on daily planning, effective communication, problem-solving, and action plan development
- Measured staff productivity and used data to make informed adjustments to equipment and staffing during peak seasons
- Contributed to team development by participating in hiring, coaching, and performance management processes, including crafting and delivering annual reviews aimed at individual performance improvement
- Standardized and organized the Prep Area to enhance cleanliness and efficiency by applying 5S principles
- Mentored Lead Warehouse Workers in the Prepared for Next program, equipping them for Operations Manager roles
- Implemented process improvement strategies to reduce costs and enhance efficiency by leading and training new Consolidation and Liquidation teams
- Served as Captain of the Safety team, leading meetings to implement new safety processes across the building
Operations Manager Outbound
Target
08.2020 - 03.2023
- Managed a team of over 150 members, including 2 Lead Warehouse Workers and 3 Points of Contact (POCs), while measuring staff productivity and performance
- Achieved a 50% reduction in safety occurrences by conducting focused Gemba walks on top Pareto issues, and retrained the entire team with designated trainers to reinforce safety protocols
- Improved delivery times from 48 hours in 2021 to 36 hours in 2022 by analyzing metrics and implementing a ROC problem-solving plan that emphasized lead time and aging freight through 5S practices and restaging
- Trained new Outbound Operations Managers as a Certified Executive Trainer and successfully elevated 4 team members to new roles within the building
- Reduced Outbound recirculation to under 5% while maximizing throughput to 10-11k capacity within a 94k+ record framework
- Developed a new tool for wing realignment to ensure accurate data and facilitate a smoother workflow across the shipping wing
- Promoted 2 Lead Warehouse Workers into elevated roles within 6 months, enhancing leadership capacity within the team
- Evaluated operational costs and identified key areas for improvement to drive efficiency
- Created a ROC focused on Team Member Retention to mitigate the loss of new talent and enhance workplace culture
- Utilized problem-solving skills to anticipate risks in non-con sorting, leading to a 4.6% increase in CPH through targeted ROC initiatives
- Established bi-weekly startup announcements to reinforce compliance with Target’s policies and procedures, ensuring team members are aligned with operational standards
Store Manager
Adidas
08.2019 - 08.2020
- Engaged with customers to create positive shopping experiences, driving revenue growth and customer loyalty
- Scheduled and led weekly store meetings to discuss sales promotions and new inventory, providing a platform for team members to voice concerns and ideas
- Promoted 2 team members into management roles, fostering internal career development
- Managed marketing initiatives and store setups for promotional events, enhancing customer engagement and sales
- Oversaw the receipt and display of incoming products, ensuring alignment with planned promotions and seasonal rotations
- Created work schedules based on sales volume and employee availability to optimize staffing efficiency
- Established and administered the annual budget with effective controls to prevent overages, minimize burn rate, and support sustainability objectives
- Developed effective store schedules based on forecasted customer levels, employee expertise, and service requirements
- Managed recruitment, hiring, and development of top talent to strengthen workflow and productivity
- Planned budgets, authorized payments, and handled merchandise returns efficiently
- Completed 2019 profit and loss performance reports to evaluate financial performance
- Analyzed and interpreted store trends using GROW methodology to facilitate strategic planning
Area Manager
Steve Madden
06.2012 - 08.2019
- Directed leaders across 4 sites in Southern California, ensuring alignment with organizational goals and fostering a cohesive operational strategy
- Developed comprehensive store plans for recruitment, staffing, onboarding, and training, optimizing operational efficiency across locations
- Facilitated operational changes in both Outlet and Retail stores, driving business growth by assessing cultural compatibility and talent impacts
- Achieved top-performing status for stores through proactive employee relations and development initiatives, significantly enhancing internal promotion rates
Education
Bachelor of Arts - History
University Of California, Riverside
Riverside, Ca01.2012
Skills
- Inventory Management
- Budget development
- Workflow Planning
- Staff Training
- Policy and Procedure Implementation
- Cost Containment
- High-Pressure Environments
- Process Improvement Strategies
- Performance Monitoring and Evaluation
- Budget Development and Management
- Inventory Control
- Business Development Understanding
- Goal Attainment
- Problem-Solving
- Operations Management
Volunteer Experience
Volunteer, Foster Love, Brea, CA, 01/01/08, Present, Helped organize fundraisers to benefit organizational objectives., Participated in community clean-up and enrichment projects., Fostered leadership capabilities by taking initiative on various initiatives within the organization., Gathered ongoing needs from community partners to create project inventory., Organized and assisted with events, activities and programs to drive outreach initiatives.
Timeline
Operations Manager Warehouse
Target
03.2023 - Current
Operations Manager Outbound
Target
08.2020 - 03.2023
Store Manager
Adidas
08.2019 - 08.2020
Area Manager
Steve Madden
06.2012 - 08.2019
Bachelor of Arts - History
University Of California, Riverside
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