Malia Vazquez
San Antonio,Texas
Summary
Organized Operations Lead with background motivating, coaching and overseeing teams by employing excellent interpersonal and multitasking skills. Seasoned expert at establishing and implementing goals and objectives, identifying and managing risks and developing employee potential. Strong independent judgment and critical-thinking abilities.
Overview
10
10
years of professional experience
Work History
Operations Lead
Security Service Federal Credit Union
San Antonio
12.2022 - Current
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Tracked company equipment, tools and technology to manage inventory.
- Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
- Championed change management efforts across organizational departments, assisting employees in adapting to new policies or procedures effectively.
- Planned operations and activities, and led projects.
- Enhanced team productivity by providing ongoing training and development opportunities.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Managed daily operations, ensuring delivery of high-quality interactions and product recommendations to clients,
- Motivated and trained employees to maximize team productivity.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Organized and detail-oriented with a strong work ethic.
- Set schedules for staff of 12 by planning and designating shifts and hours.
- Maintained detailed records of employee vacations, and time off requests for accurate scheduling
- Managed last-minute schedule changes, minimizing disruptions to both employees and operations.
- Coordinated training sessions for new hires, contributing to a well-prepared and efficient workforce.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
Senior Member Relationship Officer
Security Service Federal Credit Union
San Antonio
01.2019 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Conducted training sessions for employees on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
Associate Workshop Manager
Build-A-Bear Workshop
San Antonio
03.2016 - 02.2019
- Optimized inventory management systems, ensuring accurate tracking of supplies and minimizing waste.
- Established performance metrics to monitor progress and identify areas for improvement.
- Conducted outreach activities to engage local businesses in programs.
- Participated in community events to promote services and engage with public.
- Provided leadership, guidance and support to staff members.
- Monitored program performance and outcomes for successful delivery of services.
- Assisted in development of new assembly processes.
- Collaborated with fellow employees to create a friendly, supportive work environment that fostered team success.
- Demonstrated versatility in fulfilling various roles within the store as needed, including cashier, party host, or stockroom assistant.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting and explaining best solution to solve the problem.
- Assisted store manager in conducting regular audits of inventory levels, identifying discrepancies or trends affecting sales performance.
- Carried out preventative maintenance, keeping tools and machinery functional.
- Monitored inventory, keeping necessary supplies on hand.
- Implemented creative visual merchandising displays that showcased seasonal items or popular themes, capturing customer interest upon entering the store.
- Resolved customer issues promptly and professionally to ensure satisfaction and repeat business.
Bear Builder
Build-A-Bear
San Antonio
06.2013 - 03.2016
- Assisted parents and children in construction and design of personalized stuffed animals, working with 20-50 families every day.
- Utilized blueprints, schematics and diagrams to accurately complete tasks.
- Checked items received against shipping invoices to verify accurate shipments of products.
- Maintained visual and housekeeping standards to create brand experience unique to Build-a-Bear Workshops.
- Demonstrated versatility in fulfilling various roles within the store as needed, including cashier, party host, or stockroom assistant.
- Suggested products and upsells to maximize store results and enhance guests experience.
- Operated POS system to receive payments by cash, credit card, vouchers and automatic debit.
- Organized children's birthday parties and led fun party games and activities to keep children entertained.
- Maintained a thorough understanding of all merchandise offerings to make informed suggestions based on individual preferences or special occasions.
- Handled cash transactions accurately and efficiently to facilitate smooth store operations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
Education
Associate of Arts - Criminal Justice
Northwest Vista College
San Antonio, TX05.2013
High School Diploma -
Louis D. Brandeis High School
San Antonio, TX06.2011
Skills
- Scheduling and calendar management
- Sales proficiency
- Coaching and Mentoring
- Staff Training
- Handling Escalations
- Employee Supervision
- Performance Evaluations
- Complaint resolution
- Regulatory Compliance
- Relationship Building
References
References available upon request
Hobbies
- Reading
- Baking
- Travel
- Video Games
Timeline
Operations Lead
Security Service Federal Credit Union
12.2022 - Current
Senior Member Relationship Officer
Security Service Federal Credit Union
01.2019 - 12.2022
Associate Workshop Manager
Build-A-Bear Workshop
03.2016 - 02.2019
Bear Builder
Build-A-Bear
06.2013 - 03.2016
Associate of Arts - Criminal Justice
Northwest Vista College
High School Diploma -
Louis D. Brandeis High School