Margarita Lang Puffer
Pewaukee,WI
Summary
Dependable leader bringing management experience and willingness to take on additional responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.
Overview
22
22
years of professional experience
Work History
Senior Operations Manager
Crew2
Pewaukee, WI
08.2018 - Current
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Oversaw staff and sub-contractor performance review assessments.
- Prepared documents for internal and external audits.
- Procured contracting arrangements with sub-contractors and service providers.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Eased team transitions and new employee orientation through effective training and development.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Interacted well with COS's and customers to build connections and nurture relationships.
Assistant Store Manager
Lowes Home Improvment
Cedar Rapids, IA
11.2013 - 01.2017
- Strengthen company's business by leading implementation of Central Production Office.
- Trained, coached and mentored staff to ensure smooth execution in operation departments.
- Worked directly with the store management staff to achieve financial stability increasing profitability through monitored expenses
- Developed and executed new policies
- Hired and trained and entirely new management staff in the operational area.
- Spearheaded cross-functional initiative to achieve training for service positions
- Responsible for forecast and sales in a $35 million dollar store.
- Ensured accurate accountability of Return to Vendor process as well the out for repair products for the store/customers.
- Performed daily execution of the inventory replenishment process through receipts in receiving to freight flow procedures, scanning opportunities and updating inventory counts.
Department Supervisor
J C Penney Sales Associates
Menomonee Falls, WI
10.2011 - 11.2013
- Responsible for 2 separate departments with 10 associates.
- Developed my team through coaching and training.
- Executed monthly merchandise sets using company guidelines.
- Assisted customers with catalog orders.
Specialty Assistant Store Manager
Home Depot
Menomonee Falls, WI
04.1999 - 09.2011
- Responsible for the daily operations of store with annual sales plan of $13 million while the Specialty departments increased sales by 14.6% in 2010 thus assisting the Store's overall financial success.
- Controlled payroll through daily review of productivity reports showing hours per department bases on previous day sales.
- Resolved all customer service issues by meeting with customers to discuss concerns and issues.
- Influenced 3 associates into advancement with coaching and providing all materials needed.
- Interviewed and hired for all positions available in my current store plus assisting other Store Managers.
Education
Bachelor of Science - Police Science
WCTC
PewaukeeHigh School Diploma -
Kettle Moraine High School
Wales, WI05.1977
Skills
- Financial Statement Review
- Administrative Management
- Sales Tracking
- Business Leadership
- Performance Monitoring and Evaluation
- Records Organization and Management
- Hiring and Onboarding
- Conflict resolution
- Exceptional Attention to Detail
Additional Information
- Senior Operations Manager for Hard Surface 2021
- Women in Leadership Presenter 2016
- Future Leaders in Lowe's Trainer 2015
- Store manager Development Program-Home Depot 2008
Timeline
Senior Operations Manager
Crew2
08.2018 - Current
Assistant Store Manager
Lowes Home Improvment
11.2013 - 01.2017
Department Supervisor
J C Penney Sales Associates
10.2011 - 11.2013
Specialty Assistant Store Manager
Home Depot
04.1999 - 09.2011
Bachelor of Science - Police Science
WCTC
High School Diploma -
Kettle Moraine High School
Similar Profiles
Mark A. MeyerMark A. Meyer
Project Manager at crew2Project Manager at crew2
John WallaceJohn Wallace
Project Manager at Crew2Project Manager at Crew2
LaDareon "Xae" CopelandLaDareon "Xae" Copeland
Customer Service Representative at Crew2Customer Service Representative at Crew2