Michele Smith
Hermitage,Tn
Work Preference
Summary
Dynamic Operations Manager with extensive experience at LAZ Parking, excelling in staff management and operational efficiency. Proven track record in enhancing service quality and resolving customer disputes, fostering loyalty. Skilled in developing standard operating procedures and training programs, ensuring compliance and high performance within teams.
Overview
31
31
years of professional experience
Work History
Operations Manager
LAZ Parking
, USA
01.2021 - Current
- Oversaw a team of over 30 employees and provided guidance and disciplinary action.
- Scheduled staff while monitoring potential abandoned vehicles, optimizing operational efficiency and minimizing disruptions.
- Managed self-park operations, ensuring compliance with BNA procedures and enhancing service quality for public parking facilities.
- Resolved customer disputes, fostering positive experiences and reinforcing customer loyalty.
Operations Manager
ABM Parking Services
, USA
01.2016 - 01.2021
- Managed daily operations to ensure efficient parking services and customer satisfaction.
- Managed self-park operation in compliance with client procedures, communicated closely with client, settled customer disputes, managed over 30 employees, hired staff, created weekly employee schedules, provided counsel and discipline.
- Developed standard operating procedures for staff to enhance service quality.
- Oversaw staff training programs to improve employee performance and compliance.
- Nashville Airport
Plaza Supervisor
ABM Parking Services
, USA
01.2015 - 01.2016
- Supervised cashier operations during shifts to ensure efficient transaction processes.
- Conducted end-of-shift cash counts for cashiers to maintain accountability and accuracy.
- Assisting customers at self-pay machines.
- Provided customer service at Nashville Airport.
- Responded to customer inquiries on the telephone, providing timely and accurate information.
Plaza Supervisor
Central Parking Systems
, USA
01.2004 - 01.2015
- Oversaw cashier operations during peak shifts to ensure efficient service.
- Delivered customer service at Nashville Airport, addressing inquiries and ensuring a positive experience.
- Assisting customers at self-pay machines.
- Answering customer inquiries on the telephone.
- Completed cash register reconciliations at the end of shifts to maintain accuracy.
Valet Supervisor
Central Parking Systems
, USA
01.2004 - 01.2015
- Supervised all valet operations and services at Nashville International Airport, ensuring adherence to standards and customer satisfaction.
- Oversaw valet procedures for customer vehicles, managed cashier operations, balanced cash drawers, inspected vehicles, audited keys, conducted garage status reports, delivered exceptional customer service, and assisted manager with scheduling.
- Supervised team of 15 employees each shift at Nashville Airport.
- Nashville Airport
Branch Operations Supervisor
Union Planters Bank
Nashville, USA
01.1995 - 01.2001
- Trained new tellers, balanced three vaults and cash drawers to ensure accurate cash management, and processed DDA transactions to maintain operational efficiency.
- Balanced general ledger accounts and updated tellers on current banking regulations while managing shipping and receiving of currency to support compliance and customer service.
- Nashville TN
Education
No degree - Education
Middle Tennessee State University
Murfreesboro, TNSkills
- Operational efficiency
- Regulatory compliance
- SOP development
- Procedure development
- Customer dispute resolution
- Client management
- Client relationships
- Staff management
- Employee training
- Staff retention
- Operations oversight
- Team leadership
- Effective communication
- Conflict resolution
- Problem solving
- MS office
- Communication skills
Timeline
Operations Manager
LAZ Parking
01.2021 - Current
Operations Manager
ABM Parking Services
01.2016 - 01.2021
Plaza Supervisor
ABM Parking Services
01.2015 - 01.2016
Plaza Supervisor
Central Parking Systems
01.2004 - 01.2015
Valet Supervisor
Central Parking Systems
01.2004 - 01.2015
Branch Operations Supervisor
Union Planters Bank
01.1995 - 01.2001
No degree - Education
Middle Tennessee State University