Michelle Pusey
Ogden,UT
Summary
Dynamic General Manager with proven success in operations management, team leadership, and strategic planning. Increased productivity and customer satisfaction through process improvements and staff development.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
General Manager of Operations
FVI5 LLC
Riverdale, UT
03.2022 - 10.2025
- Supervised daily operations, focusing on enhancing efficiency and refining workflow systems.
- Implemented process improvements, resulting in increased productivity across departments.
- Facilitated development of training programs focused on mentoring staff and reinforcing best practice standards.
- Analyzed operational data to identify trends and inform strategic decision-making.
- Coordinated cross-functional teams to align project goals with company objectives.
- Developed and maintained strategic vendor alliances to improve supply chain performance and lower operational costs.
- Led initiatives to enhance customer satisfaction through improved service delivery standards.
- Utilized project management tools to track progress and ensure timely completion of projects.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Fostered team development by applying comprehensive coaching, mentoring, and performance management techniques.
- Established standard operating procedures that enhanced employee performance.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
- Implemented technology upgrades which resulted in increased workflow efficiency.
- Delivered consistent results in challenging market conditions through sound decision-making based on comprehensive data analysis.
- Provided ongoing support and mentorship to staff, enhancing their proficiency in utilizing new program.
- Optimized supply chain efficiency through vendor negotiations, inventory control measures, and streamlined logistics processes.
- Reduced lead times through careful planning.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Fostered strong relationships with external partners and stakeholders to support business objectives and expand market share.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Increased employee retention rate by creating professional development programs.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Managed difficult client situations to facilitate employee assistance and ensure exceptional customer satisfaction.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced operational risks while organizing data to forecast performance trends.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reported issues to higher management with great detail.
Business Owner
The Commissary/ Utah Smart Lunches
Murray, UT
01.2013 - 07.2022
- Streamlined daily operations to facilitate efficient food service delivery while prioritizing customer satisfaction.
- Negotiated and maintained strategic alliances with local suppliers to improve product range and achieve cost efficiencies.
- Oversaw staff training programs, fostering skill development and promoting a positive work environment.
- Implemented inventory management systems to optimize stock levels and minimize waste.
- Analyzed financial reports to identify trends, improve profitability, and inform business decisions.
- Led community outreach efforts, enhancing company visibility and building strong local relationships.
- Streamlined operational processes, resulting in improved workflow efficiency across all departments.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Trained and motivated employees to perform daily business functions.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Optimized inventory management processes and order fulfillment workflows to improve overall shipping efficiency.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Secured long-term sustainability of the business through prudent financial management practices such as cash flow optimization, cost control, and strategic investments.
- Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
- Secured lucrative partnerships to expand market reach, negotiating contracts with precision and foresight.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Developed strategic business plan, guiding company towards sustainable growth and profitability.
- Launched series of successful new products, conducting market research and adjusting offerings based on feedback.
- Achieved significant cost savings by renegotiating service contracts without sacrificing quality or service levels.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reported issues to higher management with great detail.
Business Owner
Legit Gelato
Murray, UT
01.2015 - 11.2018
- Managed daily operations to ensure efficient food service delivery and customer satisfaction.
- Developed strategic partnerships with local suppliers to enhance product offerings and reduce costs.
- Coordinated marketing initiatives to increase brand awareness and drive customer engagement.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Implemented efficient systems for inventory management, order processing, and shipping logistics.
- Conducted market research to inform product development decisions and identify potential growth areas.
- Streamlined operational processes, significantly reducing overhead costs and improving efficiency.
- Pioneered customer feedback system, utilizing insights to refine products and services continually.
- Cultivated strong online presence, managing social media platforms to engage with customers and build community.
- Implemented cutting-edge technology solutions to enhance operational productivity and customer engagement.
- Optimized supply chain management, ensuring timely delivery of products and minimizing inventory costs.
- Elevated brand visibility by spearheading comprehensive digital marketing campaign.
- Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
- Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
- Negotiated favorable terms with suppliers, improving profit margins without compromising on quality.
- Drove revenue growth with innovative sales strategies, understanding customer needs and market trends.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Fostered positive company culture, attracting and retaining top talent through motivational leadership.
- Expanded into new markets, conducting thorough analysis to ensure compatibility and potential for growth.
- Led company through successful rebranding initiative, refreshing image and attracting broader customer base.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Raised property accuracy and accountability by creating new automated tracking method.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Oversaw staff training programs, fostering skill development and promoting a positive work environment.
- Analyzed financial reports to identify trends, improve profitability, and inform business decisions.
- Implemented inventory management systems to optimize stock levels and minimize waste.
- Streamlined operational processes, resulting in improved workflow efficiency across all departments.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reported issues to higher management with great detail.
Education
High School Diploma -
Copper Hills High School
West Jordan, UTEMT - EMS
Emedco
MurrayAssociate of Science - Business Administration And Management
Salt Lake Community College
Salt Lake City, UT06-2018
Skills
- Operations management
- Staff development and motivation
- Business analysis and financial management
- Work flow planning
- Unsurpassed work ethic
- Marketing
- Logistics management and Inventory management
- Staff management
- Decision-making and delegation
- Team leadership
- Schedule management
- Customer relationships and interpersonal communication
- Strategic planning
- Business development
- Contract administration
- Cost reduction
Accomplishments
- Promoted to General Manager after 6 months with the company.
- Saved the company thousands each week by aggressively negotiating with suppliers.
- Achieved lower labor costs by completing scheduling according to anticipated sales with accuracy and efficiency.
- Supervised team of 23 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Documented and resolved waste which led to a higher ROI.
Certification
- State Food Safety Manager Certification - every 3 years
- Worked closely with the USDA, UDA, and local health departments to ensure safety of products and customer satisfaction
- Annual Corporate Training- Crumbl FVI5 LLC - Yearly
Timeline
General Manager of Operations
FVI5 LLC
03.2022 - 10.2025
Business Owner
Legit Gelato
01.2015 - 11.2018
Business Owner
The Commissary/ Utah Smart Lunches
01.2013 - 07.2022
High School Diploma -
Copper Hills High School
EMT - EMS
Emedco
Associate of Science - Business Administration And Management
Salt Lake Community College