Nichole Bourquin
Cleveland Heights,OH
Summary
Results-driven Director of Operations known for exceptional productivity and efficient task completion. Skilled in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations across all levels of management.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Licensed Realtor
Berkshire Hathaway Home Services
Stow, OH
09.2023 - Current
- Prepared contracts, leases and other legal documents as required by state laws.
- Simultaneously handled numerous projects, ensuring timely completion of each.
- Developed marketing materials to promote properties for sale.
- Conducted open houses and showings of properties to prospective buyers.
- Regularly attended continuing education classes in order to stay up-to-date on new laws and regulations affecting real estate sales.
- Managed property viewings by hosting open houses and arranging private showings.
Multi-Unit Manager
Massillon /Amor Nutrition
Massillon, OH
12.2021 - Current
- Owner and operator serving healthy nutrition shakes and teas.
- Built lasting relationships with clients to support them in reaching their weight goals.
- Overseen financial operations, cash handling procedures, provided training to employees in delivering exceptional customer service, and implemented effective inventory management systems.
- Reviewed monthly financial statements from each unit; tracked spending trends over time to identify potential cost savings opportunities.
- Assisted in developing marketing campaigns tailored specifically for different regions or demographics.
- Developed and implemented strategies to improve financial performance, customer service, and operational efficiencies across multiple locations.
Store Manager
Pandora Jewelry
Mentor, OH
09.2022 - 12.2022
- Managed a team of 15 direct reports as store manager
- Oversaw daily operations, including hiring and training of new employees, cash management, scheduling, meeting labor goals and sales goals.
- Prepared monthly reports on sales figures, expenses, profits.
- Maintained accurate records of employee performance reviews.
- Recruited, trained and supervised new employees.
- Created weekly work schedules for store personnel.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prepared staff work schedules and assigned team members to specific duties.
Human Resources Coordinator
THE EXCHANGE
Youngstown, OH
01.2017 - 09.2022
- - Streamlined operations by providing guidance and leadership to a diverse workforce of 30 employees. Responsibilities included training programs, managing payroll operations, developing schedules tailored to business needs, and conducting regular performance evaluations.
- Developed hiring and training outlines for new employees
- Cash Control: Weekly deposits, reports, and reconciliation of all transactions.
- Participated in weekly budget and staffing meetings.
- Organized employee recognition programs to boost morale among staff members.
- Maintained employee files in compliance with applicable legal requirements.
- Developed onboarding materials and presented orientation sessions for new hires.
- Advised managers on disciplinary actions when needed.
- Researched best practices for human resource functions and recommended changes accordingly.
- Managed leave of absence requests and tracked vacation time accruals.
- Conducted background checks for potential candidates.
- Facilitated dispute resolution between employees or between employees and management.
- Responded to internal inquiries regarding HR policies, procedures, payroll.
- Handled confidential information with discretion and sensitivity.
- Answered employee questions during entrance and exit interview processes.
- Organized training and development sessions to enhance employee skills and performance.
- Managed compensation, insurance and vacation days within employee benefits programs.
Director of Operations
Hot Head Burritos
Green, OH
01.2015 - 01.2022
- Store opening coordinator for three locations (Green/Massillon/Mayfield
- Managed daily store operations and ensured excellent customer service.
- Implemented strategies to enhance efficiency and performance in various operational aspects
- Researching and implementing new directives for business growth and prosperity.
- Managing profit and loss statements monthly, quarterly, semi-annually, and yearly
- Implemented budgeting processes to manage and allocate funds for monthly, quarterly, semi-annual, and annual expenses
- Overseeing 65 employee productivity, payroll, and schedules
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Developed training programs for new employees as well as existing staff members.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Developing and implementing guidelines for employee evaluations, recruitment, and promotion
- Establish social media accounts, create/ post content, manage contests, and fan engagement
- Menu Pricing, Fundraiser Coordinator.
- Negotiated contracts with suppliers ensuring best value pricing options were secured.
- Directed the operations and logistics of a multi-million dollar business.
Sales Associate
VICTORIA'S SECRET
Canton, OH
11.2018 - 03.2020
- Delivered exceptional customer service by answering queries about products, various clothing options, and proper fitting
- Demonstrates a friendly and efficient cash wrap experience, processing customer transactions accurately and efficiently at the Point of Sale Encourages purchase of additional items Recovers cash wrap selling zone and 'go-backs' Builds customer loyalty by opening Victoria's Secret Angel Cards (US only) and through customer email and phone capture Understands and adheres to brand standards Assists with maintenance of back room and under stock, including merchandise and non-merchandise, to brand standards to enable efficient replenishment Driving top line store sales results and growing the business through action and productivity Maintains focus on bras as the premier product differentiator, to build loyalty and support our 'Best at Bras' culture Setting personal goals and tracking individual and team performance to the goals Prepares for each shift by maintaining awareness of all sales, promotions, and applicable ringing procedures Take initiative to recover and replenish merchandise, so it is available to sell Understand and adhere to visual merchandising brand standards Assisting in housekeeping of sales floor and communicating maintenance issues Keeping an awareness of, and building personal capability in, loss prevention Reinforcing store strategy to reduce shrink Supporting all activities related to providing a safe working environment Understanding and demonstrating Company values
- Organized stockroom shelves according to size, color or style.
- Maintained up-to-date knowledge of store merchandise and policies.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Assisted customers with product selection, sizing and styling.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Assisted in visual merchandising, creating appealing displays that capture customer interest.
Supervisor
SUBWAY
07.1995 - 01.2015
- Store Inspector, Multi-unit manager, District Manager. Jul 1995 to Jan 2015. Store opening coordinator for 5 Walmart locations, 2 Stand-alone, and 2 Drive-thru locations.
- Successfully supervised operations across 19 store locations, including a team of 4 district managers and individual store managers
- Conducted training sessions for management personnel in 65 different establishments, while also designing a comprehensive food safety examination for the entire workforce.
- Managed store operations and customer service on a daily basis
- Successfully addressed and resolved customer complaints, resulting in improved customer satisfaction.
- Utilized inventory data analysis to optimize food cost management
- Identified and targeted areas for potential operational improvements through weekly inspections
- Managed profit and loss statements on a monthly, quarterly, semi-annual, and yearly basis
- Supervised workforce, ensuring efficiency in productivity, payroll administration, and scheduling for 190 employees
- Managed daily cash deposits as Cash Controller
- Created comprehensive strategies for assessing employee performance, sourcing talent, and advancing individuals within the organization.
- Completed and posted the staff work schedules.
- Recruited, rewarded, and terminated staff as needed.
- Communicated changes in food preparation formulas and standards
- Enhanced staffing levels
- Ensured that all local and national health and food safety codes are maintained, and company safety and security policies are followed.
- Maintained business records as outlined in the SUBWAY Operations Manual.
- Analyzes business records to increase sales.
- Supported local and national marketing initiatives.
- Identified and contacted prospective customers to promote sales.
- Planned special events and promotions.
- Tracked progress on projects and provided timely feedback to staff members.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
Education
Associate of Arts - Human Resources Management
Cuyahoga Community College
Cleveland, OH12-2024
Diploma -
Central Catholic High School
01.1997
University of Subway -
Skills
- Sales and marketing strategy
- Database Administration
- Client rapport and retention
- Listing development and advertising
- Recruiting clients
- Business Management
- Operational Efficiency
- Excellent Communication
- Ohio licensed real estate agent
- Honest and ethical
- Leadership training
- Policy Enforcement
- Employee Handbook Development
- Recruitment
- Talent Acquisition
- Training and mentoring
- Onboarding and Orientation
Certification
- ServSafe, 09/2019, Serv safe certificate
- Real Estate License, 07/2023, Present
- Driver's License
Timeline
Licensed Realtor
Berkshire Hathaway Home Services
09.2023 - Current
Store Manager
Pandora Jewelry
09.2022 - 12.2022
Multi-Unit Manager
Massillon /Amor Nutrition
12.2021 - Current
Sales Associate
VICTORIA'S SECRET
11.2018 - 03.2020
Human Resources Coordinator
THE EXCHANGE
01.2017 - 09.2022
Director of Operations
Hot Head Burritos
01.2015 - 01.2022
Supervisor
SUBWAY
07.1995 - 01.2015
Associate of Arts - Human Resources Management
Cuyahoga Community College
Diploma -
Central Catholic High School