Nichole Smith
Walpole,MA
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Dynamic and reliable with exceptional customer service and communication skills.
Overview
10
10
years of professional experience
Work History
Operations Manager
WayForth
Boston, MA
09.2021 - 10.2023
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Managed scheduling, training and inventory control.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Integrated technology to increase efficiency and real-time accountability of operational tasks.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Analyzed, compiled and presented statistical, financial and production processing reports to senior leadership.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
Manager
Walpole Country Club
Walpole, MA
01.2019 - 02.2020
- Created detailed timelines for the execution of each event.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored event budgets to ensure accuracy and efficiency in spending.
- Developed and executed event plans, including budgets, venues, catering, décor, entertainment and special guests.
- Coordinated with vendors to ensure timely delivery of materials for events.
- Ensured compliance with applicable laws and regulations related to event planning and operations.
- Evaluated event performance metrics against established goals and objectives.
- Acted as a liaison between clients and vendors throughout the duration of an event.
- Maintained adherence to client-event requirements through delegation, prioritizing and management of production phases from concept to execution.
- Oversaw work of up to 50 staff seamlessly executing professional events.
- Provided support to attendees before, during, and after the event as needed.
Food & Beverage Manager
The Cape Club of Sharon
Sharon, MA
04.2016 - 12.2018
- Organized catering services for private functions hosted at the establishment.
- Developed and implemented budgets, met or exceeded sales targets, hired, trained and supervised up to 100 team members and fulfilled dining needs and desires of patrons.
- Delegated work to staff, setting priorities and goals.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Analyzed sales data and trends to determine necessary changes or adjustments.
- Maintained a high level of professionalism in all interactions with customers.
Customer Service Representative
Mercer
Norwood, MA
02.2014 - 09.2017
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
Education
MBA - Business Management
Lasell College
Newton, MA08.2014
Bachelor of Science - Accounting And Business Law
Suffolk University
Boston, MA05.2010
Skills
- Performance Reporting
- Strategic Planning
- Process Improvement
- CSS
- Staff Management
- Procedure Development
- Team Building/Leadership
- Business Strategy Development
- Project Leadership
- Multi-Site Operations
- Project Management
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The future is made of the same stuff as the present.
Simone Weil
Timeline
Operations Manager
WayForth
09.2021 - 10.2023
Manager
Walpole Country Club
01.2019 - 02.2020
Food & Beverage Manager
The Cape Club of Sharon
04.2016 - 12.2018
Customer Service Representative
Mercer
02.2014 - 09.2017
MBA - Business Management
Lasell College
Bachelor of Science - Accounting And Business Law
Suffolk University
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