NKosi Francis
Operations Manager
Weymouth,MA
Summary
Seasoned Operations Manager and talented leader with 15+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
Work History
Operations Manager
GardaWorld Cash Services
04 2019 - Current
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- 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.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Retail Co-Worker
IKEA
11 2017 - 11 2024
- Contributed to efficient stock management process through regular inventory counts, timely ordering of supplies, receiving shipments accurately and organizing the backroom storage area.
- Provided excellent after-sales services such as returns processing and exchanges thus retaining customer loyalty and trust.
- Increased repeat business by establishing rapport with customers through genuine engagement and attentive service.
- Supported visual merchandising initiatives by rearranging product layouts as directed by management or marketing materials provided from headquarters.
- Enhanced store reputation through exceptional customer service and active listening skills to address concerns and resolve issues promptly.
- Assisted in streamlining store operations by managing inventory, restocking shelves, and maintaining a clean environment.
- Collaborated with team members to efficiently manage day-to-day tasks and achieve overall store goals.
- Improved customer satisfaction levels by providing prompt, friendly, and knowledgeable assistance.
- Used in-store system to locate inventory and place special orders for customers.
Floor Supervisor
Bank of America
12 2007 - 04 2014
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets..
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
- Held team meetings to gain feedback, provide updates and set policies.
- Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
- Evaluated work of 20 floor employees to improve performance.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Reduced staff turnover rates by fostering a positive work environment and promoting open communication.
- Optimized employee performance by conducting regular evaluations and providing constructive feedback.
- Delegated tasks to employees to enhance productivity and workflow.
- Scheduled shifts and shift changes to accommodate workload and customer needs.
- Monitored progress of tasks to provide feedback for improvement.
Sales Associate
Macys Department Store
12 2003 - 12 2004
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Monitored customers for signs of security concerns and escalated issues to management.
- Recommended complementary purchases to customers, increasing revenue.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Monitored sales trends to adjust sales strategies and meet changing customer demands.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Store Manager
Kennedys Club Ltd.
12 2005 - 12 2007
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Education
GED -
Miami Dade College
Miami, FLHigh School Diploma -
Clare Hall Secondary
St John’s Antigua WISkills
- Operations management
- Staff Management
- Work flow planning
- Data analysis
- Purchasing and procurement
- Strategic planning
Timeline
Operations Manager
GardaWorld Cash Services
04 2019 - Current
Retail Co-Worker
IKEA
11 2017 - 11 2024
Floor Supervisor
Bank of America
12 2007 - 04 2014
Sales Associate
Macys Department Store
12 2003 - 12 2004
Store Manager
Kennedys Club Ltd.
12 2005 - 12 2007
GED -
Miami Dade College
High School Diploma -
Clare Hall Secondary
Awards
2008 Bank of America Spirit Award Medallion.