Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Samantha Hess

Hacienda Heights,CA

Summary

Seasoned Operations Manager and talented leader with 11 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level management position. Ready to help team achieve company goals.

Overview

11
11
years of professional experience

Work History

Operations Manager

Michaels Arts And Crafts
01.2022 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • 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.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.

Customer Experience Manager

Michaels Arts And Crafts
09.2017 - 01.2022
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Performed duties and provided service in accordance with established operating procedures and company policies.

Framing Manager

Michaels Arts And Crafts
03.2016 - 12.2016
  • Increased customer satisfaction by addressing concerns promptly and providing exceptional service throughout the framing process.
  • Maintained inventory levels through accurate tracking and proactive ordering of supplies.
  • Collaborated with designers and clients to create custom frames that met specific aesthetic requirements.
  • Reduced material waste by optimizing cutting patterns and reusing scrap materials.
  • Utilized computer software like FrameReady or ProSelect to create accurate estimates/quotes for clients.
  • Oversaw multiple framing projects simultaneously without compromising attention to detail or quality standards.
  • Provided on-the-job training for new hires, promoting skill development and increased productivity.
  • Organized workspace efficiently to maximize productivity while maintaining a clean environment conducive to precision workmanship.
  • Established standard operating procedures for all aspects of the framing process, resulting in consistent outcomes across all projects.

Sales Associate

Michaels Arts And Crafts
11.2013 - 03.2016
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Education

English

East Los Angeles College
Monterey Park, CA

Glen A. Wilson High School
Hacienda Heights, CA
06.2009

Skills

  • Problem-Solving
  • Team Leadership
  • Operations Management
  • Customer Service
  • Operational Efficiency
  • Decision-Making
  • Employee relations and conflict resolution
  • Staff Training
  • Staff Management

Timeline

Operations Manager

Michaels Arts And Crafts
01.2022 - Current

Customer Experience Manager

Michaels Arts And Crafts
09.2017 - 01.2022

Framing Manager

Michaels Arts And Crafts
03.2016 - 12.2016

Sales Associate

Michaels Arts And Crafts
11.2013 - 03.2016

English

East Los Angeles College

Glen A. Wilson High School

Similar Profiles

CREATE PROFILE
Samantha Hess