Samantha Ray
2448 Brown Road, St Louis,MO
Summary
Dynamic manager with a proven track record at Pearl Forecourts Ltd, enhancing customer satisfaction through effective conflict resolution and staff training. Skilled in operations management and team leadership, I successfully implemented strategic plans that improved performance metrics and fostered a culture of continuous learning, achieving departmental goals and optimizing inventory management.
Overview
21
21
years of professional experience
Work History
Manager
Pearl Forecourts Ltd
Fleetwood Uk
10.2001 - 11.2022
- Led team in achieving operational excellence through streamlined workflow processes.
- Implemented training programs to enhance staff performance and productivity.
- Oversaw inventory management, ensuring timely restocking and minimizing waste.
- Developed safety protocols that improved compliance and reduced workplace incidents.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Education
NVQ Level 3 - Management
National Vocational Qualification
Work BasedNVQ Level 2 - Team Leading
National Vocational Qualification
Work BasedGCSE X 7 (individual Subjects) - Maths, English, Chemistry, Typing, Computers, His.
Fleetwood High School
Fleetwood, Lancashire, United Kingdom1990
BTec - Travel And Tourism
Fleetwood High School
Fleetwood, Lancashire, United Kingdom1990
Skills
Customer service
Team leadership
Time management
Decision-making
Verbal and written communication
Complex Problem-solving
Staff training and development
Staff management
Task delegation
Goal setting
Documentation and reporting
Operations management
Performance management
Staff development
Shift scheduling
Sales techniques
Policy implementation
Conflict resolution
Schedule preparation
Performance evaluations
Business administration
Budget control
Key performance indicators
Expectation setting
Expense tracking
Brand management
Clear communication
Safety procedures
Coaching and mentoring
Work prioritization
Policy and procedure development
Inventory management
Recruiting and interviewing
Data analysis
Risk management
Regulatory compliance
Competitor research
Disciplinary techniques
Teamwork and collaboration
Computer skills
Effective communication
Problem resolution
Positive attitude
Adaptability and flexibility
Attention to detail
Multitasking
Problem-solving
Excellent communication
Organizational skills
Team development
Hiring and training
Training and development
Staff training
Employee coaching and mentoring
Professional and courteous
MS office
Good judgment
Active listening
Interpersonal relations
Schedule management
Employee development
Timeline
Manager
Pearl Forecourts Ltd
10.2001 - 11.2022
NVQ Level 3 - Management
National Vocational Qualification
NVQ Level 2 - Team Leading
National Vocational Qualification
GCSE X 7 (individual Subjects) - Maths, English, Chemistry, Typing, Computers, His.
Fleetwood High School
BTec - Travel And Tourism
Fleetwood High School