Saundra Heath
Newark
Summary
Dynamic Senior Operations Manager with UNIQLO, skilled in operations management and employee coaching. Achieved a remarkable increase in customer satisfaction from 60% to 92% by implementing effective solutions. Proven track record in strategic planning and cross-functional coordination, driving productivity improvements and enhancing team performance.
Overview
9
9
years of professional experience
Work History
Senior Operations Manager
UNIQLO
07.2021 - Current
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Improved the department evaluation process boosting team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Liaise with retail stores to resolve customer concerns related to in-store experiences.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions, increasing CSAT from 60% to 92%.
- Day-to-day management of all key performance indicators including retail, e-commerce, marketing, product, and logistics categories.
General Store Manager
UNIQLO
09.2018 - 07.2021
- Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
- Delivered exceptional client experiences through hands-on leadership training of associates and management team.
- Formulated strategies for expected and unanticipated logistics issues in order to manage shrink inventory levels for corrective action planning to reduce costs.
- Worked closely with the In-Store Marketing Coordinator in order to determine the target market to be able to create marketing installations/displays to increase customer footfall and company profit.
Assistant Store Manager
UNIQLO
12.2015 - 08.2018
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Advised leadership on HR-related issues, including vacation and sick time, benefits, job services and employment discrepancies.
Education
Bachelor of Arts - Mass Communication
St. John's University
Jamaica, NY05-2015
Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Employee coaching
- Cross-functional coordination
- Hiring and onboarding
Internships
Liberty Fairs Trade Show- Intern
New York, NY
01/2017 - 12/2017
Bronze Magazine – Photography Intern
New York, NY
01/2013 - 12/2014
Simone Chante - Personal Assistant
New York, NY
05/2014 - 09/2014
D. Up Entertainment - Marketing Intern
New York, NY
10/2011 - 05/2012
Timeline
Senior Operations Manager
UNIQLO
07.2021 - Current
General Store Manager
UNIQLO
09.2018 - 07.2021
Assistant Store Manager
UNIQLO
12.2015 - 08.2018
Bachelor of Arts - Mass Communication
St. John's University
Similar Profiles
Hongyu HuHongyu Hu
Cashier at UNIQLOCashier at UNIQLO
Chi(Jenny) NguyenChi(Jenny) Nguyen
Sales Associate at UNIQLOSales Associate at UNIQLO
Moises TerreroMoises Terrero
Retail Sales Associate at UNIQLORetail Sales Associate at UNIQLO