Shatia Pando
Summary
Operations Director with expertise in developing and executing strategies that enhance operational efficiency and profitability. Proven track record of reducing costs and improving customer satisfaction through process optimization. Proficient in budget management, staff training, and leading cross-functional teams. Strong communication and leadership abilities drive team performance and business growth.
Overview
7
7
years of professional experience
Work History
Director of Center Operations
Center For Autism & Related Disorders
05.2021 - 04.2024
- Supervised compliance initiatives during service development to ensure regulatory adherence.
- Executed operational plans, including budgeting, staffing, scheduling, and customer service.
- Streamlined workflows to reduce expenses while maximizing productivity.
- Conducted periodic area evaluations to uphold safety standards effectively.
- Protected classified data by enforcing strict security procedures.
- Led team meetings focused on refining operational procedures and achieving alignment on goals.
- Managed customer appointments using scheduling software systems to enhance efficiency.
- Reviewed site and department performance to improve service quality and regulatory compliance.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Acted as client advocate, coordinating required services and resolving emergency problems in crises.
- Reviewed documentation submitted by other healthcare professionals involved in the care of a patient.
- Conducted initial screenings and intakes to determine the most appropriate level of care for each patient.
Flagship Store Manager
Hennes & Mauritz
09.2019 - 02.2021
- Collaborated across departments to achieve company-wide objectives with seamless coordination.
- Championed a customer-first approach, significantly improving customer experience and loyalty..
- Streamlined processes to enhance department efficiency through time-saving strategies.
- Established clear performance expectations for staff, increasing accountability.
- Evaluated employee performance fairly, rewarding excellence and addressing improvement areas.
- Optimized scheduling practices to ensure sufficient staffing during peak hours, while maintaining a budget.
- Led a team of professionals to consistently meet or exceed performance targets.
- Managed projects from inception to completion, ensuring timely delivery within budget constraints.
General Manager of Operations
Drybar
10.2018 - 03.2019
- Organized special events such as conferences and seminars, managing all logistical aspects.
- Oversaw record maintenance for employee attendance, payroll processing, and inventory systems.
- Generated accurate performance reports while monitoring overall metrics.
- Formulated strategic growth plans for operations and created annual budgets.
- Provided coaching sessions focused on developing employee skills and competencies.
- Partnered with departmental managers to tailor curricula to job-specific needs.
- Audited training materials regularly to uphold quality standards in content delivery.
- Implemented training programs aimed at enhancing district-wide customer service skills.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Directed day-to-day operations by spearheading theimplementation of short-term and long-term strategies to achieve business plan and profitability goals.
Salon Shop Manager
Drybar
07.2017 - 09.2018
- Guided training of team members to ensure adherence to established standards.
- Completed bank deposits as part of daily operations.
- Facilitated productivity assessment through systematic preparation of sales reports.
- Developed enduring client partnerships.
- Handled essential store duties like opening and closing procedures along with financial transactions.
- Utilized strong analytical skills to quickly identify and mitigate customer concerns.
- Established clear goals and objectives for all team members ensuring they were met in a timely manner
- Monitored store performance metrics, including sales, stock levels and customer feedback
- Supervised team members to ensure compliance with safety protocols and quality standards
- Identified areas for improvement in operational processes and established new procedures to increase efficiency
- Fostered reliable connections with suppliers through punctual delivery schedules.
- Facilitated regular staff meetings to evaluate project progress.
- Monitored progress through consistent performance reviews.
- Maintained accurate records of inventory, sales and budgeting
Education
Bachelor of Science (B.S.) - Applied Psychology
Capella University
Minneapolis, MN, US05-2028
Skills
- Team building and staff supervision
- Crisis intervention and problem-solving
- Marketing strategy development
- Policy formulation
- Proficient in Microsoft Excel and dashboard software
- Customer relationship management
- Operational efficiency and KPI tracking
- Business intelligence analysis
- Staff scheduling and task delegation
- Goal setting and organizational skills
- Presentation delivery
- Contract auditing
Timeline
Director of Center Operations
Center For Autism & Related Disorders
05.2021 - 04.2024
Flagship Store Manager
Hennes & Mauritz
09.2019 - 02.2021
General Manager of Operations
Drybar
10.2018 - 03.2019
Salon Shop Manager
Drybar
07.2017 - 09.2018
Bachelor of Science (B.S.) - Applied Psychology
Capella University
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