Shatia Pando
Summary
Results-driven Operations Director with a proven ability to develop and implement effective operations strategies. Demonstrated success in improving operational efficiency, reducing costs, and increasing profits through streamlined processes and enhanced customer satisfaction. Skilled in budget development and management, staff training and supervision, and cross-functional team management. Exceptional communication, problem-solving, and leadership skills.
Overview
7
7
years of professional experience
Work History
Director of Center Operations
Center For Autism & Related Disorder-YLA
05.2021 - 04.2024
- Supervised compliance initiatives during service development.
- Applied strict adherence to safety procedures with periodic area evaluations.
- Led team meetings focused on operational procedures and goals.
- Ensured accuracy of financial records through regular reviews and issue resolution.
- Devised and executed operational plans encompassing budgeting, staffing, scheduling, and customer service.
- Protected classified data through strict adherence to procedures.
- Oversaw training and supervision of staff members while adhering to organizational policies.
- Streamlined workflows to reduce expenses and maximize productivity.
Department Manager
Hennes & Mauritz
09.2019 - 02.2021
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous processes.
- Established clear performance expectations for staff members which led to increased accountability.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
- Championed customer-first approach, significantly enhancing customer experience and loyalty.
General Manager
Drybar
10.2018 - 03.2019
- Organized special events such as conferences, seminars; coordinated logistics including catering services
- Maintained records related to employee attendance, payroll processing, inventory control systems
- Monitored overall performance metrics; generated accurate reports in a timely manner
- Developed long-term plans for the growth of center operations; created annual operating budgets
- Provided individual coaching sessions to help employees develop their professional skillset
- Collaborated with departmental managers to customize curriculums specific to job roles within each team
- Audited course material regularly to ensure accuracy and relevance of content presented
- Assisted with onboarding activities including orientation sessions and introduction of company policies
- Developed and implemented training programs for district-wide personnel, with a focus on customer service skills
- Analyzed feedback from surveys to ensure that all training objectives were met successfully
- Maintained records of employee attendance at trainings and certifications obtained by staff members
- Designed reward systems for employees who demonstrate exceptional progress consistently.
- Researched best practices in corporate learning methods and implemented them into the organization's strategy
- Conducted assessments to evaluate the effectiveness of current training initiatives
- Generated reports summarizing key findings from employee development programs
- Utilized financial analysis to identify cost savings opportunities and optimize budget allocations
- Developed talented team, participating in hiring, coaching, and performance management processes
- Managed and directed day-to-day operations of a large location ensuring compliance with organizational policies and procedures
- Oversaw daily workflow within the organization while maintaining optimal staffing levels
- Supervised staff training initiatives to ensure proper onboarding of new employees and continual development of existing personnel
- Maintained open communication channels with all departments, providing guidance on operational issues as needed
- Developed effective relationships with vendors and suppliers to negotiate favorable contracts for materials and services
- Coordinated special projects from conception through completion in a timely manner
- Monitored inventory levels, taking proactive measures when necessary to avoid stock shortages or overages
- Conducted regular audits of processes and systems to ensure accuracy, consistency, and adherence to regulations
- Analyzed data related to customer service feedback surveys to identify areas requiring improvement
- Formulated strategic plans for long-term growth in alignment with corporate goals
- Presented operational metrics and data to company executives and directors for review
- Collaborated with senior leadership team on the development of annual operating budgets
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, MN05.2030
Skills
- Operational excellence
- Facility management
- Staff development
- Workforce planning
- Leadership training
- Operations oversight
- Process improvements
- Cost control
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Multitasking
- Excellent communication
- Organizational skills
- Adaptability and flexibility
Timeline
Director of Center Operations
Center For Autism & Related Disorder-YLA
05.2021 - 04.2024
Department Manager
Hennes & Mauritz
09.2019 - 02.2021
General Manager
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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