Stacey Haswood
Operations Manager
Gallup,NM
Summary
- I have management experience: 11 years
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
11
11
years of professional experience
Work History
Operations Manager, Customer Experience
Love's Travel Stops & Country Stores Inc.
Gallup, NM
11.2023 - Current
- Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
- Analyzed customer feedback data to identify trends and develop strategies to address customer issues quickly and effectively.
- Developed processes to ensure timely resolution of customer inquiries or complaints.
- Participated in strategic planning sessions focused on improving overall business operations through enhancing the customer journey.
- Conducted regular performance reviews for customer service staff in order to identify areas for improvement.
- Coordinated cross-functional initiatives across multiple departments in order to achieve desired outcomes regarding customer satisfaction.
- Analyzed customer feedback data to identify areas of improvement in customer service operations.
- Monitored team performance against established benchmarks in order to maximize productivity levels.
- Ensured compliance with all applicable laws, regulations and industry standards related to customer service operations.
- Developed and implemented customer service policies and procedures to improve customer experience.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Established relationships with external vendors that are essential for providing superior levels of support during peak times.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mitigated business risks by working closely with staff members and assessing performance.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Oversaw daily operations, optimizing efficiency and productivity.
- Monitored inventory levels, managed procurement processes.
- Drove customer satisfaction by addressing concerns or feedback promptly.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Cultivated a positive work environment promoting teamwork.
Store Manager
Five Below
10.2022 - 07.2023
- Maintain daily operations of store, keep an eye on PNL, hire, train, coach, terminate employees, adhere to company policy and standards, assist and resolve customer concerns and complaints, make sure our store is current to what corporate is expecting, work freight, cashier, scheduling, maintain a safe work environment for not only customers but employees as well.
Banquet Server
Hilton Garden Inn
09.2021 - 11.2022
- Assist with preparing property for events
- Setting up rooms, breaking downs rooms, assisting with any kitchen prep and serving guests for their events.
Store Manager
Family Dollar
08.2021 - 10.2022
- Maintain daily operations of store, keep an eye on PNL, hire, train, coach, terminate employees, adhere to company policy and standards, assist and resolve customer concerns and complaints, make sure our store is current to what corporate is expecting, work freight, cashier, scheduling, maintain a safe work environment for not only customers but employees as well.
Food Beverage Mgr
Hilton Garden Inn
09.2020 - 04.2021
- Managed food beverage operations of property
- Including inventory and ordering of food and alcohol for property
- Hired, trained, coached and terminated employees.
Director of Sales
Hilton Garden Inn
04.2020 - 09.2020
- Managed and overseen sales operations for property.
Store Manager
Dollar General
11.2017 - 05.2020
- Maintain daily operations of store, keep an eye on PNL, hire, train, coach, terminate employees, adhere to company policy and standards, assist and resolve customer concerns and complaints, make sure our store is current to what corporate is expecting, work freight, cashier, scheduling, maintain a safe work environment for not only customers but employees as well.
Assistant Manager
Big Lots
03.2017 - 11.2017
- I was over the freight management team and the planograms
- Made sure the store was set to what corporate expected
- Open and closed the store assisted with setting sales, scheduling and payroll
- Did nightly bank deposits and change orders.
GM Restaurant Manager
Cocina de Dominguez
08.2016 - 03.2017
- Ran daily operations of restaurant
- Created spreadsheets to track food cost, ordered food, hired, trained, and coached personnel, did the schedules, and assisted with catering to various Navajo Nation offices.
Restaurant Manager
Applebee's
12.2015 - 08.2016
- Assist general manager run the daily operations of the store
- Make sure customers that come in are taken care of and if not resolved their issues and concerns to make the customer happy
- Assist in BOH with cooking and prepping food for shift
- Make sure we are up to standards for health inspector as well as Applebee's standards and inspections
- FOH, Market Manager as well as the People Manager for our location
- Assist with inventory weekly
- I watch labor percentages as well as food cost and liquor cost for store per shift.
Asset Protection Manager
Wal-mart
06.2013 - 11.2015
- Control unexplained loss of merchandise and assist in improving profitability, coordinate job related activities for asset protection, detect, deter, investigate and resolves violations of company policies and criminal activities manage facility level training and execution of asset protection and safety functions investigated internal theft as well as external assist with store events to make sure safety procedures were in place for customers as well as associates worked closely with law enforcement on apprehensions monitor safety and risk controls within the facility
Education
High School Diploma -
Page High School
01.1992
Skills
- Computer literate
- Receptionist
- Staff Development
- Customer Empathy
- Retention management
- Financial Oversight
- Cost Control
- KPI Tracking
- Customer Retention
- Administrative Management
- Inventory Management
- Sales Tracking
- Performance Improvement
- Quality Assurance
- Customer Service Management
- Department Oversight
- Employee Development
- Schedule Management
- Financial Management
- Reliability
- Interpersonal Skills
- Sound Judgment
- Delegation
- Management Team Building
- Training Management
- Adaptability and Flexibility
- Attention to Detail
- Product Promotion
- Delegating Work
- Analytical Skills
- Time Management
- Team Collaboration
- Records Organization and Management
- Teamwork and Collaboration
- P&L Management
- Employee Relations
- Payroll Administration and Timekeeping
- Sales oversight
- Cost Reduction
- Profit and loss accountability
- Problem-solving aptitude
- Assignment Delegation
- Recruitment
- Task Prioritization
- Analytical Thinking
- Supervision and training
- Performance Improvements
- Needs Assessment
- Purchasing and planning
- Performance Evaluations
- Problem-Solving
- Operations Management
- Continuous Improvement
- Self Motivation
- Excellent Communication
- Scheduling
- Budget Control
- Relationship Building
- Employee reviews
- Business Leadership
- Client Account Management
- Human Resources
- Interpersonal Communication
- Cost analysis and savings
- Written Communication
- Staff Management
- Inventory Tracking and Management
- Customer Service
- Active Listening
- Revenue Growth
- Process Improvements
Social Networks
https://angelachenaille, https://Yes, http://www.linkedin.com/in/jennifer-vasquez-5287a024b
Languages
- English
- Bilingual
Timeline
Operations Manager, Customer Experience
Love's Travel Stops & Country Stores Inc.
11.2023 - Current
Store Manager
Five Below
10.2022 - 07.2023
Banquet Server
Hilton Garden Inn
09.2021 - 11.2022
Store Manager
Family Dollar
08.2021 - 10.2022
Food Beverage Mgr
Hilton Garden Inn
09.2020 - 04.2021
Director of Sales
Hilton Garden Inn
04.2020 - 09.2020
Store Manager
Dollar General
11.2017 - 05.2020
Assistant Manager
Big Lots
03.2017 - 11.2017
GM Restaurant Manager
Cocina de Dominguez
08.2016 - 03.2017
Restaurant Manager
Applebee's
12.2015 - 08.2016
Asset Protection Manager
Wal-mart
06.2013 - 11.2015
High School Diploma -
Page High School
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