Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stella Santiago

Summary

Accomplished V.P. Operations at Tahoe Jewelry Inc., adept in strategic planning and execution, fostering organizational development, and enhancing operations oversight. Excelled in cultivating a high-performance environment and streamlining financial controls, demonstrating exceptional leadership and problem-solving abilities. Achieved significant improvements in efficiency and customer service management, underpinning a track record of fostering teamwork and collaboration.

Overview

19
19
years of professional experience

Work History

V.P. Operations

Tahoe Jewelry Inc.
03.2011 - 09.2024

  • Maintain accuracy Hazard waste MSMD reports
  • Developed contingency plans for crisis situations or unexpected challenges in order to maintain business continuity during times of disruption.
  • Cultivated a high-performance work environment by setting clear expectations and providing regular feedback on employee performance.
  • Fostered strong communication channels between departments to facilitate information sharing and promote collaborative problemsolving.
  • Collaborated with sales teams to develop strategies for increasing revenue opportunities through improved operational capabilities.
  • Oversaw budget planning and financial management with Owner ensuring fiscal responsibility and accountability throughout the organization.
  • A/P and A/R
  • EOY
  • EOM
  • Approval on Customers Terms
  • Led change management efforts to successfully implement new policies, procedures, and technologies throughout the organization.
  • Ensured regulatory compliance with industry standards, minimizing potential risks associated with non-compliance penalties or sanctions.
  • Implemented best practices in inventory management, reducing waste and improving efficiency.
  • Increased overall organizational efficiency by streamlining workflows and eliminating redundancies in day-to-day operations.
  • Facilitated employee training programs, enhancing staff skills and performance levels for optimal results.
  • Mentored junior team members in their career development, providing guidance and support to cultivate future leaders within the organization.
  • Managed cross-functional teams for effective project delivery, fostering a culture of collaboration and teamwork.
  • Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.
  • Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
  • Supported project management team for optimal performance.
  • Set clear goals to monitor targets and offered real-time input on performance and motivation.
  • Identified issues with production, workforce, and material sourcing and implemented successful solutions.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Attending Trade shows when short staffed.
  • Assigning UPC codes and Item numbers for all new product.



Front Desk Agent/ Manager on Shift

Hampton Inn By Hilton
06.2005 - 03.2013
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Promoted hotel amenities and services to guests, enhancing their stay.
  • Contributed to higher occupancy rates through outstanding customer service.
  • Increased repeat business by developing personal connections with guests and addressing their needs.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Resolved guest complaints with effective problem-solving, improving overall guest experience.
  • Developed quick reference guide for local attractions and dining, enriching guest experience.
  • Assisted in training new front desk agents, sharing best practices and procedures.
  • Maintained high levels of guest privacy by securely managing personal information.
  • Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
  • Streamlined communication with events team on guest logistics for large groups.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Boosted employee morale and reduced turnover through development.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Education

No Degree - Dental Assistant

Dental
Cranston RI
07-2010

High School Diploma -

East Providence Senior High School
East Providence, RI
06-1993

Skills

  • Strategic planning and execution
  • Safety Management
  • Organizational Development
  • Operations Oversight
  • Financial controls implementation
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Reliability
  • Team Leadership
  • Adaptability and Flexibility
  • Decision-Making
  • Customer Service Management
  • Staff training/development
  • Team building
  • Self Motivation
  • Interpersonal Skills
  • Professionalism
  • Hiring and Onboarding
  • Business Leadership
  • Inventory Control
  • Iintegrity

Timeline

V.P. Operations

Tahoe Jewelry Inc.
03.2011 - 09.2024

Front Desk Agent/ Manager on Shift

Hampton Inn By Hilton
06.2005 - 03.2013

No Degree - Dental Assistant

Dental

High School Diploma -

East Providence Senior High School

Similar Profiles

CREATE PROFILE
Stella Santiago