Summary
Overview
Work History
Education
Skills
Timeline
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Terra Guild

Holland,MI

Summary

Adept at operations management and fostering customer relationships, I spearheaded initiatives at Built Systems that enhanced interdepartmental collaboration and significantly improved client satisfaction. My strategic approach to logistics and problem-solving abilities led to notable cost savings and efficiency gains. Renowned for organizational skills, I excel in driving performance and achieving key metrics.

Overview

16
16
years of professional experience

Work History

Operations Manager

Built Systems
01.2022 - Current
  • Responsible for the day to day activities encompassing the following departments: customer service, inside sales, warranty / service calls, and shipping.
  • Resolved escalated customer complaints with solutions that maintained long term relationships.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Evaluated employee performance on an on going basis providing constructive feedback and implementing personalized development plans that strengthened the teams capabilities.
  • Analyzed and reported on key performance metrics to Senior Leadership.
  • Facilitated smooth collaboration between departments through clear communications channels.
  • Coordinated with other departments to align production with customer requirements.
  • Updated sales accounts and maintained long-term relationships with clients.
  • Managed accounts to retain existing relationships and grow share of business.
  • Negotiated freight / shipping fees with new carriers better suited for Built shipping needs.

Customer Service

Built Systems
02.2021 - 01.2022
  • Responsible for accurate order entry of customer PO into ERP system.
  • Responded to customer requests for products, services, and company information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved customer billing errors by researching issues in system, asking open ended questions, and determining root cause of problems.
  • Enhanced customer satisfaction by streamlining operations processes and implementing effective communications.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and backed up other customer service managers.
  • Identified and resolved discrepancies and errors in customer accounts.

Store Manager

Maurices, A Division Of Ascena Retail Group
07.2019 - 02.2021
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.

Store Manager

Barnes and Noble College Booksellers
07.2008 - 07.2019
  • Streamlined purchasing processes by implementing efficient procurement strategies, resulting in cost savings.
  • Managed purchase orders from initiation to closure, ensuring accuracy and adherence to established policies and procedures.
  • Resolved discrepancies between invoices and purchase orders in a timely manner, maintaining strong financial controls within the department.
  • Managed financial aspects of the store including budgeting, expense tracking, and payroll administration for optimal cost control.
  • Established a positive work environment by fostering open communication and promoting teamwork among employees.
  • Optimized store layout to enhance customer flow and maximize revenue from merchandise displays.
  • Resolved customer complaints effectively by addressing their concerns promptly while adhering to company policies.
  • Conducted regular performance evaluations for team members, providing constructive feedback and guidance for professional development.
  • Kept inventories accurate with daily cycle counts and regular audits to identify and resolve variances.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Implemented loss prevention measures, resulting in reduced shrinkage levels and increased store security.
  • Enhanced store profitability by implementing effective inventory management and pricing strategies.
  • Refined staffing schedules based on sales patterns, ensuring adequate coverage during peak hours without excess labor costs.
  • Streamlined operational processes to improve overall store efficiency and reduce overhead costs.

Education

Bachelor of Science - Marketing

Ferris State University
Big Rapids, MI
05-2006

Skills

  • Operations Management
  • Customer Service
  • Customer Relationship Management
  • Logistics Management
  • Invoice Processing
  • Purchasing and procurement
  • Expense Reports
  • Sales Orders
  • Sales Support
  • Order Management
  • Warranty Administration
  • Multitasking Abilities
  • Problem-solving abilities
  • Organizational Skills
  • Customer Relatioins
  • Problem Resolution

Timeline

Operations Manager

Built Systems
01.2022 - Current

Customer Service

Built Systems
02.2021 - 01.2022

Store Manager

Maurices, A Division Of Ascena Retail Group
07.2019 - 02.2021

Store Manager

Barnes and Noble College Booksellers
07.2008 - 07.2019

Bachelor of Science - Marketing

Ferris State University

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Terra Guild