Open To Work
Tessa R. Knapp
Flemington,NJ
Summary
Customer-focused operations leader with 8+ years of experience managing high-volume, client-facing environments and developing high-performing teams. Proven ability to coach and mentor employees, drive performance metrics, and deliver consistent, high-quality customer experiences at scale. Skilled in optimizing workflows, managing team scheduling and capacity, and using performance data to improve efficiency, retention, and service outcomes. Experienced in collaborating cross-functionally and leading teams in fast-paced environments supporting $2M+ in annual revenue and 50–60 weekly customer engagements.
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager
Family Entertainment Center, Branchburg Sports Complex
Branchburg, NJ
01.2022 - Current
- Support a high-volume business generating $2M+ in annual revenue, ensuring operational accuracy across bookings, pricing, and service delivery
- Oversee scheduling and execution of 50–60+ events per weekend, maintaining data accuracy across booking systems, resource allocation, and customer records
- Analyze booking trends, customer demand, and revenue data to inform pricing decisions, package structuring, and capacity planning
- Partner cross-functionally with sales, finance, and customer service teams to ensure alignment on offerings, availability, and customer expectations
- Maintain and audit internal systems, ensuring accuracy in scheduling, pricing, and customer data, and resolving discrepancies proactively
- Develop and implement SOPs and tracking systems to improve data integrity, consistency, and operational efficiency
- Identify and resolve system or process gaps, improving workflow efficiency and reducing errors in high-volume environments
- Serve as escalation point for customer and operational issues, ensuring timely resolution while maintaining strong client relationships
- Train and onboard team members on systems, processes, and best practices to ensure consistency and accuracy across teams
- Manage multiple priorities simultaneously, maintaining attention to detail in a fast-paced, deadline-driven environment
Operations Coordinator/Assistant Manager
Family Entertainment Center, Branchburg Sports Complex
Branchburg, NJ
04.2018 - 01.2022
- Supported execution of customer programs and service offerings, ensuring alignment with client expectations and business goals
- Coordinated cross-functional communication to deliver seamless customer experiences across scheduling, logistics, and service delivery
- Maintained and improved internal documentation, SOPs, and tracking systems to support consistency and scalability
- Monitored performance data and customer feedback to identify trends and recommend process and experience improvements
- Assisted in onboarding new clients and programs, contributing to strong adoption and long-term engagement
Education
Master of Science in Education - Childhood Education (Grades 1-6)
State University of New York College at Cortland
Bachelor of Arts - Inclusive Childhood & Middle Childhood Education; Psychology
Nazareth College of Rochester
Skills
- Data Analysis & Reporting
- Sales Support & Sales Operations
- Data Integrity & System Management
- Cross-Functional Collaboration
- Process Improvement & SOP Development
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Problem-solving
- Team leadership
- Operations management
- Customer service
Certification
- New Jersey State CEAS Certification – Certificate ID# 1137135
- Elementary School Teacher; Grades K-6
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteSalary Range
$75000/yr - $200000/yrTimeline
Operations Manager
Family Entertainment Center, Branchburg Sports Complex
01.2022 - Current
Operations Coordinator/Assistant Manager
Family Entertainment Center, Branchburg Sports Complex
04.2018 - 01.2022
Bachelor of Arts - Inclusive Childhood & Middle Childhood Education; Psychology
Nazareth College of Rochester
Master of Science in Education - Childhood Education (Grades 1-6)
State University of New York College at Cortland
OTHER EXPERIENCE
- Head Field Hockey Coach, Division III, Keuka College, Penn Yan, NY July 2016 – June 2018
- Led and developed a high-performing team while managing logistics, scheduling, and stakeholder coordination
- Maintained accountability standards and structured performance expectations
- Managed operational planning, documentation, and compliance requirements