Theresa Mitchell
Lebanon,TN
Summary
I am a seasoned Operations Manager and talented leader with 20+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. I am results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
Work History
General Manager of Operations
Pilot Flying J Travel Center
12.2022 - Current
- Reduced lead times through careful planning.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
- Assisted in recruiting, hiring and training of team members.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
Store Manager
Advance Financial 247
06.2018 - 12.2022
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interacted well with customers to build connections and nurture relationships.
- Assisted with hiring, training and mentoring new staff members.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
District Manager
Rent A Center
01.2007 - 06.2018
- Generated financial and operational reports to assist management with business strategy.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Managed budget development process for the district, allocating resources effectively to drive growth while remaining fiscally responsible.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Negotiated favorable lease agreements for new store locations, resulting in reduced overhead costs and increased profitability for the company.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Built relationships with customers and community to establish long-term business growth.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Implemented risk-management protocols for loss prevention, leading to a consistent decrease in shrinkage rates across the district.
- Modeled best practices for sales and customer service.
- Built positive and productive relationships with store and field leadership.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations.
- Championed a culture of continuous improvement by regularly soliciting feedback from employees and implementing changes based on their suggestions.
Education
Bachelor of Science - Social Work
Western Kentucky University
Bowling Green, KYAssociates - Human Resources Management & Organizational Leader
Rasmussen College - Topeka
Topeka, KS12.2024
Skills
- Payroll Administration and Timekeeping
- Business Development
- Scheduling
- Contract Administration
- Hiring and Onboarding
- Needs Assessment
- Operations Management
- Business Leadership
- Staff Management
- Recruitment
- Policy Development and Enforcement
- Performance Improvements
- Budget Development
- Employee Development
Timeline
General Manager of Operations
Pilot Flying J Travel Center
12.2022 - Current
Store Manager
Advance Financial 247
06.2018 - 12.2022
District Manager
Rent A Center
01.2007 - 06.2018
Bachelor of Science - Social Work
Western Kentucky University
Associates - Human Resources Management & Organizational Leader
Rasmussen College - Topeka