Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Timeline
Generic

Tia Pleasants

Richmond,VA

Summary

Versatile Operations Lead and Agile Coach successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results with a strong ability to serve others by leading people into developing the necessary qualities that are needed to build and sustain strong Agile teams by using unique coaching, people management and education experience.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Operations Lead

Mission Lane LLC
02.2019 - Current
  • Effectively coaches and mentors agents to reach KPI goals which include efficiency and quality metrics, providing agents with tools to realign performance, problem solve, and self-start to reach those goals.
  • Mentor teams, leading them to be self-directed with strong accountability, decision making, conflict resolution and transparency.
  • Interviews and hires for Account Coordinator roles and promotes qualified current top performing agents to Account Management positions.
  • Fosters psychological safety and engagement among direct reports by hosting weekly individual 1:1’s, creating content and facilitating weekly team huddles.
  • Strive for excellence by driving continuous improvement initiatives while utilizing agile practices which result in improved project execution.
  • Maintained database systems to track and analyze operational data.
  • Use techniques that increase collaboration, predictability, transparency and promote a culture of experimentation and innovation.
  • Develop process improvements to enhance efficiency and effectiveness of inter-departmental call center operations adapting into a growing business.
  • Performs data analysis of individual agent KPIs and KBIs to effectively coach and mentor to performance expectations and remove impediments that interfere with performance.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Develop strong working relationships with team members and cross departmental and balance the needs of improving the business while still meeting and exceeding performance goals.

Cosmetology Instructor

Virginia College LLC
04.2013 - 11.2018
  • Taught courses in Chemistry, Salon Fundamentals, Microbiology, Art and Design Fundamentals, and instructed Professional Development coursework to assist students in obtaining employment.
  • Followed and assisted with content creation for Cosmetology curriculum accurately with detailed lesson plans.
  • Planned both theory and practical lessons for a rotating cohort of 25 students.
  • Conducted practice exams for a rotating cohort of 25 students on both theoretical and practical sections.
  • Recruited clients for students to get practical experience.
  • Supervised and monitored students' use of tools and equipment.
  • Engaged students in academic and practical conversations that elicited critical thinking, creativity, collaboration and communication.
  • Kept updated with developments in subject area curriculum, technical and career trends and teaching resources and methods.
  • Observed and evaluated students' work to determine progress, provide feedback, and make suggestions for improvement.
  • Planned and documented programs of study meeting individual needs and abilities of students.
  • Presented lectures and conducted discussions to increase students' knowledge and competence using visual aids such as graphs, charts and slides.
  • Collaborated with colleagues and improved teaching practices through professional learning communities and student retention meetings.
  • Provided instructional handouts, texts, audiovisual aids and other materials to facilitate learning.
  • Connected instruction to real-world experiences and to students' post-secondary goals.
  • Identified program successes and failures based on student assessments and course reviews.
  • Maintained laboratory with equipment, tools and supplies to meet course needs.
  • Deployed technology and current research in instruction and monitored students' progress in use of online learning materials and technology.
  • Project Managed by way of planning and execution of school sponsored fashion and hair shows to promote student skills and abilities and promote networking for career opportunities.

Hairstylist

Great Clips
02.2004 - 04.2015
  • Processed payments, entering sales in register for prompt customer service.
  • Scheduled customer appointments and rearranged individual time slots to meet demand.
  • Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
  • Educated customers on products to maximize benefits.
  • Completed safety training and certifications to minimize risk of infection or injury to customers.
  • Trimmed, cut, and shaped hair and hairpieces based on customer preference.
  • Counted and documented opening and closing cash amounts daily.
  • Recorded notes for future reference about customer preferences and services delivered.
  • Resolved guest complaints about service or style.
  • Determined appropriate hair treatments based on conditions and textures.
  • Suggested treatments and styles to suit customer appearance and fashion choices.
  • Organized sales area and work station to showcase products and boost sales.
  • Distributed business cards outside of salon to generate new business.
  • Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
  • Maintained regular client list and successfully handled walk-in customers.
  • Attended hair shows, classes and seminars to stay up-to-date on latest trends.
  • Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
  • Increased revenue through effective customer service and inventory management.

Education

Credits Earned - Human Services

University of Phoenix
Tempe, AZ

Cosmetology -

Hermitage High School
Richmond, VA
07.2004

Skills

  • People Management Proficiency
  • Continuous Quality Improvement (CQI)
  • Process Development and Streamlining
  • Records Organization and Management
  • Hiring and Onboarding
  • Manage Operations
  • Inventory Tracking and Management
  • Policy Development and Enforcement
  • Performance Monitoring, Evaluation and Improvement
  • Professional Relationships
  • Employee Engagement
  • Understanding of Customers' Needs
  • Team Leadership
  • Project Management
  • Agile Methodology
  • Adult Education and Training
  • Public Speaking and Facilitation
  • Data Analysis
  • Jira, Miro, Microsoft Office Suite, Zendesk, Tableau, AWS, Chartio, Confluence, G Suite
  • Organizational Communication
  • Stakeholder Communication
  • Coaching and Development
  • Customer Needs Acknowledgement

Certification

  • Certified Scrum Master - Scrum Alliance
  • Licensed Cosmetology Instructor - DPOR

Hobbies

  • Reading: Mystery, Crime Novels, Psychological Thrillers
  • Cooking and creating new dishes
  • Parenting and family
  • Art
  • Writing

Timeline

Operations Lead

Mission Lane LLC
02.2019 - Current

Cosmetology Instructor

Virginia College LLC
04.2013 - 11.2018

Hairstylist

Great Clips
02.2004 - 04.2015

Credits Earned - Human Services

University of Phoenix

Cosmetology -

Hermitage High School

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Tia Pleasants