Vanessa Pace
Staten Island,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
27
27
years of professional experience
Work History
Vice President of Operations
Amazing Lash Studio
Merrick, NY
03.2021 - 05.2023
- 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.
- Identified opportunities to improve business process flows and productivity.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Established performance goals for department and outlined processes for achievement.
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
- Drove team engagement to achieve aggressive company targets.
- Built human resource organization and aligned people and culture with corporate strategic priorities and operations.
- Spearheaded innovative recruitment practices and mobilized management in targeted hiring that matched company needs.
- Navigated federal, state and local employment laws and regulations and adjusted company practices and policies to confirm complete compliance.
- Directed hiring and onboarding programs for new employees.
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Coordinated and engaged with leadership in planning and organizing calendars, events and activities.
- Educated employees on company policy and kept employee handbook current.
- Provided updates on HR policy changes to employees to satisfy compliance and state laws.
- Recommended appropriate resolutions to employee relations concerns and handled disciplinary issues and investigations of misconduct.
- Wrote employee manual to cover company policies, disciplinary procedures, code of conduct and benefits information.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Coached and developed associates to improve soft skills and recovery techniques.
- Motivated and rewarded employees to improve engagement.
- Planned and implemented promotional activities to increase customer satisfaction.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Remained available 24 hours daily to respond to guest needs, complaints or inquiries.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Implemented successful strategies to increase customer satisfaction.
- Created content and promotional materials to drive engagement and conversions.
- Planned and executed events and marketing programs to increase qualified leads.
- Developed and implemented successful marketing strategies to increase brand visibility and sales performance.
- Initiated sessions with sales team leaders to brainstorm new ideas and promotional strategies.
- Coordinated with creative team to generate dynamic marketing content and communication tools for promotional campaigns.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Solved complex problems to increase sales effectiveness and streamline business direction.
- Researched markets and key audiences to increase profits through effective marketing and branding campaigns.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Recruited and hired top-level talent to add value and expertise to sales department.
Director of Operations
Beach Bum Tanning
New York, New Jersey, Virginia & WVA
04.2001 - 01.2021
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Monitored budgets and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Mentored and coached team members to foster productive and engaging work environment.
- Established and monitored quality assurance standards to achieve operational excellence.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Supported business growth through strategic planning and process development.
- Exceeded guest service standards and expectations consistently by effectively communicating and actively listening.
- Implemented business development strategies, logo designs and website designs.
- Increased profitability by optimizing sales and fulfilling lower overhead costs.
Marketing Director
Beach Bum Tanning
New York, New Jersey, Virginia, WVA
04.2001 - 01.2021
- Built strong relationships with industry professionals and influencers.
- Devised marketing plans using digital strategies, print advertising, and word of mouth tactics.
- Created content and promotional materials to drive engagement and conversions.
- Deployed well-coordinated campaigns, events and public relations strategies to promote brand.
- Developed and implemented successful marketing strategies to increase brand visibility and sales performance.
- Conducted market analysis and research to identify trends and opportunities.
- Developed and presented marketing plans and reports to CEO and shareholders.
- Initiated sessions with sales team leaders to brainstorm new ideas and promotional strategies.
- Created and managed marketing budget, ensuring maximized ROI.
- Coordinated with creative team to generate dynamic marketing content and communication tools for promotional campaigns.
- Continually maintained and improved company's reputation and positive image in markets served.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Coordinated with design and media teams to develop high-quality creative assets.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Improved website visibility through development and implementation of SEO strategies.
- Created and managed social media campaigns to increase brand engagement.
Human Resources Director
Beach Bum Tanning
New York, New Jersey, Virginia & WVA
04.2001 - 01.2021
- Handled on-boarding process for newly hired employees and distributed all paperwork.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Structured compensation and benefits according to market conditions and budget demands.
- Oversaw workers' compensation program for employees injured on job.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Answered employee inquiries regarding health benefits.
- Conducted exit interviews to better understand reasons why employees were separating from company.
- Provided immediate updates to entire employee pool when policies and procedures were altered.
- Processed employee claims involving performance issues and harassment.
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Met with employees annually for progress reviews and performance assessments.
- Designed robust compensation and benefits packages to attract top employees.
- Directed hiring and onboarding programs for new employees.
- Developed succession plans and promotion paths for staff.
- Evaluated human resources structure and plan for continual improvement and offered individuals professional and personal growth opportunities.
- Provided updates on HR policy changes to employees to satisfy compliance and state laws.
- Created employee handbook to cover company policies, disciplinary procedures, code of conduct and benefits information.
Call Center Director
Beach Bum Tanning
New York, New Jersey, Virginia & WVA
04.2001 - 01.2021
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Developed quality employees within call center to take over leadership positions.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Formulated and executed strategic initiatives to improve product offerings.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Director of Information Technology
Beach Bum Tanning
New York, New Jersey, Virginia & WVA
04.2001 - 01.2021
- Developed, tracked and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
- Deployed, monitored and maintained system installation, upgrades and network integration.
- Documented and analyzed processes and procedures and adhered to regulatory guidance.
- Fostered positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Oversaw development and implementation of improvements to support and network operations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Retail Store Manager
ESPN Zone
New York, NY
07.1999 - 12.2002
- Grand Opening Staff
- Assisted General Manager in meeting standards for guest service and quality.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet guests needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult guests.
- Optimized store displays and appearance via strategic merchandising.
- Managed scheduling for store shifts to accomplish proper staffing.
- Assisted Manager in interview process of prospective employees and provided feedback.
- Tracked daily cash handling, reconciled sales and prepared bank deposits.
- Engaged directly with guests to offer assistance and resolve complaints.
- Supported senior management in implementing and upholding store policies and procedures.
- Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
- Produced regular sales reports, analyzed data and identified areas for improvement.
- Helped develop and consistently enforced top-notch guests service standards across departments.
- Acted as first point of contact for visiting clients and guests.
- Maintained the Disney standard for exceeding guest expectations
- Exceeded Sales Goals and revenue projections
General Manager
XS New York
New York, NY
11.1996 - 12.2000
- Grand Opening Staff
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Researched developing trends to stay updated with new ideas and marketing practices.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Supported team members by offering constructive feedback and coaching as needed.
- Maintained up-to-date knowledge of products and services offered.
- Set and managed policies for concierge services and guest relations.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Completed daily cycle counts to maintain accuracy of records.
- Developed and implemented inventory management strategies for improved stock flow.
Education
Bachelor of Science - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
New York, NY06.2002
Skills
- Business Consulting
- Executive Leadership
- Sales and Marketing Leadership
- Corporate Communications
- Business Administration
- Coaching and Mentoring
- Recruiting and Hiring
- Market Trend Analysis
- Inventory Tracking and Management
- Staff Training & Development
- Customer Loyalty & Education
- Verbal and Written Communication
- Customer and Employee Rapport
- Business Growth and Marketing Strategies
Timeline
Vice President of Operations
Amazing Lash Studio
03.2021 - 05.2023
Director of Operations
Beach Bum Tanning
04.2001 - 01.2021
Marketing Director
Beach Bum Tanning
04.2001 - 01.2021
Human Resources Director
Beach Bum Tanning
04.2001 - 01.2021
Call Center Director
Beach Bum Tanning
04.2001 - 01.2021
Director of Information Technology
Beach Bum Tanning
04.2001 - 01.2021
Retail Store Manager
ESPN Zone
07.1999 - 12.2002
General Manager
XS New York
11.1996 - 12.2000
Bachelor of Science - Criminal Justice
John Jay College of Criminal Justice of The City University of New York