Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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
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
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
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
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, NY
06.2002

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

Similar Profiles

CREATE PROFILE
Vanessa Pace