Yael Perez
Operations Manager
Virginia
Summary
Experienced Operations, Customer Success and Marketing Leader, passionate about providing strategic guidance to help achieve business goals. Well-versed in operations staffing and marketing strategy implementation in a variety of industries including SaaS, retail, and food & beverage service. Capable of identifying and quickly closing any knowledge gaps to offer value to my employer and team. Committed to identifying opportunities to increase business efficiency, drive performance and increase customer retention.
Overview
9
9
years of professional experience
Work History
Partner
Eleva Coffee
08.2021 - Current
- Eleva Coffee is a Brooklyn-based coffee roasting company, offering a farm-to-cup coffee experience — sourcing from four origins, Nicaragua, Guatemala, Ethiopia, and Colombia which produce distinct-tasting, spectacular coffees
Marketing & Creative Director
Intellus Media & Management
01.2019 - Current
- Lead marketing and creative strategy, helping over 115 clients achieve brand goals from concept to reality
- Coordinate product design from concept and sourcing through fulfillment for various online stores, marketing campaigns & local to regional events
- Leveraged data analysis from UX studies, web analytics, and CRMs to optimize conversion rates and increase user and consumer engagement
- Managed scope, budget, timelines, while collaborating with cross functional internal and external teams, to ensure timely completion of deliverables
- Cultivated relationships through entire project lifecycle, leading pitch meetings, discovery workshops, weekly calls, product trainings and client engagement
- Monitored industry trends to keep creative materials fresh and engaging.
Sr. Customer Success Associate
Modsy
08.2020 - 06.2022
- Month over month I managed hundreds of client accounts, helping navigate their customer journey pre/post design projects and product orders
- Advised clients on products, promotions and solutions to maximize their benefit in using our services and/or buying our products
- Provided quality support through omni support channels—calls, video, chat, and email delivering a stellar customer experience with an average 4.8 star rating
- Solved over 12,000 customer concerns to help maintain strong retention rate
- Developed strong working knowledge of company procedures, often assisting teammates to fill knowledge gaps and contribute to a high performing team
Operations Manager
Trinity Bar Group
12.2019 - 01.2021
- Effectively managed daily operations for three restaurants with over 3M dollars in revenue each, prioritizing employee productivity and customer satisfaction
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed loss and profit reports, managed inventory, hired and trained staff
- Maintained consistent compliance with local safety and sanitation regulations
- Updated menu offerings to align with seasonal changes and customer feedback
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms
- Partnered with vendors and suppliers to effectively manage and budget at each location
- Increased profit by streamlining operations and updating our POS systems from an older system (micros) to a newer more powerful system with a loyalty program, online ordering for pickup and delivery, and merch sales
Marketing Manager
The Virginian Restaurant
05.2019 - 01.2020
- Led marketing efforts through effective campaign implementation to drive customer traffic — The “Virg” Elite
- Loyalty Program, Charity Nights, & Benefit Functions
- Managed vendor relationships to ensure efficient and personable transactions
- Maintained clear communication with sales reps and leadership to align on business goals
- Implemented positive employee policies and procedures, to cultivate a safe, team-oriented environment
- Fostered strong relationships with guests and created positive customer experiences to increase return rate
General Manager
Dunkin Donuts
05.2016 - 01.2019
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training and schedules
- Managed vendor relationships to ensure efficient and personable transactions
- Maintained clear communication with sales reps and leadership to align on business goals
- Led marketing efforts through effective campaign implementation to drive customer traffic
- Implemented positive employee policies and procedures, to cultivate a safe, team-oriented environment
- Fostered strong relationships with guests and created positive customer experiences to increase return rate
General Manager
The Corner at Rivermont
07.2014 - 05.2016
- Developed and implemented strategies to increase sales and profitability
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
- Implemented operational strategies and effectively built customer and employee loyalty
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Assisted in development and implementation of new menus to offer variety and options to customers
- Developed unique events and special promotions to drive sales
Education
Bachelor of Science - Strategic Communications & Graphic Design
Liberty University
Lynchburg, VA05.2021
Bachelor of Science - Government - National Security & Public Health
Liberty University
Lynchburg, VA12.2019
Skills
- Business Operations
- Staffing
- Cost Controls
- Food Preparations and Safety
- Passion for Customer Satisfaction
- Marketing & Community Outreach
- Well versed in many known POS systems and software
Accomplishments
- Facebook Blueprint 100-101, August 2020
- Hubspot Marketing, Aug 2021
- Hubspot Inbound Marketing, Aug 2021
- Google Digital Garage – Fundamentals of Digital
- Marketing - Credential ID NXV PZR QN5, Aug 2021
- Serv Safe Food Handler, Feb 2023-2025
- Serv Safe Manager, Feb 2021-2026
Past Projects
Appetite Creamery — Dessert Food Bar and food truck concept located in Regional Malls throughout Virginia &
North Carolina
Wepa Empanada — A food truck concept that specialized in a Spanish handheld favorite,
empanadas
Hibachi. Guys — A food truck concept that specialized in a authentic Japanese hibachi cuisine
Sweets by Alexandria — A boutique bakery concept specializing in locally-sourced, organic,
gourmet cupcakes, cakes, and pastries in Regional Malls throughout
Virginia & North Carolina as well as a shipping to almost all 50 states
Southern Port — A specialty retail southern clothing concept featured in SPREE, ReCON for best,
innovative new pop up for a shopping mall. Southern Port focused on t-
shirt, outerwear, 3D-printed jewelry and accessories
Timeline
Partner
Eleva Coffee
08.2021 - Current
Sr. Customer Success Associate
Modsy
08.2020 - 06.2022
Operations Manager
Trinity Bar Group
12.2019 - 01.2021
Marketing Manager
The Virginian Restaurant
05.2019 - 01.2020
Marketing & Creative Director
Intellus Media & Management
01.2019 - Current
General Manager
Dunkin Donuts
05.2016 - 01.2019
General Manager
The Corner at Rivermont
07.2014 - 05.2016
Bachelor of Science - Strategic Communications & Graphic Design
Liberty University
Bachelor of Science - Government - National Security & Public Health
Liberty University
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