Ysanne Francis
West Palm Beach
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
14
14
years of professional experience
Work History
Service Experience Manager
White House Black Market
Palm Beach Gardens
09.2023 - Current
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Drafted scripts for customer outreach so that associates can accurately and effectively engage customers in upcoming deals and events.
- Collaborated with senior management team members in implementing strategies that would improve overall quality of services offered by the organization.
- Provided exceptional customer service to ensure customer satisfaction.
Service Experience Manager
White House Black Market
Palm Beach Gardens
11.2024 - Current
- Developed customer service training programs for staff engagement and satisfaction.
- Implemented feedback systems to enhance service delivery and client experience.
- Collaborated with cross-functional teams to improve operational efficiencies and processes.
- Led initiatives promoting a positive shopping experience and brand loyalty.
- Coordinated special events to enhance community engagement and brand visibility.
- Provided exceptional customer service to ensure customer satisfaction.
Operations Manager
White House Black Market
Palm Beach Gardens
10.2024 - Current
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Assistant Store Manager
Bath & Body Works
08.2016 - 09.2023
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Executed merchandising strategies and displays to feature new products and promotions as per brand standards.
- Walked through store areas daily to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Created weekly work schedules to accommodate business demands and associates requests and availabilities.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Trained new employees on proper protocols and customer service standards.
- Interacted daily with customers to build connections and nurture relationships.
Assistant Department Manager
Nordstrom Inc.
11.2011 - 07.2016
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Fostered an open door environment to encourage non-threatening open dialogue between management and Sales Associates.
- Executed in-season pricing strategies, promotions, and markdowns to reach financial targets.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
Education
BBA - Business Administration
Fairleigh Dickinson University
Madison , NJSkills
- Customer relations specialist
- Team coordination
- Employee training
- Cross-functional collaboration
- Performance monitoring
- Conflict resolution
- Business Analysis
- Scheduling
- Process flows
- Communication improvements
- Employee motivation
- Policies and procedures implementation
- Health and safety compliance
- Retail operations management
Timeline
Service Experience Manager
White House Black Market
11.2024 - Current
Operations Manager
White House Black Market
10.2024 - Current
Service Experience Manager
White House Black Market
09.2023 - Current
Assistant Store Manager
Bath & Body Works
08.2016 - 09.2023
Assistant Department Manager
Nordstrom Inc.
11.2011 - 07.2016
BBA - Business Administration
Fairleigh Dickinson University