Director in retail

Rebeca C. Vergara

***** ****** **** 216-***-****

Rocky River, OH 44116 ***************@*****.***

Profile

Accomplished and versatile Operational Management professional with 15

years of experience leading multi-site organizations in diverse industries

such as medical and retail operational services and functional areas

including retail warehouse distribution center management, human resources

administration, customer service delivery, supply chain management, and

loss prevention. Expertise managing large organizations with 450+ direct

and indirect employees. Skilled in operating budget development and

execution, P&L management, and team building and development. Solid record

delivering quality customer and account service, designing and

implementing standard operating procedures, and ensuring organizational

compliance with complex external and internal regulations and

requirements.

Education: Bachelor of Science, International Business Sonoma State

University Rohnert Park, CA 1997

Professional Development: Interview Training, Advanced & Phone

Interviewing Wicklander & Zulawski

Languages: Spanish

Technology: Microsoft Office Suite - Word, Excel, PowerPoint . Warehouse

Management Systems (WMS) . Voice Picking Systems . Identified

Requirements for & Recommended Technology Solutions

Core Competencies

Multi-site Operational Management Cross-Functional Team Management

Development & Execution of Personnel & Operational Performance

Operational Budgets Improvements

Strategic Planning & Execution HR Management of Exempt & Non-Exempt

Operational Financial Analysis Employees

Financial Analysis & Strategies Customer & Account Management

P&L Management Organizational Change Management

Standard Operational Procedures & Policy & Program Development &

Regulatory Compliance Implementation

Marketing & New Business Development Human Resources Administration

Insurance Claims Management

Organizational Leadership & Staff Clinical Operational Functions

Development Multiple Market & Partner Management

Contract Negotiation & Vendor Analysis & Problem Solving Skills

Management

Inventory Administration &

Loss/Prevention

Professional Experience

CONCENTRA CLEVELAND, OH 2013 - PRESENT

Area Operations Director

Oversee daily operations of 9 Concentra Medical Centers and 18 Onsite

Health and Wellness Center Work Sites; Direct reports include Center

Operations Directors and indirect reports include all center operations

staff.

Ensure consistency of service line execution, establish appropriate

staffing models, and guide Directors' leadership development in order to

deliver quality patient and employer experiences.

Coach and mentor directors in the field on center performance,

financials, colleague engagement, business metrics, patient/client

satisfaction, center management as well as focusing on overall business

process.

Collaborate with the Area and Regional Leadership teams in the

development of operational strategies and objectives.

Accomplishments

Developed a three tier strategy based on hospital joint ventures

resulting in increased net revenues and profit.

Developed and implemented a strategy reducing expenses to achieve

operational budget targets.

Selected as a high potential director working on various corporate

operational performance initiatives and committees focused on developing

strategies for increasing Concentra and Humana's efficiency and cost

reduction.

Mentored and developed two Center Operation Directors into Assistant Area

Operations Director.

Rapidly proved excellence of performance which resulted in expanded

responsibilities to include Onsite Work Sites.

Customer Service & Performance Quality

Focus on customer satisfaction as a measure of execution excellence and

ensure consistent playbook execution of processes and tools across

assigned area and leads teams in quality delivery.

Coordinate center staffing on a daily basis based on budget, patient

flow, employee illness/PTO, and other relevant factors to ensure staffing

optimization throughout the area.

Develop and manage procedures and systems responding to customer issues.

Serve as the liaison for the Top 20 clients to ensure optimal customer

service performance.

Enhance communication between current/prospective clients to ensure that

customer expectations are met.

Manage an efficient referral process and proper communication with

clients, patients, and specialists.

Assist center and market leadership team in resolution of client issues;

ensure that process is efficient and effective.

Leadership & People Development

Manage area staffing and personnel development processes and costs while

coaching to improve performance.

Hire, train, and develop directors; assist directors in interviewing,

hiring, counseling, and disciplining staff.

Align operations with corporate standards and respond to personnel

satisfaction surveys.

Externally network and build a strong internal bench to support growth

and business continuity.

Create a retention strategy based on reward, recognition, empowerment,

and engagement.

Clearly communicate team performance direction and objectives.

Financial Operations & Analysis

Prepare and manage annual budgets for assigned centers collaborating with

the center directors and the leadership team in the budgeting process.

Conduct P&L financial analysis and communicate market needs and solution

strategies to senior leadership.

Provide guidance on planning and ensure that capital spend (acquisitions,

relocations, renovations) delivers ROI.

Manage the operational and financial performance of all assigned centers.

Analyze operating statements on a monthly basis to ensure operational and

financial objectives are met.

Coordinate vendor selection across the organization to minimize the cost

of out-sourced services.

Business Development & Marketing Strategies

Understand the marketplace, industry, competition, and regulatory

environment and the impact on market competitiveness and respond to

changing customer and business partner requirements;

Formulate business strategies to enhance customer satisfaction and build

relationships and product/service loyalty to ensure competitive advantage

in the marketplace.

In collaboration with area centers, assess opportunities for new

business.

Evaluate KPIs and trends in assigned area, develop solutions, and drive

implementation of action plans to correct performance gaps.

Regulatory & Procedural Compliance

Ensure that organization operations align with company strategic

objectives while leveraging talent and resources.

Implement and support teams in compliance with all operational policies,

procedures, and training programs.

Review operating systems and reports to assess ongoing performance and

performance issues.

Evaluate procedures and policies to identify opportunities for process

improvement and service enhancement.

SEARS HOLDING CORPORATION 2004 - 2013

District Loss Prevention Manager Las Vegas, NV 2006 - 2013 2006 - 2013

Directed all aspects of loss prevention, sales, operational controls,

customer service, shortage controls, safety and insurance expense in an

eleven store, four state district with $200M annual sales and .13%

shrinkage.

Achievements

Trained and coached staff resulting in smooth adoption of cost saving

initiatives and 10% increased profitability.

Territory Loss Prevention Manager Hoffman Estates, IL 2004 - 2006

Developed and managed the loss prevention programs for 21 retail stores

(17 Great Indoors and 4 Sears Grand stores) in a 10 state, coast to

coast, territory with $600M annual sales; hired and trained

managers/leads.

Achievements

Maintained best in class shrink results, .51% in combined business, with

4 stores opening in less than 12 months.

Key contributor in development of New Store Opening Manual detailing

training of store associates in areas of Operational Process, Shortage

Control, Safety and Loss Prevention.

Developed specialty retailer Loss Prevention program including customized

Shrink and Safety Awareness Program and audit program to validate

Operational and Loss Prevention Control.

OFFICEMAX / POWERMAX LAS VEGAS, NV 1998 - 2003

Operations Manager: Human Resources, Delivery Center, Production, Loss

Prevention

Managed organizations including HR for 450 multi-site exempt/non-exempt

employees in three distribution centers.

Recruited/hired, managed employee relations and performance management,

conducted training and staff development, and administered compensation

and benefits plans and programs.

Managed relationship with agency providing 250 temporary associates.

Developed and delivered training for Spanish speaking associates.

Implemented performance and labor management processes, procedures, and

incentives.

Directed distribution operations including implementation and training of

WMS and voice picking systems.

Ensured compliance with HR policies and procedures as well as

Federal/State regulations including EEO, FMLA, ADA, and Worker's

Compensation.

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