Senior Operations Manager
Resume:
Michelle Marchant ********************@*****.*** • 702-***-****
• Las Vegas, NV 89179
Senior Operations Manager Profile
Accomplished and profit-driven transformational leader offering extensive multi-unit area administration experience in sales, marketing, customer service, business development, and warehouse, store, project, and operations management within a diverse range of industries. Proven record of success in leading overall business operations, identifying operational and corporate risks, managing business development processes, and establishing organization-wide objectives and KPIs. Expert at leveraging outstanding leadership acumen in staffing, hiring, scheduling, payroll compliance, inventory management, oversight of facilities maintenance, and producing superior customer service. Solid background in delivering synergetic training to staff members, prioritizing and delegating workloads, and delivering exceptional direction to subordinates to achieve complex organization goals while implementing overall company policies and procedures. AREAS OF EXPERTISE
● Operation Management & Execution
● Strategic Business Planning
● Performance Evaluation & Enhancement
● Customer Satisfaction & Retention
● Audit, Compliance & Inventory Control
● Continuous Process Improvement
● Team Training & Leadership
● Budget Preparation & Management
● Health & Safety Compliance
● Quality Assurance & Control
● Cost Containment & Reduction
● Revenue Optimization
ACCOMPLISHMENTS
● Displayed entrepreneur mindset through constructing and enforcing result-driven strategies resulting in optimizing yearly sales revenue by +2-4% against sales plan of +6-11%, generating a surplus of +5%, reducing shrink that saving total revenue by $264K in three years at H&M.
● Accomplished two big corporate partnership deals; Boyd Gaming and MGM entertainment resulting in securing 287K new contacts for H&R Block.
● Outstretched boutique sales plan by +1.2%, comp sales by +4% in 3rd and 4th quarter, triggered overall margin by
+6.2% through creation and application of best practices at Karma and Luck.
● Contributed to executing company-wide assimilation training by leading, scripting, and acting in Client Journey training videos at Ann Inc.
● Provided inspirational leadership in a million dollar location and administered all store operations resulting in reducing month-on-month EBITDA margins by $10K while uplifting monthly store profit equal to $15K- $25K at Cole Haan. PROFESSIONAL EXPERIENCE
H&M, Las Vegas, NV Jan 2018 – Present
Store Manager/Area Operations Mentor & Trainer
Evaluate ongoing overall store processes and developed required action plans to enhance operational effectiveness as well as meet expected future people development needs. Design, direct, and employ profit maximization strategic initiatives by preparing and maintaining entire store budgets, monitoring operational costs, and incorporating P&L, KPIs, and sale reports.
● Delivered leadership in managing overall store operations with a budget of $8M through creation and implementation of operational standards and best practices.
● Succeeded and credited with multiple awards, such as sustaining visual presentation audit by 94%, operational excellence audits by 100%, and best customer service audits by 100% through effective planning and implementation at H&M.
● Defined, maintained, and improved KPIs by +12-25% to achieve business objectives, growth, and operational efficiencies at H&M.
● Recruited, built, led, and mentored a staff of 45 employees and 5 department managers on high-quality direct and indirect customer service, and day-to-day operational activities while motivating toward achieving individual and defined accumulated business targets.
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● Directed, established, and monitored all operational training needs and schedules across 11 different stores while serving as Area Operational Trainer/Mentor.
● Produced superior quality customer experience and enhanced customer satisfaction lead to surpassing country-wide brand loyalty levels by +18%.
● Cultivated, maintained, and strengthen trustful positive business relationships with major suppliers and customers through excellent interpersonal, negotiation, and communication skills.
● Enhanced business development and growth by producing and promoting three managers and eight sales associates for consistently excellent performance and track records. Karma and Luck, Las Vegas, NV Oct 2017 – Feb 2018
Boutique Manager/Multi-Unit Leader
Established and employed comprehensive effective work instructions, training manuals, procedures to streamline all customer service and operational excellence to meet expectations and standards. Contributed to improving policy and decision-making process by launching efficient sales plan tracking system aligned with required business needs.
● Executed 11 step selling strategy with a revenue of $9M and achieved district-wise set sales goals via building, training, and directing a team consisting of 11 managers and 35 sales associates.
● Increased staff engagement, motivation, and performance by introducing and incorporating client base VIP reward program within the company.
● Evaluated existing internal procedures, identified inconsistencies, and recommended required corrective measures that reduced customers’ complaint inquires and ensure maximum satisfaction.
● Strengthened and maintained current business through enforcement of constant communication, order management, customer-centric solutions, dependable product delivery, and trustworthy relations. Cole Haan, Las Vegas, NV Nov 2016 – Dec 2017
Store Manager - Store was Closed
Spearheaded and oversaw all in-store activities and created partnerships with employees to attain strategic long-term- and-short-term business objectives. Improved business growth, revenue, costs, and expenses by incorporating required action plans utilizing updated P&L and KPI reports.
● Developed and initiated growth-oriented strategies that augmented plan sales by +20% and comp sales by +30% with comprehensive traffic down.
● Constructed process improvement initiatives that produced favorable increases in all KPIs, such as UPT +2.3%, ADT 0+1.1%, Conversion lift of +1.4, and positive deltas.
● Strengthened business operational efficiency and effectiveness by recruiting two assistant managers, three brand ambassadors, and getting two associates promoted for consistent exemplary performance.
● Assessed employee performance, identified non-performing areas, provided individual coaching, and positive feedback to optimize performance and productivity in line with assigned individual and integrated business targets.
● Cultivated healthy positive team collaborative culture and environment, set strategic direction, and action plans to accomplish pre-defined business objectives and ongoing projects. Additional Experience
As Marketing Director - Seasonal at H&R Block ((June 2016 - Dec 2016) as Store Manager - Store was Closed at Dressbarn, Las Vegas, NV (May 2014 – June 2016) as General Manager at Allsaints, Las Vegas, NV (Sep 2013 - Apr 2014) as HR/Visual Manager at Tommy Hilfiger, Las Vegas, NV (Apr 2013 - Sep 2013) as Store Manager/Area Trainer at Ann Taylor & Loft Outlets, Ann Inc, Las Vegas, NV (Oct 2006 - Feb 2013) EDUCATION & CREDENTIALS
Business Management UNLV, Las Vegas, NV
Technical Proficiencies: Microsoft Office Suite, Synapps, HRIS, PCI Compliance
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