Supervisor Operations Customer Service
Resume:
M A R K
S M O T H E R M O N
**************@*****.***
Lehi, UT 84043
PROFESSIONAL SUMMARY
Operations Manager with 20+ years of experience directing operations, providing corporate vision and motivating team members by defining and communicating clear ideas and strategies. Hold team members accountable to drive results and eliminate obstacles. Apply Lean methodology to obtain continuous process improvement. Demonstrate an approachable leadership style to foster team member engagement including recognition.
SKILLS
Operations oversight Cross-functional team management Budgeting and cost control Strategic planning
Process improvements Performance evaluations
Time management Networking and collaboration
Policy and program development Program administration Staff management Employee training and development Inventory control Cost control and budgeting
Sales oversight Business marketing
Team building and leadership Human resources
Training and development Manage operations
Employee relations Customer service
Improve performance Strategize business plans
Staff hiring Systems implementation
Revenue generation Financial management
Develop policies Operations management
Revenue growth Oversee administrative functions
EXPERIENCE
Area Supervisor Operations, NorthWest Distributing Co., May 2021 Current, Sheridan, Wyoming
Identified problem areas and suggested training to improve team performance. Proactively solved worker issues to keep the team working well together and on-task. Obtained highest department quality ratings by inspecting materials and adjusting production to maintain compliance with product specifications. MS
Established and enforced standards, performance goals and budgets to keep operations in line with targets.
Conducted team meetings to discuss innovations, new work processes, and to provide feedback to team members about compliance and accomplishments. General Manager, Office Depot, May 2019 Aug 2020, Gillette, WY Drove shrink results through compliance with all guidelines involving safety, loss prevention, and cash-handling procedures.
Managed business operations, working closely with senior management to develop KPIs, build operating dashboards, and monitor performance. Supported back office procedures, including hiring and employment processes. Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies. Recognized for excellence in building and motivating management and hourly teams. Mentored many entry-level associates to achieve leadership positions and quickly became leadership trainer for new store managers.
Maintained an onsite presence to ensure the operations team met all company operational standards.
Managed the performance of team members, conducted performance appraisals, and managed promotion recommendations.
General Manager, Smith's Food and Drug, Feb 2014 May 2019, Gillette, WY Drove shrink results through compliance with all guidelines involving safety, loss prevention, and cash-handling procedures.
Recognized for excellence in building and motivating management and hourly teams. Managed the performance of team members, conducted performance appraisals, and managed promotion recommendations.
Supported back office procedures, including hiring and employment processes. Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies. Maintained an onsite presence to ensure the operations team met all company operational standards.
Mentored many entry-level associates to achieve leadership positions and quickly became leadership trainer for new store managers.
Managed business operations, working closely with senior management to develop KPIs, build operating dashboards, and monitor performance. Multi-Unit Manager, NorthWest Distributing Co., Feb 2009 Feb 2014, Gillette, Wyoming Oversaw day-to-day maintenance operations, including preventive maintenance and implemented or contracted work orders.
Regularly inspected equipment and tools to protect team members from dangerous conditions.
Reviewed activities regularly to identify opportunities for improvement. Completed required paperwork by [Timeframe].
Business Owner/Operator, Del Taco, Feb 2004 Feb 2009, Billings, MT Purchased business and reorganized operations and staffing to improve efficiency and profitability.
Managed business accounts by networking and communicating with crucial account decision-makers to review service delivery and explore opportunities to develop new business.
Identified areas for expansion by analyzing market, consumer trends, and competition. Implemented business development strategy focused on social media branding and launching an email marketing campaign, attracting new customers and expanding market penetration.
Met with prospective clients to present company offerings, discuss products, and showcase service solutions.
Increased revenue and reduced risk by enforcing company policies and improving operations.
Created culture focused on customer service and satisfaction, resulting in improved customer loyalty and retention.
Transformed struggling business into an industry leader by restructuring organization and implementing business plan to penetrate new markets. Identified and corrected deficiencies with forward-thinking approaches to address organization-wide and department-level problems.
Reduced costs by improving efficiency across the board and renegotiating key contracts with more favorable pricing structures.
Led the company to successful product launch and developed initial product roadmap and go-to-market strategy.
Maintained quality and precision by developing culture of stability and strong performance.
Maintained an inclusive working relationship with the Board of Directors, staff, partners, and members, emphasizing open dialogue, complete transparency, and professional rapport.
Participated in forecasting budget and assessing long-term financial and sustainability planning.
Developed highly functioning HR operation that met changing needs and requirements of organization.
Consultant, Taco John's Int., Jan 1997 Mar 2004, Cheyenne, WY Developed performance metrics from cost information to help improve profitability, on-time delivery, and quality production.
Collected business data, studied market conditions, assessed threats posed by competitors, and created strategic roadmap to meet all targets. Cultivated trust and built support with decision-makers by networking and developing relationships.
Implemented training programs to upgrade staff's performance capability. Supported the development of client solutions and deliverables, including scheduling and resource allocation plans.
Analyzed client business processes and functional requirements, developed documentation, and presented reports and recommendations for continuous process improvement.
Reviewed accounts daily to determine the areas in need of improvement and Mar 1983
strategies for correcting faults.
Developed procedures and policies by devising strategies, consistently improving processes and supporting organizational goals.
EDUCATION
BBA
University of Texas at Arlington Arlington, TX
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