Operations Manager Customer Service

Sharon D. Ford Message: 469-***-****

Email: **********@***.***

Senior-Management and Operations Executive

Management Operations Profit/Loss Accounting Budgeting/Forecasting An accomplished, results-driven and effective leader with over 20 years of experience in management, business- expansion, organization-design, logistics, recruitment, training and development, coaching and mentoring. Expertise in coordinating the activities of various departments and implementing programs designed to improve business operations by cutting cost, streamlining operations, and increasing productivity. AREAS OF EXPERTISE

• Change Management

• Strategic Planning

• Financial Oversight

• Mentoring/Motivation

• Human Resources

• Strong Problem Solver

• Scheduling

• Training/Development

• Cost Reduction

• Budget Forecasting

• Process Improvement

• Cost Reduction and Containment

• Auditing/Compliance

• Payroll/ADP

• Accountability

• Team building

• Analytical

• Strong Attention to Details

• Consulting

• Cope with Conflict

PROFESSIONAL ACCOMPLISHMENTS

Kohls E-Commerce

• Reduced nonexempt turnover by at least 10% compared to LY

• Achieved safety results as determined via the location objectives

• Improved fulfillment issues (missing, damaged, wrong) calls by 5%

• Improved the fill rate to 99.6%compared to last year of 99.44% for quality

• Decreased physical inventory based on % to sales by .38%

• Improved the speed of getting units shipped out by 75% compared to non-peak of 69% Ulta Beauty

• Managed a $4M revenue budget and reduced spending by 10% over 12 month period by reducing damages, controlling inventory overages, and effective personnel training on loss prevention methods.

• Grew annual revenue by 68%, $1.9M to $3.2M, and increased sales volume by 30%, through initiation of collaborative team efforts, and the execution of new in-store beauty services, highly marketed through the enhancement of customer loyalty programs, employee sales incentives, and suggestive selling techniques.

• Improved shrink from 5.7% to 2.4%, which had not been accomplished in over 3 years, by changing behaviors and educating associates on company processes. Home Depot

• Effectively trained staff in the fundamentals of Loss Prevention; implemented and monitored compliance of loss prevention policies, programs and directives, in order to reduce inventory shrink

• District Gold Cup Champion. Received as a result of improving frontend operations by 25% and decreasing shrink by 15% from previous results in less than 6 months.

• District Audit Winner out of 3 districts, awarded as a result of improving audits scores by 35% through retraining employees and accountability through upper management and consistency Wal-Mart

• Drove sales from $1.6 mil to $2.0 mil in assigned area by ensuring merchandise presentation, including accurate, and competitive pricing, proper signing in-stock, and inventory levels, budgeting and forecasting sales, and assessing economic trends and Community needs

• Maximized profits to the corporation by reducing waste in payroll administration by 10% weekly and increasing sales with up-selling strategies.

• Significantly reduced store's shrink by more than 35%, limiting operational losses and adding more than

$75,000 per year to operating profit margin.

WORK EXPERIENCE

Operations Manager (Logistics) August 2016 - Present Kohls E-commerce Distribution, Dallas TX

• Manage the workflow of several departments in conjunction with individual department Supervisors to meet planned units per hour, cost per unit, level of service and accuracy standards.

• Effectively manages staffing to meet UPH and CPH goals

• Develop and maintain accuracy standards to ensure unit inventory integrity.

• Coordinate and communicate changes and updates in process and procedures

• Work with other departments and divisions to resolve problems and ensure efficient service.

• Manage direct reports, system and projects to achieve unit goals

• Prepare and analyze unit plans and reports

• Provide leadership by exhibiting influence and expertise

• Created and effective working environment

GENERAL MANAGER (Retail/Beauty) June, 2014 to August 2016 Ulta Beauty, Cedar Hill TX

• Revamped stores visual presentation standards to provide stores with plan-o-grams, upgraded store displays and fixturing, improved store lighting, and consistent signing programs

• Drafted and implemented associate selling assessment for managers to use as a coaching tool to improve customer service and create a more effective selling environment.

• Supervised a team of 35 associates supporting a large retail site, which included a salon/brow service, which generated a collective daily revenue exceeding $6,000 weekly

• Mentoring and motivation of teams to achieve peak performance, while providing quality service and meeting set objectives, assisted with increased customer satisfaction ratings by 60%

• Created partnerships with product vendors in order to create awareness of product brands, collaboration of sales techniques/training, to increase revenue growth

• Reviewed and audited weekly reports, examining Profit and Loss (P&L), inventory control, payroll, damages and shrink, in order to bring awareness of store performance to make necessary adjustments on an as-needed basis, and possible staff training

• Responsible for monthly sales forecasting, which resulted in 98% accuracy OPERATIONS MANAGER (Retail/Home Improvement) April, 2011 to June, 2014 The Home Depot, Arlington, TX

• Provided extensive training and mentorship to staff in transition to upper management positions

• Monitored productivity and optimized procedures to reduce cost by 10%

• Ensured production requirements and goals were met via identifying key process metrics.

• Directly trained and managed 8 supervisors while leading a total staff of 180 team members

• Coordinated training classes for all new hires

• Managed profit & loss by following cash control/security procedures, maintaining inventory, managing labor, and reviewing financial reports.

• Drove safety standards and environmental compliance throughout the store

• Ensured production requirements and goals were met via identifying key process metrics. Used daily workload formulas to communicate deadlines and expectations to team.

• Coordinated training program to solidify process improvements and teach other coordinators details and follow-up measures and utilizing software applications to ensure accurate and timely delivery of loads.

• Responsible for vendor and product onboarding along with maintaining core programs by working with cross-functioning business partners throughout the organization including visual merchandising, merchandising, logistics, brand & marketing, Inventory Planning, Suppliers, and Home Depot’s overseas sourcing offices

• Provided direction and strategic planning for associated teams OPERATIONS MANAGER (Retail/Grocery) November, 2002 to April, 2011 Wal-Mart Supercenter, Dallas, TX

• Directly managed 4 merchandising coordinators, who oversaw 8 department managers and 550 sales associates

• Increased retail productivity and operational efficiencies by reducing full-time employee (FTE) count from 8%, assisting in a savings of over $1.5M in the first year.

• Conducted store audits of financial transactions, inventory, supply requisitions, and expense allocations

• Motivated team throughout project, including long working days and evenings necessary to meet time constraints and deadlines.

• Managed quality programs and lead 18 supervisors at two facilities, including assistant managers and co- managers while ensuring adherence to budget, schedule, and scope.

• Established and executed a project communication plan. Also, tracked and reported team workloads and results for timeliness, efficiency, productivity, and quality based on project, team and corporate goals.

• Experience with Profit and Loss Statement, Shrink accounts and manpower forecasting and budgeting

• Assisted with the over-site of 2 new startups; closely monitoring daily operations to ensure efficiency EDUCATION

BS in Business Management and Accounting Grambling State University 1993 Bradwell Institute - Hinesville, GA 1988

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