Operations & Customer Experience Leader (Retail/Hospitality)

Ohnesze D. Tyree (he/el)

(pronounced: Oh-Ness)

716-***-**** *************@*****.***

Operations & Customer Experience Leadership

Results-oriented Retail and Hospitality Leader with over seven years of experience driving operational excellence, team performance, and high-impact customer engagement across fast-paced environments. Skilled in managing multi-functional teams, streamlining workflows, and leading daily operations in retail and hospitality settings. Proven ability to increase customer satisfaction, optimize efficiency, and train staff to exceed performance expectations. Demonstrated success in key-holder and supervisory roles with a strong focus on service excellence, compliance, and cross-departmental collaboration, and known for a hands-on leadership style, a solutions-focused mindset, and a deep commitment to delivering exceptional guest and client experiences.

Education

Villa Maria College, Buffalo, NY

Bachelor of Arts, Business Administration, and Music Production Employment History

Price Rite, Buffalo, NY

Keyholder, Lead, Supervisor

● Led daily store operations and supervised a cross-functional team, ensuring efficient workflows, accurate cash handling, and exceptional customer service during high-traffic periods.

● Resolved customer inquiries and escalated concerns promptly, contributing to a 20% increase in customer satisfaction based on internal service feedback.

● Trained and onboarded new team members, standardizing best practices and improving onboarding time by 30%.

● Monitored inventory levels and executed loss prevention protocols, reducing stock discrepancies by 15% over six months.

● Managed store opening and closing procedures as a trusted key-holder, maintaining 100% compliance with store security and cash reconciliation standards.

● Collaborated with department leads to streamline restocking processes, resulting in a reduction of shelf replenishment time and an improvement in overall operational efficiency.

Tyree 1

Hyatt Regency Buffalo, Aimbridge Hospitality, Buffalo, NY Front Desk Associate

● Delivered high-touch guest service by efficiently assigning rooms, managing check-ins, and ensuring a welcoming and streamlined arrival experience for domestic and international guests.

● Provided concierge-level support by offering local recommendations, coordinating special requests, and resolving issues promptly—contributing to a measurable increase in guest satisfaction scores.

● Managed a high volume of reservations and guest inquiries via phone and in person, maintaining a professional demeanor and 100% accuracy in booking and communication.

● Ensured precise billing, folio reconciliation, and check-out procedures, resulting in error-free audit reviews and increased trust among returning guests.

● Maintained detailed knowledge of property offerings and loyalty program benefits, effectively upselling services and contributing to room upgrade conversion targets.

● Partnered with housekeeping and maintenance teams to ensure timely room turnovers, minimizing wait times, and enhancing overall guest experience. Tops Supermarket, Buffalo, NY

Key Holder

● Oversaw daily store operations as a trusted key-holder, opening and closing the store independently while maintaining 100% adherence to security and operational protocols.

● Handled high-volume cash and credit transactions with precision, balancing drawers and registers with zero discrepancies during monthly audits.

● Delivered front-line customer service, resolving issues and inquiries with professionalism and urgency, which contributed to sustained customer loyalty and repeat business.

● Led daily floor operations and team assignments, ensuring shift coverage, task completion, and alignment with store sales and customer service goals.

● Trained and mentored new employees on POS systems, safety procedures, and customer service best practices, resulting in reduced onboarding time and improved team readiness.

● Collaborated with store leadership to execute merchandising resets and promotional displays, helping drive seasonal revenue targets.

Core Skills & Competencies

Team Leadership & Supervision

Proven ability to lead diverse teams, delegate tasks effectively, and foster a collaborative environment that meets operational goals and exceeds service expectations. Tyree 2

Strategic Problem Solving

Skilled in diagnosing and resolving customer service and operational challenges quickly and efficiently, with a track record of improving workflows and reducing service disruptions. Interpersonal & Customer Engagement

Strong communication and relationship-building skills; adept at de-escalating conflicts, addressing concerns, and delivering exceptional customer experiences across diverse populations.

Operations & Staff Management

Experience managing shift coverage, training new team members, and ensuring seamless daily operations in fast-paced environments.

Tyree 3

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