Senior Operations & Client Relations Leader
Resume:
MAHTAB FEYZGOSTAR
443-***-**** ***********@*******.***
PROFESSIONAL SUMMARY
Senior Operations and Client Relations Leader with over 20 years of experience driving excellence in high-volume, fast-paced service environments. Expert in aligning operational workflows with organizational goals, optimizing team performance, and elevating customer satisfaction through strategic service recovery. A versatile professional with a proven track record of maintaining regulatory compliance, streamlining administrative processes, and fostering productive, high-performance team cultures.
KEY PROFICIENCIES
Operational Management: Daily workflow optimization, task delegation, and efficient process execution.
Client & Guest Relations: Excellence in high-volume customer service, conflict resolution, and service recovery.
Team Leadership: Mentoring staff, performance monitoring, and effective team scheduling. Administrative & Financial Acumen: Data accuracy, detailed reporting, and compliance management.
Strategic Communication: Ability to serve diverse demographics and resolve inquiries effectively. PROFESSIONAL EXPERIENCE
Sales Ambassador & Operations Lead Polo Ralph Lauren 07/2024–Present Lead client service delivery while navigating complex escalations to ensure high satisfaction standards.
Oversee daily operational protocols, ensuring efficiency and strict compliance with organizational guidelines.
Train team members on operational excellence, directly impacting productivity and performance results.
Operations & Guest Experience Manager LOFT 07/2022–04/2024 Directed daily floor operations and guest relations, maintaining superior organizational standards. Analyzed performance metrics and reports to optimize operational strategies and team outcomes. Resolved escalated client concerns using strategic service recovery techniques. Managed workforce scheduling and task allocation to maximize service performance during high- traffic periods.
Operations & Customer Support Manager International Grocery Store 09/2014–04/2020 Managed cross-functional team operations including scheduling, payroll, and performance training. Improved operational efficiency through accurate inventory management and strategic procurement oversight.
Served as the primary point of contact for complex disputes, ensuring business reputation and service quality.
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Administrative & Operations Specialist Tehran Tax Administration 09/2007–05/2013 Oversaw high-priority records and financial documentation, ensuring 100% data integrity and accuracy.
Provided professional consultation to a diverse demographic, simplifying complex regulations and resolving inquiries.
EDUCATION
Bachelor of Science (B.S.): Accounting and Finance University of Applied Science & Technology, Iran
TECHNICAL SKILLS
Software: Microsoft Office Suite (Word, Excel, Outlook), CRM, POS Systems, and Database Management.
LANGUAGES
Persian: Native
English: Fluent
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