Operations Manager

• 2021 年 10 月 - - 目前

Operations Manager

• 2017 年 6 月 - 2021 年 10 月

Ensured business operations ran smoothly while managing key vendor relationships. Implemented multiple security programs to minimize risk of hacks and ensure stakeholders’ data was safeguarded.• Led project to upgrade CRM; completed eight-month project on-time and on-budget• Created operations and capital budgets by analyzing past data; decreased 2018 expenses by 12% and saved tens of thousands of dollars by obtaining credits for invoice inaccuracies • Renegotiated vendor contracts to lower costs; decreased three vendor contract costs in 2018 and five in 2019 by ensuring contract terms reflect organization needs• Developed RFP for direct mail vendor for two major projects: 1. weekly, automated, highly individualized, multi-type mailing, 2. high volume, iterative mailings over 12-month cycle; selected vendor with lower cost and increased efficiency through careful analysis • Executed new security measures to decrease risk: increased staff cyber security awareness with test phishing emails and education, implemented multi-factor authentication; resulted in zero instances of system hacks

Credentialing Manager

• 2013 年 11 月 - 2017 年 6 月

Ensured certification department ran smoothly while managing budgeted revenue and expenses. Achieved budget goals, while ensuring excellent customer service.• Created annual certification budget by analyzing historical data and trends; controlled expenses and revenue to keep department at positive net (with past years losing money) by monitoring and responding to key performance indicators and monthly financial analysis• Coordinated annual certification renewal process; edited communications, applied different techniques every year; successfully maintained 92% renewal rate each year• Coached and supported four direct reports; developed each report which led to one direct report being promoted to senior role• Directed BOC’s trade show activities including creating and monitoring budget; represented BOC and gave presentations (to up to 100 people) at conferences and schools to increase brand exposure; grew BOC’s business by bringing on large corporate chain with over 120 locations• Oversaw National Commission for Certifying Agencies (NCCA) reporting and reaccreditation processes for certification programs; successfully achieved five-year accreditation for two certification programs and met stringent standards

Certification/External Relations Coordinator

• 2009 年 11 月 - 2013 年 11 月

Supported supervisor and ensured processes were completed accurately and efficiently. Became a certification expert which led to a promotion. • Selected to create certification revenue budget by analyzing data and identifying trends• Developed communications for annual renewal process; researched techniques to increase open rates of mail and emails leading to over 90% renewal rates • Instituted new program to foster relationships with schools; program included presentations, on-site visits, and recruitment packets; increased percentage of incoming candidates from in-person visits• Negotiated sole certification representation at new conference (beating out direct competitor) by leveraging partnerships; brought almost all new candidates from conference to BOC

Store Manager

• 2007 年 6 月 - 2009 年 8 月

• Aided in collection of daily receivables up to $15,000 a day and ensured accuracy of record keeping • Partnered with the mall marketing manager to create additional exposure and market L’Occitane products; efforts included creating new product displays to highlight popular L’Occitane products for kiosks and empty store fronts in the mall• Identified other high price-point stores at the mall and passed out sample product gift packs during special events and holidays to promote the quality of our products• Created additional incentives for employees to meet weekly goals that would ensure meeting monthly goals; incentives included contests for best sales between employees and the ability to create their own schedules for the following week• Conducted interviews for both temporary and full-time new hires to maintain store operations • Provided training, supervision, and performance monitoring of new and current employees• Collaborated with team to revamp store policies, procedures, and roles so they are more clear, concise, and effective to store employees • Organized department events to unify and promote teamwork such as store contests to increase motivation and sales • Supervised all store inventory to appropriately manage supply and demand as well as analyzing sales and other statistics to increase profits

Sales Associate

• 2005 年 4 月 - 2007 年 6 月