Denise Diaz
Ontario
Summary
Accomplished Operations Manager focused on optimizing customer service and operational processes. Known for effective leadership and workforce management, committed to ensuring high standards and driving results in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Operations Manager V
Burlington
Ontario, CA
09.2022 - Current
- Manage the overall execution of operations and receiving SOPS.
- Lead the overall receiving process which includes transfers, debits, damages, and partner with the Receiving Supervisor to maintain the accuracy of inventory.
- Act as the Manager on Duty setting the leadership example for customers, associates, and ultimately, driving results in the store.
- Support the Store Manager and others in areas including but not limited to staffing, sourcing, interviewing, training, and succession planning.
- Communicate effectively with the District and Regional Management teams.
- Payroll budget management, workforce management and scheduling.
- Partner with Receiving Supervisor with merchandise process (receiving deliveries, unloading and sorting cartons, processing merchandise, and flowing merchandise to the sales floor)
- Ensuring back of house cleanliness, set-up and organization are at standard
- Promote safety for both our customers and associates by adhering to company guidelines
Operations/Service Manager
Burlington
Upland, CA
05.2021 - 09.2022
- Assisted in hiring decisions by conducting interviews and assessing candidate qualifications against job requirements.
- Lead the Customer Service and Cashier teams, driving compliance to company policies and standards, safekeeping of company funds and property, asset protection, sales, and record keeping procedures.
- Provide guidance to the Customer Service Supervisors to ensure they meet customer service expectations and there is smooth customer flow at the registers.
- Lead the overall receiving process which includes transfers, debits, damages, and partner with the Receiving Supervisor to maintain the accuracy of inventory.
- Act as the Manager on Duty (MOD); setting the leadership example for customers, associates, and ultimately, driving results in the store.
- Support the Store Manager and others in areas including training, succession planning, and participate in workload meetings.
Sales Floor Supervisor
Burlington
Upland, CA
10.2019 - 05.2021
- Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
- Assisted in visual merchandising to create appealing displays that attracted customers and drove sales.
- Maximize sales results through training, developing, and coaching of direct reports
- Supervise all store functions and associates while in the role of Manager on Duty
- Lead mark down process and review reporting weekly, replenishing clearance areas with newly markdown merchandise to drive sales and create space for new merchandise for weekly merchandise.
- Walked through departments each shift to evaluate and correct issues such as cleaning and replenishment needs.
Customer Service Supervisor
Burlington
Corona, CA
05.2018 - 10.2019
- Trained and mentored staff on best practices for efficient customer interactions.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Sales Associate
Burlington
Ontario, CA
09.2011 - 05.2018
- Trained new associates on sales techniques and store policies
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Implemented visual merchandising standards to improve product visibility and appeal
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
High School Diploma -
Valley View High School
Ontario, CA05-2010
Skills
- Effective problem resolution
- Team leadership
- Operations management
- Customer service
Timeline
Operations Manager V
Burlington
09.2022 - Current
Operations/Service Manager
Burlington
05.2021 - 09.2022
Sales Floor Supervisor
Burlington
10.2019 - 05.2021
Customer Service Supervisor
Burlington
05.2018 - 10.2019
Sales Associate
Burlington
09.2011 - 05.2018
High School Diploma -
Valley View High School