Summary
Overview
Work History
Education
Skills
Core Competencies
Certification
Technological Proficiencies
Languages
Timeline
Generic

Jennifer Linton

Montreal,Canada

Summary

Results-oriented Operations Manager with over five years of leadership in service-based industries, adept at driving customer success and operational efficiencies. Excels in strategic planning, team leadership/building, and technology integration, fostering a collaborative and innovative environment that aligns with business goals. Committed to enhancing customer experience and team scalability in remote settings.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Operations Manager

BestLife4Pets
Remote
11.2023 - Current
  • Developed strategies, updated processes, and training materials to achieve business objectives.
  • Managed staffing needs: recruitment, onboarding, training, and disciplinary actions.
  • Provided feedback on employee development, recognized achievements, and fostered a positive team culture.
  • Designed and amended training and workflow processes based on feedback, identifying areas for improvement.
  • Coordinated with customer service, marketing, logistics, and external partnerships to ensure efficient operations and a seamless customer experience.
  • Developed and implemented quality operational procedures, conducted regular reviews for continuous improvement, and created SOPs to standardize productivity.
  • Created and monitored key performance indicators, produced reports on departmental performance, and analyzed data to identify and address trends and deficiencies.
  • Implemented cost-reducing strategies while maintaining high levels of customer satisfaction.
  • Directed daily operations, managed multiple projects, and met strict deadlines.
  • Brainstormed engagement strategies for target audiences and adapted content for different platforms.
  • Managed remote international teams, leading, coaching, and mentoring professionals in a fast-paced environment.
  • Streamlined and optimized operations to reduce workload and enhance scalability.
  • Developed procedures and processes to deliver the best customer experience and ensure timely, high-quality product delivery alongside customer service and logistics teams.

Executive Assistant

Carleton University
Ottawa, ON
02.2022 - 11.2023
  • Managed a $1.3M budget and led talent initiatives, aligning recruitment with organizational goals.
  • Implemented strategic talent management solutions, optimizing internal recruitment processes and succession planning to meet evolving organizational needs.
  • Spearheaded initiatives to enhance workplace culture, fostering innovation and collaboration across departments.
  • Oversaw a $1M renovation project, enhancing workspace efficiency and coordinating complex logistics to minimize disruptions.
  • Co-led the inaugural Carleton Challenge Conference, managing donor relations and guiding a 30-member volunteer team to elevate the university's reputation.
  • Streamlined financial processes, ensuring accurate budget allocation and reporting.
  • Drove continuous improvement in operations.

Membership and Communications Manager

The Odawa Native Friendship Centre
Ottawa, ON
08.2020 - 02.2022
  • Improved donor retention rates and ensured significant growth in fundraising revenue, particularly contributing to major initiatives supporting the Indigenous community.
  • Analyzed donor retention strategies, implementing data-driven approaches to enhance loyalty, resulting in measurable improvement in long-term donor relationships.
  • Spearheaded digital transformation, unifying fragmented social media accounts, resulting in a 40% boost in follower engagement and a substantial increase in online donations.
  • Orchestrated targeted campaigns, driving significant growth in fundraising revenue, notably contributing to major initiatives supporting the Indigenous community.
  • Fostered cross-functional partnerships to align communication strategies with organizational goals, enhancing cohesion between membership services and outreach efforts.
  • Conceptualized and executed innovative membership engagement programs, significantly elevating the Odawa Native Friendship Centre's community impact and reach.

Veterinary Practice Manager

VetStrategy
Winchester, ON
07.2019 - 08.2020
  • Led two teams across two separate businesses with 40+ employees ranging from reception to Veterinarians.
  • Ensured uninterrupted care for both large and small animals during the pandemic by maintaining superior standards of care and meeting financial targets through effective teamwork and adaptability while providing exceptional customer service both in-clinic and on farm.
  • Optimized financial processes, managing a $7M budget and resolving delinquent accounts, enhancing operational efficiency and financial stability.
  • Implemented tailored software for the reception team, improving client satisfaction and streamlining operations for both large and small animal divisions.
  • Fostered interdepartmental cooperation, aligning teams to achieve operational goals and improve veterinary practice performance.
  • Spearheaded customer experience enhancement initiatives, implementing innovative solutions tailored to distinct team needs.

Director of Operations

The City of Ottawa
Ottawa, ON
11.2017 - 07.2019
  • Handled conflict resolutions and facilitated professional development programs, elevating team competencies and fostering an enhanced work culture.
  • Harnessed cutting-edge technology, including Microsoft Office, Hootsuite, and Adobe Creative Suite, to orchestrate high-impact events, securing substantial funding for vital initiatives and enhancing community engagement.
  • Led strategic planning and execution of high-profile events, including a 9,000-attendee New Year's Eve celebration, showcasing exceptional organizational skills.
  • Fostered synergistic relationships among political staffers, community associations, and external partners to drive Councillor's initiatives forward.
  • Streamlined operational processes, significantly reducing administrative overhead and enhancing team productivity in achieving political objectives.
  • Mentored and developed a diverse team of political staffers, cultivating a high-performance culture aligned with the Councillor's vision and goals.
  • Directed strategic financial management for the Councillor's office, ensuring ethical resource allocation and budget compliance while driving operational efficiency.

General Manager

Fatboys Southern Smokehouse
Ottawa
04.2015 - 11.2017
  • Managed a team of 40+ individuals.
  • Kept up-to-date records of employee performance reviews.
  • Resolved any disputes between customers or employees.
  • Recruited, trained and supervised staff members.
  • Emphasized customer-focused approach, delivering local neighborhood restaurant environment centered on building customer loyalty.
  • Analyzed financial statements and prepared budgets for the restaurant.
  • Analyzed sales figures and trends to develop sales strategies that maximize profits.
  • Prepared strategic and annual forecasts and budgets, analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
  • Developed marketing strategies to promote restaurant services.
  • Implemented cost-saving measures while maintaining high quality service levels.
  • Managed relationships with suppliers to ensure timely delivery of products.
  • Monitored daily operations to ensure adherence to established policies and procedures.
  • Coordinated catering services for special events such as weddings or banquets.
  • Managed accounts payable, accounts receivable and payroll.
  • Updated computer systems with new pricing and daily food specials.

Education

Diploma of Professional Counselling -

Vancouver College of Counsellor Training
Vancouver, BC
06.2011

Bachelor of Arts - English

Carleton University
Ottawa, ON
05.2009

Bachelor of Arts - Psychology

Carleton University
Ottawa, ON
05.2007

Skills

  • Leadership/Management
  • Customer Satisfaction/Success
  • Strategic Planning
  • Financial Oversight/Management
  • Staff Training
  • Project Management
  • Team Mentoring/Building
  • Process Improvement
  • Technological Proficiency
  • Communication
  • Operations Optimization
  • Workflow Optimization
  • Customer Retention
  • Employee Motivation
  • Business and Operations Management

Core Competencies

Strategic Planning & Execution: Master at developing and implementing business strategies that align with organizational goals. Skilled in translating insights from market trends and operational data into actionable plans that drive growth, enhance productivity, and optimize resources.
Customer Success Management: Expertise in leading customer success teams, optimizing customer satisfaction and retention, and developing training materials to enhance customer experience.
Operational Efficiency: Specialist in optimizing operational processes to maximize productivity and reduce costs. Utilizes lean principles and continuous improvement methodologies to enhance workflow, minimize waste, and ensure every process adds value to the business.
Technological Integration: Proficient in integrating new technologies and improving existing systems to streamline operations and support team collaboration in remote environments.

Certification

Professional Life Coach | Efficient Coaching
Student Support Certification | Carleton University
Customer Service: Problem Solving Certification | LinkedIn Learning
Leading and Motivating People with Different Personalities | Carleton University
Trans and Gender Diverse Inclusion Certification | Carleton University
Brave Leader Part 1 & 2 Certification | Carleton University
HR Guidelines Certification | LinkedIn Learning
Leading with Vision Certification | LinkedIn Learning
Leading with a Growth Mindset Certification | LinkedIn Learning
Kinàmàgawin Indigenous Learning Certification | Carleton University
Developing your Strategic Planning Skills Certification | LinkedIn Learning
Creating a Positive and Healthy Workplace Certification | LinkedIn Learning
Level Up Your Remote Team Experience Certification | LinkedIn Learning
Level 5 TEFL, Teaching English as a Foreign Language | TEFL Academy
Teaching Online and One to One Online Courses | TEFL Academy

Technological Proficiencies

Collaboration and Project Management Tools: ClickUp, Slack, Asana, Trello, MS Office Suite, Google Workspace
Customer Relationship Management: HubSpot, Salesforce, Zendesk, SAP
Data Analysis Tools: Airtable, Excel, Google Sheets, Power BI
Communication Tools: Zoom, Microsoft Teams, Slack
E-commerce Platforms: Shopify, Amazon, Etsy, Pinterest, eBay, Wix, Squarespace, WordPress
Design and Creative Tools: Canva, Adobe Creative Suite (Photoshop, Illustrator, InDesign)
Social Media Platforms: Facebook, LinkedIn, Twitter (X), Instagram

Languages

  • English, Expert
  • German, Skillful
  • French, Beginner

Timeline

Operations Manager

BestLife4Pets
11.2023 - Current

Executive Assistant

Carleton University
02.2022 - 11.2023

Membership and Communications Manager

The Odawa Native Friendship Centre
08.2020 - 02.2022

Veterinary Practice Manager

VetStrategy
07.2019 - 08.2020

Director of Operations

The City of Ottawa
11.2017 - 07.2019

General Manager

Fatboys Southern Smokehouse
04.2015 - 11.2017

Diploma of Professional Counselling -

Vancouver College of Counsellor Training

Bachelor of Arts - English

Carleton University

Bachelor of Arts - Psychology

Carleton University

Similar Profiles

CREATE PROFILE
Jennifer Linton