Manager, Operations, Sales and HR Resume
Melissa A. Mudd
Barn Hill Rd.
Woodbury CT.
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Operations Management/Human Resources/Quality Assurance
Profile
> Comprehensive experience in business management and operations, including P & L responsibility, sales, customer relations, human resource management, quality assurance, product development, logistics, and marketing.
> + years management experience, involved in developing company policy and strategic plans on an global level
> Proven leadership through rapid advancement in both the business and educational sectors.
> Well versed in ISO quality management systems, process documentation, and familiar with other business improvement methodologies such as Six Sigma and Lean.
> Proficient in the use of Word, Excel, PowerPoint, Lotus Notes, HR Office, Visio, Control.
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Professional Experience
SAI Global (formally Excel Partnership, Inc. Nov. – Nov.
Manager, Operations, Sales and Human Resources, Southbury, CT
Managed Operations, Sales and Human Resource activity for Education and Training division of SAI Global, an international management training and consulting firm.
Operations Management
* P & L responsibility, as well as forecasting and budget planning for Education and Training division of North American operations.
* Developed strategic objectives and operational plans, and reported financial and operational performance with executive and senior management teams.
* Managed day to day operations of U.S. corporate headquarters, which included customer sales and service, product development, human resources, logistics and facility maintenance.
* Reduced operational costs by defining and streamlining business processes and improving productivity.
* Managed product development and logistics activities, successfully reducing production costs by %.
* Provided leadership and collaboration for cross functional teams on an international level.
* Coordinated market research and customer demographic analysis, enhancing direct mail, e-marketing activities, new product launches, and seminar scheduling.
* Recruited, managed and conducted performance reviews for direct reports encompassing customer service/sales, product development, logistics and Sr. Consultants.
* Collaborated with Information Technology team in the development of an on–line quality management system and business assessment tools.
* Collaborated and managed new facility interior design, implementation and office move, and ongoing facility management.
Human Resource Management
* Responsible for recruitment, hiring, on-boarding and orientation of new employees, as well as performance management, personnel development/training, employee relations, terminations and cultural vitality.
* Managed all benefits administration, visa and immigration coordination.
* Instrumental in improving corporate cultural vitality survey results by %.
* Worked closely with senior management team on succession planning, performance management, change management, corporate policies and employee relations.
* Highly respected by all levels of the organization as an advisor and confident.
* Maintained employee personnel records and data via HRIS software.
* Fostered desire for higher achievement by daily motivation, team building, empowerment and ownership.
Sales and Customer Service Management
* Responsible for $m in budgeted revenue.
* Improved profitability of public seminar business by %.
* Maintained a -% customer satisfaction, from point of sale through the delivery of service.
* Developed and implemented a Client Loyalty Program, encompassing multiple business units.
SAI Global (continued)
Quality Assurance Management
* Served as Quality Manager and Management Representative, responsible for overall quality management system, data analysis, corrective action and annual management reviews.
* Ensured management and employee commitment to continuous business process improvement.
* Maintained ISO certification.
* Managed internal audit activity as well as rd party audit scheduling.
Borders, Books, Music and Café, Waldenbooks, NY, CT
General Manager, Human Resources Manager, Area Manager
* Managed multi-unit, ,-sq. ft. $mllion retail superstore, increasing sales and improving operational efficiency.
* Managed seven line supervisors, responsible for + employees.
* Primary liaison between field and corporate headquarters.
* Oversaw customer service standards, inventory control, employee relations, merchandising and marketing initiatives, recruiting, hiring, training, loss prevention and community relations for stores.
* Human Resource Manager, responsible for recruitment, hiring, on-boarding of new employees, as well as personnel development, employee relations and cultural vitality.
* Ensured that profit and productivity goals were met through business plan development, management of payroll hours, sales and P&L.
* Maintained and built corporate accounts by establishing long term relationships with corporations and institutions in local and surrounding communities.
* Identified problems, diagnosed causes and provided corrective actions pertaining to various levels of employee relations, operational procedures and loss prevention measures.
* Created management team job standards.
* Managed and directed numerous special projects, such as store openings and closings, physical inventories, book signings and celebrity events
* Prepared and conducted weekly/quarterly management and staff meeting.
* Presenter at regional meetings.
* Achieved % on internal audit goals, first perfect score in the history of the company.
* Consistently attained an "exceed standards" rating for customer service.
* Improved employee morale, retention and desire for higher achievement by way of daily motivation, team building, empowerment and ownership.
Manager
Smart Kids Company, Greenwich, CT
Athletic Director, Teacher, Coach
Connelly School/Maryland Public Schools
Education
James Madison University, Harrisonburg, VA
Bachelor of Science, Education - Minor -Coaching
Additional Training/Professional Associations
ISO : Certified Internal Auditor
Process and Project Management Consulting Incorporating ISO :
Control Software, Process Management Training
Conference on State and Federal Personnel Laws
Attract, Retain, Repel: Employment Branding and Organizational Culture – SHRM
Best Practices in On-Line Recruiting – SHRM
Member - Society for Human Resource Management
