Kiri Centala
Dunmow
Summary
Positive Regional Operations Manager with an optimistic attitude toward striving to be the best in terms of performance and customer satisfaction. Proficient at carrying out regular operational reviews and leading regional management teams. Knowledge of budgeting, succession planning and performance management.
Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
17
17
years of professional experience
Work History
Regional Operations Manager, Retail
YO! Sushi
2022.03 - 2023.09
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Collaborated with cross-functional teams to align operations with corporate objectives.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Spearheaded operational procedures and processes to improve efficiency and optimize operations.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Devised and executed training plans for new and existing staff to support competency and compliance.
- Analyzed market trends and customer feedback to develop new strategies for improving operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Assisted in recruiting, hiring and training of Area Managers.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting partnership relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Set team and individual KPIs and provided regular, actionable feedback.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Oversaw large growth plan of 220 kiosks in one year.
Area Manager, Retail
YO! Sushi
2021.08 - 2022.03
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Resolved conflicts promptly to promote positive environment for customers.
- Supervised 25 Kiosk managers, maintaining contractual, compliance and reporting requirements for all areas and assets.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Drove revenues and team morale by developing and deploying sales contests.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Built positive and productive relationships with store and partnership leadership.
- Modeled best practices for sales and customer service.
- Supervised 25 locations to enforce high-quality standards of operation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Area Manager
Sushi Gourmet/Hana Group
2019.03 - 2021.07
- Multi - site management of Chef managers and liaising with Sainsbury's GM
- Performing site visits daily – leaving focuses and celebrating achievements
- Supporting wide network of individuals, building communication skills and learning
- Implementing and setting goals, targets
- Training and recruiting externally, coaching and growing talent internally
- Audit compliant, Food safety checks, EHO – adhering to Sainsbury's partnership agreements
- Budget, Labour, P&L checks
- KPI reporting
- 121 reviews, Personal development planning
- Time management – structure but flexible to un foreseen issues that may need attending
- Disciplinary, aligning policy and procedures
- Monthly Area Meetings
- Monthly area competitions to encourage great controls and outstanding results
- Customer focus ‘in theatre’ service
Area Support Manager
Costa Coffee
2018.05 - 2019.01
- Multi - site management support including Stansted Airport site
- Overseeing turnover in excess of £50k per week
- Supporting team of over 30 staff, optimizing communication skills
- Implementing and setting goals, targets
- Training and recruiting
- Performing store checks, H&S, customer service and brand standard
- Budget, Labor, P&L checks
- KPI reporting
- 121 reviews, Personal development planning
- Time management
- Disciplinaries, aligning policy and procedures
Store Manager
Costa Coffee
2006.11 - 2018.05
- Sales driving, hitting daily targets, performing daily tasks
- Rotas, daily scheduling
- Banking, cashing up, till control
- KPI reporting, Stockade reporting, P&L reporting
- Team building, training, running incentives
- Quarterly business reviews, monthly 121’s, Personal development planning
- Customer service
- Headed management development project for south east region
- Team meetings, business updates
Education
A Levels -
Hertford Regional College
Broxbourne, UkSkills
- Strong, honest, ethical operational leader. Results driven individual and strong influencer of team successes.
- Process and Performance Improvement
- P&L Responsibility
- Operational Efficiency
- Risk Assessments, Safety and Security knowledge
- EHO, Health & Safety standards
- Strategic Vision
- Sales driving and implementation
- Motivational Leadership
- Manage Operations
- Performance Analysis
- Employee Performance Reviews
Additional Information
- 6 months pregnant with my second child - looking for a company to invest in me equally as much as i will invest in them.
- Mental Health First Aider
Timeline
Regional Operations Manager, Retail
YO! Sushi
2022.03 - 2023.09
Area Manager, Retail
YO! Sushi
2021.08 - 2022.03
Area Manager
Sushi Gourmet/Hana Group
2019.03 - 2021.07
Area Support Manager
Costa Coffee
2018.05 - 2019.01
Store Manager
Costa Coffee
2006.11 - 2018.05
A Levels -
Hertford Regional College
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