Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
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KIM H. ORTEGA

KIM H. ORTEGA

Operations Manager / Opticician
Newark,Ca

Summary

Dependable, loyal, goal oriented operations manager with strong commitment to developing & maintaining solid client base and employee satisfaction. Extensive experience in customer service, retail sales, and related support functions. Excel in influential communications- listening to the customer, resolving problems, & recommending products & courses of action. Expertly restore order from chaos, manage multiple tasks & projects simultaneously, & rise to the challenge of deadlines and pressure. Well liked by clients, customers, members,colleagues, and known as a fast learner who works hard, has drive & ambition, and has what it takes to do a job well. Professional Strengths Include: Customer Relationship Management Inventory Control/ Stock Ordering Staff Training, Development, & Supervision Procedures & Process Streamlining Special Sales/Retail Promotions Cost Containment Initiatives New Product Development Workplace Health & Safety Focus on Detail & Accuracy Diplomatic & Expeditious Problem Solving

Overview

43
43
years of professional experience

Work History

Optician

COSTCO WHOLESALE
Danville, CA
07.1997 - Current
  • Provide ophthalmic sales, dispensing, and related services to members and serve as Informational resource for member’s eyewear needs
  • This includes responsibilities for quality service, demonstrating in-depth product knowledge, providing style advice, resolving members' complaints, improving member satisfaction, and dispensing spectacles and contact lenses
  • Cooperate with other staff members both within and outside department in accomplishment of own job duties as well as assisting others in accomplishing theirs
  • Identify and resolve member satisfaction and retention barriers
  • Assist in building strong member following and consistently deliver exceptional experience in order to exceed service, sales expectations, and KPI benchmark goals
  • Consistently exceed and/or meet all benchmarks and KPIs
  • Developed strong relationships with new and existing members to build and maintain strong member following
  • Received numerous compliments and positive feedback regarding full eyewear selection and buying experience

Volunteer

ACLU, HRC, Moms Demand
Dublin, CA
01.2016 - Current
  • Volunteered with groups and organizations to help make measurable differences for program recipients.
  • Volunteered for various socially conscious organizations: ACLU, Human Rights Campaign, Mom’s Demand, etc
  • Volunteered several times per week to stay productive during pandemic safety protocol restrictions and shutdowns
  • Gained additional knowledge of communication, teamwork, problem-solving, leadership, enthusiasm, and how to be more conscientious and skilled public servant
  • Duties included writing 50 + letters or postcards per week thanking voters in regions with low voter turnout and posting information through various social media channels
  • Used strong interpersonal communication skills to convey information to others

Store Manager of Operations

PANDORA JEWELRY
Pleasanton, CA
04.2018 - 12.2018
  • Know everything about product, immerse into Brand and culture, and take pride in providing every guest with best-in-class customer experience
  • Constantly looked to hire and develop top talent, while maintaining focus on excellent sales results
  • Whether it be learning new merchandise collections, developing strong client base or strengthening store operations, working with beautiful products and amazing people that challenge, inspire and develop them daily
  • Proven leadership skills and ability to communicate effectively with all levels within organization
  • Strong business acumen with ability to confidently analyze selling reports and speak to store’s business
  • Built high performing selling environment that is committed to exceeding customer’s expectations and delivering highest level of customer service at all times
  • Results driven leader with ability to inspire and create highly collaborative selling environment
  • Fostered inspiring environment for learning, and supported ongoing development of store team
  • Implemented action plans to improve key performance indicators to maximize business
  • Ensured desired brand philosophy and experience is being fostered through customer interactions
  • Demonstrated ability to recruit, coach and develop
  • Mentored, led, and encouraged team that is accountable for store results and consistently achieves key store metrics
  • Hired, trained and inspired best-in-class sales team
  • Built network of qualified talent within community to fill open positions
  • Recognize performance through “in the moment” coaching

Store Manager

SOLSTICE MARKETING CORPORATION SAFILO
San Francisco
12.2014 - 02.2018
  • Delivered financial goals both in top-line sales and cost control
  • Model and led store selling and service efforts, ensured personal goals are met, while driving and owning store sales, productivity and mystery shop results
  • Took ownership of store’s results; continuously analyzed and reported on business, identified wins and opportunities, set goals and created effective action plans
  • Ensured operational excellence, including but not limited to, inventory control, loss prevention, opening/closing procedures, merchandising, safety, time and attendance, and visual; delegate, directed and prioritized tasks, as needed
  • Built strong and productive team via effective recruiting, interviewing and selection
  • Led supervision, training and development of team to drive results and grow and maintain selling, service and product knowledge skills; coached and guided employees. Communicated to DM, RM, Loss Prevention and/or
  • Human Resources, to address questions and concerns in timely manner related to employee relations, unsatisfactory performance and policy violations
  • Stayed up to date with Corporate communication; ensured store team is kept informed through Management team’s partnership
  • Daily Focus/Communication Binder, touch bases, store meetings etc
  • Created and promoted strong business relationships with vendors, mall management and local businesses; generated productive monthly events, in-store and/or within community
  • Provided feedback and suggested to DM and RM related to store, customer and/or market needs
  • Owned personal development; actively listened and accepted feedback, direction and guidance
  • Consistently ranked top 5 in company for percentage of increases in $ gain, % gain, transaction gain, conversion gain, other measurable KPIs starting first month as Store Manager
  • Was nominated manager of the month, quarter, and year
  • Achieved #1 increase & highest year end EBITA of company in far exceeding expectations.

Assistant to the CEO/President

SHIBATA FLORAL CO.
San Francisco, CA
03.2004 - 06.2004
  • Accepted newly created temporary position after meeting with CEO during 4-day interview that included travel to Southern California to survey LA operations
  • Multifaceted role touched several core business disciplines from sales and marketing through customer service, team leadership and training, inventory control, new product development, and profit improvements
  • Restored confidence of clients including buyer who previously contributed $500+ /week (wholesale) to bottom line
  • Citing irreconcilable differences with owner, buyer was resistant to reversing decision yet responded positively to re-open lines of communication
  • Mediated steadily between both parties to resolve areas of retention
  • Buyer returned to Shibata and preferred product(s)
  • Improved worker safety and related injury by enforcing strict CAL-OSHA standards: re-organized storage cooler areas, re-located break areas to more sanitary surroundings
  • Reversed employee turnover and strengthened retention rates by encouraging CEO to adopt “worker-friendly”, non-confrontational management style

Optical Retail Manager

Lenscrafters
Newark, CA
08.2002 - 05.2004
  • Managed the operation of Optical Services with emphasis on dedication to customer service goals, & implementing policies & procedures that reflect the visions of LensCrafters
  • Motivate a 35-person team to focus & become empowered to resolve problems
  • Collaborated with the Doctors of Optometry, Lens Fabrication Manager, & Facility
  • Eye Clinic Supervisor with their ongoing service improvement efforts; this included responsibilities for quality services, resolving patient complaints, improving patient satisfaction, & dispensing spectacles
  • Familiar with many insurance policies including but not limited HMOs & PPOs
  • Recruit, trained, & supervised employees for all departments while adhering to & enforcing all company procedures & safety requirements
  • Team participated & won intra district competition regarding bottom line sales profits during the sluggish Christmas season
  • Handled additional duties including administrative & deposited daily cash sales to the bank

Licensed Optician Manager

COSTCO WHOLESALE
Danville, CA
07.1997 - 07.2002
  • Hired as Optician in ancillary wing of Costco Warehouse in Danville, Ca
  • Provided ophthalmic sales, dispensing, and related services to members and served as informational resource for member’s eyewear needs
  • This included responsibilities for quality service, resolving members' complaints, improving member satisfaction, and dispensing spectacles and contact lenses
  • Cooperated with other staff members both within and outside department in accomplishment of own job duties as well as assisting others in accomplishing theirs
  • Identified and resolved member satisfaction and retention barriers
  • After one year, promoted to Optical Manager for Richmond, Ca
  • Location
  • Relocated to open Richmond Warehouse for preparation of optical department for Grand Opening
  • Managed staff including interviewing, hiring, training, disciplining, evaluating, counseling, and terminating with approval of Warehouse Manager, and in conformance of EEO goals, personnel policies, and performance standards
  • Provided support and guided staff through delegations of task, staff assignment, and performance reviews
  • Trained and educated staff regarding approved policies and procedures, and all of OSHA requirements
  • Monitored product quality to meet
  • American National Standards Institute (ANSI) and ensured that product turnaround time has been met
  • Addressed and resolved member complaints and inquiries for information; constantly evaluating ways to improve member satisfaction and retention
  • Maintained supply levels to meet needs of department and within budget boundaries
  • Participated in setting of revenue targets and cost containment controls, reviewing with Regional Optical Manager for compliance
  • Provided reports within established time frames designated by Regional Optical Manager and Warehouse Manager
  • Served as supportive team member of Costco Warehouse Management Team in providing caring, efficient, and quality services to members
  • Exceeded sales goals for 12+ consecutive months
  • Maintained top 5% sales in district, thus increasing profit margins each fiscal year
  • Achieved #1 ranking within region and company standing for largest percentage of anti-reflection benchmark add-on sales
  • Controlled shortages and inventory, exceeding company standards
  • Provided timely responses and business solutions to member inquiries to ensure business retention
  • Inventory Control, Shrinkage, and Store Audits all at above company ratings
  • Motivated & trained employees to become American Board of Optician Certified (ABOC) and California State Licensed Opticians
  • Achieved 100% department goal for staff certification within 1 year, exceeding company standard of 25%
  • As Optician: After 3 months of employment, assumed role of interim manager and staff leader when Optical Manager abandoned position
  • Created positive yet hard-driving environment
  • Received multiple written letters of commendation by members and two letters of appreciation from Regional Vice-President
  • Performed responsibilities with efficiency and productivity, named “Employee of the Month” twice in 1998 for months of August and September
  • Promoted to Optical Manager within 1 year of employment
  • As Optician: Responsible for selling, fitting and dispensing eyewear, preparing work orders for optical laboratories
  • Take pride in providing world-class service and welcoming store atmosphere to members by treating them with respect, listening and understanding their needs, providing transparency in pricing and teaching about good eye care health
  • Maintain visual merchandising according to Brand and Company Standards.

Education

Bachelor of Science - Business & Psychology

SAN JOSE STATE UNIVERSITY
San Jose, CA

CALIFORNIA STATE OPTICAL LICENSURE - undefined

Skills

  • HIPAA Compliance
  • Insurance Knowledge
  • Corrective lens options
  • Children's eyewear
  • Progressive lens types
  • Insurance Verification
  • Conducting fittings
  • Managing repairs
  • Verifying prescriptions
  • Insurance approvals
  • Operations support
  • Team collaboration

Additional Information

  • Organization & Workflow Management: Successfully settled staff unrest after the department manager left unexpectedly. Assumed role of staff mentor & trainer to enhance the knowledge base of subordinates. Revamped scheduling to achieve more equitable mix of skills that allowed for personal flexibility, while meeting the demands of peak customer periods. Commended by management and team members alike for ability to meet the challenges of high-pressure, fast-paced environments. Sales and Communication: Translated and communicated sales policies, conflict-resolution techniques, and important occupational health and safety issues to staff. Developed outstanding relationships by individualizing and nurturing loyal/regular clients/members, remembering pertinent facts from previous sales and/or communications. Spearheaded several small-scale promotional competitions that involve proactive employee and customer involvement, encouraging repeat business, and building business goodwill. Consistently ranked top 10 for sales within the region & exceeded sales objectives; top 5% for benchmark sales within the company. Identified underlying tensions negatively impacting the work environment. Mediated conflicts between disgruntled members and staff that, when resolved, infinitely improved staff demeanor and productivity.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten

Timeline

Store Manager of Operations

PANDORA JEWELRY
04.2018 - 12.2018

Volunteer

ACLU, HRC, Moms Demand
01.2016 - Current

Store Manager

SOLSTICE MARKETING CORPORATION SAFILO
12.2014 - 02.2018

Assistant to the CEO/President

SHIBATA FLORAL CO.
03.2004 - 06.2004

Optical Retail Manager

Lenscrafters
08.2002 - 05.2004

Optician

COSTCO WHOLESALE
07.1997 - Current

Licensed Optician Manager

COSTCO WHOLESALE
07.1997 - 07.2002

Bachelor of Science - Business & Psychology

SAN JOSE STATE UNIVERSITY

CALIFORNIA STATE OPTICAL LICENSURE - undefined

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KIM H. ORTEGAOperations Manager / Opticician