Faridah Bori

Results-oriented operations manager with more than five years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Work History 2019-05 – Current 2019-05 – 2019-11 L1 Customer Support Engineer Crossover, Remote Communicate effectively and professionally with customers while utilizing technical experience and knowledge to resolve issues to reach high-quality service. Resolve or elevate tickets and calls using Zendesk. Learn new products continually. Be well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management. Operations Manager Sephora, Atlanta, GA Ensured execution of all operations-focused processes for the store, completing them per company standards. Supported efforts to ensure that the store shrink was within company standard and below store goal of .1%. Maintained store's budget and ensured that all supplies were being ordered weekly while remaining under budget. Maintained and executed cleaning programs, fixture/promotional marketing updates, and store inventory levels per company standards. Prepared and tracked outbound and inbound shipping. Managed RTV ("Return to Vendor") and obsolete products in accordance to company policy. Monitored stock room cleanliness and general organization. Created projects for the store and executed them fully, ensuring that they remained within budget and on time while being compliant with all environment, safety, and maintenance requirements/documents per company standards. Managed the inventory of the store including shipping, receiving, and returning merchandise, cycle counting and ensuring that all processes were completed within company guidelines and timeframes. Acted as a role model by demonstrating excellent client service and maintaining objective and professional relationships with brand partners, key stakeholders, peers, direct reports, and supervisors. Validated that all store operational issues were being reported, resolved and escalated. Proactively identified risks, communicated them to directors and came up with resolution strategies and contingency plans. Understood store goals, opportunities and trends, ensuring that store employees were aligned with each. Regularly acted as the Client Experience & Logistics Leader within the store supervising 12 employees, encouraging their development and cultivating a positive work atmosphere. 2018-10 - 2019-05 Color Consultant Celebrated beauty with clients and shared product knowledge as appropriate. Provided expert paid makeup services, touch-ups, and skincare consultations. Continued product training plan in order to remain an expert in makeup trends, application and special events within the store. Participated in operations activities such as inventory control, loss prevention programs to reduce shortage, compliance with sampling policies and procedures, and maintaining store cleanliness standards and welcoming store environment Managed time effectively in consultations and services to follow through on scheduled appointment times and effective servicing of clients walking in without a paid service booking Asked curious questions and listened to clients to determine their needs and suggest products that meet those needs base on your expertise Assisted in other areas of the store if requested/necessary, such as the cash wrap Demonstrated Sephora values of Passion for Client Service, Innovation, Expertise, Work-Life Balance, Respect for All, Teamwork, & Initiative. 2017-03 - 2018-10 Operations Consultant Processed daily damages, testers and known theft product and organization backstage per company standards o Ensured all shipment is executed on stage and/or backstage in a timely manner O Accepted all shipment boxes per company procedure O Checked in all visual elements and communicate missing/ damaged pieces to Operations Lead o Maintained and organize backstage as needed 2015-02 - 2016-12 Store Operations Lead LUSH COSMETICS, Atlanta, GA Took responsibility for troubleshooting the internet in case of any issues Manually rang through transactions and trained staff on how to handle manual transactions Understood Cost of Goods, how to find it in the Retail Detail, and how to effect it to maintain shop profitability Placed and received orders in DAX three times a week, ensuring that items always remained in stock but did not exceed maximum stock levels Maintained accurate inventory quantities in DAX by completing inventory counts according to schedule, investigating variances, and receiving orders the same day that they arrived in store Audited losses in the shop using all LUSH loss prevention tools Ran a profitable business and used relevant Operations and Profit reports to measure success and capitalize on opportunities 2015-02 - 2016-12 Floor Leader Delegated the completion of the hourly reads and communicated hourly results to the team Delivered and delegated chat-ins and chat-outs with every staff starting or ending a shift Had a helicopter view of the shop floor and made observations on how to impact the sales floor Prioritized the importance of tasks, customer experience and staff support and coaching Assessed what needs to be delegated to who in the shop Kept the energy in the shop brand appropriate through motivation, support and appropriate music Popped into every customer interaction and added value to the customer's experience by using the 3 B's (Branding, Building, Banking) as a guideline Utilized downtime for activities that further the brand and customer experience such as on-the-floor training and development, traffic driving etc. Provided staff with feedback, coaching and follow-up on a regular and in-the-moment basis using the LUSH tools provided in the Floor Leader Development Toolbox 2015-01 - 2015-02 Store Trainer Lush Cosmetics, Atlanta, GA Actively used and explored the Training Resource of the hive in order to train new hires in preparation for being on the sales floor Used provided training packs to train staff on all upcoming campaigns or product launches Identified shop needs and opportunities using quizzes and staff meetings Used these to prioritize additional trainings on the floor during down time based on individual staff needs Held a group training session for seasonal staff with other stores in Georgia to ensure that all new staff was prepared for the holiday season 2014-10 - 2015-02 Senior Sales Associate Lush Cosmetics, Atlanta, GA Perform all the duties required by a Sales Associate Demonstrate accuracy in ringing and cash handling with the ability to accurately open and close the tills to +/- $2 on a consistent basis Successfully meet store requirements outlined in the opening and closing procedures Investigate variances in cash drawers Write effective and motivating Daily Dirts to prepare staff for each day on the sales floor Have good organizational skills and be able to coach other employees on operational procedures 2014-06 - 2014-10 Sales Associate Lush Cosmetics Atlanta, GA Greeted customers immediately upon them entering the store and executed excellent customer service using the Essential Components of selling Had awareness of the store's goals each hour and communicated with management on how to achieve them Had awareness of the store's campaigns, and communicated them with customers Operated the cash till, requesting and receiving payments from customers Checked stock of product and insured proper stock levels and rotation Maintained proper visual displays, and store standards as per the visual guide and store management Education 2019-08 - 2015-05 Georgia Institute of Technology - Atlanta, GA 2010-05 High School Diploma North Carolina School of Science and Mathematics - Durham, NC