As Senior Operations Manager at Petrosoft, I oversee the Implementation, Price Book, and Accounting Support departments, leading metrics-driven initiatives that enhance the operational efficiency and customer satisfaction of our convenience store and retail clients. My role combines strategic oversight with hands-on project management, driving seamless deployment of SaaS products and custom hardware solutions for clients ranging from small businesses to large enterprises.Key Contributions:Team Leadership: Spearheaded a high-performing team responsible for end-to-end implementation, ensuring timely delivery and optimizing resource allocation across complex projects. Acted as a primary escalation point to address challenges and maintain project flow.Process Optimization: Established scalable, repeatable frameworks for onboarding, creating a streamlined, consistent experience for clients while enhancing internal efficiency. Fostered cross-functional collaboration to support continuous process improvements and drive KPIs that demonstrate clear value to clients.Client Success: Built and nurtured trust-based relationships as the primary client contact throughout onboarding. Facilitated knowledge transfer to ensure smooth adoption, guiding clients in maximizing operational efficiency and leveraging SaaS tools to reduce costs and improve workflows.Strategic Impact: Developed and tracked key performance indicators (KPIs) to measure success, showcasing the positive impact of our solutions on client outcomes. Collaborated with enterprise clients to integrate SaaS tools into their IT ecosystems, meeting their scalability and security needs.Passionate about continuous improvement and customer success, I focus on driving high standards of excellence within a dynamic SaaS environment, empowering our clients to achieve seamless integration and optimize profitability.

● Provided clear direction, set performance expectations, and conducted regular team meetings. ● Implemented strategies that reduced employee turnover by 25% within 12 months ● Managed customer relationships and event spaces, enhancing client satisfaction ● Trained, coached, and developed restaurant staff in service techniques, menu knowledge, and operational procedures.● Collaborated with the General Manager to develop and execute marketing initiatives that boosted monthly sales by 10% year over year.● Acted as a point of contact for customer inquiries and concerns, resolving issues promptly and enhancing overall customer satisfaction.● Led pre-shift meetings to communicate daily specials, service standards, and other relevant information to the staff.● Played a key role in menu development and updates, contributing to the restaurant's reputation for innovative and high-quality cuisine.