Paulina Larrain

Experience

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  Teavana

  Jan 2017 - Jan 2018

  Shift Supervisor

  - Developed effective customer engagement skills through upselling and increased sales- Collaborated with company leadership to improve systems and processes - Supervised approximately 15 team members and engaged in hiring, training, and development

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  Starbucks

  Jan 2018 - May 2019

  - Promoted to operations lead with full accountability for store operations including - Trained employees on the standard and excellence and diligently work with each individual to improve - Earned the award of Partner of the Quarter Award in December of 2018- Ensured that reserve experience was implemented daily for the impressionable customer experience- Managed product excellence from Princi Bakery and Reserve Coffee beverages- Developed innovative and creative monthly partner engagements resulting in increased business Show less

  • Commessa Ops Lead

    Aug 2018 - May 2019

  • Commessa

    Jan 2018 - Sept 2018
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  Target

  Jun 2019 - Dec 2020

  Executive Team Lead- Service and Engagement

  - Managed team of 80+ team members to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery, customer connection score all-time high YTD- Recruited, hired and managed utilizing HRIS system; Workday to engaged business needs; reduced attrition by 50%- Analyzed workload to prioritize and process high volume work to deliver on store sales goals and guest engagement; reached customer engagement all time high YTD- Engaged in consistent, meaningful development and personalized recognition and appreciation for each team member- Lead a culture of accountability through clear expectations and create talent pipeline for store promotions- Implemented a new system for customer check out that reduced wait times by 50% - Audited scheduling and managed multiple requests and deadlines across store departments and competing priorities to support peak traffic times, key holiday events and weekends.- Managed ad hoc employee and customer issues of varying degree in escalation. Show less

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  Paycom

  Feb 2021 - Aug 2021

  Transition Specialist Representative

  -Project manage and collaborate with internal and external teams to meet deadlines and deliver timely results within a 14–16-week window. - Execute client and employee/manager trainings on a weekly basis to train on Paycom product standards. -Manage several clients at once to implement Paycom’s HR products and software solutions; high attention to detail to meet deadlines.- Coaching clients, employees, and managers in the business on how to use the software, consistently met 98% usage score metric.- Advise businesses on best practices in State and Federal HR compliance with both internal tools and external resources.- Consult C level executives on how to get the best return on investment using Paycom’s software.- Analyze process improvements in client’s system, vision cast on how to use Paycom software for best ROI. Show less

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  Glossier, Inc.

  Aug 2021 - Jan 2022

  Associate Store Director

  - Accountable for $15,000 worth of inventory weekly, with net loss less than 2%.- Fulfill customer orders within company goal times at 3 minutes, current state is 2.5 minutes.- Strategize, create, and implement new processes to streamline retail stores with transportation and logistics HQ partners. - Partner and provide feedback to Store and HQ stakeholders to fulfill weekly sales and fulfillment goals for continuous improvement for current and future state. - Manage 50+ team members, with 13 direct reports, responsible for coaching and maintaining standards. - Gather data and problem solve any areas for improvement, staffing needs, fulfillment times or deliveries of products. - Maintain and follow team member recognition budget for monthly and quarterly events. Show less

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  Nomad Health

  Jan 2022 - Jun 2024

  - Manage up to 20+ team members, with 2 Team Leads and 8 team members, responsible for coaching, performance, and talent management. Additionally managed team member escalations; regarding payroll, timecards, and any other ad hoc questions-First operational role in the company that manages two teams, responsible for process improvement and creating baseline expectations for future roles.- Created and implemented sales scripts to close more offers and increase acceptance rate, resulted in an all-time high of 71% acceptance rate since 2021.- Deliver go-to-market (GTM) strategy to expand Allied Health professional's travel industry, resulting in 10% increase every quarter since launch of 2021.- Analyzed all customer feedback through Zendesk analytics and created reports with action items, resulting in a 50% data integrity increase for Allied Health operations.- Responsible for successful product launches, main stakeholder for Operations organization on Allied Health.- Collaborated with our in-house Clinical Excellence team, upheld rigorous clinical standards with clinician communication. Show less -Manage up to 20+ team members, with 6 direct reports, responsible for coaching, performance and talent management. -Drove process improvement across cross-functional teams, Account Management, Operations, and Clinical teams; results in a CSAT score of 86% YTD. -Collaborated, trained, launched and implemented new product enhancements; resulted in 80% increase in data integrity for the company. -Partnered with Senior Leadership to lead the strategic review and coordination of business plans to align with company expectations -Co-Lead Nomad Health’s first Latinx ERG; created company events and internal communication for engagement and recognition. -Designed and launched Quality Assurance training programs to team members; decrease downstream errors to cross-functional teams. Show less - Managed 30+ team members, with 4 direct reports, responsible for coaching, performance, and talent management.- Responsible for $30,000 yearly Learning and Development budget to ensure team engagement is high through learning programs, external development programs, and extrinsic motivation.-Create, manage and implement company policy SOPs across functional and ensure proper communication channels are updated accordingly. -Gather data and own data analysis for team functions; create dashboards and data reports for team updates, provide feedback to cross-functional peers with gaps in data reporting-Communicate, own and implement product and engineering bugs that impact the workflow of our team and customer impacts-Collaborate on cross-functional projects companywide; owned the implementation of new software for customer satisfaction survey, responsible to create financing and business case for it. Show less

  • Operations Manager, CCOM & CCO, Allied Health

    Sept 2023 - Jun 2024

  • Operations Manager, Client and Clinician Offers Management (CCOM)

    Dec 2022 - Sept 2023

  • Operations Manager, Clinician Communication Operations (CCO)

    Jan 2022 - Dec 2022