Dennis Sena
Boston
Summary
Dynamic professional with extensive experience in overseeing complex operational functions and implementing process enhancements to drive efficiency. Proven leadership skills foster team collaboration and consistently achieve organizational benchmarks. Expertise in strategic planning and resource management ensures optimal operational performance, aligning resources with business objectives for sustained growth. Committed to continuous improvement and innovation in all aspects of operations.
Overview
14
14
years of professional experience
Work History
Operations Manager
BlockbyBlock
Boston, MA
08.2023 - Current
- Led and coordinated activities of 9 shift supervisors and around 100 transit ambassadors to maintain high standards of transit services.
- Coordinated the identification and fulfillment of staffing needs, ensuring efficient transitions to high-priority locations.
- Designed and implemented strategic initiatives aimed at optimizing operational efficiency and minimizing costs.
- Delivered comprehensive training sessions to shift supervisors to enhance understanding of safety protocols, customer service standards, and operational procedures.
- Analyzed supervisor performance through monthly quality control audits and facilitated essential training programs to uphold operational excellence.
- Spearheaded implementation of innovative technologies to enhance operational efficiency.
- Oversaw scheduling and real-time updates for staffing in emergency situations, maintaining high levels of customer service and operational efficiency.
- Identified, trained, and developed future shift supervisors to strengthen operational efficiency.
- Promoted a collaborative and selfless atmosphere among shift supervisors to sustain morale during intense and stressful periods.
- Executed high-level performance in large-scale operations while demonstrating exceptional multi-tasking capabilities.
- Supervised daily activities, focusing on maintaining streamlined processes and strategic resource management.
Shift Supervisor
BlockbyBlock
Boston, MA
08.2022 - 08.2023
- Managed a team of 12-25 transit ambassadors, delivering comprehensive guidance and conducting performance assessments to optimize operational efficiency.
- Coordinated staffing strategies for transit ambassadors, prioritizing high-demand stations to maintain efficient service delivery.
- Led training initiatives for new hires to enhance team efficiency and service standards. Oversaw implementation of proper radio communication and SWA protocols. Championed adherence to safety protocols and exceptional customer service practices.
- Monitored and reported on performance metrics to enhance operational efficiency while providing positive feedback to elevate team morale.
- Managed escalated customer inquiries, fostering improved passenger satisfaction while maintaining rigorous customer service excellence.
- Coordinated communication efforts with management and operational control to relay essential updates to transit ambassadors, supporting seamless customer routing during service interruptions.
Transit Ambassador
BlockbyBlock
Boston, MA
03.2022 - 08.2022
- Guided passengers in accessing route details, completing ticket transactions, and effectively navigating the extensive transit system.
- Provided exceptional service in a professional manner, ensuring customer satisfaction during busy periods and challenging scenarios.
- Performed detailed safety checks on station elevators and escalators multiple times per hour, ensuring adherence to SWA standards and immediate reporting of maintenance issues.
Warehouse Worker
Mass Corps
Gardner, MA
06.2020 - 01.2022
- Achieved timely order fulfillment through effective processing and packaging of customer requests. Enhanced operational efficiency by optimizing inventory management practices. Contributed to improved customer experience by ensuring accurate order delivery.
- Executed loading and unloading of inventory using pallet jacks to ensure timely stock management.
- Executed daily inventory assessments and generated comprehensive reports to support operational efficiency.
- Implemented systematic sorting of items based on established organizational criteria.
Delivery Driver/ Sales
Waltham's Florist
Waltham, MA
03.2012 - 05.2013
- Organized and secured customer orders in delivery van, enhancing operational efficiency during transport.
- Assessed condition of floral arrangements and documented any damages for florist's attention.
- Coordinated transportation arrangements to customer residences, area hospitals, and funeral homes.
- Assisted in obtaining signatures for proof of receipt on wire service orders. Confirmed deliveries to ensure accurate processing of orders.
- Executed floral arrangement designs based on customer requests, contributing to a visually appealing retail environment.
- Managed the unpacking of floral shipments and systematically organized flowers in both workroom and cooler for optimal accessibility and freshness.
- Achieved high customer satisfaction by effectively managing merchandise pricing and organization. Enhanced store operations through a commitment to professionalism and superior hospitality. Strengthened team dynamics by promoting a welcoming environment for both customers and staff.
Education
Small Business Management Certificate -
Mt. Wachusett Community College
06-2018
High School Diploma -
Brighton High
Brighton, MA06-1997
Skills
- Large Scale Operation Manager
- Operations management
- Team leadership
- Cultural awareness
- Employee motivation
- Continuous improvements
- Work flow planning
- Employee relations and conflict resolution
- Customer service
- Proficient In Excel
- Proficient in Microsoft Office
Timeline
Operations Manager
BlockbyBlock
08.2023 - Current
Shift Supervisor
BlockbyBlock
08.2022 - 08.2023
Transit Ambassador
BlockbyBlock
03.2022 - 08.2022
Warehouse Worker
Mass Corps
06.2020 - 01.2022
Delivery Driver/ Sales
Waltham's Florist
03.2012 - 05.2013
Small Business Management Certificate -
Mt. Wachusett Community College
High School Diploma -
Brighton High