Sarah Pelham
Operations Manager- People And Processes
Bangkok
Summary
Self-starting Operations Manager with 15+ years of cross-industry leadership experience across hospitality and international education. Skilled in building people-centered systems, strengthening team culture, and improving operational efficiency across multicultural environments. Currently overseeing People & Process operations for an international school in Bangkok, driving onboarding improvements, vendor compliance, health & safety standards, and cross-department communication clarity.
Overview
8
8
years of professional experience
Work History
Operations Manager
ELC International Schools
Bangkok, Thailand
01.2023 - Current
- Led brand consistency and guest experience initiatives across multiple restaurant concepts, increasing guest satisfaction scores by 20–30%.
- Produced digital and in-house content aligned with each venue’s mission and culture, improving engagement and repeat traffic by 15–25%.
- Supported managers and frontline staff during COVID through morale, communication, and operational clarity strategies, helping retain key staff and maintain service continuity with minimal turnover.
- Guided cross-functional alignment during uncertain operating periods, enabling teams to maintain 95%+ service delivery consistency despite restrictions.
- Participated in marketing strategy and guest-engagement planning, contributing to a 10–20% uplift in return customers and brand loyalty metrics.
- Streamlined workflows by identifying bottlenecks and redesigning processes, reducing operational delays by 25–30%.
- Reduced operational costs through process improvement and resource reallocation, achieving 10–15% savings without compromising service quality.
- Implemented customer feedback mechanisms across venues, increasing actionable insights and informing improvements that drove higher guest retention and brand trust.
General Manager- Multi Location
Sushi Deli Inc
San Diego County
07.2017 - 11.2023
- Cultivated strong relationships with clients, vendors, and partners, contributing to higher contract renewals and long-term loyalty across multiple locations.
- Monitored financial performance, set budgets, and controlled expenses, improving cost efficiency by 10–15% while maintaining service quality.
- Managed operations for three high-volume locations, overseeing staff training, scheduling, and performance evaluations that improved productivity and service consistency by 20–30%.
- Oversaw vendor relationships, inventory controls, and quality compliance, reducing waste and shortages by approximately 15–20%.
- Implemented SOPs that streamlined workflow and improved service delivery and employee accountability, reducing operational bottlenecks by 25%.
- Led hiring and onboarding practices that increased retention rates and role clarity, reducing turnover by 15–20%.
- Balanced people leadership with execution of operational targets, ensuring consistent performance outcomes across all locations.
Marketing & Operations Support
Good Times Design Group
San Diego, California
03.2019 - 09.2023
- Led brand consistency and guest experience initiatives across multiple restaurant concepts, increasing guest satisfaction scores by 20–30%.
- Produced digital and in-house content aligned with each venue’s mission and culture, improving engagement and repeat traffic by 15–25%.
- Supported managers and frontline staff during COVID through morale, communication, and operational clarity strategies, helping retain key staff and maintain service continuity with minimal turnover.
- Guided cross-functional alignment during uncertain operating periods, enabling teams to maintain 95%+ service delivery consistency despite restrictions.
- Participated in marketing strategy and guest-engagement planning, contributing to a 10–20% uplift in return customers and brand loyalty metrics.
- Streamlined workflows by identifying bottlenecks and redesigning processes, reducing operational delays by 25–30%.
- Reduced operational costs through process improvement and resource reallocation, achieving 10–15% savings without compromising service quality.
- Implemented customer feedback mechanisms across venues, increasing actionable insights and informing improvements that drove higher guest retention and brand trust.
Education
Bachelor of Science - Business Management
National University
San Diego, California 04.2001 -
Skills
Operations Leadership & Scaling
Cross-Cultural Team Coaching
People & Culture Development
Onboarding & Offboarding Systems
Vendor & Contract Management
Process Improvement & Compliance
Staff Training & Safeguarding
Health, Safety & Hygiene Standards
Policy Development
Crisis & Change Management
Accomplishments
- Reduced onboarding processing time by creating unified digital intake and registration systems.
- Strengthened interdepartmental clarity during onboarding/offboarding workflows.
- Established ECOLAB-aligned hygiene and sanitation compliance standards.
- Standardized vendor tracking and service-level accountability.
- Co-led emergency planning updates and staff safety training.
Additional Information
Working abroad in Bangkok has allowed me to collaborate with colleagues from a wide range of cultures and perspectives, strengthening both my leadership approach and communication style. I thrive in team environments where shared ideas drive better outcomes and I enjoy learning from others to build trust and alignment. I bring curiosity, respect, and adaptability to cross-functional work, and I am passionate about people, relationship-building, and growing alongside an organization. I am eager for new challenges that allow me to contribute, develop, and support meaningful work across departments and stakeholders.
Timeline
Operations Manager
ELC International Schools
01.2023 - Current
Marketing & Operations Support
Good Times Design Group
03.2019 - 09.2023
General Manager- Multi Location
Sushi Deli Inc
07.2017 - 11.2023
Bachelor of Science - Business Management
National University
04.2001 -