Dedicated operations manager demonstrating effective leadership in all aspects of the job. Excel at cutting costs and streamlining operations. Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers.
Highly effective and comfortable working with people at all levels in an organization. Offering an engaging and pleasant personality with expertise improving customer relationships. Fostering a strong balance in business objectives and customer service.
Instructed a group of 40-50 students with anatomic structures of the body.
Dissected and taught students on human cadavers
Taught students how to utilize their knowledge for their jobs and apply it to medical field.
Organized and was given ownership over grading and assignments.
Transitioned class to online programs to cut cost on testing material and paper to streamline grading and to allow students better access to content.
Provided value to the UVU anatomy program by building relationships that have allowed for expansion of the program into other science courses for a greater student experience.
Implemented centers of work in Click software for our field service technicians that saved the company nearly $4 million a year from service and gas costs.
This new process also improved our customer service by increasing the customer appointment time from 7 days to 3.5 days.
Managed a team of eight employees to analyze multiple aspects of the business such as our call centers and field service.
Created department with the guidance of our directors of field service to create essential reporting and analysis for multiple departments throughout the company to better our customer's experience and our utilization of our technicians
Created reports to show where we need technicians to live in specific markets and the ideal work schedules needed to accommodate our customer base in that market.
Managed a department between 80-120 call center representatives that dealt with specific customer scheduling and technician needs through Click software.
IVR implementation with analysis around key performance indicators and obtained a full understanding of call center metrics.
Assisted and collaborated with other managers to create and build processes to improve customer's experience while maintaining a budget.
Implemented and trained multiple other departments in Click software to ensure that customers were able to schedule an appointment in any department they contacted.
Decreased the personnel of the department to 40 representatives but opening up Click software and utilizing technician schedules to allow for other departments to be able to schedule appointments without issues.
Supported the scheduling manager with daily operational functions.
Developed new processes for employees to learn and grow within in the company by providing additional training over time to take over responsibilities of other departments. This also cut our turnover rate by over 30%.
Implemented goals for a team between six to eight to increase our production on the call floor.
Essential in assisting in restructuring scheduling department to increase productivity.
Transitioned from a CMS scheduling system to Click scheduling to automate and utilize the technician's schedule.
Worked with and trained multiple departments in the implementation of Click software.
Traverse Mountain Elementary School- mentor and provide additional help and practice for children that are behind on their work or struggling with specific subjects.
Builders without borders- Every year we go to Mexico to build full homes for people that are less fortunate or recently experienced a natural disaster.
Community youth leader- mentor and teach children that are 10-14 years old.
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