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Continuous Improvement Manager Resume Example

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CONTINUOUS IMPROVEMENT MANAGER
Summary

Results-focused Continuous Improvement and Call Center professional with strength in process improvements and training. Proactive leader with strengths in communication and collaboration. Proficient in leveraging customer service and focused knowledge to promote the best customer experience. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Skills
  • Process efficiency management
  • Analyzing business processes
  • Developing metrics
  • Training employees
  • Managing operations
  • Customer Service
  • Relationship Development
  • MS Office
  • Team Management
  • Operational Improvement
  • Process Improvement
  • Communications
Experience
Continuous Improvement Manager - American Hotel Register Company (Vernon Hills, IL)June 2018 - Current
  • Coordinated with leadership teams using practices on Continuous Improvement projects and activities.
  • Trained and mentored project leaders and discipline managers to drive culture change toward total quality mindset across production continuum.
  • Reduced Margin rate 50% for returns/credits in a 6 month by implementing new collaborative team to focus on reductions.
  • Collaborative efforts across teams to improve processes across all departments
Call Center Manager - American Hotel Register Company (Vernon Hills, IL)February 2015 - June 2018
  • Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
  • Automated office operations, managed client correspondence and tracked records.
  • Met with each associate to establish realistic monthly productivity.
  • Recruited, hired and trained 60+employees for customer care team
  • Kept associate equipment organized and maintained in order to optimize team efficiency.
  • Developed quality assurance standards and established targets for all staff.
  • Motivated and promoted team employees from within for key leadership roles.
  • Established strong and successful policies for employee actions and customer interactions.
  • Set and managed performance benchmarks for call center employees.
  • Reviewed employee performance every month and delivered constructive feedback to improve
  • Led team of 60+ customer service agents meeting customer service needs.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures across departments
  • Increased overall team efficiency and productivity.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Managed day-to-day operations, including supervision and assignment delegation for 60 member team.
Call Center Supervisor - American Hotel Register Company (Vernon Hills, IL)February 2005 - February 2015
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Motivated customer support team in monthly meetings to increase productivity and achieve goals.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Mentored new employees on systems and delivered constructive feedback to increase understanding of job duties.
  • Recruited and hired highly talented individuals with customer experiences to department, which increased efficiency of entire team.
  • Interfaced with various departments to communicated effectively using active listening, open-ended questioning and appropriate response skills.
Store Manager - Eddie Bauer (Vernon Hills, IL)June 1991 - February 2005
  • Oversaw inventory management with cycle counts, audits and shrinkage control.
  • Updated store pricing, signage and merchandising based on current promotions.
  • Increased profits by restructuring store layouts, enabling more efficient inventory management, financial planning and sales performance metric analysis.
  • Hired, trained and managed team of 20+ associates, including evaluating performance and enforcing disciplinary actions.
  • Processed shipments and maintained stock shelf organization.
  • Reorganized sales floor, changing product layout to optimize customer flow and improve product visibility.
  • Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
  • Trained 20+ person staff to deliver outstanding customer service and assistance.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Store of the Year
Education and Training
Bachelor of Science in Interior Design May 1991Southern Illinois University Carbondale, Carbondale, IL
High School DiplomaMay 1987Wenona High School , Wenona
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Resume Overview

Companies Worked For:

  • American Hotel Register Company
  • Eddie Bauer

School Attended

  • Southern Illinois University Carbondale
  • Wenona High School

Job Titles Held:

  • Continuous Improvement Manager
  • Call Center Manager
  • Call Center Supervisor
  • Store Manager

Degrees

  • Bachelor of Science in Interior Design
    High School Diploma

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