Customer Operations Supervisor Resume Example
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CUSTOMER OPERATIONS SUPERVISOR
Professional Summary
An enthusiastic leader with 12+ years of experience planning, leading and improving organizational performance. Focused on motivating staff and working with diverse personality types through the improvement of relationship-building, culture, and organizational performance to drive improvements. Innovative Management Specialist dedicated to advancing all areas of operations and business administration. A driven leader with a proven record of accomplishment of enhancing operations by conducting in-depth analyses and implementing changes yielding impactful results. Talented at developing strategies and communications to help businesses reach and engage target audiences.
Skills
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Work History
12/2018 to Current
Customer Operations SupervisorFanduel – New York , NY
- Work directly with Customer Operations and Warehouse Operations Managers to brainstorm, discuss strategies, and mitigate productivity and performance issues.
- Enhance operational efficiency and productivity by applying Lean Specialist's skills to effectively manage budgets, scheduling, training, attendance, and employee engagement.
- Monitors employees' day-to-day activities, their strengths, make plans to rectify issues and initiate mentoring programs resulting in improved performance and areas of weakness.
- Oversee efficiency of account management and professional growth that generate millions in revenue, retain existing clients, and bring in new clients.
- Drive year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Track and analyze profitability and key metrics of third-party logistics (3PL) establishment to improve overall profitability and bring in new clientele.
- Coordinate Kaizen leadership workshops to educate team members on best practices to optimize productivity and lead to significantly increased staff retention rates.
- Promote positive customer experience through day-to-day supervision and management of the third-party logistics facility.
- Implement innovative programs, including professional development programs to increase employee loyalty and reduce turnover.
- Develops and implements a high-quality work environment as measured through employee satisfaction ratings.
- Schedule and track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handles problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacts well with employees, executive leadership, clients, and customers to build connections and nurture relationships.
- Manage, train, and motivate Client Service Specialists and Customer Operations Leads to continuously improve knowledge and abilities in the Healthcare field.
10/2012 to 12/2018
Senior Training CoordinatorAdaptive Biotechnologies – Seattle , WA
- Facilitated core curriculum learning programs (including soft skills or other training initiatives) for specific business units using a variety of delivery methods to promote learning transfer.
- Assisted with creating curricula, written tests for various types of training courses, design and development, and implementation of new learning programs and training initiatives such as online modules, interactive software, language labs, and online programs, assuring continuous training to employees to promote long-term excellence.
- Administered course evaluations and assigned learner course completions through the Learning Management System.
- Communicated daily and weekly on class/student progress to the business.
- Ensured proper tracking in newly created databases of all students' and instructors' attendance, scores, and overall performance.
- Appropriately allocated resources, budgets, inventories, training support, and team building materials to increase overall productivity.
- Analyzed company training methods and adjusted accordingly to rectify issues, increased efficiency, and exceeded training goals, resulting in employee retention and long-term performance excellence.
- Provided recommendations to executives on best practices for employee growth, productivity goals, and employee retention, consistently helping companies achieve operational goals such as performance improvement, employee engagement, employee retention, increased efficiency, and increased productivity.
- Built and sustained positive relationships with executive leadership, clients, and colleagues.
04/2008 to 10/2012
Assistant Call Center ManagerNorc At The University Of Chicago – Pittsburgh , PA
- Assisted the Call Center Manager with day-to-day operations, business planning to ensure the staff's operational efficiency and delivering a superior client experience.
- Accountable and provided support to the call center supervisors, customer care representatives, call center manager, and clients.
- Assisted with the development and implementation of various operational practices that established positive relationships with the client, employees, and promoted high levels of employee morale.
- Assisted the Call Center Manager with compliance and reporting for the call center operations, including call volume forecasted hours versus actual hours.
- Organized focus groups for feedback for future employment development.
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
- Evaluated employee performance daily and conveyed constructive feedback to improve skills.
Education
08/2014
Master of Science: Business Administration
Argosy University - City, State
Argosy University - City, State
- Graduated with 3.70 GPA
Expected in 05/2021
Ph.D.: Doctor of Philosophy in General Psychology
Grand Canyon University - City, State
Grand Canyon University - City, State
Emphasis in Industrial and Organizational Psychology
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Resume Overview
School Attended
- Argosy University
- Grand Canyon University
Job Titles Held:
- Customer Operations Supervisor
- Senior Training Coordinator
- Assistant Call Center Manager
Degrees
- Master of Science : Business Administration
Ph.D. : Doctor of Philosophy in General Psychology
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