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director of concierge operations resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Knowledgeable professional with over 10 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Skills
  • Team Building
  • Organizational Skills
  • Conflict Resolution
  • Microsoft Office
  • Operations Oversight
  • Leadership Training
  • Policy Development and Enforcement
  • Resource Allocation
  • Focus and Follow-Through
  • Employee Motivation
  • Staff Development
  • Customer Service Management
  • Process Improvements
  • Budget Control
  • Cost Reduction
  • Critical Thinking
  • Planning & Organizing
  • Relationship Building
  • Data Management
  • Supervision & Leadership
  • Training & Development
Experience
Director of Concierge Operations, 12/2019 - 08/2022
 Aktiebolaget Electrolux – Lancaster, TX,
  • Review, analyze, and evaluate business procedures and make changes according to company needs
  • Collect feedback with the purpose of improvements in service and processes
  • Critical judgement skills
  • Ensure compliance
  • Responsible for cost cutting measures
  • Responsible for department budgeting
  • Create policy and procedures
  • Responsible for creating the standard for the customer experience
  • Manage and coach operation managers and customer care supervisors
  • Work closely with COO to create and implement better business practices
  • Launch multiple call centers via on site and remote locations Manage and onboard implementation of new clients
  • Closely work with departmental executives of new clients to ensure company meets client needs
  • Closely work with Product and Development Executives to ensure all technology implementations are working effectively and efficiently
  • In charge of overall performance of Concierge Operations

Communicated clearly with coworkers to stay on top of operations needs.

  • Planned programs of events or schedules of activities.
  • Oversaw workforce schedules and allocated resources in order to achieve project goals.
  • Interviewed and hired associates to fill staff vacancies.
  • Delegated work to staff, setting priorities and goals.
  • Trained workers in company procedures or policies.
Operations Supervisor, 03/2017 - 12/2019
 Farmers – Bowling Green, OH,
  • Manage operational functions of call center
  • Manage and evaluate Key Performance Indicators for call center operations
  • Create and implement Standard Operating Procedure
  • Manage hiring process and scheduling for call center
  • Ensure that all customer care representatives are trained in all operational tasks for Pharmacy operations
  • Closely work with Pharmacist Supervisors to ensure that customer care reps and pharmacist reps are working effectively
  • Lead meetings to communicate goals and company expectations
  • Built strong operational teams to meet process and production demands.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Developed work plans and schedules for employees to facilitate adequate staffing for service requirements.
  • Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
  • Engaged employees to create safe, energetic work environment through feedback and recognition.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
Call Center Supervisor, 02/2015 - 03/2017
 Valley Health Services – City, STATE,
  • Valley health system of ridgewood
  • Manage and coach call center representatives
  • Oversee telecommunication functions for multiple locations
  • Create and implement Standard Operating Procedure for training
  • Manage workflow and customer escalations
  • Train call center representatives to manage customer complaints
  • Monitor team success on an ongoing basis
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Delivered constructive call process feedback.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Interfaced with cross-functional support groups to manage daily operations.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
Education and Training
High School Diploma: , Expected in 06/1991
-
Montclair High School - Montclair, NJ
 GPA:
Status -
: , Expected in
-
- ,
GPA:
Status - paralegal studies: livingston, nj skills Adaptable and organized Administrative, Customer Service & Sales Professional. Expertise involves office administration, billing, collections, recordkeeping, customer service.

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Resume Overview

School Attended

  • Montclair High School

Job Titles Held:

  • Director of Concierge Operations
  • Operations Supervisor
  • Call Center Supervisor

Degrees

  • High School Diploma

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