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Director of Corporate Operations, Customer Service Team Resume Example

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DIRECTOR OF CORPORATE OPERATIONS, CUSTOMER SERVICE TEAM
Summary

Goal-oriented professional, possessing strong communication and interpersonal skills. Effective critical thinking, organizational and process improvement experience. Strong work ethic with demonstrated success in both teamwork and individual situations. Strengths include behavioral analysis, customer experience, and continuous improvement strategies. Motivated [Job Title] focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.

Skills
  • Microsoft Word, Excel, Outlook and PowerPoint. Experienced in Adobe Acrobat editing and Microsoft Power Apps.
  • Adobe Acrobat, Protocols
  • Automate, Radio
  • Basic, Recruiting
  • Benefits, Reporting
  • Benefits administration, Retail
  • Coaching, Risk Assessment
  • Hardware, Safety
  • Continuous improvement, Sales
  • Council, Statistics
  • Credit, Structured
  • Customer Relations, Tax
  • Customer Service, Teamwork
  • DC, Phone
  • Editing, Trainer
  • Email
  • Human Resources
  • HR
  • Inventory
  • Leadership
  • Legal
  • Marketing
  • Market
  • Materials
  • Messaging
  • Access
  • Excel
  • Mail
  • Office
  • Outlook
  • PowerPoint
  • Microsoft Word
  • PCI
  • Performance Appraisal
  • Performance Appraisals
  • Personnel
  • Process Re-engineering
  • Process Improvement
  • Processes
  • Program Evaluation
  • Client engagement
  • Business writing
  • Sales
  • Training and Development
  • Corporate processes and procedures
  • Credit card payment processing
  • Report generation
  • Retail sales customer service
  • Process optimization
  • Adaptive team player
  • Microsoft Office expertise
  • [Industry] regulations knowledge
  • Project management abilities
  • Senior leadership support
Experience
Director of Corporate Operations, Customer Service Team | 02/2020 to Current
FKA Big R Stores - Watseka, IL
  • Direct report to VP of Corporate Operations and Inventory.
  • Manage, -Responsible for all customer-facing channels – social media, phone, email, eComm (BOPIS) -Improved response time to inquiries from 7 days to 48 hours Manage all Company Communications (WSCs, FFs) -Improved process for collecting and releasing all pertinent company directives/information -Improved send times by 2 days and limited follow-up through continuous improvement efforts with all parties Manage Company Supplies and Inventory -Improved response time with partner supplier -Altered process for adding pertinent items to approved lists Manage Mastercard Program and Team -Oversaw 25 Champions to assist in training, new promotions and competitions to grow/expand program -1st year, improved program by 600% -2nd year, grew program by additional 50% -Partnered with Marketing to add more channels to reach customers, expanding on in-store print signage to email, mail, radio, and intercom marketing efforts -Implemented customer appreciation event Manage Safety and Compliance -HazMat Program -Found outside vendor to pickup hazardous materials -Created training program for safe handling and emergency procedures in event of spill or contamination -Powered Equipment Program -Created in-house training program and Train the Trainer program, adding qualified trainers to each store location(25) and DC(3) -Worked with Facilities Manager to create preventive maintenance protocols minimizing downed equipment and cutting maintenance costs -Added training certifications process to automate certification renewal process and digitized records for ease of use -PCI Compliance/audit -Implemented strict guidelines for on and off-boarding and removal from critical systems -Updated security access across levels of employee to restrict access accordingly -Conducted quarterly and annual audits to ensure procedures are being followed across locations – providing coaching as necessary to HR personnel -Emergency Procedures Program -Created evacuation routes and emergency procedure protocols for all emergent scenarios -Responding to OSHA violations/fine mitigation -Investigated and responded to OSHA Complaint, mitigating 15k fine for company -Proactively redesigned all mezzanines to adhere to OSHA guidelines for potential falling objects hazards as a result of initial OSHA investigation complaint -Trained Store Management on how to properly handle OSHA Complaints and Inspections in future Manage Licensing (hunting, fishing, trailer) -Responsible for new store licensing and license renewal with States -Assisted with customer application processes and hardware requirements/technical difficulties Manage Training and SOPs/Process Improvement -Created on-boarding program to cover safety, customer engagement training, systems training, PIT, hazmat, emergency procedures, company history/core values/mission, etc -Worked with Third Party HR Group to assist in Employee Handbook overhaul, added this to on-boarding -Trained HR staff on new protocols and helped with global integration across stores, DCs and corporate offices Manage Document Warehouse and Intranet Communications and Tasking Partnered with HR to oversee on-boarding overhaul -Served as Operations Business Partner for HR group -Trained HR Field-Liaisons on employee intake and termination processes -Assisted in development of Sexual-Harassment training in line with new State Regulations Partnered with Marketing to design new Loyalty Program, leveraging existing software Responsible for all operations out of our HQ2 site.
  • Point-person for Business/Office products inventory and.
  • Took over Company-wide Weekly Store Communications Task.
  • Continue to be responsible for all Training and Development Strategies.
  • Partnered with CHRO on overhaul of On-Boarding Experience and present Version 2 in Q3 of 2020.
  • Partnered with HR Team to develop Sexual Harassment Training in-line with new State Regulations.
  • Scaled for Company-wide annual training.
  • Absorbed Customer Service Team in email, phone, and store survey channels.
  • Maintain Mastercard Program as Project Manager.
  • Continue to oversee PCI Compliance and quarterly audits.
  • Further developed tiered-security for systems access and implemented process improvements with IT and HR personnel for assigning security.
  • Safety.
  • Implemented new Hazardous Materials Program – an improvement on existing program.
  • Created Basic Safety 101 Curriculum for OBE.
  • Worked with Store Operations on Safety Inspection Checklist for Store Walks.
  • Developed Safety Teams in each location to mitigate.
  • Improved store processes: Ag+Plus, 4-H/FFA, Credit Accounts (ROAs), and Tax-Exempt Process.
  • Continue to develop Operations Application to now include messaging, task management options, etc.
Director of Human Resources and | 03/2018 to Current
FKA Big R Stores - Watseka, IL
  • Direct report to Chief Operating Officer.
  • Accountable for all Training and Development Strategies to improve Sales, Operations, and Safety, across 25 stores, three distribution centers, and two Corporate Offices.
  • Program Manager for Co-Branded Mastercard Program – began March 2019.
  • Analyzed historic performance statistics to identify most critical growth opportunities.
  • Leveraged key stakeholders in Operations to drive accountability of newly defined goals.
  • Reviewed LMS Training Compliance data to determine deficits in foundational program knowledge.
  • Refreshed Marketing Assets and Strategies to better align with Company Brand.
  • As a result of these changes, the Program save improved application volume by 509.0% from 2018 to 2019; application per transaction percentage grew from 0.04% in 2018 to 0.25% in 2019; and, contractual rebates have seen an increase of 700% from 2018 to 2019.
  • In Q1 of 2020, application volume is up 328% from Q1, 2019.
  • Manage team of 25 employees to train and promote program performance in our Retail Store locations.
  • Developed On-Boarding Curriculum - rollout early Q2 2020.
  • Created structured On-Boarding Experience (OBE) that indoctrinates new hires into company culture and goals, while establishing minimum training requirements.
  • Worked with Human Resources to better align job descriptions with core competencies of roles to expand OBE checklist, improve Performance Appraisal Processes, and help new hires better understand career progression.
  • Designed and implemented an Operations Application.
  • Employees to have digital access to Training Documents and SOPs – tracks opened files for legal purposes.
  • Management to assign tasks for subordinates, supported by email notifications.
  • Production metrics, creating transparency and objectivity on Employee Performance Appraisals.
  • Developed Safety Program – rollout end of Q1 2020.
  • Goal is to create a culture focused on safety awareness to promote health and prevent accidents in the workplace.
  • Conducted Risk Assessment and designed Safety Program to mitigate most critical exposures.
  • Implemented Powered Industrial Truck Curriculum in accordance with pertinent OSHA requirements.
  • Created new SOPs for HazMat, PPE, and Emergency Procedures.
  • Conducted Process Re-engineering for PCI Compliance.
  • Served as primary contact during PCI Audit in Q1 2020 and rolled out full-scope, annual training at beginning of Q2 2020 for same.
Director of Human Resources | 08/2018 to 01/2019
Stock and Field, FKA Big R Stores - Watseka, IL
  • Direct report for VP of Legal Affairs.
  • Accountable for the full scope of Human Resources responsibilities for 1200 employees.
  • Created Internal Controls for incident reporting, benefits administration, new hire paperwork processing, and recruiting.
  • Partnered with Outside Council to conduct Internal Investigations of highly sensitive employee issues.
  • As Benefits Administrator, added an optional Wellness Program to enrich benefits offering, shortened the Plan Enrollment Eligibility period, and negotiated no increase to Plan Rates for 2019 Plan Year.
  • Worked with Legal to simplify and update Employee Handbook, aligning with new ownership views.
  • Responsible for all Recruiting Strategies to attract and retain top candidates.
Sales Specialist | 03/2016 to 03/2018
Lowe's Home Improvement - Danville, IL
  • Accountable for converting walk-ins to sales and DIY customers to Installed Sales customers.
  • Exceeded monthly sales goals for 22 consecutive months by average of 20%.
  • Ranked 5th in Total Sales for 2017 Fiscal Year in Regional Market of Millwork Specialists.
  • Ranked 7th in Sales Volume for 2016 Fiscal Year in Regional Market of Flooring Specialists.
  • Led the VOICE team designed to improve employee culture and morale.
Education and Training
Touro University Worldwide - Los Alamitos, CA
Master of Industrial
Organizational Psychology, Human Resource Management, 2018
Graduated Summa Cum Laude
Washington State University - Pullman, WA
Bachelor of Science
Psychology
Performance Assessment and Program Evaluation, Strengthening Leadership and Management, Developing High-Performance Teamwork, Improving Customer Relations, Statistical Methods, Developing A Competency Culture.
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Resume Overview

Companies Worked For:

  • FKA Big R Stores
  • Stock and Field, FKA Big R Stores
  • Lowe's Home Improvement

School Attended

  • Touro University Worldwide
  • Washington State University

Job Titles Held:

  • Director of Corporate Operations, Customer Service Team
  • Director of Human Resources and
  • Director of Human Resources
  • Sales Specialist

Degrees

  • Master of Industrial
    Bachelor of Science
    Performance Assessment and Program Evaluation, Strengthening Leadership and Management, Developing High-Performance Teamwork, Improving Customer Relations, Statistical Methods, Developing A Competency Culture.

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