SEARCH

Director of Operations Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
DIRECTOR OF OPERATIONS
Skills
  • Process improvements
  • Strategic planning and execution
  • Budgeting
  • Capital spending
  • Scheduling
  • Staff Management
  • Purchasing
  • Market Strategy
  • Performance Analysis
  • Relationship building
  • Client account management
  • Delegation
  • Staff training/development
  • Coaching and mentoring
  • Recruitment
  • Product development
  • Effective leader
  • Budget development
  • Inventory management
  • Business Development
  • Employee scheduling
  • Employee reviews
  • Training & Development
  • Operations Oversight
Professional Summary

Proactive Director of Operations produces high-quality Technology work by applying determination and attention to detail. Performance-oriented and enterprising leader with organized nature and analytical problem-solving approach. Ready to offer exceptional leadership and planning abilities to take on new role. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in IT/Telecom and Business standards and market trends. Efficiently supervises and enhances work of field teams performing many latitudes of work. Dedicated to boosting work quality while maintaining compliance and meeting budget demands. Skilled team leader with proven knowledge and expertise. Focused Director of Operations with 5 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.

Work History
Director of Operations, 01/2015 to 01/2021
Company Name - City, State
  • Managing 17 people - 10 Mitel/Nortel Technicians, 3 Technical Project Coordinator, 1 Sales Support Specialist, 1 Administrative Assistant and 2 Project Managers.
  • Responsible for hiring and employee retention for the Operations Team.
  • Onboarding new employees and educating them on new processes.
  • Supervised billing and collections.
  • Responsible for handling all escalations.
  • Develop and put in place processes for the support and sales team.
  • Oversee internal business management software (Tigerpaw).
  • Lead advancements and beta testing for Mitel phone system, MiCC and Call Recording.
  • Managed daily workloads and time logs by technicians.
  • Facilitated the growth of our customer base by over 500%.
  • Project Manager responsible for handling high profile projects.
  • Oversaw daily, weekly and monthly reports for the sales team.
  • Managed Software deployment for Office 365 and Microsoft Teams.
  • Project Manager with fifteen years of demonstrated experience in telephony.
  • Experience in customer and vendor relationship management, contract negotiation, project control and closeout, quality control, risk management, and process improvement.
  • Project Managed multiple system types including Cisco, Nortel, Avaya, ShoreTel, and Mitel.
  • Fifteen years of experience with Call Centers on the Mitel ECC and Nortel Call Center., Manage Support Dept overseeing 17 team members.
  • Monitor team's daily activity for Carrier deployment, Mitel phone systems, SDWAN installs and software upgrades.
  • Conducted weekly team stand ups as well as monthly retrospectives to remove all impediments for the team.
  • Used monthly retrospective action items to create goals for team members to measure against.
  • Responsible for hiring and employee retention for the Operations Team.
  • Ensuring the accounts payable and receivable is being actively monitored and maintained.
  • Work with the VP of Sales to remove any impediments that arise between the Sales and Operations Department.
  • Provide guidance and support within the culture for the Operations Dept.
  • Provide detailed reports daily, weekly and monthly to the CIO and CEO.
  • Work with Tiger Paw to manage projects for the entire life cycle.
  • Beginning with project planning and development through roll out and completion.
  • Managed Software deployment for Office 365.
Project Manager, 04/2014 to 01/2015
Company Name - City, State
  • Project management of multiple system types including Cisco, Avaya, NICE and Verint.
  • Gather project data, compile project workbook, and distribute to engineer for review and programming.
  • Typical workload consisted of 4-5 medium to large telecommunication systems and data network system projects.
  • Worked with Clarity to manage projects for the entire life cycle.
  • Beginning with project planning and development through roll out and completion.
  • Maintained daily stand ups throughout project as well as monthly retrospectives.
  • Managed Software push that included Genesys CC Pulse and USP, Nice Call recording (Screen/Voice) and Edge software to approximately 1,000 users over 3 sites.
  • Testing Edge, USP and Avaya One X software in a lab environment prior to each deployment for the IPT project that is ongoing at Wells Fargo. Lead Project Manager overseeing the deployment of 250 Avaya One X Agents in multiple phases.
  • This project spanned over a period of 8 months and during each phase we went through a process of deploying new PC's and phones, validating each team members configuration and capabilities 2 weeks prior to going live on the PBX, Avaya One X, Verint and IDial.
  • Lead Project Manager asked to put in place a standardized Work Force Management Platform using NICE/IEX for Home Mortgage with a budget of 15 million.
  • My role on this project consisted of putting together the Product Development Documentation, working with the Business System Consultant on the Business Requirements, getting the overall budget for the project worked out and approved from Executive Leadership, plan out the schedule for the next 12-18 months along with identifying and putting in place the resources that would be working this effort.
  • Lead Project Manager migrating 50 users in San Antonio and moving them over from an Avaya System to a Cisco platform.
  • We set these users up as Agents to handle call routing setup in Genesys, configured NICE to record 100% of the voice calls and 10% for screen and quality monitoring.
  • Assisted as a Project Manager for a large IPT effort that required moving all users in Home Mortgage from the Avaya PBX to the Cisco Platform.
  • During my time on this project, we moved approximately 10,000 team members along with providing direct onsite support during each phase of this deployment.
  • I provided a variety duty that included managing cut sheets for multiple sites, working with my point of contacts to review and verify detailed information pertaining to moving departments from one location to another.
  • During these moves, we also were upgrading the software on the PC's and at times swapping out and providing new equipment to meet the requirements of Wells Fargo's lifecycle change for Desktop/PC's.
Project Manager, 01/2005 to 01/2014
Company Name - City, State
  • Results-oriented IT Project Manager with nine years of demonstrated experience in a variety of information technology and business initiatives
  • Experienced in customer and vendor relationship management, contract negotiation, project control and closeout, quality control, risk management, and process improvement
  • Dedicated team player, highly respected by peers, team members and management
  • Proven adaptation to variety of company cultures, processes, methodologies and tools
  • Solid understanding of all phases of the project development life cycle
  • Experienced in all phases of system development from feasibility analysis through implementation and maintenance
  • Reliable, dedicated individual with a detail-oriented mind and a passion for solving problems
  • Extensive knowledge of training development and requirements gathering
  • Responsible for managing up to 30 medium to large telecommunication systems and data network system projects simultaneously
  • Coordinate circuit orders and network infrastructure with CPE Project
  • Project management of multiple system types including Cisco, Nortel, Avaya, ShoreTel, Mitel and Microsoft
  • Gather project data, compile project workbook and distribute to engineer and clients
  • Works with clients to make sure they have the latest software release on servers to meet or exceed the minimum specs for upgrades and new installs
  • Provide guidance on the steps of the upgrade to clients
  • Facilitate conference calls and on-site meetings with internal and external client services to review goals and manage progress
  • Manage and track client issues to ensure customer satisfaction
  • Provide weekly status reports and updates throughout the life cycle of the project
  • Install and implement new voice and data systems along with a lead technician
  • Consistently meet or exceed timeline and budget constraints for all projects
  • Capable of speaking in front of large groups
  • Managed the implementation of SIP trunks on multiple phone systems
Education
Technology EducationDes Moines Area Community College - City
High School DiplomaLincoln High School - City, State
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • Des Moines Area Community College
  • Lincoln High School

Job Titles Held:

  • Director of Operations
  • Project Manager

Degrees

  • Technology Education
    High School Diploma

Similar Resumes

View All
Director-of-Operations-resume-sample

Director of Operations

Fort Collins, Colorado