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. 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.
Skills
Process improvements
Strategic planning and execution
Budgeting
Scheduling
Staff Management
Purchasing
Market Strategy
Performance Analysis
Staff training/development
Coaching and mentoring
Recruitment
Budget development
Effective leader
Education
Des Moines Area Community CollegeDes Moines, IA, Expected in – –:Technology Education - GPA:
Lincoln High SchoolDes Moines, IAExpected in 05/1992 – –High School Diploma: - GPA:
Work History
Luther Burbank Savings - Director of Operations Long Beach, CA, 01/2015 - 01/2021
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 Jessicaing 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 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.
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 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 team.
Used monthly retrospective action items to create goals for team members to measure against.
Responsible for hiring and employee retention for Operations Team.
Ensuring accounts payable and receivable is being actively monitored and maintained.
Work with VP of Sales to remove any impediments that arise between Sales and Operations Department.
Provide guidance and support within culture for Operations Dept.
Provide detailed reports daily, weekly and monthly to CIO and CEO.
Department Of Veterans Affairs - Project Manager Pleasant Hill, CA, 04/2014 - 01/2015
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 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 lab environment prior to each deployment for IPT project that is ongoing at Wells Fargo. Lead Project Manager overseeing deployment of 250 Avaya One X Agents in multiple phases.
This project spanned over period of 8 months and during each phase we went through process of deploying new PC's and phones, validating each team members configuration and capabilities 2 weeks prior to going live on PBX, Avaya One X, Verint and IDial.
Lead Project Manager asked to put in place standardized Work Force Management Platform using NICE/IEX for Home Mortgage with budget of 15 million.
My role on this project consisted of putting together Product Development Documentation, working with Business System Consultant on Business Requirements, getting overall budget for project worked out and approved from Executive Leadership, plan out schedule for next 12-18 months along with identifying and putting in place resources that would be working this effort.
Lead Project Manager migrating 50 users in San Antonio and moving them over from Avaya System to Cisco platform.
Set users up as Agents to handle call routing setup in Genesys, configured NICE to record 100% of voice calls and 10% for screen and quality monitoring.
Assisted as Project Manager for large IPT effort that required moving all users in Home Mortgage from Avaya PBX to Cisco Platform.
During time on this project, moved approximately 10,000 team members along with providing direct onsite support during each phase of this deployment.
Department Of Veterans Affairs - Project Manager Raleigh, NC, 01/2005 - 01/2014
Results-oriented IT Project Manager with nine years of demonstrated experience in 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
Proven adaptation to variety of company cultures, processes, methodologies and tools
Experienced in all phases of system development from feasibility analysis through implementation and maintenance
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
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 life cycle of project
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