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Director of Operations Resume Example

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DIRECTOR OF OPERATIONS
Professional Summary

Experienced Senior Project Manager at meeting tight deadlines, driving business opportunities and working well in team-based environments. Engaging and personable with the ability to manage key milestones and deliver exemplary customer service. Skilled at anticipating problems before occurring and providing solutions. Mentoring, training and empowering the team to excel in its performance.

Skills
  • Process improvements
  • Business Analyst
  • Some Agile (Scrum and Kanban)
  • Sprint planning
  • Sprint Retrospectives
  • Waterfall
  • Customer satisfaction
  • Contact Center
  • Telecom
  • SDWAN
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.
  • Managed daily workloads and time logs by technicians.
  • 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.
  • Provide guidance and support within culture for Operations Dept.
  • Responsible for hiring and employee retention for Operations Team.
  • Onboarding new employees and educating them on new processes.
  • Supervised billing and collections.
  • Ensure accounts payable and receivable is actively monitored and maintained.
  • Experience in customer and vendor relationship management, contract negotiation, project control and closeout, quality control, risk management, and process improvement.
  • Facilitated growth of customer base by over 500%.
  • Responsible for handling all escalations.
  • Develop and put in place processes for support and sales team.
  • Work with VP of Sales to remove any impediments that arise between Sales and Operations Department.
  • Oversaw daily, weekly, and monthly reports for sales team.
  • Provide detailed reports daily, weekly, and monthly to CIO and CEO.
  • Oversee internal business management software (Tigerpaw).
  • Lead advancements and beta testing for Mitel phone system, MiCC and Call Recording.
  • Managed Software deployment for Office 365 and Microsoft Teams.
  • Responsible for handling high profile projects as Project Manager.
  • 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.
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 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.
  • Lead Project Manager asked to put in place standardized Work Force Management Platform using NICE/IEX for Home Mortgage with budget of 15 million 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.
  • 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.
Project Manager, 01/2005 to 01/2014
Company Name – City, State
  • 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.
  • 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.
  • Manage and track client issues to ensure customer satisfaction.
Education
High School Diploma: 05/1992
Lincoln High School - City, State
Technology EducationDes Moines Area Community College - City
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Resume Overview

School Attended

  • Lincoln High School
  • Des Moines Area Community College

Job Titles Held:

  • Director of Operations
  • Project Manager

Degrees

  • High School Diploma : 05/1992
    Technology Education

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