engagement operations manager resume example with 9+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
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Summary
Dedicated and detailed oriented leader responsible for designing operational strategies and executing the vision to ensure high customer service standards are achieved. Committed to applying outstanding leadership skills and continuous improvement methodologies in guiding diverse, cross-functional team efforts to achieve performance excellence and boost morale.
Skills
Leadership
Process improvement
Data-driven mentality
Program management
Empathic listener and persuasive speaker
Excellent communication
Problem-solving
Multitasking and time management
Event planning and execution
Strong aptitude for learning
Accomplishments
Led a team of 8 directs and 100+ indirect employees who maintained a positive customer response rate of 96% or higher.
Assisted in the development and recruiting efforts for project Cornerstone, resulting in 100+ candidates hired for FTE roles since inception.
Devised the global Employee Engagement strategy action plan, resulting in 386 community volunteer hours, 31 international events, and a 86% positive employee satisfaction rate.
Served as the project team's sponsor for the launch of Audible's first Virtual Contact Center, which now employs 40+ employees.
Implemented a Bottom Quartile Management process designed to identify and manage the lower twenty-five percent of our population across teams, sites, and markets.
Spearheaded a leadership development program to encourage internal mobility and build a bench of people managers to support the frontline. YTD, a total of 12 employees have completed this program.
Experience
Director, CS Operations, 09/2015 to Current Ansell Limited – Chatsworth, CA,
Responsible for recruiting, hiring, onboarding, and employee development processes in support of the community growth strategy.
Develop reporting for site performance and leverage data to implement continuous improvement strategies to drive results.
Regularly communicate performance trends to CS Senior Leadership.
Create policies and procedures to enhance operational efficiency and productivity.
Facilitate meetings managers to communicate teams' performance results and provide a forum for surfacing opportunities and issues.
Performs gap analysis to ensure team is equipped with tools, training, and empowerment to deliver the expected customer experience.
Partner with HR to mediate interpersonal conflicts, address employee relations issues, and implement company policies.
Develop and oversee the engagement strategy action plan for the Global Customer Care team (JP, IN, AU, DE, UK, FR, IT/ES, and US).
Oversee and conceptualizing events for the Global Customer Care team.
Responsible for tracking and keeping accurate records for the Global Customer Care events.
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