frontline manager resume example with 16+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Skills
Financial Management
Staff Management
Goals and performance
Operations
Training and mentoring
Problem-solving skills
Education
Southern New Hampshire UniversityHooksett, NHExpected in 03/2022 ā āBachelor of Science:Business Administration - GPA:
University of PhoenixTempe, AZExpected in ā āBachelor of Science:Business Administration - GPA:
Patterson High SchoolBaltimore,MD, Expected in ā āHigh School Diploma: - GPA:
Work History
Progressive Logistics - Frontline Manager Pittsburgh, PA, 04/2021 - Current
Lead, coach, and develop staff to achieve high performance.
Develop departmental goals, objectives, policies, and procedures to ensure efficiency and to promote a high level of team success.
Monitor call center technology to optimize productivity, efficiency, and quality.
Maintain attendance records, review timecards, and process payroll.
Motivate staff to ensure customer satisfaction goals are consistently met.
Provided direction, oversight and development of exempt and non-exempt staff to achieve high performance.
Developed departmental goals, objectives, policies, and procedures to ensure efficiency and to promote high level of departmental success.
Developed and implemented new training program to boost employee engagement, efficiency, productivity, and retention.
Monitored call center technology (Cisco telephone system, Workforce management software, and Spok Medicall Suite) to optimize productivity, efficiency, and quality.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Provided oversight of physician answering service and partner with practice managers to ensure efficiency and accuracy of the physician on-call schedules during after hour coverage.
Managed the recruitment process and all disciplinary actions.
Maintained performance management, ensuring policies and procedures are adhered to and including compensation and annual evaluations.
Managed and negotiated contracts to ensure pricing compliance.
Partnered with SVP and VP of Support Service for improvement opportunities for the achievement of set operational goals, business strategies, and objectives.
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
Cross-trained staff to maximize team agility and performance.
Chargepoint Holdings Inc. - Director of Operations California, MD, 09/2012 - 04/2017
Directed team of twenty-five in operational development of service network, including implementation of quality requirements and operating standards.
Devised and published metrics to measure the company's success in delivering exceptional customer service.
Increased profits through effective sales training and troubleshooting profit loss areas.
Made all personnel decisions, including interviewing, hiring, and terminations.
Maintained and updated payroll operations for employee confidentiality.
Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
Process contracts with vendors, invoices, purchase orders, travel reimbursement/expense reports using SAP, inventory, and ordering of supplies.
Identified and implemented strategic plans based on accurate readings of specifications and solid collaboration with project leadership.
Developed growth strategies for the ecommerce platform.
Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
SECU Credit Union - Contact Center Supervisor City, STATE, 03/2008 - 06/2012
Supervised, mentored, and identified individual development needs with appropriate training.
Organized and directed the daily activities of the call center.
Monitored the activities of representatives, prepared reports, and developed scheduled breaks.
Maintained attendance records, reviewed timecards, and processed payroll.
Managed workflow to exceed quality service goals.
Manage and provide oversight of hiring, terminations, payroll, and annual evaluations.
Developed new procedures and inducements to address individual attendance.
Promoted continuous learning and development opportunities to promote continued performance improvement.
Allstate Career School - Business Office Collection Manager City, STATE, 07/2006 - 11/2007
Assisted the Director of Administration with various duties within the Business office.
Coordinated payment schedules, assessed, and collected tuition and fees.
Planned, administered, and controlled budgets, maintained financial records, and produced financial reports.
Performed HR duties, including hiring and terminations.
Coordinated and implemented new account receivable/payable software.
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information software.
Academy Collections - Call Center Supervisor City, STATE, 05/2004 - 04/2006
Supervised a team of over twenty collection representatives.
Trained team members on performance metrics and consumer behavior identification.
Effectively managed a high-volume of inbound and outbound customer calls.
Initiated operations improvements to improve overall call center productivity.
Developed all process controls and metrics for daily management of the Call Center.
Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
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