Manager Of Operations resume example with 11+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
I started working construction at 15 years old to help my family meet ends. I hated every bit of it but it provided me with a phenomenal work ethic. In my early years I worked either construction or a sales job. While the construction taught me to how to grow up quick working with men, the sales job taught me how to speak to people. Sales came naturally for me, and was quickly moved around Dillard's and L.A. Fitness to take on more challenging sales opportunities. Although construction paid good money for a young kid it made it clear how important it is to have an education. When I graduated I started working at Go Daddy. One of my qualities is observation, and Go Daddy at the time had absolutely no help for new employees. Despite this I ended up number one in sales my first bonus period there. As time went on I moved from sales & support to a dedicated sales team. I had set records on every team I was on but I wasn't fulfilled at the time. That is when I had the opportunity to move into leadership. I became a supervisor, the supervisor over the worst team in the company. Within three months we had moved to 7th out of 30 teams. This went on until I was promoted to manager. As a manager, I taught the supervisors working with me how to get past their problems. I never told them to just do it my way. Instead, I found out who they were through one on one interactions and provided them with tips and tricks to be successful. I also met with every member of their team to provide anonymous feedback to the supervisor. This was one of the best things I could have ever done because every supervisor thought they were gods gift to the organization and they quickly realized if they didn't make changes not only would their employees lose their job because their sup wasn't coaching properly but that they would lose their job for under performing. This propelled me into a director level position. In this role I was responsible for hitting my location goals and our company goals. During my two years as a director I missed three monthly goals. During my time at Weebly and Ring it was similar, work hard, treat your team the way they want to be treated, don't be afraid to speak your mind, and bust your butt for your company.
Skills
Managing people
Provide world class coaching and development
Employee relations specialist
Call center management experience
Customer service management expertise
Strong problem solving ability
Negotiation competency
Troubleshooting skills
Customer Relationship Management software (CRM)
Multi-channel contact center software
Proficient with Microsoft Office Suite
Troubleshooting skills
Negotiation competency
Strong problem solving ability
Management of P & L
Creation of training manuals
Creation of sales training
Ability to hit corporate and personal goals
Understanding of how to determine why revenue may have fallen short
Can get a group of strong personalities to agree on a single direction
Conflict resolution techniques
Team management
Meticulous attention to detail
Persuasive
Focused on customer satisfaction
Management of remote employees
Talent development
Skilled multi-tasker
Training and development
Experience
Manager Of Operations, 02/2017 to 06/2017 International Institute Of New England – Lowell, MA, Managed our Quality Assessment Team and Our VIP
customer team. Each team comprised of 15 to 20 agents with two managers. The managers were extremely untrained and as a result the agents suffered. I was responsible for the coaching and development of the supervisors
running these teams. I met with every agent from each department to understand
what kinds of things they were promised, to solicit ideas on who we could
improve, to ask how their supervisors have been preforming, and to inform them
they will be involved in certain decisions we make as a team.Created training manuals targeted at resolving even the most difficult customer issues. Developed, implemented and monitored programs to maximize customer satisfaction. Owned team productivity metrics. Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately.
Professional consultant, trainer, and leader, 07/2016 to 01/2017 Simplyinsured – City, STATE, Became top three in sales within the short time I was with Weebly. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Developed rapport with the customer base by handling difficult issues with professionalism. Resolved customer questions, issues and complaints. Effectively communicated with team members to maintain clearly defined expectations. Addressed negative customer feedback immediately. Created sales training for the entire corporation and delivered it to every agent in the company. Was flown to California because of the sales numbers I had produced as a leader and as a consultant.
Entrepreneur , 11/2015 to 02/2016 Ewing Consulting – City, STATE,
Provided consulting advice on sales to struggling company's and employees.
Generated and distributed daily reports and order acknowledgments to appropriate personnel. Responsible for managing the P & L. All employees I worked with showed a minimum of a 4% increase when they returned to work.
Director Of Operations, 01/2005 to 11/2015 Go Daddy – City, State,
Director was the last position I held at Go Daddy but I wanted to do a quick sum up:
Started as a consultant just like everyone else
I moved my way up quick and moved to an all sales team
Someone suggested leadership and I moved into a lead role
I was a lead for two months, then a supervisor for two months, then a manager for 3 (which is similar to director but you have more help if you make a mistake) and then finally a director.
Successfully managed the activities of 1000 team members in multiple locations. Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Improved customer ratings by 5%. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Trained staff on how to improve customer interactions. Responsible for the P & L of my departments. I was the Director of our inbound operations (included our Gilbert, Scottsdale, and Iowa locations) as well as our specialty operations (billing, bilingual & SSL). As I stated earlier, over a 1000 employees reported up to me, I had 40 leads (supervisors in training), 70 supervisors, and 6 managers. I was the youngest director in the history of the company and I led the most sites, employees, and managers. I worked everyday to make those departments a better place and would not have left the organization if that was not accomplished.
Having worked at such a young age to help support your family makes you realize that dreams of playing in the NBA or NFL cannot make your family as proud as when you give them that first paycheck and you keep your house. I understand the important of hard
work and working your way up. The past 12 years I have been working within the
customer service call center industry. I have worked my way up the ranks in each
company and have found myself within operation management. I became a Director
in my last two years as Go Daddy which easily become one of the best learning
experiences of my life. I am someone that has a strong work ethic, enjoys fixing
problems, I enjoy helping those that are struggling and do no not believe they are
valued. They don't know the potential they have within to reach their goals. One of my jobs is to show them they have more to them than they think.
Activities and Honors
Certified to train DDI's Material (Development
Dimensions International)
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