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Operations Manager Resume Example

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OPERATIONS MANAGER
Professional Summary

Results-oriented business leader with more than eight years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines.

Accomplishments
  • Supervised team of 64 staff members.
  • Promoted to Call Center Manager after one year as Supervisor at GDIT.
  • Earned the Supervisor of the Year Award in 2012 for consistently managing top performing teams.
  • Reduced branch case management by 40% through effectively pioneering branch support teams.
  • Collaborated with team of 4 Senior Account Representative in the development of KPI's and procedures for white glove customer accounts.
  • Used Microsoft Excel to develop monthly KPI tracking spreadsheets.
Skills
  • Assignment Delegation
  • Verbal and Written Communication
  • Supplier Monitoring
  • Decision Making
  • Policy Development and Enforcement
  • Budget Control
  • Problem Anticipation and Resolution
  • Department Oversight
  • Team Leadership
  • Business Leadership
  • Training Management
  • Staff Management
  • Budgeting
  • Negotiation
  • Superb time management skills
  • Cross-functional communications
Work History
11/2016 to 02/2020Operations ManagerCompany Name | City, State
    • Met customer service standards and expectations consistently by effectively communicating and actively listening
    • Made decisions with broad and positive impact on security management operations
    • Assisted in recruiting, hiring and training of team members
    • Studied latest trends, improving sales revenues $ 250,000
    • Tracked and analyzed profitability and key metrics of monthly billing establishment to improve overall profitability and bring in new clientele
    • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
    • Oversaw day-to-day production activities in accordance with business objectives
    • Achieved team goals through formalized training plans, coaching and performance management
    • Monitored office workflow and administrative processes to keep operations running smoothly
    • Evaluated performance, adjusted strategies and maintained agile, sustainable operations
    • Set team and individual KPIs and provided regular, actionable feedback
    • Managed 22 team members across 2 departments, resulting in approximate $1M increase in annual revenue
    • Cultivated and strengthened lasting client relationships using persuasion and relationship building skills
07/2013 to 03/2016Operations ManagerCompany Name | City, State
    • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
    • Promoted positive customer experience through day-to-day supervision consistent floor presence with call center staff
    • Developed and implemented high-quality work environment as measured through employee satisfaction ratings
    • Supervised daily operations of multi-million dollar CCMS Call Center operation
    • Identified and resolved unauthorized, or ineffective practices
    • Set, enforced and optimized internal policies to maintain responsiveness to demands
    • Supervised 4 supervisors, 64 call center agents on day shift, overseeing efficiency of average handle time and first call resolution
    • Developed quality employees within call center to take over leadership positions
    • Reduced workflow inconsistencies by recruiting and hiring capable staff members
    • Provided management oversight and operational control of assigned programs valued at $8 million
    • Improved staff morale and reduced employee turnover by 30%
    • Achieved all specific team objectives and collection activity
11/2012 to 07/2013Office Administration, ResearchCompany Name | City, State
    • Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.
    • Developed macros, special formulas and other actions to produce reliable and consistent statistical reviews.
    • Helped team meet regulatory requirements by coordinating documentation and filings.
    • Developed correspondence letters, memos and emails to over 1000 participates
    • Supported design and implementation of survey instruments such as telephone questionnaires to obtain study information.
    • Prepared materials for reports, presentations and submission to peer-reviewed journal publications.
    • Worked both independently and collaboratively in fast-paced laboratory environment.
    • Communicated with medical research participates on study guidelines
01/2012 to 11/2012ESL ParaprofessionalCompany Name | City, State
    • Maintained over 3000 files and records by implementing effective filing systems that boosted efficiency and organization.
    • Maintained excellent attendance record, consistently arriving to work on time.
    • Coordinated special projects and managed schedules of team of four employee's
    • Coached new hires on company processes while managing employees to achieve maximum production.
    • Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
    • Taught Adult Spanish courses under guidance of senior instructors.
    • Copied, organized and distributed classroom assignments or other paperwork.
    • Compiled, maintained and filed reports, records and other documents required by school and district.
Education
2008Associate of Applied Science Degree | Paralegal StudiesVirginia College, City, State
Affiliations
  • Toastmasters
  • Mayor of Beverly Hills, Texas
  • President, Apostolado Service Group
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Resume Overview

School Attended

  • Virginia College

Job Titles Held:

  • Operations Manager
  • Office Administration, Research
  • ESL Paraprofessional

Degrees

  • 2008 Associate of Applied Science Degree | Paralegal Studies

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