Procedure development - Client relationships - Leadership
Process Improvement - Training - Employee relations
Quality assurance and control - Tactical Recruitment and Retention
Results oriented management professional, skilled in coaching, analyzing existing operations, P&L, implementation strategies to improve efficiencies. Expert in change management, recruitment, needs assessment, planning and execution. Thought leader with ability to capitalize on opportunities to drive revenues, performance, and growth. Strengths:
*Leadership - Initiates best practices focusing on recruitment, retention and employee development. Analyzes key indicators to identify operational deficiencies and areas of opportunities while partnering with executive leadership to implement change.
*Team Building - Provides leadership, operational direction and project management to ensure exceptional organizational service. Creates performance standards, processes, policies and guidelines. Instituted and conducts training.
*Customer Service/Customer Relations - Developed and executed strategic plans to increase customer satisfaction and overall institutional quality standards. Creates and manages operating standards focused on a "customer first" business approach.
06/2012 to 07/2015
Operations ManagerRepublic Parking Systems － Houston, TX
Mentored, trained and coached 12 Valet Parking Supervisors on operating procedures and parking safety policies.
Reviewed work processes, make adjustments as necessary or develop new processes to assure the parking operation was efficient.
Developed efficient systems to promote a high level of productivity.
Identified training issues and outlined an action plan to address targeted areas of improvement.
Instrumental in diffusing highly sensitive customer complaints by utilizing active listening skills and providing customers with backup reasoning for all decisions.
07/2007 to Current
Facilities Operations Center Supervisor/ Interim managerMD Anderson Cancer Center － Houston, TX
Oversees 24/7 Facilities Operations Center.
Monitors client critical equipment, facility equipment and assist with customer needs.
Initiate and manage emergency communication efforts and notifications with Environmental Health & Safety and Chief Safety Officer.
Develops service level agreements and standard operating procedures guidelines for MD Anderson's Operations and Maintenance groups.
Manage the start and stop of planned utility outage calendar.
Partnered with Facilities Management Operations teams to identify areas of improvement and determines plan of action to effectively exceed client and customer expectations via surveys, quarterly client meetings.
Collaborates with UTPD, Environmental Health& Safety, Facilities Operations & Maintenance, Parking & Transportation, Development Office, and Clinical Operations to improve operations that are mutually beneficial.
Administers performance evaluations, develop, coaches, trains and motivates Facilities Operations Center front line staff.
Managed activities of customer service agents engaged in handling member inquiries efficiently.
Actively utilized effective coaching techniques to ensure a team of 20-25 front-line telephone agents are meeting service level objectives.
Analyzed business trends to determine process improvements that include monitoring of agent's calls to ensure product information is accurately delivered with the focus on exceeding quality and handle time goals.
Developed and coached agents to ensure attainment goals are effectively met.
Created monthly incentive programs that encourage improved customer service and sales performance.
Tracked team statistics through daily/weekly/ monthly reporting and administered corrective action within company compliance guidelines.