Operations Manager Resume Example
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OPERATIONS MANAGER
Professional Summary
Highly effective management professional emphasizing innovation and creativity in solving complex problems. Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results.
Skills
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Work History
Operations Manager, 07/2018 to Current
Parker-Hannifin, Corporation – Hauppauge , NY
Parker-Hannifin, Corporation – Hauppauge , NY
- Exceeded company quality standards on a consistent basis.
- Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques.
- Increased productivity and staff longevity by streamlining the adoption of new systems.
- Spearheaded efficiency improvements to deliver Customer Service on deadline.
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 150-member management team with related direct reports.
- Oversaw day-to-day operations, including supervising a 150-person team across Sunrise Alorica.
- Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Formulated processes that enabled team to improve assistance to support groups, resulting in reduction of down time and financial loss.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Supported department training initiatives in all aspects of metrology, including coordinate measuring machine inspection, operation and programming.
- Reduced spending by 97% during monthly basis by implementing methods to minimize company spending.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
- Exceeded company production objectives while maintaining a focus on quality.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Directed teams and communicated goals within an established framework.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
- Completed 6 performance reviews each quarter, offering praise and recommendations for improvement.
- Collaborated with IT and business teams to develop and enhance architecture in order to better track business KPIs.
- Implemented policies and standard operating procedures for continuous improvement.
- Scheduled and prepared for meetings and networking events for groups.
- Maximized productivity and management systems by establishing specific goals and managing operations.
Inbound Sales Team Manager, 01/2013 to 07/2018
Midas Hospitality – Independence , MO
Midas Hospitality – Independence , MO
- Asked appropriate open-ended questions to discover prospects' needs and requirements.
- Boosted team profits with efficient time and resource management focused on meeting and exceeding sales targets.
- Identified and qualified accounts to assess market potential.
- Recommended brand products to customers, highlighted benefits and redirected objections to secure more than $15,000 in sales on a monthly basis.
- Expanded customer base by identifying needs, developing solutions and delivering client-centered products.
- Developed accurate sales forecasts by analyzing sales feedback and wrote reports for senior leadership.
- Planned client relationship cultivating events to promote growth, resulting in an expansion of clientele base by 60%.
- Identified and analyzed key competitors and related products.
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching. o Facilitates daily agent coaching and development sessions in both written and verbal format.
- Participates in client related activities to include client calibration sessions and project planning.
- Identify and address agent training needs.
- Manage team's Attendance to ensure 0% discrepancy rate.
- Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc).
- Manage financial implications of attrition and attendance by maintaining program-specific goals.
- Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing).
- Completion of weekly Team Manager Scorecard for review with Operations Manager.
- Trained and coached a team of 25 sales professionals focused on servicing 1 account.
- Organized company files and creating support system to decrease workload and increase productivity of account managers.
- Consistently hit and exceeded sales goals by 20%.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Sales Manager, 07/1999 to 01/2011
T-Mobile US Inc. – City , STATE
T-Mobile US Inc. – City , STATE
- Increased revenues by 15% within the first year as Sales Manager.
- Conducted research to target, engage and partner with suppliers to negotiate beneficial and cost-saving deals.
- Developed quarterly and annual sales department budgets.
- Motivated and managed a team of 70+ sales associates, driving performance and correcting problems in a timely manner.
- Managed time and resources to meet sales objectives
- Grew profits by developing sales proposals and leveraging reports from improvement planning software
- Monitored metrics and marketing investments to assess performance and implement continuous improvements.
- Supported the sales team in writing proposals and closing contracts.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Collaborated with vendors to resolve issues and negotiate sales quotas.
- Developed solutions to sales challenges and maximized business opportunities.
- Supervised a sales force of 260 sales associates.
- Acquired talent for the sales force, including training and development of new hires.
- Created unique sales strategies for high-profile clients.
- Spearheaded the employee review processes to assess performance, build relationships and enhance sales success.
- Improved alignment with client objectives by automating contact management systems.
- Managed the workflow of all business processing including the preparation of reports to support the sales department.
- Represented T-Mobile products and service line across 3 regions.
- Collaborated with sales representatives during customer transactions to offer exceptional service.
- Coordinated staff sales meetings discuss developmental strategy, best practices and process improvements.
- Approved all sales staff budget expenditures.
- Recruited, interviewed and hired individuals who would add value, dedication and knowledge to the sales team.
- Engineered company turnaround by simultaneously increasing gross margins and decreasing operating expenses.
- Developed a comprehensive training program for new sales associates.
- Enhanced team morale by incentivizing contests and spiffs.
- Monitored markets to map necessary marketing initiatives and maximized customer outreach by enhancing overall branding initiatives.
- Tracked weekly sales to write detailed reports for senior leadership and streamline operation productions.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
Education
Associate In Business: Business Administration, 2002
Broward College - City, State
Broward College - City, State
Certifications
- Computer Training Certificate
- Sales Essentials Certificate
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Resume Overview
School Attended
- Broward College
Job Titles Held:
- Operations Manager
- Inbound Sales Team Manager
- Sales Manager
Degrees
- Associate In Business : Business Administration , 2002
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