Operations Manager Resume Example Alorica

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

Employee relations and conflict resolution
Risk management
Financial management
Supply chain logistics
Staff management
Procurement and sales
Supply chain distribution
Budgeting
Quality assurance and control
Results-oriented
Risk analysis and management
Project planning and development
Business analysis

Data analysis
Organized
Customer relations specialist
Expense reports
Report generation
Performance evaluations
Event planning
Budgeting and forecasting
Complex problems analysis
Strategic planning
Business administration
Operations Management
Process improvement

Work History

Operations Manager, 07/2018 to Current
Alorica – Sunrise, FL

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 machineinspection, 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
Alorica – Sunrise, Florida

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. – Pompano Beach, FL

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 - Fort Lauderdale, FL

Certifications

Computer Training Certificate
Sales Essentials Certificate

Resume Overview

Companies Worked For:

Alorica
T-Mobile US Inc.

School Attended

Broward College

Job Titles Held:

Operations Manager
Inbound Sales Team Manager
Sales Manager

Degrees

Associate In Business : Business Administration , 2002

Operations Manager Resume Example

Resume Score: 80%

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