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Operations Manager Resume Example

Resume Score: 80%

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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
  • 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
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

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

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