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Operations Manager Resume Example

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OPERATIONS MANAGER
Professional Summary

Results-focused management professional offering 10 + years of progressive leadership experience. Hold a solid record of success in streamlining operations to decrease costs and promote organizational efficiency. Performance-oriented and dedicated to maintaining agility, responsiveness and efficiency of customer service operations. Successful history bringing in top-notch staff, improving operational strategies and boosting team performance. Articulate and encouraging leader with decisive nature and forward-thinking approach. Transforms high-potential staff into outstanding leaders, demonstrating creativity and savvy, critical to operational success.

Skills
  • Excellent verbal and written communication
  • Business planning
  • Staff Management
  • Strategic Planning
  • Operations Management
  • Contract Management
  • Applications: Microsoft Office; Excel; Vista Point; Cisco Finesse & Reports; ISI Phone tracking Reports; XTime; ADP Recruiting /Applicant Tracking software proficiencies
  • Troubleshooting
Work History
07/2017 to CurrentOperations ManagerCompany Name | City, State
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Oversaw day-to-day operations, including supervising 75-person team across 2 sites.
  • Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques.
  • Executed physical relocation of Call Center facility, including design of floorplan, wiring and furnishing placement while maintaining transitional efficiency.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Built, supervised and mentored 2 teams and leaders in receiving and inbound operations.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Brought in more than 33 new administrative staff and handled all training, mentoring and direction to maximize productivity.
  • Managed communications during major technology outages, natural disasters, virus outbreaks, and network device outages.
  • Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
  • Interfaced with 50 + department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
  • Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 10 -member management team with related direct reports.
  • Responded to events, including network outages and issues related to circuits, websites, vendors and telecoms.
11/2016 to 07/2017Regional Service BDC Assistant ManagerCompany Name | City, State
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Mentored 25-member Appointment Coordinator team in applying effective scheduling techniques and delivering top-notch customer service.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
11/2013 to 11/2016Team Leader SupervisorCompany Name | City, State
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
  • Incentivized performance metric improvements through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
  • Partnered with Manager to train and develop team member skillsets and competencies.
  • Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
  • Espoused results-oriented management strategies throughout leadership structure to enhance focus on primary objectives.
  • Managed performance reviews for 15 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
  • Mentored junior personnel through onboarding processes and during ongoing training, promoting philosophies of constant improvement.
  • Provided supportive link between external customers and internal operations.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Prepared and managed work schedules, vacation and sick time accurately on weekly basis.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Identified individual employee's unique work styles and adapted management methods.
  • Measured team performance and reported metrics to leadership team members.
  • Analyzed equipment breakdowns using various troubleshooting methods.
  • Set overall vision and provided team leadership.
  • Provided coaching and counseling to 15 + employees to encourage professional growth as well as meet short- and long-term goals.
  • Positioned as primary liaison to streamline operations of multiple lines of business within organization.
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.
  • Interviewed, hired and trained new employees for Contact Operator position.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Maintained compliance with company policies, objectives and communication goals.
08/2013 to 11/2013Contact OperatorCompany Name | City, State
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer telephone calls promptly to avoid on-hold wait times. Handled up to 500 + calls per day.
Education
05/2018Academic Certificate | Spanish & Spanish CultureMaricopa Community Colleges - Rio Salado Community College, City, State
  • Awarded National Automobile Dealers Association scholarship
05/2016Bachelor of Science | Health SciencesNorthern Arizona University, City, State
  • Dean's List 2014-2015
  • Graduated with 3.8 GPA
  • Majored in Health Sciences
  • Minored in Epidemiology
  • Internship for graduation: completed at Maricopa Integrated Health System (MIHS): I re-vamped the Child Passenger Safety Seat Program for the state of Arizona. This preventive program focused on the safety of child passengers. I improved policies & procedures, updated & maintained the inventory database, facilitated meetings with stakeholders & support staff, ensuring continued success of the program
05/2013Associate of Arts | Liberal Arts And General StudiesMaricopa Community Colleges - Mesa Community College, City, State
  • Member of Sigma Chi Eta Epsilon Chapter Honor Society
  • Minored in Nursing
  • Graduated with 4.0 GPA
05/2013Associate of Arts | Associates of General StudiesMaricopa Community Colleges - Mesa Community College, City, State
05/2013Associate of Arts | Arizona General Education CertificateMaricopa Community Colleges - Mesa Community College, City, State
Volunteered at McDowell Health Center: 2015-2017

Facilitated interactive communication with patients, processed prior authorization for insurance, assisted with data entry, appointment scheduling and appointment confirmation.

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Resume Overview

School Attended

  • Maricopa Community Colleges - Rio Salado Community College
  • Northern Arizona University
  • Maricopa Community Colleges - Mesa Community College

Job Titles Held:

  • Operations Manager
  • Regional Service BDC Assistant Manager
  • Team Leader Supervisor
  • Contact Operator

Degrees

  • 05/2018 Academic Certificate | Spanish & Spanish Culture
    05/2016 Bachelor of Science | Health Sciences
    05/2013 Associate of Arts | Liberal Arts And General Studies
    05/2013 Associate of Arts | Associates of General Studies
    05/2013 Associate of Arts | Arizona General Education Certificate

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