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
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Work History
07/2017 to CurrentOperations ManagerKroger | Arlington , TX
- 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 ManagerPenske Automotive Group | 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 SupervisorPenske Automotive Group | 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 OperatorPenske Automotive Group | 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 ChapterHonor 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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