Results-oriented Operations Manager offering 15-year background paired with significant achievements. Polished in developing and implementing QA protocols and leading and motivating large team in time sensitive and demanding environment.
Skills
Solutions Development
Policies and Procedures Implementation
Workforce Training
Operations Monitoring
Problem-Solving
Incidents Management
Customer Service
Staff Training
Team Leadership
Goal Setting
Experience
09/2020 to Current
Operations Manager Krispy Kreme – Southaven, MS,
Defined business requirements, data models, and report structures to enhance organizational efficiencies.
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plans.
Delivered positive customer experiences by implementing effective quality assurance practices.
Improved morale and management communication by creating employee recognition and rewards practices.
Recruited, hired, and trained crew members on application of projects, customer relations, and customer service.
04/2016 to 09/2020
Customer Care Cargotec Solutions – Las Vegas, NV,
Provide support for all aspects of customer support, including order entry, complaints, feedback, inquiry research, and other related activities.
Responsible for accurate and timely entry and follow through of all purchase orders, scrub orders, inside sales support requests and returned goods requests.
Partner with fellow CS team members and other internal functions to identify ways to improve the efficiency of the order fulfillment and return process.
Formulates routine price quotations for customer and sales personnel.
Develops rapport with customers and field sales/clinical personnel via verbal and written communication.
Proactively and effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains and models positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Researches, troubleshoots, investigates and resolves customer challenges to ensure timely resolution and high customer satisfaction. Analyzes and interprets the customer requirements and develops feasible solutions working with other related personnel when problems and/or inquiries arise.
Responsible for obtaining approvals, issuing and tracking returns and issuing credits based on procedures. Works with customers to expedite the return through to resolution
Keeps current on all products offered by company. Monitors, understands and implements changes in regulatory requirements or CS processes.
Exercise a fair degree of independent decision making in areas of responsibility
Conduct field inventory, consignment and/or audits and generate reports as necessary.
Provide ad hoc reporting and may participate in management reporting.
Administer field inventory and company-owned equipment in accordance with ISO, SOX and AdvaMed rules.
Conduct new field hire training as requested
Complete other job duties as requested.
Assist the Customer Service Management team as required.
Contribute to the Company culture of being collaborative, respectful, transparent, ethical, efficient, high achieving, and fun!
08/2010 to 03/2015
Customer Service/Operations Support RepresentativeSprings Window Fashions – Edison, NJ,
Assisted borrowers, agents and carriers on inbound calls regarding property insurance and property taxes, made outbound calls to agents, carriers, and homeowner’s associations to request evidence of insurance, AM best rating confirmation and reinsurance certificates
Assisted agents/carriers and borrowers with multiple customer care inquiries including, prepared financial transactions for insurance premiums from escrow accounts for present and future payments, updating renewal policy information, notated accounts regarding customer care inquiries, answered questions about AM Best rating, lender placed insurance notices, advised agents/carriers and borrowers of hazard insurance coverage requirements of loan, discussed consequences of lapses in coverage, faxed or mailed mortgagee clause change requests to agents/carriers
Promoted to senior associate, selected to be a CAM (Certified Associate Mentor) to assist junior associates with areas of opportunity to improve their customer care metrics, consistently exceeded expectations on daily metric goals, shadowed with new hires to teach them best practices of the business, trained associates on how to navigate People Soft HR systems
Promoted to the Operation Support Team, responsibilities were to review report and trouble shoot reasons why there were repeat calls on the same loan and create action plans to decrease and eventually eliminate repeat calls, sent reports to verify associates who were making errors on calls to cause repeat call
Responsibilities were to execute call center processes in accordance with QBE's Incident, Change, Problem and Resolution process guidelines with a goal of production stability
06/2007 to 09/2007
Customer Service RepresentativeVeritude, Fidelity Investments – City, STATE,
Provided outstanding customer service to inbound callers, on a multi-line telephone system, by assisting them with health plan options, enrollments and more, provided plan specific guidance and worked with management and service delivery specialist to ensure the client’s needs were met
Answered questions regarding health and life insurance enrollments, researched and followed up on complex customer issues until they were resolved, resolved billing issues, accessed customer accounts through MS workstations while leveraging phone volume, exceeded daily metrics
Maintained dependable attendance and punctuality
Education and Training
Expected in to to
Diploma Equivalent (GED): Wake Technical Community College - , GPA:
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Resume Overview
School Attended
Wake Technical Community College
University of Phoenix
Job Titles Held:
Operations Manager
Customer Care
Customer Service/Operations Support Representative