Operations Manager Resume Example MORNINGSTAR INC

OPERATIONS MANAGER

Skills

Identify, evaluate and implement processes to improve internal/external customer relations, reduce expenditures, and prevent recurring issues; results in increasing revenue. METRICS ANALYSIS: Review and analyze performance indicators such as P&L, ROI, budget and sales productivity in order to predict trends, execute change management, and forecast future outcomes. COLLABORATION: Work with operations, strategic planning, asset management, accounting and legal departments to define project goals, plan resources, control costs and execute projects under budget. TECHNOLOGY: Salesforce, Oracle, JIRA, Globe, Remedy, Workday, Tableau, WebEx; Word, Excel, Power Point, Visio, Minitab; SAS Business Intelligence Software; Store Inventory Management System (SIMS);

Experience

MORNINGSTAR INC Chicago, Illinois Operations Manager 10/2015 to Current

Hired to design and implement centralized operating model to support a consistent and reportable client experience globally.
Collaborated with leadership and staff in Service, Sales, Product Development, Information Technology, Legal, Finance and Human Resources to establish scalable and sustainable policies, organizational structure, executive governance and reporting aligned to company vision.
Selected Achievements:.
Created a Net Promoter Score (NPS) program to measure client loyalty and product performance.
Consolidated 27 country support offices, and 650+ users, into a single global workflow framework utilizing standard data collection, process design and key performance indicators to assist teams with internal case management performance.
Implemented a workforce management program to analyze and predict full time employee (FTE) needs, with 98% accuracy, to the business to drive waste reduction.
Defined business requirements and led integration of key internal business systems resulting in the future decommissioning of 20+ legacy systems.

WALGREEN CORPORATION Deerfield, Illinois Operations Manager 03/2013 to 10/2015

Brought into corporate from store-level management in order to provide operations review and analysis of P&L, budget and key performance indicators, assessment of asset protection, and team collaboration to build strategies for improvement to customer relationship management (internal and external).
Manager, Process Improvement; selected for a special project, with responsibility for identifying, addressing and executing initiatives to control costs, mitigate shrink, and prevent recurring issues.
Collaborated with leadership and staff in Strategic Sourcing, Construction, Asset Management, Legal and Accounts Payable to generate statistical reports, plan project resources, and implement cost and waste reduction initiatives.
Selected Achievements:.
Planned, created and implemented a high-level shrink program yielding $24M in cost reductions.
Led a $7M enterprise-wide telephone expense reduction program (8200 store locations), which included identification, replacement and modernization of obsolete communication systems through implementation of digital capabilities.
Defined issues and implemented $7.5M in enterprise store care expense reductions, which included executing corrective work order processes based on Lean & Six Sigma Black Belt training/certification.
Worked closely with leadership team to remove and replace obsolete equipment with digital systems throughout enterprise pharmacies utilizing business intelligence strategies and techniques.

WALGREENS Elgin, Illinois Store Manager 11/2006 to 03/2013

Managed team of 25+ comprised of sales, service and operations personnel; responsible for overseeing a $13M budget, training, mentoring, performance evaluation, issue resolution and customer excellence.
Supervised the closing of an older store and transfer of all operations and employees to the new Wellness Experience location in Elgin, Illinois.

Education and Training

Bachelor of Arts: Business Administration Marketing November 2006 AUGUSTANA COLLEGE, Rock Island, Illinois Business Administration Marketing Selected Management Coursework and Training: * Harvard ManageMentor - Strategic Thinking; shaping and executing organizational strategy. * Harvard ManageMentor - Strategic Execution; collaboration between senior management and business units on strategic development and execution of action plans for new initiatives. * Presenting to Executives; effective communication of key points of importance to senior management. * Leading Change; best practices in leading change and leveraging the Walgreens' Change Management Methodology, Framework, and Process. * Project Management Workshop: planning and managing projects using Project Management Workbook.

Skills

accounting, Accounts Payable, Asset Management, budget, business intelligence, Business Intelligence Software, business operations, business systems, case management, Change Management, closing, customer relationship management, client, customer relations, data collection, senior management, Finance, functional, Harvard, Human Resources, Information Technology, Inventory Management, leadership, TEAM LEADERSHIP, Legal, managing, mentoring, Excel, Power Point, 98, Word, Minitab, enterprise, Oracle, organizational, personnel, policies, predict, Presenting, process design, processes, PROCESS IMPROVEMENT, Product Development, Project Management, reporting, Sales, SAS, SIMS, Six Sigma, strategy, Strategic, strategic development, strategic planning, Strategic Sourcing, Strategic Thinking, Tableau, telephone, Visio, vision, waste reduction, workflow

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Operations Manager Resume Example

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