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Operations Manager Resume Example

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OPERATIONS MANAGER
Summary

Accomplished and energetic Operation manager with a solid history of achievement in operation. Motivated leader with strong organizational and prioritization abilities.

Detail-oriented successful in building and motivating dynamic teams while cultivating company culture comfortable for staff and highly productive. Motivated team leader driven to cut company costs and boost revenue through innovative management and sales techniques.

Skills
  • Carrying out regular audits of staff performance and quality of work to ensure the highest standard of service and workmanship is being achieved.
  • Ensuring that accidents, incidents, near misses, quality failures and service deterioration trends are investigated competently.
  • Raising levels of commercial awareness amongst staff.
  • Ability to understand, manage and deliver KPI's.
  • Thriving in fast-paced interdisciplinary team.
  • Excellent spoken and written communication.
  • Independent, self-motivated and resilient.
  • Can work under pressure and to tight deadlines.
  • Never giving up when the going gets tough.
  • Can remain focused for long periods of time.
  • Sociable and easy to get along with.
  • Can work as part of a team as well as individually.

AREAS OF EXPERTISE

•Project management

•Field operations

•Managing staff

•Overseeing work

•Improving performance

•MS Office

•Budgets, Managing, Routing

•Clerical, Meetings, Safety

•Coaching, MS Office, Sales

•Customer Satisfaction, Office, Scheduling

•Customer service skills, Monitors, Self-motivated

•Direction, Performance appraisals, Staff management

•Documentation, Performance management, Staffing

•Employee relations, Personnel, Strategic

•Fast, Policies, Supervisory

•Financial, Printer, Taxes

•Gross profit, Progress, Technician

•Hiring, Project management, Variance analysis

•Human resources, Quality, Written communication

•Inspect, Quality Management

•Insurance, Quality control

•Inventory, Rapport

•Leadership, Recruitment

•Loss Prevention, Risk management

•Area management

Experience
Operations Manager06/2010 to CurrentCompany NameCity, State
  • Provide leadership and direction to a team of 25-50 mobile technicians responsible for generating over $7M in annual revenues by providing service to 3000+ customers each month.
  • Reviews customer metric data and develops plan to improve satisfaction levels.
  • Utilizes workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction (Sales, Technical, Clerical, and Supervisory).
  • Monitors key performance to state of service, cost per call and productivity.
  • Recognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP (ancillary sales)) throughout the district.
  • Partners with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads.
  • Partners with the Region Routing Office to adjust and improve the routing process, as well as to ensure technician data (schedules, seed points, profiles) is accurate.
  • Fosters positive employee relations.
  • Analyzes and reports daily, monthly and annual business performance trends (revenue, cost management, profitability, customer satisfaction, etc.), and develops and/or recommends strategic solutions to improve business performance and meet Earnings before Interest, Taxes, Depreciation and Amortization (EBITDA) goals.
  • Implements, directs, adheres and ensures compliance to all applicable laws, regulations, and company policies, company values and code of conduct.
  • Manages activities for the recruitment, and hiring, and performance management and career pathing of direct reports.
  • Partners with Loss Prevention to reduce shrinkage.
  • Maintains detailed records of all associate training and evaluations.
  • Communicates with staff and associates through frequent meetings, and ensure all managers both technical and branch hold regular staff meetings with their associates.
  • Trains associates to develop their product knowledge/technical skills, customer service skills and business literacy.
  • Follows and ensures compliance of the Safety/Environmental Manual and program via Quality Management Safety Matrix.
  • Acts with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency.
  • Maintains a high level of 'in stock' parts inventory for both branch units and trucks, to adequately serve the customers' needs.
  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates.
Operations Manager07/2007 to 06/2010Company NameCity, State
  • Manage production crews and jobs according to SERVPRO procedures.
  • Manage scheduling and coordination of jobs with crews.
  • Keep VP of Operations manager and office updated on production, as appropriate.
  • Coordinate resources for jobs, complete job file, supervise production and monitor job from start to finish.
  • Resolve problem quickly as they arise.
  • Perform production work as needed.
  • Monitor and follow up on call assigned jobs ensuring customer needs are met.
  • Communicate and establish rapport with commercial, insurance and residential customers.
  • Coordinate with Project managers to make sure job is done in a timely manner.
  • Interviewing and hiring right candidates as needed.
  • Prepares and administers the Division annual budgets, projects revenues and expenditures, monitors fiscal activities.
  • Customer Satisfaction- ensure a high level of customer satisfaction and take care of all customer needs.
  • Initial job scoping- create, review job scope and ensure accuracy and clarity.
  • Project management- manage job file documentation, review all assigned job paperwork, keep customers and CIOs informed about the jobs, monitor sub contractions.
  • Production staff management- confirms timecards are accurate and submit to human resources weekly.
  • Manage daily work in progress meeting to staff up-to-date and coordinate resources for efficient production.
  • Inspect service and final walk- through on jobs.
  • Train production personal- use recommended training program to systematically train production personnel according to SERVPRO guideline.
  • Professional and Personal development- continue professional development of SERVPRO specific skills and expertise.
  • Financial and equipment /assets management - control production expense, ensuring costs are maintained at the established rate.
  • Safety and risk management- make sure production foreman and technician follow safety and risk management guidelines on the jobsite, in the office and while traveling.
  • Quality control- Follow SERVPRO guidelines.
Area Manager01/2002 to 11/2006Company NameCity, State
  • Produced "Multifunction Printer" for a major business in Australia.
  • Managed customer accounts, built positive relationships with customers and grew account base within territory.
  • Automated office operations by managing client correspondence, filing, record tracking and data communications.
  • Organized and filed federal and state tax returns, paying close attention to deadline dates.
  • Accurately tracked, verified and approved accounts payable and accounts receivable invoices and total balances into financial software, conducting monthly balance sheet reviews to reconcile variances.
  • Researched and resolved collections disputes to maintain customer relationships.
Education and Training
Master: Marketing2004SESE
B.A: Finance2003University of Western SydneyCity, State

GPA: 3.8/4.0

  • Completed professional development in [Subject]
2001
B.A: Business Administration And Communication2001Sydney UniversityCity, State

GPA: 3.9/4.0

Accomplishments
  • Obtain a respective career in the Operation Department with the obtained organizational and professional expertise.
  • Extended expertise in all areas of production and distribution operations.
  • Have comprehensive communication skills as well as proved organizational skills.
  • Efficient expertise on time administration.
  • Have effective decision making skill along with efficient assumption capability.
  • Have self-motivating ability and pass the spirit to others.
  • Communicate with Client representatives on a frequent basis regarding operations Manage daily schedules Maintain communication with other Managers/Supervisors Effectively coach, counsel and discipline employees.
  • Monitor and maintain staffing levels with the assistance of the local Human Resources Department Achievement.
Activities and Honors

2014-2017 Top 5/221 Manager in the nation - documentation will be provided if needed.

•2018 top 2/221 Manager in the nation.

•2019 Top Performer Club.

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Resume Overview

School Attended

  • SESE
  • University of Western Sydney
  • Sydney University

Job Titles Held:

  • Operations Manager
  • Area Manager

Degrees

  • Master : Marketing 2004
    B.A : Finance 2003
    2001
    B.A : Business Administration And Communication 2001

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