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Operations Manager Resume Example

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OPERATIONS MANAGER
Summary

Ambitious Operations Manager with more than 16 years of management experience in the Customer Service and HealthCare industry. Applies strong analytical and critical thinking skills to solve complex problems with outstanding work ethic, as well as strong leadership skills. 

Highlights
  • Strategic planning
  • Team building
  • Cost reduction and containment
  • Multi-site operations
  • Process improvement strategies
  • Staff retention
  • Relationship building
  • Behavioral Interviewing

 


  • Troubleshooting and problem solving
  • Flexible
  • Dedicated
  • Client relationships
  • Budget Management
  • Yellow Belt Certification
  • United Managers Program
  • Fondational Quality Program


Accomplishments
  • Spearheaded an employee engagement program, resulting in a 25% decrease in annual employee turnover.
  • Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.
  • Boosted customer satisfaction ratings by 10% in under 12 months.
  • Promoted to Call Center Manager in 3 years.
  • Managed call flow with up to 25,000 calls per day.
Experience
11/2007 - Current
United HealthCare － San Antonio, TXOperations Manager

 

  • Recruited, hired and managed 250 new employees for Customer Service.
  • Boosted company efficiency through technology upgrades and process improvements such as Customer Satisfaction and Quality Program.
  • Earned the All-Star Award Business Award for Leaders.
  • Liaison to International Vendor operations for over 100 contractor employees.
  • Developed and managed annual merit/RRP budgets for 200 employees.
  • Monitored project schedules for 10 projects at a time.
  • Managed the day-to-day tactical and long-term strategic activities within the business.
  • Community Council employee - organized multiple community events such as Haven for Hope, Customer Service Week, Back Pack drive for Kids, March of Dimes.
03/2007 - 11/2007
United Health Group － San Antonio, TXCustomer Advocate Supervisor
  • Identified inefficiencies and made recommendations for process improvements.
  • Mentored, coached and trained 20 team members.
  • Oversaw the development and launch of Vision Provider Experience.
  • Developed and shared best practices across the company, including implementation of products, open enrollment, and benefit design.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Ran reports and supplied data to fulfill customer report requirements.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Subject Matter Expert Vision and Dental line of business.

 

07/2004 - 03/2007
United Health Group － San Antonio, TXCall Center Supervisor
  • Mentored, coached and trained 30 front line Customer Service team members.
  • Managed daily tasks of monitoring schedule adherence, quality assurance, average call handling time, tracking tardiness and absenteeism, coaching and developing, and identifying and resolving performance issues.
  • Subject Matter Expert on Human Resource and Corporate Policies.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.
07/2003 - 07/2004
Infonxx － San Antonio, TXCall Center Supervisor
  • Managed a team of customer service representatives for our mobile directory assistance department.
  • Daily activities included; coaching and developing CSR's, tracked attendance, handled HR questions and payroll approvals, monitor performance issues, and assisted in the management of the call center in meeting performance goals.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.
08/2002 - 05/2003
The Berry Company － Dayton, OHMarketing Scoping & Content Manager
  • Project leader for the field-marketing Managers & Clients.
  • Coordinated and researched geographical areas for expansion and reduction of marketing directories.
  • Analyzing directory area and annual revenue cost.
  • Managed Marketing Sales System.
  • Managed the development of market research & the local visual coordinators and marketing internship program.
05/1999 - 08/2002
The Berry Company － Dayton, OHMarketing Content Analyst
  • Conducted, gathered, and analyzed Sales Ally usage reports for all sales markets.
  • Researched and maintained and ongoing awareness of demographic and on-line research providers.
  • Ensured the most current and pertinent information available to sales reps.
  • Contributed to development of strategic training materials for new sales representative.
  • Updated and managed current database with all content and sales reps access into Sales Ally selling system.
  • Coordinated and managed marketing department internship program, research coordinator, and market visual specialist.
  • Conducted pre-screening interviews for new sales representatives.
  • Assisted Corporate Trainer with sales force training.
Education
1997
Wright State UniversityDayton, OHB.A: History/Sociology
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Resume Overview

Companies Worked For:

  • United HealthCare
  • United Health Group
  • Infonxx
  • The Berry Company

School Attended

  • Wright State University

Job Titles Held:

  • Operations Manager
  • Customer Advocate Supervisor
  • Call Center Supervisor
  • Marketing Scoping & Content Manager
  • Marketing Content Analyst

Degrees

  • B.A : History/Sociology

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