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Operations Manager Resume Example

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OPERATIONS MANAGER
Summary

Focused Operations Manager bringing 11 years of experience in day-to-day business operations management and a total of 21 years experience working with insurance companies, agents, applicants, claimants, and patients. Adept at liaising with key clients, accounts and external business stakeholders to build rapport and drive retention. Ready to apply demonstrated ability to streamline processes to increase efficiency and reduce costs.

Skills
  • Policies and procedures implementation
  • Process improvement strategies
  • Performance management
  • Team Building/Leadership
  • Customer relationship management
  • High-pressure environments
  • Relationship development
  • Business and Operations Management
  • Dedicated
  • Troubleshooting and problem solving
  • Customer service
  • Proficient with Microsoft Office products
Experience
August 2010 to July 2020
Examination Management Services Inc.Waco, TXOperations Manager
  • Managed daily operations, including supervising multiple team members in both onsite and remote positions.
  • Established work priorities to meet contractual obligations.
  • Helped design performance metrics to provide traceability through organization and advance tactical and strategic business goals.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Implemented process improvements based on identification of productivity or quality issues.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Recruited, hired and trained crew members on application of systems, customer relations and customer service.
  • Assisted in refining procedures, defining best practices and correcting reported audit issues.
  • Contributed to development and evaluation of service level agreements that complied with established operational parameters.
  • Developed incident management strategy, including troubleshooting, root cause analysis and timely resolution.
  • Provided excellent customer service, both verbal and written, to insurance companies, insurance agents, copy services, applicants, and claimants on a daily basis.
  • Served as Emergency Event Coordinator, assisting staff with emergency evacuation plans, shelter in place plans, active shooter strategies, etc.
October 2006 to August 2010
Examination Management Services Inc.Waco, TXTraining Supervisor
  • Used diverse technology resources to provide engaging experience.
  • Implemented variety of skills to equip and enable employees to bring their best to work every day.
  • Met with company and department leaders to gather information for new training courses.
  • Developed on-the-job training programs to improve new hire productivity and retention after training period.
  • Conveyed current policy, procedure and compliance information to employees.
  • Identified and communicated to management regarding areas needing additional training.
  • Completed evaluations of new employees to determine strengths and customize training.
  • Developed user manuals and trained employees on new systems developed specifically for company with minimum level of frustration and training friction.
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Evaluated and communicated trainee participation and performance in reports to management.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
  • Incorporated new curriculum to meet changing needs.
  • Supervised department trainers, tracking their results and providing feedback.
  • Traveled to India to train new vendor.
November 2000 to October 2006
Examination Management Services Inc.Waco, TXTrainer
  • Reduced process gaps by effectively training new hires on best practices and protocols.
  • Documented participant attendance, engagement and progress.
  • Created successful courses based on evaluation of student needs.
  • Created and offered additional materials to enhance training.
  • Delivered instruction on broad range of topics, integrating audio-visual presentations and training materials. Course included but were not limited to telephone etiquette, internal/external customer service, HIPAA, new hire training for all positions, Effective Employee Performance management, Business Communication, etc.
  • Proactively identified and solved complex problems related to employee training, management and business direction.
  • Ordered materials and supplies to use in sessions and kept costs under training budget.
  • Delivered in-depth, valuable training sessions of up to 30 employees both in-person and via teleconferencing systems.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
  • Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
  • Explained goals and expectations required of trainees at beginning of session.
February 1999 to November 2000
Examination Management Services Inc.Waco, TXCaseworker
  • Contacted Dr offices, hospitals, pharmacies and insurance companies to collect copies of medical records for insurance needs.
  • Documented contents of conversation and submitted required documentation/authorization to offices in order to release needed documentation.
  • Reviewed medical records for quality, once returned, to submit to insurance company.
Education and Training
May 1995
China Spring High School
China Spring, TX
High School Diploma
August 2020
McLennan Community College
Waco, TXGeneral Academics
Associate of Arts
References

Lacy Witte

Vice President - APS Retreival Operations at Enoah

254.405.0415

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Resume Overview

Companies Worked For:

  • Examination Management Services Inc.

School Attended

  • China Spring High School
  • McLennan Community College

Job Titles Held:

  • Operations Manager
  • Training Supervisor
  • Trainer
  • Caseworker

Degrees

  • High School Diploma
    General Academics Associate of Arts

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