LiveCareer-Resume

operations manager resume example with 9+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Industriousness, Focus, and Productivity that Increases Profitability [Customer Satisfaction] Focused and disciplined motivational leader seeks to add immediate value to a top tier organization. Organizational problem-solver with advanced supervisory, team building and customer service skills, strong interpersonal skills and experience working with a broad spectrum of personalities. Candidate can be successful in a team environment or independent. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale building techniques to maximize employee engagement and performance. Candidate’s results oriented business acumen can support a large clientele for your company. Increase customer retention and satisfaction by adding top support talent to your team.

Skills
  • CLIMB (2018, 2019)
  • Value Added Skills
  • Proficient with most software including Microsoft Office and Lotus Notes.
  • Proficient computer skills in Windows environment.
  • Trained in telecommunication specific systems such as
  • Boss, Bars, SOP DOE, SSP, Ez Info (Updated to Vibe) Coffee, Avaya, IEX.
  • Trained on Customer Service Digital , Verint, Black Knight , Director 7
  • Customer Service
Experience
Operations Manager, 07/2021 - Current
Xylem Inc. Batavia, NY,
  • Interaction
  • Guided and motivated staff to drive maximum performance
  • Managed staff, financials and key performance indicators to facilitate business operations
  • Recruited, hired and trained employees on operations and performance expectations
  • Coordinated activities with other departments to expedite work and improve interdepartmental performance
  • Cultivated and maintained relationships to promote positive work culture
  • Generated reports to review data and issue corrective actions for improvements.
Operations Manager, 05/2019 - 07/2021
Xylem Inc. Carterville, IL,
  • Borrower Experience
  • Management, execution and adherence of the company’s Presidential Complaint Management & Customer Survey Program
  • Responsible for oversight, training, tracking and reporting for all Vendors in conjunction with the Complaint Management program
  • Responsible for handling of regular internal and external audit requests
  • Responsible for complaint and survey reporting to clients, Risk, Executives and key stakeholders
  • Responsible for the development and maintenance of policies and procedures within the department
  • Consistently drive for process improvements within Borrower Experience and other business units to decrease complaints and improve borrower satisfaction
  • Drive for acceptable survey response rates
  • Represent the Member Experience team and borrower surveys with CU Servnet
  • Meet regularly with credit unions to share program results.
Manager- Customer Service, 11/2015 - 05/2019
Weather Modification Inc. Eden Prairie, MN,
  • Maintain performance expectations of two of Cenlars high touch clients whom generate approx
  • 50,0000 calls per month by maintaining daily insight of performance to ensure that applicable SLA’s are met as contractual obligated
  • Manage supervisors to increase or maintain overall agent performance through monitoring call center metrics to identify trends and potential problems impacting the quality of customer service
  • Provide an enhancement based on the needs of the department/company for efficiency, cost benefit or process improvement
  • Drive all staff to meet all performance metrics utilizing positive morale boosting, team building strategies which incorporates the engagement of all staff
  • Participate in client meetings, quality calibrations, and client culture trainings
  • Meet regularly to set goals and groom existing staff to successfully achieve personal and professional development through completion of individual performance plans, IDP & scorecards for each direct report to successfully focus on their desired career path
  • Conduct new hire onboarding training for new recruits, and schedule development refresher sessions for existing management staff based on the needs of the business
  • Organize management events inclusive of motivational team building exercises, book clubs, and employee recognition initiatives
  • Conduct topic driven training based on client expectations to increase agent level performance
  • Travel to partner location & vendors to oversee employee trainings.
Customer Service Supervisor, 05/2015 - 11/2015
Fleetcor Saint Charles, IL,
  • Establish and monitor goals for acceptable performance in accordance with company & departmental standards
  • Work in conjunction with Business Analysts/ WFM on daily scheduling for call volumes, adherence to client/company overall Service Level Agreements
  • Meet weekly with all direct reports for performance metrics review and professional development
  • Motivate employees to reach department goals and objectives
  • Participate in handling incoming and outbound call needs to meet the goals of the department/client.
Call Center Supervisor, 01/2013 - 03/2015
Aegis Communications City, STATE,
  • Collaborate with HR to recruit qualified candidates by conducting interviews, and facilitating pre-employment testing to ensure candidate meets all job requirements
  • Responsible for providing on board training for new hires including but not limited to company systems, customized customer service soft skills, and company product training
  • Responsible for supervising and leading a team of existing associates on a specific engagement by establishing and measuring performance goals congruent with company and client expectations
  • Monitored, tract and evaluate associate performance and provide feedback\and or individual coaching to associate to ensure engagement goals are met using a combination of witness monitoring system or other related technology, side-by-side observations, performance reports, etc
  • Develop and administer performance action plans by engagement and/or associate to ensure goals are achieved
  • Disseminate new information, materials, and equipment to associates and ensure proper usage and comprehension.
Education and Training
High School Diploma: , Expected in 06/1991
-
Willingboro High School - Willingboro, NJ
GPA:
Status -
Accomplishments
  • Burlington County College, Burlington, NJ Associate of Applied Science – TBD
  • Customer Sensitivity Training (04/2004)
  • High Volume Call Center Environment Training (04/2004)
  • Fiber Optics “FIOS” Training (6/08)
  • Enhanced Customer Service and Professional Envelopment ( 2014)
  • 20 years’ experience with the customer service industry
  • Lean Apprentice Certified
  • Awards
  • Top Revenue Performer (2006, 2007, 2008)
  • Recognized for Outstanding Dependability (2009)
  • Cenlar CI Supervisor of the month ( 2016)

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Resume Overview

School Attended

  • Willingboro High School

Job Titles Held:

  • Operations Manager
  • Operations Manager
  • Manager- Customer Service
  • Customer Service Supervisor
  • Call Center Supervisor

Degrees

  • High School Diploma

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