Advanced Operations Manager offering over 17 years of experience and proven success in production, quality assurance and leadership. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve goals. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Accomplishments
Earned the Shining Star Award in 2020 and 2019 for exceptional leadership and team development.
Promoted to Operations Manager after 2 years with the company.
Supervised team of 12-14 team managers who each managed 20-25 advisors.
Used Microsoft Excel to develop productivity tracking spreadsheets.
Skills
Records Organization and Management
Staff Scheduling
Budget Control
Verbal and Written Communication
Administrative Management
Performance Assessment
Microsoft Office Tools
Work History
Operations Manager, 08/2014 to Current Enterprise Information Services – Norfolk, VA,
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Advanced productivity KPIs by leading trainings on procedures and safety practices.
Devised processes to boost long-term business success and increase profit levels.
Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
Reviewed shift reports to understand current numbers and trends.
Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
Set, enforced and optimized internal policies to maintain responsiveness to demands.
Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
Hired and trained new employees in.
Suggested corrective services to handle customer complaints.
Trained and guided team members to maintain high productivity and performance metrics.
Assisted in recruiting, hiring and training of team members.
Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
Coordinated leadership workshops to educate team members on best practices to optimize productivity.
Reduced operational risks while organizing data to forecast performance trends.
Managed team of 12-14 Team managers who led 20-25 advisors each
Customer Service Associate, 05/2013 to 06/2014 Macom – Horseheads, NY,
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Informed customers about special promotions and provided detailed information for various products.
Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Resolved concerns with products or services to help with retention and drive sales.
Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Offered basic technical support for clients on wide range of company products.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Handled 50-75 calls per day while maintaining 98% customer satisfaction rating
Customer Service Representative, 01/2012 to 03/2013 Veolia – Blaine, MN,
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
No Degree: Business Administration, Expected in 05/2022 Southern New Hampshire University - Hooksett, NH GPA:
Completing Associates in Business Administration
Projected Graduation Date-May 2022
High School Diploma: , Expected in 05/2000 Red Springs High School - Red Springs, NC GPA:
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