operations supervisor resume example with 8+ years of experience

Jessica Jessica
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :

Background of accomplishment includes leading team of 20 professionals, increasing satisfaction scores by 47% and improving call volume by 30%. Successful at dealing with advanced issues in a knowledgeable and professional manner.

  • Quality controls
  • Employee training
  • Knowledge database expertise
  • Recognition programs
  • Call center operations
  • Performance monitoring
  • Resolving issues
  • Payment processing
  • Account updating
  • Report preparation
  • Analytical abilities
  • CRM
  • Team building
  • Employee engagement
  • Recruitment and hiring
Operations Supervisor, 10/2021 to Current
Maximus, Inc.Pittsford, NY,
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • managed and motivated employees to promote professional skill development.
  • Complied with company policies, objectives and communication goals.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Delegated work to staff, setting priorities and goals.
  • Maximized warehouse efficiency by dispatching crews and coordinating optimal daily schedules.
  • Collaborated with cross-functional teams to plan daily activities and operations to meet targets.
Call Center Lead, 12/2015 to Current
MetlifeSpringboro, OH,
  • Trained new employees on processes to promote productivity team-wide.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Delegated work to staff, setting priorities and goals.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
  • Coordinated work of 16 employees by offering clear direction and motivational leadership.
  • Supervised 16 CSRs completing efficient daily Inbound and Outbound Calls.
  • Delivered constructive call process feedback.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
  • Created documentation and reports for calibrations and management meetings.
  • Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
  • Devised new and improved records management programs to organize and protect data.
  • Reviewed diverse organizational problems to assess concerns with areas such as workflows, communication and cost controls.
  • Worked with the IT department to resolve technology issues in the call center.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
File Clerk, 02/2014 to 09/2015
St. Catherine Of SienaJamaica, NY,
  • Reviewed files to check for complete and accurate information.
  • Scanned and filed forms, reports, correspondence and receipts.
  • Retrieved requested files and delivered to appropriate personnel.
  • Sorted incoming paperwork and filed in employee folders.
  • Maintained inventory of file room supplies such as paper products, stamps, folders and labels.
  • Maintained employee files, observing strict data confidentiality procedures.
  • Coordinated administrative tasks, including word processing, filing, scanning, archiving and faxing for team of 30.
  • Entered, organized and secured digital data for cases and billing records.
  • Managed general clerical tasks such as adding bar codes and reshelving collections.
Sandwich Artist Shift Leader, 09/2013 to 02/2014
SUBWAY®RestaurantsCity, STATE,
  • Kept customer and food preparation areas clean and well-organized.
  • Organized food preparation stations and regularly replenished supplies.
  • Stored food properly to prevent spoilage, cross-contamination and illnesses.
  • Completed opening, closing and shift change tasks by following company guidelines.
  • Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Verified orders and bagged items for easy transport.
  • Used POS system and cash register to receive payments by cash, check, credit card and voucher.
  • Trained sandwich artists to apply attention to detail and commitment to quality.
  • Performed food preparation tasks by making salads, brewing coffee and tea and slicing meats.
  • Informed customers of regular deals or monthly specials to upsell orders.
  • Completed efficient store opening and closing procedures each day.
  • Talked pleasantly with customers while taking orders and promoted positive image for business.
  • Complied with safety and sanitation guidelines to maintain health and well-being of customers and other staff.
  • Took orders, prepared foods and processed payments in full-service establishment.
  • Monitored and counted food stock and supplies to reorder on time.
  • Conducted random audits on inventory levels to uncover variances between reported count and actual count.
Education and Training
: Business Management, Expected in to Oklahoma State University - Oklahoma City - Oklahoma City, OK

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Resume Overview

School Attended

  • Oklahoma State University - Oklahoma City

Job Titles Held:

  • Operations Supervisor
  • Call Center Lead
  • File Clerk
  • Sandwich Artist Shift Leader


  • Some College (No Degree)

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