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Operations Support Resume Example

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OPERATIONS SUPPORT
Executive Summary

Four years of management and training experience in retail and telecommunications able to recognize excellence in individuals, and inspire team members to achieve their potential while working toward common goals. Three years of executive and operations support as an organized and conscientious self-starter that is able to strategize and prioritize effectively priorities and maintain a positive attitude and strong work ethic.

Core Qualifications
  • Strong analytical skills                                                             
  • Employee training and development
  • Excellent problem solving skills                                                          
  • Conflict resolution techniques
  • Customer needs assessment                                     
  • Team management
  • Schedule management
  • Meticulous attention to detail
  • Skilled multi-tasker
Professional Experience
April 2014
to
April 2015
Wellcare Health Plans Tampa, FL Operations Support
  • Conducted outbound calls to members as appropriate based on the needs of the department, lines of business, and markets.
  • Produced a high volume of work by effectively executing department policies and initiatives.
  • Completed customer service functions while coordinating member needs and maintaining member and provider confidentiality.
  • Applied all applicable policies, procedures, regulatory requirements and quality standards as required.
  • Provided support for special projects including fulfillment of educational materials, data entry, research and analysis and records retrieval.
June 2012
to
March 2013
Dillard's St. Petersburg, FL Selling Business Manager
  • Led startup and grand opening of new cosmetics sales counter. Exceeded sales and profit goals by up to 8% and 12%, respectively, from first month of opening.
  • Completed weekly schedules according to payroll policies.
  • Wrote order supply requests to replenish merchandise.
  • Contributed to merchandising ideas at team sale meetings.
  • Addressed customer inquiries and resolved complaints.
  • Stocked and restocked inventory when shipments were received.   
July 2011
to
May 2012
Salon Centric Atlanta, GA Store Manager
  • Managed the retail sales of merchandise in a high volume sales store with yearly sales exceeding $1 million dollars
  • Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
  • Determined staff promotions and demotions, and terminated employees when necessary.
  • Fulfilled customer shipping needs using UPS and USPS methods.
  • Worked closely with the district manager to formulate and build the store brand.
  • Trained staff to deliver outstanding customer service.
  • Completed weekly schedules according to payroll policies.
  • Wrote order supply requests to replenish merchandise.
November 2008
to
June 2010
Outcomes Health Information Solutions Alpharetta, GA Appointment Scheduler
  • Contacted physician's offices in an assigned territory to schedule various forms of medical record reviews.
  • Coordinated and confirmed a monthly schedule within a 6 month time span for an assigned Field Representative to retrieve the requested medical records.
  • Verified provider demographic information in order to fax or mail the record retrieval documents to the correct facility ensuring patient confidentiality and document accuracy.
  • Followed up with the facilities to confirm that the correct documentation has been retrieved and forwarded to the correct department to ensure the record retrieval process has been completed.
February 2007
to
August 2008
Freedom Health Plans Tampa, FL Assistant Supervisor
  • Managed a team of  25-30 associates by monitoring performance and providing assessments, education of new protocol or procedures and training.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to senior management. 
  • Resolved customer questions, issues and complaints.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
October 2005
to
February 2007
Puig Development St. Petersburg, FL Lead Sales Associate
  • Received promotion from Executive Assistant to Lead Sales Associate within 6 months of employment.
  • Responsible for sales of condominiums to clients and private investors ranging in price from $100,000-$300,000.
  • Assisted clients and mortgage lenders with the closing process post condominium purchase by ensuring the accuracy of purchase agreements.
  • Researched the current market in St. Petersburg to stay informed and give superior sales presentations.
  • Gathered, distributed and maintained all the materials for marketing plans.
  • Provided daily, weekly and monthly detailed sales reports based on the data analysis of unit sales Organized company meetings and formatted documentation outlining weekly and month meeting minutes.
June 2005
to
November 2005
Puig Development St. Petersburg, FL Executive Assistant
  • Served as a professional representative of the Executive Property Sales Manager to executive clients, investors and board members.
  • Collaborated with other administrative team members, human resources and the finance department on special projects and events. Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
  • Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
  • Created and/or proofread executive documentation in Microsoft Word, Excel and Access.
Education
2013
Loraine's Academy St. Petersburg, FL PARAMEDICAL ESTHETICS CERTIFICATE
2007
St. Petersburg College St. Petersburg, FL International Business
Professional Value Offered

Employee Management

  • Liaised with HR department to establish employee benefits, training, payroll and termination procedures.

Training

  • Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.

Scheduling

  • Facilitated onboarding of new employees by scheduling training, answering questions and processing paperwork.

Process Improvement

  • Oversaw implementation of new phone system which resulted in more cost-effective service.

Customer Service

  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.



Qualifications
  • Competent at managing responsibilities and associates in a high-volume atmosphere
  • Strong ability to juggle competing priorities
  • Interfaces effectively with diverse personalities
  • Advanced knowledge of Microsoft Office products Knowledgeable and reliable professional, committed to top quality work
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Resume Overview

Companies Worked For:

  • Wellcare Health Plans
  • Dillard's
  • Salon Centric
  • Outcomes Health Information Solutions
  • Freedom Health Plans
  • Puig Development

School Attended

  • Loraine's Academy
  • St. Petersburg College

Job Titles Held:

  • Operations Support
  • Selling Business Manager
  • Store Manager
  • Appointment Scheduler
  • Assistant Supervisor
  • Lead Sales Associate
  • Executive Assistant

Degrees

  • PARAMEDICAL ESTHETICS CERTIFICATE
    International Business

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