Talented Operations Manager skilled in distribution, production and process control. Possesses a high degree of integrity and an outstanding work ethic, as well as strong leadership qualities. Highly enthusiastic customer service professional with 23 years client interface experience.
Expertise includes Superior Customer Service, reporting, event and travel planning, vendor relations and budgeting.
Seeking new opportunities in Retail services.
Coordinated and lead efforts across a large cross-functional team. Planned, coordinated and controlled daily operations of the organization. Identified inefficiencies and made recommendations for process improvements. Monitored ongoing expenses relative to budget projections. Recruited, retained and developed staff. Trained and supported users during new system implementations and upgrades. Reviewed sales price and operating costs. Implemented corrective actions. Organized meetings. Drafted business plans, budgets and quarterly and semi-annual business reviews. Offered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives. Facilitated monthly and quarterly physical inventory counts. Upheld stock levels and proper pricing for multiple product lines. Managed the purchasing process for the entire department. Managed vendor chargebacks and follow up. Researched current and past business performance using online systems and available reports.
Scheduled and confirmed appointments for entire management team. Provided support for AGM and sales team in managing operation work flow. Verified and logged in deadlines for responding to daily inquiries. Coordinated meetings with other department managers and served as main liaison between sales and engineering staff. Calculated, prepared, and issued bills, invoices and account statements according to established procedures. Communicated with customers, employees and other individuals to answer questions and explain information. Cross-trained and provided back-up for other customer service representatives when needed. Worked under strict deadlines and responded to service requests and emergency call-outs.Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders. Guaranteed positive customer experiences and resolved all customer complaints. Processed and issued money orders for customers. Compiled weekly monetary reports and records for store managers. Communicated all merchandise needs or issues to appropriate supervisors. Ordered replenishment merchandise for items in the stockroom/warehouse.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues. Properly directed inbound calls in phone queues to improve call flow. Verified that information in the computer system was up-to-date and accurate.
Business Plan, Customer Service, coaching, employee communications, employee relations, financial planning, Human Resource, Leadership Skills, managing, Marketing, Microsoft Office, role modeling, Operations Management, process improvement, processes, recruiting, safety, service level agreements, employee development, vision
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