Operations Team Leader Resume Example HKT Teleservices

OPERATIONS TEAM LEADER

Professional Summary

Advanced Operations/Production Supervisor offering over many years of experience and proven success in manufacturing and production, quality assurance and leadership. Highly skilled in streamlining operations and improving through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals.

Skills

Materials inspections
Corrective actions
Quality Assurance
Training
Customer Service
MS Office

Time management
Data Analysis
Data Collection
Technical Support
Administrative support
Process Development

Work History

02/2019 - 03/2020Operations Team Leader | HKT Teleservices - Grove City, OH

Improved team efficiency and productivity by restructuring workflow and managing assignments
Kept team activities in compliance with safety, regulatory and environmental guidelines
Managed high workload with consistent record of achieving deadlines and production targets
Trained, mentored and directed team of 15-20 specialized advocates
Set schedules and oversaw daily workflow
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement
Oversaw appointment scheduling and itinerary coordination for both clients and personnel
Enhanced training programs to strengthen employee knowledge and promote new managers from within
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty
Exceeded team goals and collaborated with staff members
to implement customer service initiatives
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
Supervised day-to-day customer service operations to provide staff with guidance and drive productivity
Coached team members to deliver hospitable, professional service while adhering to set service models
Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction

04/2017 - 02/2019Operations Team Coordinator | HKT Teleservices - Dublin, OH

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Followed protocol to ensure lead Advocates accomplished 20-40 inbound calls per day
Assisted Advocates with inbound and social media tasks and customer relation responsibilities
Learned how to complete coaching opportunities and corrective action for various behaviors with minimal supervision, contributing to successful production needs and expectations
Participated in meetings to discuss new client expectations and business forward opportunities
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys

07/2016 - 04/2017Client Case Manager | HKT Teleservices - Dublin, OH

Consulted withoutside parties to resolve discrepancies and create effective solutions
Regularly exceeded daily expectations and product add-on quotas
Offered internal and external customers first-rate customer service to maximize satisfaction and business success
Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
Assessed and offered solutions to improve procedures and customer experiences
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
Accomplished base requirements of 25-45 calls per day to ensure service level and client expectations
Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes
Verified accuracy of customer account information and updated when necessary

06/2014 - 04/2016Lead Quality Inspector | Greenville Technology Incorporated - Greenville, OH

Adhered to safety and clean area procedures to comply with agency and regulatory mandates
Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process
Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements
Conducted data review and followed standard practices to find solutions
Interpreted test results by comparing to established specifications and control limits, making recommendations on appropriateness of data for release
Managed/Inspected 300+ parts per day
Performed routine maintenance and calibration on testing equipment
Identified and resolved variances to bring products in line with requirements
Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes
Liaised between quality control and other departments and contractors, providing project updates and consultation
Completed supporting documentation for testing procedures, including data capture forms, equipment logbooks and inventory forms

Education

05/2010Greenville Senior High School, Greenville, OHHigh School Diploma:

Target Job

Operations Supervisor

Quality Assurance Manager

Production Manager

Quality Inspector

Customer Care Supervisor

Resume Overview

Companies Worked For:

HKT Teleservices
Greenville Technology Incorporated

School Attended

Greenville Senior High School

Job Titles Held:

Operations Team Leader
Operations Team Coordinator
Client Case Manager
Lead Quality Inspector

Degrees

High School Diploma :

Operations Team Leader Resume Example

Resume Score: 80%

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