operations team leader resume example with 15+ years of experience

(555) 432-1000,
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Business and Customer Support Management

Proficient Business Leader with advanced understanding of Business Analytics. Dedicated to making real-world contributions by multi-tasking, managing projects and prioritizing customer needs. Strong knowledge of Microsoft technologies used in corporate environment. Exceptional communicator with superior leadership, customer relations and conflict management abilities.

Demonstrates self-motivation and a disciplined management approach built over 15+ years of experience. Familiar with diverse operational areas, including employee coaching, document management and budget administration.

Top-notch problem-solver, conflict manager and project leader, successful at taking on routine and complex business challenges with resourceful and creative approach.

Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.

  • Power BI Analytics
  • Risk Analysis
  • Dashboard-Forecasting Applications
  • Project Management
  • Replenishment/Inventory Management
  • Six Sigma Greenbelt
  • Call Center Processes and Software
  • Voice of the Customer/Medalia
  • SAP/C4Hana/Gui/Design Mgr.
  • Business Analytics
  • Client & Vendor Relations
  • Contract Management
  • Policy Development
  • Policy/Procedure Development
  • Business Insights
  • MRP and ERP Systems
Education and Training
Columbia Southern University Orange Beach, AL, Expected in 04/2022 Master of Science : Organizational Leadership - GPA :
  • Summa cum laude graduate
  • Omega Nu Lambda Member
National Louis University Lisle, IL, Expected in 05/2007 Accelerated Cohort Certificate : - GPA :
Northern Kentucky University Newport, KY Expected in 05/1996 Bachelor of Science : Organizational Studies, Marketing - GPA :
  • Cum laude graduate
Cincinnati State Technical And Community College Cincinnati, OH, Expected in 09/1993 Associate of Applied Science : Marketing - GPA :
  • Certificate of Business Analyst, University of California, Irvine, CA
  • Certificate of Green Belt Six Sigma Lean, University of California, Irvine, CA
  • Project Management Certification, University of California, Irvine, CA
Weyerhaeuser Company - Operations Team Leader
Castle Rock, WA, 09/2013 - Current
  • Assisted with development and implementation of quality controls, productivity standards and compliance guidelines.
  • Determined effective schedules and managed daily workflow.
  • Generated bi-monthly reports detailing operational performance as compared to targets.
  • Managed up to 17 team professionals and outside contractors and vendors.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Implemented process innovations to improve overall performance and reduce labor costs.
  • Cultivated and strengthened relationships with customers, outside contractors, vendors and internal stakeholders.
  • Completed ongoing quality checks on Key Performance Indicators, closely following strict quality assurance guidelines.
  • Utilized expertise in SAP and Power BI Analytics to produce business justifications and recommendations
  • Compiled and verified data to resolve issues and streamline efficiency.
  • Supported engagement in technical and administrative services, encompassing back-end workers, designers, planners and other personnel.
  • Reduced process lags and trained team members on best practices and protocols.
  • Streamlined operations and slashed costs to save $250K+ while eliminating necessity of external vendors.
  • Coordinated services with external companies to check whether utility installations were completed on schedule.
Ethicon Inc, Johnson & Johnson - Senior Customer Service Supervisor
City, STATE, 06/2011 - 09/2013
  • Assembled, managed, developed, empowered, and trained a high-performance team of Customer Service Representatives in International sales, Warranty, and Escalations sub-groups within the customer service center; authored performance metrics; and developed incentive programs for all customer service departments
  • Made significant contributions towards organizational growth in formulated/implemented team contests, awards, and developed recognition programs for net promoter scores
  • Monitor/Assessed team skills using real time analysis, and by instituting customized continuing education skills trainings, assisting in decision-making for representatives, and by improving team talents
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Directed the team in servicing 100k+ hospitals, surgical centers, and private physicians in the $1B medical devices sector; evaluated contracts/bids from the military, government, and hospital networks, while serving as a project member on multiple project initiatives that centered on eCommerce tools and billing enhancements, and on elevating efficiencies by implementing new CRM and credit card systems
  • Obtained HCC regulatory approvals by successful auditing and data validation, and establishing audit trails, while simultaneously producing quarterly analysis reporting, and logistics, related to on time shipments and freight cost analyses
  • Authored standards of performance and department policy
  • Worked collaboratively with IT on development projects and creating process improvements that impacted interdepartmental communications;
  • Managed EDI to eCommerce platform projects; and served as a UAT tester and key stakeholder throughout IT projects
  • Reviewed/approved RFPs and RFQs from prospective information technology vendors
  • Helped compile requirements, assumptions, use cases, and task performance risks while developing post implementation testing/analysis
Morton Salt Company - Vendor Manager/Inventory & Replenishment Coordinator
City, STATE, 09/2006 - 06/2011
  • Managed vendor relations and contracts through strategic partnerships which saved costs and delivered premium contract pricing.
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
  • Managed daily operations within customer service by supporting continuous delivery of excellent services and care.
  • Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client appointments.
  • Worked with management team to improve workflows and eliminate unnecessary tasks.
  • Managed work requests, new orders and pricing changes while coordinating logistics to verify delivery dates.
  • Evaluated program performance against expectations.
  • Oversaw customer service and satisfaction initiatives, reporting to management on successful strategies.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Activities and Honors
  • Member, Alumni Association Columbia Southern University
  • Volunteer Coordinator, Ronald Mcdonald House S. California
  • American Red Cross Educational Volunteer

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Resume Overview

School Attended

  • Columbia Southern University
  • National Louis University
  • Northern Kentucky University
  • Cincinnati State Technical And Community College

Job Titles Held:

  • Operations Team Leader
  • Senior Customer Service Supervisor
  • Vendor Manager/Inventory & Replenishment Coordinator


  • Master of Science
  • Accelerated Cohort Certificate
  • Bachelor of Science
  • Associate of Applied Science

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