Focused Operations Manager bringing 17 years of experience in day-to-day business operations management. Adept at consulting with key clients, accounts, and external business stakeholders to build rapport and drive retention. Ready to apply demonstrated ability to streamline processes to increase efficiency and reduce costs. Focused on promoting safety and productivity across multiple business lines. Advanced knowledge of applying trend analysis to create value for customers and profitability for company.
- Staff supervision
- Customer and vendor relations
- Knowledge of performance tracking
- Profit and loss accountability
- Customer retention
- Cost analysis and savings
- Employee development
- Recruiting and hiring
- Supervision and training
- Performance improvements
- Cross-functional team management
- Outstanding communication skills
Pittsburgh, PA, 05/2019 - 02/2021
- Multiple locations.
- Access the competitive landscape and institute changes to sales approach and program in response to competitor's changes in MI, OH, WV, VA, NC, SC, GA.
- Strategic Consulting, including business planning & upselling opportunities in various industries and markets.
- Develop and maintain relationships based on mutual trust and confidence to negotiate contracts with vendors and customers in different markets.
- Understanding customer and industry trends as we move into a new normal.
- Work with warranty companies to be able to solve customer needs in a timely manner.
- Establish, Institute a new company wide Preventative Maintenance Program.
- Establish new Private Pay Division in all current markets with Residential and Multi Family.
- Lead recruitment of technical staff in different industries to meet capacity needs.
- Work with Dispatchers in various states to ensure capacity is being met to drive revenue.
- Weekly virtual meetings with Leadership as well as technicians in specific markets to stay up to date in all markets, Strategic Consulting, including business planning & sales strategy development.
- New Business Development through personal networking, social media and collaborating with colleagues.
- Maintain friendly and professional atmosphere.
- Budgeting, Forecasting and Personnel placement and development.
- Collaborating with contractors to implement a more seamless payment option.
- Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
Algona, IA, 09/2015 - 04/2019
- Responsible for the leadership of an In-Home remote technical work force, at one time it was as high as 62.
- Execute key performance metrics such as, surrounding state of service, cost per call, productivity, and customer data to develop plans to improve satisfaction levels.
- Act with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency Foster positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, SST messages, managing associate complaints and employee recognition and award meetings.
- Improved Customer feedback surveys to over 60% (NPS) engage our members to protect all appliances under the Sears Home Warranty.
Hartford, CT, 03/2014 - 10/2015
ā¢ Strategic Consulting, including business planning & sales strategy development
ā¢ New Business Development through personal networking, social media and collaborating with colleagues
ā¢ Maintain friendly and professional atmosphere
ā¢ Budgeting, Forecasting and Personnel placement and development.
ā¢ Collaborating with contractors to implement a more seamless payment option.
ā¢ Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
Atlanta, GA, 12/2002 - 02/2014
- Exceeded double digit sales and revenue growth for 6 consecutive years.
- Managed the highest volume account in assigned territory more than $500k.
- Planned and organized routes within territory to maximize efficiency and time in the field.
- Created strategies to develop and expand existing customer sales, which resulted in a 12-15% increase in monthly sales goals and in YOY forecast.
- Branch Manager Coach for the Virginia Region, trained incoming managers on policies, processes and operational task.
- Taught annual Sales training at Sales Kick off Meetings to 250+ sales associates and managers to assist in verbiage, closing techniques, overcoming objections.
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School Attended
- West Virginia University
Job Titles Held:
- Regional Operations Manager
- Field Operations Manager
- General Manager
- OPERATIONS MANAGER
Degrees
- BS
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