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senior operations analyst resume example with 10 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary
  • Team Leadership
  • Contract Negotiation
  • Time Management
  • Excellent Customer Service Skills
  • Employee Training
  • Business Operations Management
Skills
  • Summary
  • Result driven customer service manager with over 10 years of progressive customer service management experience. Proven record of success in leading and supporting consumer driven operations and programs. Possess a keen ability to contribute to the success and long-term growth of a company by capitalizing on my leadership experience, customer care and love for transforming the customer experience.
  • Meticulous Attention to Detail
  • Team Building Expertise
  • Excellent Interpersonal skills
  • Budgeting & Cost Analysis
  • Complex Problem Solving
  • Process Improvement
  • Attention to Detail, Problem Solving
  • Benchmarking, Process Improvement
  • Budgets, Progress
  • Budget, Quality
  • Budgeting, Retail
  • Business development, Sales
  • Call center, Statistical analysis
  • Coaching, Strategy
  • Excellent Interpersonal skills, Phone
  • Contracts, Employee-development
  • Cost Analysis
  • Clients
  • Client
  • Customer satisfaction
  • Customer service
  • Customer care
  • Delivery
  • Senior management
  • Finance
  • Focus
  • Functional
  • Innovation
  • Inventory management
  • Team Building
  • Leadership
  • Logistics
  • Marketing
  • Meetings
  • Office
  • Negotiating
  • Communicator
  • Outside sales
Work History
Senior Operations Analyst, 08/2018 to 02/2021
EquinitiRemote, MD,
  • Responsible for overall operational management for over 5000 retail partner locations in the US and UK.
  • Garnered a reputation as an exceptional communicator by collaborating in weekly customer strategy meetings, ideation sessions, and weekly status meetings.
  • Oversight of 5M+ in operational and project budgets.
  • Lead with cross functional teams, maintained budget constraints & developed new lucrative vendor relationships.
  • Achieved annual cost savings by securing new vendors & negotiating cost saving strategies.
  • Collaborated with sales team to enhance account growth.
  • Acquired knowledge and understanding of customer contracts and delivery models in order to support initiatives and outcomes for innovation and customer satisfaction.
  • Managed client relationships and business requirements relating to the entire life cycle of an account.
  • Ensured milestones were successfully met by leading day-to-day activities and providing project oversight.
  • Supported increased revenue through the deployment of new assets to new and existing retailers.
  • Ensure asset functionality for all accounts by working with over 50 vendors, & business partners.
  • Reviewing and controlling of the daily operation, ensuring adherence to procedures and controls and providing necessary data to senior management and clients.
  • Analyzed and coordinated operations for [Type] business with [Number] employees.
  • Handled company-wide [Type] resource allocation for [Company].
  • Contributed to pre-release logistical analyses for planned launches of [Product or Service].
  • Generated CRM reports to maintain client records, including customer activity and personal data.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following u existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Built relationships with customers and community to establish long-term business growth.
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
  • Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Customer Service Supervisor, 05/2014 to 07/2018
LincareClinton, OK,
  • Analyzed and effectively strategized business goals, deadlines, project schedules/timelines, overall client budget/costs, resources management and team member coordination.
  • Train & supervised 30+ customer service representatives and account managers.
  • Managed all day-to-day operations improving customer satisfaction and operational development.
  • Implemented best practices for customer communication and satisfaction through chats, phone calls, and emails.
  • Assisted in training team on hundreds of new skus, launched across 8-10 different lines.
  • Collaborated with leadership, warehouse distribution, custom department, logistics, QC, R&D, & finance to ensure all projects were delivered on schedule.
  • Managed over 100 projects up to 5 projects at a time without missed milestones.
  • Collaborated on product campaigns and launches with brand managers and marketing.
  • Effectively supervised with a focus on building trust, empowering and supporting development, and setting goals and expectations in line with company priorities.
  • Developed and implemented efficiency-enhancing workflows.
  • Worked alongside IT & company Web Developers to develop systems (Salesforce, Tableau & Service channel.
  • Monitored achievement of sales objectives and key performance indicators, to ensure team was in line with company goals.
  • Directed team to achieve service initiative objectives and maximize customer satisfaction; successfully process over 100,000+ work orders and 50,000 phone calls.
Call Center Supervisor, 07/2013 to 05/2014
Chargepoint Holdings Inc.Greenville, SC,
  • Managed daily operations including improving customer satisfaction and operational development.
  • Recruited, trained and supervised 10+ call center and account service representative.
  • Lead team to support account/project managers on major projects.
  • Handled quarterly and yearly progress reports.
  • Performed statistical analysis for each individual agent providing coaching to insure adherence to accuracy of work.
  • Monitored and evaluated CSR performance to assure quality service, professionalism and courtesy, and identify actions that can improve call quality and customer satisfaction.
  • Trained outside sales representatives in our products/systems, which ultimately lead to an increase in sales.
  • Examined returned merchandise and determined proper procedure.
  • Created action plans based on uncovered strengths and opportunities discovered through observation and data.
  • Generated preventative maintenance, executed, and reviewed all account audits and monthly operating reports.
Customer Service Manager, 12/2010 to 06/2013
Root InsuranceCleveland, OH,
  • Trained and managed 15 customer service/sales representative.
  • Handled all inventory management and ordering.
  • Sourced most cost-effective vendors.
  • Saved the company 20% per year.
  • Assisted in development and execution of office-level sales plans.
  • Increased sales by 25%.
  • Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints.
  • Reduced staff turnover by 15% each year, benchmarking a record-setting improvement in staff retention due to the success of employee-development and incentive programs.
  • Strategized long and short-term goals for business development tactics.
Education
Bachelor of Science: , Expected in 2018 to Rutgers University - ,
GPA:
GPA: 4.0

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Resume Overview

School Attended

  • Rutgers University

Job Titles Held:

  • Senior Operations Analyst
  • Customer Service Supervisor
  • Call Center Supervisor
  • Customer Service Manager

Degrees

  • Bachelor of Science

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