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Senior Operations Manager Resume Example

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SENIOR OPERATIONS MANAGER
Professional Summary

Enthusiastic Client Manager with over 5 years of experience planning, leading and improving activities to support successful business operations. Strategic in developing policies, managing staff and profitability. Focused on motivating staff and working with diverse personality types to drive improvements.

Accomplishments
  • Createed multiple SOW's resulting in 80% profitability
  • Received the 2019 "Entrepreneurial: Like A Boss" award for breaking organazational silos
  • Listened to client feedback to offer resolutions that are beneficial to both parties earned me "The Voice of the Client" award in 2018
  • Time management allowing each of my clients to feel as though they are my only priority.
Skills
  • Business Development
  • Client account management
  • Communications
  • Operational improvement
  • MS Office
  • Relationship building
  • Staff training/development
  • Team management
  • Process improvement
  • Project organization
Work History
Senior Operations Manager, 03/2019 to 05/2020
Company Name – City, State
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 72%.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Interacted well with Client Managers and customers to build connections and nurture relationships.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Supervised 20 employees, 13 internationally, overseeing efficiency of utilization to include quality and quantity of work.
  • Upheld great standards of leadership for employees, consistently leading by example for best-in-class on turn around time of work.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Developed and maintained relationships with Tier 1 clients and large, revenue prodcuing customers.
Client Service Manager, 05/2015 to 03/2019
Company Name – City, State
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Collected confidential financial information from clients to construct comprehensive financial plans.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Kept stakeholders up-to-date on details pertaining to client projects.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
Invoicing Supervisor, 02/2012 to 05/2015
Company Name – City, State
  • Boosted group production 25% by devising and deploying improved regional approach.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Audited and documented all processes and procedures for new accounts department.
  • Provided coaching and counseling to 15 employees to encourage professional growth as well as meet short- and long-term goals.
  • Interviewed, hired and trained new employees for Account Rep and Client Servie Coordinator positions.
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.
  • Measured team performance and reported metrics to leadership team members.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Supported Sales and Accounting to enforce HIPAA regulations, laws and established policies throughout operational stages.
  • Provided supportive link between external customers and internal operations.
Office Manager, 08/2007 to 02/2012
Company Name – City, State
  • Oversaw fiscal operations, including accounting, budgeting, authorizing expenditures and financial reporting.
  • Built relationships with physicians to create steady referral pipeline.
  • Addressed and remedied all patient or team member issues.
  • Consulted with healthcare professionals on business decisions.
  • Assessed processes and procedures, complying with OSHA and HIPAA regulations.
  • Managed 25 employees with various personalities and from different cultures for large 12 physician practice.
  • Completed bi-weekly payroll for 40 employees.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Education
High School DiplomaOak Park High School - City, State
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Resume Overview

School Attended

  • Oak Park High School

Job Titles Held:

  • Senior Operations Manager
  • Client Service Manager
  • Invoicing Supervisor
  • Office Manager

Degrees

  • High School Diploma

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