Senior Operations Manager Resume Example Concentrix

SENIOR OPERATIONS MANAGER

Summary

Customer-oriented Senior Manager with over eight years of experience focused on increasing production, minimizing downtime and developing staff. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering Call Center and back office experience.

Skills

Compensation/benefits administration
Performance improvements
Recruiting and Hiring
Supervision and training
Cross-functional team management
Goal setting
Employee development
Cost analysis and savings
Customer retention
Purchasing and planning
Trend forecasting

Proficient in Trio, ADP, eStart, Workday, and Excel
Profit and loss accountability
Schedule management
Sound judgment
Policy/program development
Financial administration
Administrative support
Team building
Equipment Operation
MS Office

Experience

Senior Operations Manager|Concentrix - Greenville, South Carolina|04/2017 - 12/2019

Identified sales opportunities by analyzing incident rate reports and increasing sales by 12%.
Generated daily operational and sales reports for corrective action or continuous improvement.
Set and administered annual operating budget, consistently maintaining controls and preventing overages.
Developed 18 internal candidates for general management promotion opportunities.
Identified and solved complex strategy problems to drive organizational goals.
Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
Improved business development process by mentoring and onboarding more than 120 employees.
Increased employee efficiency 20% by streamlining call flow.
Assessed team proficiencies, identifying and targeting areas for improvement.
Oversaw daily operations of telesales business, including 300 employees across 2 locations.
Empowered staff members to contribute to continuous improvement, quality and growth of company by using coaching and mentoring.
Mitigated operational risk, compiling performance, financial, headcount and AUM data to forecast outlook.
Established departmental performance goals, set timeline targets for sales team and trained new employees.
Managed scheduling for 120 employees to ensure optimal productivity.
Streamlined operational efficiencies by coordinating staff development and succession planning.
Promoted profitability of telesales business by tracking performance indicators and driving corrective action.
Delivered and implemented staff engagement, gender diversity and cultural programs alongside robust reporting tool, improving operational quality.
Conducted monthly
Staff evaluations and determined staff promotions, realignments and reductions in force as necessary.
Elevated resource allocation, accurately controlling expenses.

Senior Operations Supervisor|Cross Country Home Services Inc. - Anderson, SC|04/2011 - 11/2016

Served as liaison between certain departments to implement new improvement plans and changes.
Integrated customer-centric advertising workflow methodology toward ad delivery initiative and drove profitability through cost-reducing strategies.
Recommended process and systems improvements such as changes to Authorizations operations.
Wrote reports outlining results to facilitate management decision making.
Coached team on company policies, procedures, and best practices to enhance operational efficiency, employee productivity and subsequently decrease labor costs.
Tracked outgoing and incoming money of Authorizations and assisted in quality control management duties.
Completed various reports and analyzed each report to decide where improvements could be made.
Created and updated Excel spreadsheets detailing latest information regarding repair costs.
Determined call center objectives by observing consumers, collecting feedback surveys and then analyzing information.
Established over twenty new effective improvement plans in 2016.
Identified operational and performance issues and worked with managers to resolve concerns.
Analyzed operational performance to identify pain points and provided actionable solutions to management.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Created agendas and communication materials for team meetings.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Earned reputation for good attendance and hard work.
Performed site evaluations, customer surveys and team audits.
Improved customer satisfaction by finding creative solutions to problems.
Supported Quality department by compiling paperwork and taking detailed meeting minutes.
Recognized by management for providing exceptional customer service.
Improved operations by working with team members and customers to find workable solutions.
Achieved cost-savings by developing functional solutions to authorizations problems.

Assistant Branch Manager|CitiFinancial - Seneca, SC|03/2009 - 04/2011

Provided bank leadership in absence of branch manager.
Networked within communities to identify and capitalize on business opportunities.
Evaluated budget plans and current costs to project trends and recommend updates.
Evaluated credit application to determine risk factors and financial feasibility.
Reviewed loan applications against established parameters to determine approval, rejection or modification requirements.
Worked with regulatory representatives to complete accurate filings and maintain compliance.
Demonstrated expertise and reasoned guidance regarding loan products, lines of credit and account options.
Developed strategy to achieve target sales goals.
Implemented operational improvements to increase efficiency and reduce labor costs.
Built client rapport through frequent individualized recommendations for financial products and services.
Prepared operational and risk reports detailing financial metrics to help management make proactive decisions.
Planned and coordinated risk mitigation strategies to protect company assets.
Trained and mentored highly effective teams to meet corporate service standards.
Maximized sales potential by training new members in improved sales strategies.
Supervised 12 branch team members and provided management with suggestions regarding performance assessments.
Monitored daily operations and supported Branch Manager in necessary duties.
Supervised ranch personnel and operations in absence of branch manager, keeping operations and workflows running smoothly.
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loans.
Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
Maximized branch revenue by optimizing daily operations.
Optimized staff productivity by managing inter-team conflict resolution, yearly performance reviews, hiring and terminating processes, training initiatives, scheduling, time and attendance and payroll.

Education and Training

Cumberland College|Williamsburg, KYBachelor of Arts: Business Administration and Management

Cumberland College||Williamsburg, KY|05/1995Bachelor of Arts: Business Administration And Management

Resume Overview

Companies Worked For:

Concentrix
Cross Country Home Services Inc.
CitiFinancial

School Attended

Cumberland College

Job Titles Held:

Senior Operations Manager
Senior Operations Supervisor
Assistant Branch Manager

Degrees

Bachelor of Arts : Business Administration and Management
Bachelor of Arts : Business Administration And Management

Senior Operations Manager Resume Example

Resume Score: 80%

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