supervisor of operations resume example with 10+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Versatile and innovative management professional skilled at seeing "big picture" while still also focusing on details. Expertise in business development and streamlining processes and systems.
Skills
Focus and Follow-Through
Policy Development and Enforcement
Performance Monitoring and Evaluation
Business Leadership
Administrative Management
Operation Monitoring
Onboarding and Orientation
Records Organization and Management
Workflow Optimization
Staff Training
Planning and Implementation
Customer Service
Staff Management
MS Office
Information Security
Interdepartmental Collaboration
Recruiting and Hiring
Client Relations
Process Improvement Strategies
Work History
09/2017 to 10/2022Supervisor of OperationsEnvigo | Livermore, CA,
Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
Devised processes to boost long-term business success and increase profit levels.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Identified and resolved unauthorized, unsafe or ineffective practices.
Set, enforced and optimized internal policies to maintain responsiveness to demands.
Investigated and resolved departmental non-conformances.
Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
Trained new employees on proper protocols and customer service standards.
Assisted in recruiting, hiring and training of team members.
Trained and guided team members to maintain high productivity and performance metrics.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Promoted positive customer experience through day-to-day supervision.
Spearheaded department training for appraisals of new components.
08/2015 to 09/2017WOM Porting SpecialistComcast Business | City, STATE,
Installed, troubleshot, repaired and redesigned telecommunications systems to support communication and information exchange.
Performed system moves and changes internally and by remote access and coordinated and prepared reports to support operation and planning of telecommunications systems.
Recommended and proposed new and advanced equipment and techniques based on performance capabilities, limitations and cost.
Implemented, developed and maintained telecommunications disaster recovery plans to guarantee business continuity.
Leveraged electronic testing equipment to diagnose and solve telecommunications issues and maintained records of systems performance, operations and equipment inventory.
Interfaced with local area network and wide area network telecommunications operations on secure compatibility and connectivity matters.
Liaised with component vendors to properly operate and maintain telecommunications equipment.
Evaluated and tested software and hardware to determine compatibility with existing systems, efficiency and reliability.
Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
Worked closely with network administrators and server engineers to deliver quality service.
Coordinated installation of new users and relocations of existing users.
Set up networks and computers for business and residential customers.
Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
Researched and recommended network and data communications hardware and software.
07/2012 to 08/2015Advanced Product Support SpecialistComcast Business | City, STATE,
Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
Managed and prioritized multiple projects simultaneously, worked independently and drove results.
Analyzed and applied technical information from interviews with engineers, operators and suppliers.
Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Configured hardware, devices and software to set up work stations for employees.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Maintained servers and systems to keep networks fully operational during peak periods.
Education
Expected in to to Bachelors Of Science | Tourism And Travel Services Marketing OperationsATI Career Training Center - Fort Lauderdale, Fort Lauderdale, FLGPA:
Expected in to to Bachelors Of Science | Business ManagementUniversity of Phoenix, Tempe, AZGPA:
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