REESE NELSON
Sandstone
Summary
Dynamic and innovative leader with extensive experience driving results and fostering a people-centric organizational culture. Skilled in developing and implementing policies and strategies that enhance employee engagement, increase loyalty, and improve retention. Proficient in resource allocation, coordinating improvement plans, and achieving operational excellence. Demonstrated success in managing P&Ls to exceed financial targets while cultivating an environment of growth and collaboration. Recognized for building strong teams, optimizing processes, and delivering sustainable business outcomes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
DIRECTOR, OPERATIONS
Compass Experience Labs
01.2024 - Current
- Managing P&Ls through weekly reviews with program leaders to ensure that the monthly forecast, budget, and margin are met.
- Cultivating strong client relationships through value-driven conversations, implementing tailored strategies to enhance customer satisfaction and optimize operational efficiency.
- Mentoring and developing high-performing program leaders by crafting individualized development plans, fostering growth, and ensuring accountability to drive team success and operational excellence.
- Designed and implemented innovative approaches to standard operating procedures, ensuring predictable, repeatable, and sustainable performance across all programs.
DIRECTOR, OPERATIONS
Startek
01.2023 - 11.2023
- Oversaw profit and loss (P&L) management and led operational activities across multiple geographies and client portfolios, ensuring efficiency and alignment with business objectives.
- Implemented comprehensive risk management strategies to minimize liabilities and losses, providing detailed performance reports to the Senior Leadership Team.
- Directed accounts receivable operations, including invoicing, collections, payment processing, and dispute resolution, to ensure accurate financial management and compliance.
- Cultivated and maintained strategic relationships with key stakeholders, driving successful account management and long-term client satisfaction.
SENIOR MANAGER, OPERATIONS
Startek
09.2016 - 01.2023
- Owned multiple P&Ls across the North America and the Philippines, consistently surpassing profit margin targets through strategic annual budgeting, precise monthly forecasting, and ongoing financial performance analysis.
- Managed multiple programs and clients, driving improvements in key metrics and fostering employee development to achieve both client and organizational objectives.
- Cultivated strong client relationships through proactive communication, seamless execution, and consistent performance, contributing to significant organic business growth.
- Implemented effective risk management strategies, employee surveys, and exit interviews, resulting in a 5% year-over-year reduction in turnover, increasing tenure and enhancing company culture.
SENIOR MANAGER, OPERATIONS
Afni
10.2014 - 10.2016
- Directed daily operations, including scheduling, capacity planning, training development, and the formulation and execution of strategic operational initiatives.
- Secured the top ranking on the vendor scorecard within the first 30 days of launching a new campaign, demonstrating rapid execution and operational excellence.
- Ensured full compliance with regulatory standards and requirements across all operational activities.
- Designed and implemented performance metrics to track progress against organizational goals, enabling data-driven decision-making and continuous improvement.
SENIOR MANAGER, OPERATIONS
Alorica
03.2014 - 10.2014
- Managed a contact center comprising over 40 team leads and 600 representatives, conducting weekly performance evaluations, delivering constructive feedback, and driving leadership development that resulted in over 20 promotions.
- Analyzed organizational processes to identify improvement opportunities and implemented corrective actions to enhance operational efficiency and effectiveness.
- Provided mentorship to junior staff, offering guidance on career development and fostering a culture of professional growth and advancement.
SENIOR MANAGER, OPERATIONS
Alorica
03.2013 - 03.2014
- Enhanced employee development and strengthened business relationships through clear communication, strategic problem-solving, and fostering a culture of accountability.
- Played an integral role in the recruitment, interviewing, and hiring processes, ensuring the selection of high-performing, top-tier talent.
- Built cohesive and effective teams by resolving conflicts, managing workplace stress, and delivering targeted interpersonal skills training.
MANAGER / OPERATIONS
Alorica
01.2007 - 03.2013
- Progressed from an entry-level role to Quality Operations Liaison, taking ownership of rewards and incentive programs while fostering cross-departmental collaboration.
- Led the creation of an efficient offline support team to handle client feedback and escalations, driving operational efficiencies and achieving significant improvements in key performance indicators (KPIs).
- Demonstrated consistent career progression from Team Manager to Operations Manager, reflecting sustained professional growth and leadership excellence.
- Forged strategic partnerships with support groups to streamline operations, culminating in the organization achieving the top vendor ranking in 2012.
- Developed and mentored a team member who advanced to a peer Operations Manager role, exemplifying commitment to leadership development.
- Honored with the Power of Service Award in Q1 2010, Q2 2011, and Q4 2012 for outstanding contributions and performance.
Education
High School Diploma -
Mary Lyon
Sauk Centre, MN11-1995
Skills
- High degree of integrity
- Superior interpersonal & influencing skills
- Conflict management
- Results-oriented
- Effective communications
- Strategic planning and execution
- Leadership training
- Proactive decision making
- Extremely organized
- P&L Responsibility
Certification
- Communication Strategies for a Virtual Age, University of Toronto
- Criticism and Discipline Skills for Managers
- 4 Disciplines of Execution, Franklin Covey
- Six Sigma Lite - Yellow Belt
Personal Information
Title: OPERATIONS DIRECTOR
Timeline
DIRECTOR, OPERATIONS
Compass Experience Labs
01.2024 - Current
DIRECTOR, OPERATIONS
Startek
01.2023 - 11.2023
SENIOR MANAGER, OPERATIONS
Startek
09.2016 - 01.2023
SENIOR MANAGER, OPERATIONS
Afni
10.2014 - 10.2016
SENIOR MANAGER, OPERATIONS
Alorica
03.2014 - 10.2014
SENIOR MANAGER, OPERATIONS
Alorica
03.2013 - 03.2014
MANAGER / OPERATIONS
Alorica
01.2007 - 03.2013
- Communication Strategies for a Virtual Age, University of Toronto
- Criticism and Discipline Skills for Managers
- 4 Disciplines of Execution, Franklin Covey
- Six Sigma Lite - Yellow Belt
High School Diploma -
Mary Lyon
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