ABIGAIL CERROS
KANSAS CITY,MO
Summary
Operations leader with 14 years of experience in optimizing operations and driving process improvements. Skilled in vendor relationship management, strategic planning, and customer service excellence, consistently delivering measurable impacts on efficiency and team satisfaction. Passionate about fostering a culture of continuous improvement and eager to contribute significantly to organizational success through innovative strategies.
Overview
15
15
years of professional experience
Work History
Manager, Wholesale Lockbox
Commerce Bank
Kansas City
05.2024 - Current
- Manage operations of wholesale lockbox services at Commerce Bank, optimizing processes to enhance efficiency and client satisfaction
- Streamline workflows to achieve measurable improvements in processing speed and accuracy, enhancing overall service delivery
- Cultivate a supportive work environment, encouraging team growth and skill development, ensuring high performance in lockbox operations
- Oversee detailed financial transactions, ensuring accuracy and compliance, contributing to the bank's trusted services in lockbox management
Operations Manager
Broadridge Financial Solutions
Kansas City, MO
12.2014 - Current
- Guide operations team to enhance workflow, achieving notable efficiency improvements
- Cultivate a supportive team culture, boosting communication and performance
- Oversee detailed operations processes, improving quality control and client satisfaction
- Direct a team of 30 associates and 3 leads, offering daily guidance and support
- Conduct annual performance reviews and manage hiring, training, and scheduling
- Implemented strategic initiatives that led to substantial improvements, delivering exceptional client satisfaction and operational excellence
- Mentored team members, fostering professional growth and ensuring a supportive environment that encourages skill enhancement and personal development
- Developed forward-thinking strategies to align operations with future business goals, anticipating industry trends and adapting processes accordingly
- Analyzed operational data to identify gaps, implementing solutions that optimized resource allocation and improved service delivery
- Lead department workflow, ensuring clear communication and alignment with team supervisors
- Guide supervisors on project management and development plans, fostering team growth
- Ensure precise processing of client payments and correspondence, maintaining accuracy
- Adapt departmental policies for compliance, monitoring production goals effectively
- Collaborate across shifts and departments to enhance processes and resolve issues
Customer Service Manager
True Payment Solutions
Overland Park, KS
08.2010 - 09.2014
- Led sales team collaboration to enhance credit card processing deals, boosting business sales
- Facilitated communication between tech support and customers, resolving equipment issues efficiently
- Streamlined contract completion for new leases, improving service adoption and client onboarding
- Handled all escalated complaints through resolution
- Successfully maintained A rating with the BBB
- Worked with at risk customers to negotiate new terms and increase retention
- Enhanced customer loyalty by implementing proactive feedback systems, fostering positive client relationships, and driving retention growth
- Analyzed customer feedback data to identify trends, informing strategic improvements that enhanced service quality and client engagement
Education
AAS - Business Administration
Metropolitan Community College Area
Kansas City, MOSkills
- Customer Service
- Complaint Resolution
- Process Optimization
- Documentation Management
- Strategic Planning
- Staffing Efficiency
- Cross-Training
- Personnel Management
- Vendor Management
- Compliance Validation
- Microsoft Office
- Team Leadership
- Data Analysis
- Conflict Resolution
- Employee Engagement
- Continuous Improvement
- Problem Solving
- Staff Development
- Performance Coaching
- Budgeting
- Team Collaboration
- Client Onboarding
- Negotiation
- Inventory Management
- Cost Reduction
- Performance Metrics
- Time Management
- Training Development
Additional Information
Twice honored as Supervisor of the Quarter, acknowledging outstanding leadership and operational excellence., Recognized as a high-potential performer, reflecting consistent performance and exemplary contributions to current employer., Successfully completed High-Potential (HIPO) Leadership Training in 2023., Microsoft Applications, Coursera, 09/01/24, 11/01/24
Languages
Spanish
Native or Bilingual
Timeline
Manager, Wholesale Lockbox
Commerce Bank
05.2024 - Current
Operations Manager
Broadridge Financial Solutions
12.2014 - Current
Customer Service Manager
True Payment Solutions
08.2010 - 09.2014
AAS - Business Administration
Metropolitan Community College Area