Summary
Overview
Work History
Education
Skills
Recommendation
Timeline
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Adam Russell

Adam Russell

Operations Manager
Charleston,SC

Summary

Results-driven Operations Manager with expertise in team leadership, policy implementation, and quality assurance. Proven ability to enhance operational efficiency and manage inventory across 1500 properties, ensuring optimal customer satisfaction.

Overview

18
18
years of professional experience

Work History

Operations Manager (US Operations)

Vacasa Vacation Rentals
Charleston, SC
12.2019 - Current
  • Managed daily operational tasks to ensure smooth workflow.
  • Managed property listings on multiple vacation rental platforms (1500).
  • Assisted in developing new policies that would improve the efficiency of managing vacation rentals.
  • Coordinated schedules and resources for efficient task completion.
  • Implemented safety protocols to maintain a secure work environment.
  • Supported inventory management by tracking supplies and materials.
  • Communicated with team members to resolve operational issues promptly.
  • Conducted regular quality checks to ensure compliance with standards.
  • Organized team meetings to discuss project updates and challenges.
  • Supervised the day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Managed scheduling, training, and inventory control.
  • Assisted in training new team members on company policies.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Built strong operational teams to meet process and production demands.
  • Coordinated with other departments, including sales, marketing, finance, and human resources to ensure efficient operations.
  • Implemented policies and standard operating procedures and managed quality, customer service, and logistics.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Responded to information requests from superiors, providing specific documentation.
  • Presented performance and productivity reports to supervisors.
  • Measured and reviewed performance via KPIs and metrics.
  • Coordinated guest bookings and inquiries through email and phone.
  • Oversaw cleaning and maintenance schedules for properties.
  • Developed relationships with local service providers for repairs and upkeep.
  • Trained and supervised staff in property management best practices.
  • Inspected vacation rental properties regularly for any damages or repairs needed.
  • Advised property owners on best practices for managing their investment properties.
  • Coordinated scheduling between guests, staff members, and vendors as necessary.
  • Monitored online reviews of vacation rental properties to ensure quality assurance.

Quality Assurance Analyst

Dial America
Charleston, SC
08.2007 - 06.2021
  • Analyzed service incident data, emails, voice clips, and customer surveys to identify quality gaps.
  • Provided structured recommendations and feedback to the Call Center leadership.
  • Participated in daily scrum meetings, providing status updates on projects assigned.
  • Assessed existing practices for process improvement opportunities across all Call Center teams.
  • Trained and mentored team members on effective communication techniques.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Implemented changes to workflows and scripts based on customer feedback and analysis.
  • Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
  • Analyzed customer feedback to identify areas for process improvement.

Education

High School Diploma - undefined

Stratford High School
05.2004

IT Certifications - undefined

Trident Technical College

Skills

  • Operations management
  • Inventory oversight
  • Policy implementation
  • Quality assurance
  • Data analysis
  • Customer relationship management
  • Team leadership
  • Effective communication
  • Problem solving
  • Vendor sourcing
  • Performance reporting
  • Staff training
  • Project leadership
  • Salesforce proficiency
  • Twilio expertise
  • AI tools utilization
  • UltiPro knowledge
  • Slack collaboration
  • Process streamlining
  • Tableau and Looker skills

Recommendation

Erica Ivers, Director of Operations, Onboarding | Guestworks | Compliance, erica.ivers@vacasa.com, 773.578.6193, I am pleased to write this letter of recommendation for Adam Russell, who has been an outstanding member of our team. It is with great regret that I note he was recently impacted by a reduction in force, a decision that in no way reflects his exemplary performance or contributions to our organization. Adam is a true subject matter expert in his field. His deep knowledge and understanding of our processes and systems have made him an invaluable resource for both colleagues and management alike. His insights often lead to innovative solutions and improvements. Adam is exceptionally attentive to his workload, consistently managing his tasks with precision and care. He demonstrates a strong work ethic and takes pride in delivering high-quality results on time. One of Adam's greatest strengths is his willingness to flex into wherever he is needed. Whether it's taking on new responsibilities or assisting other team members, he approaches every challenge with a positive attitude and a readiness to contribute. Adam has been the face of the Guestworks product for a long time and fielded a high volume of questions over the years without complaint, welcoming the opportunity to educate and assist whenever asked. In summary, Adam Russell is an exceptional professional whose skills and dedication have made a significant impact on our organization. His expertise, attention to detail, and adaptability will undoubtedly make him a valuable asset to any team. I am truly saddened to see him go, but I have no doubt that he will excel in his future endeavors.

Timeline

Operations Manager (US Operations)

Vacasa Vacation Rentals
12.2019 - Current

Quality Assurance Analyst

Dial America
08.2007 - 06.2021

High School Diploma - undefined

Stratford High School

IT Certifications - undefined

Trident Technical College

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