Adria Glinton

02/2020 - current - Director of Operations

• Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
• Developed systems and procedures to improve operational quality and team efficiency.
• Monitored budget and utilized operational resources.
• Oversaw day-to-day production activities in accordance with business objectives.
• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Monitored office workflow and administrative processes to keep operations running smoothly.
• Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
• Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
• Improved operational efficiency by streamlining processes and implementing innovative solutions.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Established and monitored quality assurance standards to achieve operational excellence.
• Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.

04/2018 - 02/2020 - Operations Manager

• Supervised staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

02/2016 - 04/2018 - Account Manager

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Educated clients on new products or services to increase customer engagement with brand.
• Negotiated contract terms with clients, securing favorable agreements for both parties.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Answered constant flow of customer calls with minimal wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Completed clerical tasks such as filing, copying, and distributing mail.
• Interacted with customers by phone, email, or in-person to provide information.
• Managed daily data entry and kept clerical information accurate and up-to-date.
• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Maintained and updated office records, both digital and physical.
• Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
• Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
• Collaborated with various departments to complete assigned tasks.
• Acted as a liaison between departments to facilitate the flow of information leading to improved interdepartmental collaboration.
• Supported executive staff with well-prepared reports, presentations, and meeting materials.