Aisha Reyes
Brandon,FL
Summary
Exceptional Operations Support Manager successful at developing and improving Customer Service programs. Well-versed in addressing reporting and compliance issues to maintain smooth, high-quality operations. Offering 9 years of industry experience and passion for positively impacting business objectives. Reliable team player committed to building high-performing teams.
Overview
19
19
years of professional experience
Work History
People Leader
Restoration Hardware
11.2022 - Current
- Identified and implemented appropriate strategies to increase employee satisfaction and retention.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Recruited top talent to maximize profitability.
- Distributed employee engagement surveys to identify areas of improvement.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Managed Team of 45-50 direct reports.
- Increased department productivity by 23%
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees
Senior Customer Service Operations Manager
NetWolves
02.2021 - 11.2022
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs, and monitored performance.
- Planned and resourced personnel and logistics for call center operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed Leadership Team of 6
Customer Service & Sales Manager
Convergys
10.2017 - 01.2022
- Fostered environment which encouraged continual call center process improvements.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Coached call center employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Monitored call center metrics and developed actionable insights to improve efficiency and performance
- Created, prepared and delivered reports to various departments
Airman
US Navy USS Abraham Lincoln CVN
01.2005 - 04.2009
- Guided and handled 4-employees as department work center supervisor.
- Issue landing and takeoff instruction to pilots.
- Monitor and direct the movement of aircraft on the ground and in the air, using radar, computers, or visual references
- Performed RPOC duties during basic training.
- Honorable Discharge
Education
PMP Certification - Project Management
Coursera
10.2022
Bachelor of Arts - Political Science
University Of Detroit Mercy
Detroit, MI2012
Associate of Applied Science - Aviation Technology
USN ABH A-School
Pensacola, FL2005
High School Diploma - General Education
Mount Clemens High School
Mount Clemens, MI2004
Skills
- Call Center Performance Monitoring and Evaluation
- Project Management
- Purchasing and Procurement
- Scrum Methodology
- Hiring and Onboarding
- Employee Relations
- Risk Management
- HRIS Applications
Timeline
People Leader
Restoration Hardware
11.2022 - Current
Senior Customer Service Operations Manager
NetWolves
02.2021 - 11.2022
Customer Service & Sales Manager
Convergys
10.2017 - 01.2022
Airman
US Navy USS Abraham Lincoln CVN
01.2005 - 04.2009
PMP Certification - Project Management
Coursera
Bachelor of Arts - Political Science
University Of Detroit Mercy
Associate of Applied Science - Aviation Technology
USN ABH A-School
High School Diploma - General Education
Mount Clemens High School