Alicia McGowan
Ozark,AL
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Operational Management and Oversight.
Overview
6
6
years of professional experience
Work History
Director of Operations
MRS Associates
09.2023 - Current
- Oversaw daily operations across multiple high level clients, including Toyota, Navy Federal, Mercury Finance, and Petal Credit Card, ensuring seamless coordination and efficient execution of tasks.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- 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.
Assistant Director of Operations
MRS Associates
03.2022 - Current
- Collaborated with client manager on strategic projects aimed at improving overall business performance.
- Conducted regular staff meetings to maintain open lines of communication within our team, fostering a positive work environment.
- Managed a team of over 50 employees, ensuring optimal performance and adherence to company policies and standards.
- Served as a liaison between senior management and frontline staff to facilitate communication and ensure alignment with company objectives.
- Established best practices in customer service, leading to improved satisfaction rates among clients.
- Oversaw inventory control and management, reducing waste while maintaining adequate stock levels for seamless operations.
Operations Manager
MRS Associates
02.2019 - Current
- Supervised operations 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.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
Customer Resolution Agent
MRS Associates
10.2018 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
BBA - Finance
Southern New Hampshire University
Hooksett, NH12.2024
Skills
- Operational Efficiency
- Operations Oversight
- Strategic Planning
- Strategic planning and execution
- Process Improvements
- Quality Assurance
- Leadership training
- Performance Analysis
- Schedule oversight
- Staff training/development
- KPI Tracking
- Performance Improvements
- Recruitment
- Proficient in Excel, PowerPoint, and Word
- Performance Evaluations
- Revenue Growth
Timeline
Director of Operations
MRS Associates
09.2023 - Current
Assistant Director of Operations
MRS Associates
03.2022 - Current
Operations Manager
MRS Associates
02.2019 - Current
Customer Resolution Agent
MRS Associates
10.2018 - Current
BBA - Finance
Southern New Hampshire University