Aniana Maceo Santos
Richfield,MN
Summary
Results-driven operations manager skilled in elevating team productivity and customer experiences. Leveraged bilingual communication to streamline training and process improvements, significantly enhancing workflow efficiency. Regularly prepared performance reports that informed strategic decisions and drove operational success.
Overview
1
1
Language
1
1
Certification
9
9
years of professional experience
Work History
Operations Manager
Premier Disability Services, LLC
Brooklyn Park, MN
07.2022 - Current
- Managed full cycle of interviewing, hiring, training, coaching, performance management, and employee separation across domestic and international teams
- Managed both onshore and offshore teams while partnering with domestic and international HR teams ensuring operational consistencies and effective employee relations
- Evaluated employee workflow and interactions to ensure production standards and volume targets were achieved, improving team efficiency
- Contributed to the development of team processes and procedures, streamlining operations and enhancing productivity
- Generated daily, weekly, and monthly reports to analyze and track team performance
- Supervised team interacting with potential customers via phone and other channels, ensuring delivery of high-quality service
- Collaborated to identify areas of improvement needed to manage cases, including processes from the Social Security Administration and documentation interpretation, increasing team knowledge
- Collaborated with global business partners through international travel to deliver training, standardize procedures, and maintain organizational alignment
Lead
Premier Disability Services, LLC
Brooklyn Park, MN
10.2021 - 07.2022
- Coached employees on accurate completion of social security disability benefit applications, increasing approval rates
- Developed strategies to enhance team collaboration and streamline workflow.
- Trained applications department employees for application specialist position, enhancing onboarding process
Application Specialist
Premier Disability Services, LLC
Brooklyn Park, MN
04.2020 - 10.2021
- Gained in-depth knowledge of the Social Security Administration, enhancing ability to support clients
- Resolved complex situations through effective problem-solving, addressing client issues efficiently
- Engaged with customers to foster positive experiences and enhance satisfaction
- Managed high volume of incoming calls, delivering timely assistance to clients
Birthday Coordinator
Chuck E. Cheese
Blaine, Minnesota
09.2017 - 03.2020
- Managed the showroom events area, ensuring smooth execution of all birthday parties and events
- Coordinated individual events, enhancing customer satisfaction through meticulous attention to detail
- Made calls to confirm reservations and discuss customer experience, increasing repeat bookings
- Trained new servers and staff in showroom, cashier, and kitchen roles, fostering a skilled and efficient team
- Managed cash register and transactions, ensuring accurate financial processes and customer trust
Education
Fridley, MN, US -
Metro Heights Academy
Fridley, MN, US07-2020
Skills
- Interviewing
- Recruiting
- Operational Leadership
- Management
- Supervising Experience
- Process Improvement
- Performance Metrics
- Budget Management
- Data Entry Accuracy
- Microsoft Office
- Adaptability in Operations
- Problem solving
- Bilingual communication
- Communication skills
- Employee assessments
Personal Information
Availability: Anywhere
Certification
Business Management Certification, Salesforce Certification
Languages
Spanish
Native/ Bilingual
Timeline
Operations Manager
Premier Disability Services, LLC
07.2022 - Current
Lead
Premier Disability Services, LLC
10.2021 - 07.2022
Application Specialist
Premier Disability Services, LLC
04.2020 - 10.2021
Birthday Coordinator
Chuck E. Cheese
09.2017 - 03.2020
Fridley, MN, US -
Metro Heights Academy