Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Andreco Coleman

Andreco Coleman

Operations Executive
Kennesaw,GA
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Summary

Focused Operations Executive with twentyyears of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Director of Operations

TLC Rents
Atlanta, GA
04.2022 - 11.2022
  • Created a safety culture by implementing OSHA and EHS programs, which reduced incidents per mile driven by 10% over 2021
  • Developed Standard Operating Procedures, performance metrics, and implemented employee performance review programs to
  • Redesigned external hiring processes, reducing time to hire by 50% and candidate quality
  • Led successful implementation of operational strategies and policies to drive organizational growth and productivity.

Region Manager | Local Delivery

GE Appliances
08.2019 - 08.2022
  • Implemented weekly and monthly business reporting across regions to leverage information, share forecasts, and develop future business plans.
  • Tracked KPIs against performance and competitor activities to develop strategic improvements that increased deliveries 4% to 20K deliveries/week
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions via site visits and meetings

Senior Operations Manager, Factory Service

GE Appliances
Marietta, GA
02.2015 - 08.2019
  • Responsible for operational performance of $450 million Profit and Loss
  • Led workforce planning and performance management programs for a 500-person workforce, including Cost/Call and Productivity initiatives
  • Operational approval responsibility for ERP programs to improve quality, revenue performance, and voice of the consumer
  • Translated strategic initiatives into tactical operational plans. Created "One More Call... That's All," which resulted in $1MM in incremental revenue
  • Designed sales programs that increased top-line revenue by ~5% in three consecutive years.
  • Oversaw workforce management planning, volume forecasting, and capacity planning.

Consumer Service Manager

General Electric
12.2009 - 02.2015
  • Led $25 MM P&L supporting 50 field employees dispersed across three states and 75,000 consumer interactions annually across three states
  • Introduced revenue improvement plans which increased revenue ~5% annually for three consecutive years
  • Partnered with Sales to identify key customers in each market and create communication rhythm

Business Operations Manager

General Electric
07.2007 - 12.2009
  • Introduced, developed, and implemented hourly attendance policy to reduce shrinkage by 40% and increase productivity, which improved overall team performance
  • Upgraded and implemented new ACD routing system, which significantly improved answer rate and ultimately customer/consumer quality
  • Integrated key performance indicators and standardized operating procedures into daily operations to increase productivity, quality, and reduce defects.
  • Reviewed company's strategic plans and developed departmental goals and standards to support the vision.

Call Center Operations Director

ASI/GE
06.2001 - 07.2007
  • Led team of 500+ hourly call takers, 10 salary non-exempt employees, and 15 exempt employees supporting 6 business units in 3 Domestic sites, India and Costa Rica, which answered 4 million calls
  • Implemented and executed strategic plans to achieve Net Promoter Score, Cost per Call, Answer Rate, and staffing goals by using technology, effective workforce management, and telephony hardware and software.
  • Trained team members on performance metrics and consumer behavior identification.
  • Leveraged data and analytics to make informed decisions reducing cost per call 6% and productivity by 7%

Education

Bachelor of Science - Management and Human Resources

Park University, Parkville, MO
2009

Associate of Applied Science - Mid-Management

Southwest Tennessee Community College, Memphis, TN
2006

Skills

  • Strategic Operations Leadership
  • Workforce Management and Forecasting
  • KPI Creation, Performance Metrics Implementation and Management
  • Remote Field Service Leadership of OEM and 3rd Party Service Networks
  • Process Improvement and Data Analysis to Assess and Improve Operational Performance
  • Employee and Team Development and Performance Tracking
  • Developing Key Customer Playbooks in Partnership with Sales Team
  • Microsoft Office and Google Productivity Applications and CRM experience
  • Empathetic Servant Leader
  • Customer Service and Success Leader
  • Complex Problem-Solving
  • Financial Analysis
  • Cost and Financial Management
  • Project Management
  • Performance Analysis

Certification

Six Sigma Green Belt, 2002

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Director of Operations - TLC Rents
04.2022 - 11.2022
Region Manager | Local Delivery - GE Appliances
08.2019 - 08.2022
Senior Operations Manager, Factory Service - GE Appliances
02.2015 - 08.2019
Consumer Service Manager - General Electric
12.2009 - 02.2015
Business Operations Manager - General Electric
07.2007 - 12.2009
Call Center Operations Director - ASI/GE
06.2001 - 07.2007
Park University - Bachelor of Science, Management and Human Resources
Southwest Tennessee Community College - Associate of Applied Science, Mid-Management

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Andreco ColemanOperations Executive