Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Angelina Fantauzzi

Valrico,FL

Summary

Professional operations leader with consistent track record in optimizing processes and driving impactful results. Proven ability to lead teams, implement strategic initiatives, and adapt to changing environments with ease. Skilled in project management, process improvement, and resource allocation. Known for effective collaboration and delivering dependable outcomes.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Operations Support Manager

MAXIMUS INC
11.2021 - Current
  • Enhanced team productivity by providing ongoing training and development opportunities.
  • Implemented quality control measures, maintaining high standards across all operations functions.
  • Oversaw daily operations, delegating tasks effectively to ensure smooth functioning of the department.
  • Managed cross-functional teams to deliver project objectives on time and within budget.
  • Collaborated with other departments to streamline inter-departmental communication and workflows for increased efficiency.
  • Streamlined operations by implementing efficient processes and workflow improvements.
  • Monitored performance metrics, identifying areas for improvement and driving continuous process enhancements.
  • Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
  • Increased operational agility through effective planning, forecasting, risk mitigation strategies.
  • Championed data-driven decision-making processes by utilizing advanced analytics tools which led to informed strategic plans that directly impacted the company''s bottom line.
  • Established a culture of collaboration among team members that fostered continuous learning and knowledge sharing.
  • Improved customer satisfaction, addressing concerns and resolving issues promptly.
  • Spearheaded the introduction of new technology solutions, automating manual tasks for faster turnaround times in key processes.
  • Produced reports outlining Standard metrics.
  • Coordinated employee schedules, optimizing staffing levels to meet fluctuating workload demands without compromising service quality or efficiency.
  • Facilitated change management initiatives, leading teams through transitions smoothly while minimizing disruptions in operations performance.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Quality Assurance Supervisor

Maximus Inc
07.2003 - 11.2021
  • Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
  • Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
  • Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
  • Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
  • Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
  • Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
  • Optimized workflows by regularly reviewing processes for inefficiencies or redundancies, implementing changes that improved overall productivity.
  • Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
  • Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
  • Promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
  • Championed a culture of quality awareness, fostering employee engagement in maintaining high standards across all operations.
  • Used [software] to maintain database of test reports and calibration records.
  • Collaborated with development team and reviewed technical specifications to create testing programs.
  • Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
  • Streamlined processes with the introduction of automated testing tools, increasing efficiency and reducing human error.
  • Contributed to new product development projects by providing expertise on quality requirements during design and production stages.
  • Conducted risk assessments for proposed changes in processes or materials to evaluate potential impact on product quality and ensure smooth implementation.
  • Achieved consistent compliance with industry regulations by conducting thorough audits and ensuring adherence to standards.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Applied coaching techniques and tools to support managers and team members in improving performance.

Lead Customer Service Representative, Call Center

Maximus Inc
09.1999 - 06.2003
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Established positive relationships with clients through regular follow-ups and personalized service offerings.
  • Reviewed associate performance to identify training needs.
  • Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
  • Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
  • Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
  • Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
  • Decreased average call time through effective problem-solving techniques and clear communication with customers.
  • Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
  • Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
  • Coordinated the implementation of company-wide policies affecting the Customer Service department.
  • Created comprehensive reports on department performance metrics, helping identify areas for improvement.
  • Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
  • Streamlined processes for better service delivery, resulting in improved customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies and services.

Education

Bachelor of Arts - Sociology

Lehman College CUNY
Bronx, NY
12-2020

Bachelor of Arts - Human Services

Bronx Community College CUNY
Bronx, NY
05-1996

Skills

  • Operational efficiency
  • Scheduling coordination
  • Performance improvements
  • Due diligence
  • Program management
  • Process updates
  • Compliance requirements
  • Compliance issues
  • Customer service
  • Problem-solving
  • Planning and implementation
  • Employee relations and conflict resolution
  • Team leadership
  • Project planning and development
  • Decision-making
  • Organizational management
  • Policies and procedures implementation
  • Employee motivation
  • Superb time management skills
  • Work flow planning
  • Operations management
  • Project leadership
  • Staff management
  • Interpersonal communication

Certification

  • RABQSA Certified Quality Management Systems Lead Auditor[Area of certification], 05/06

Timeline

Operations Support Manager

MAXIMUS INC
11.2021 - Current

Quality Assurance Supervisor

Maximus Inc
07.2003 - 11.2021

Lead Customer Service Representative, Call Center

Maximus Inc
09.1999 - 06.2003

Bachelor of Arts - Sociology

Lehman College CUNY

Bachelor of Arts - Human Services

Bronx Community College CUNY

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