Summary
Overview
Work History
Education
Skills
Area Of Expertise
Timeline
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ARLENE BONNER

Raleigh,NC

Summary

Forward-thinking professional with over 15 years of experience in operations, communication, and leadership with benchmark successes in global initiatives, compliance, change management, and problem-solving abilities. Ingenious in maximizing resources to meet challenging demands. Analytical leader with excellent multitasking abilities. Successful at overseeing all areas of daily operations and making effective policy decisions to positively impact business direction and bottom-line profits.

Overview

15
15
years of professional experience

Work History

Operations Manager

The Tennie Group, LLC
11.2022 - 07.2023
  • Operationalize corporate goals into achievable strategies across 6 departments
  • Provided leadership, insight and mentoring to 17 employees to supply knowledge of various company programs
  • Improved customer satisfaction by 20% in six months
  • Designed a process re-engineering project to improve and consolidate end-to-end service processes; restructured communication flow among 6 departments and cut down paperwork by 75%
  • Conducted workload assessments and devised new operational processes that led to a 40% increase in productivity
  • Transformed and maintained over 400+ client relationships to grow business and improve account retention
  • Increased the response time for customer issues with a 90% improvement rate on response and resolution time by creating and leading a high-functioning operations team
  • Coordinated with the CEO of the company to recommend soft skills training that reduced instances of misunderstanding and miscommunication in the first 3 months by 30%
  • Spearheaded a major pricing restructure by redirecting focus on customer willingness to pay instead of service cost; enforced a 6-tiered pricing model which increased revenue by 35%

Operations Manager

Akta Pharmaceutical Development (AktaPD)
01.2022 - 12.2022
  • Improve operational management systems, processes, and best practices
  • Executed a comprehensive performance measurement system incorporating KPIs and metrics; recognized bottlenecks in process, resulting in a 20% increase in overall efficiency and a cost savings of $20,000 in the first 2 quarters
  • Conducted comprehensive analysis of customer feedback and implemented targeted improvements, resulting in a 15% increase in customer satisfaction
  • Motivated and evaluated personnel for performance improvement and goal achievement
  • Help the organizations’ processes remain legally compliant
  • Ensure all operations are carried out daily, maintained, and reviewed contracts for over 100+ clients.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.

Assistant Manager

Citigroup Inc.
03.2016 - 12.2021
  • Ensure client responsibilities are managed effectively and to agreed-upon client, best practice, regulatory, statutory deadlines, and anti-money laundering practices
  • Used strong issue resolution to cultivate, build and strengthen lasting client relationships
  • Coordinated meetings with vendors and negotiated contract terms
  • Mitigated business risks by working closely with staff members and assessing performance and reducing errors by 30%
  • Developed, implemented, and updated departmental policies and procedures to meet business objectives and goals
  • Recruiting and training staff personnel and allocated responsibilities
  • Responsible for 30+ Transfer agency clients, such as BlackRock Alternative, Credit Swiss asset management, and Orbis.

Supervisor Training and Development

Citigroup Inc.
02.2008 - 03.2016
  • Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications
  • Collaborated with senior and department leaders to develop and implement workforce plans
  • Created 10+ tracking and accountability controls, which aligned technical training with employee skills, improving retention rate by 80% YoY
  • Evaluated client processes, employee performance and training progress to determine additional training needs
  • Assisted in creating a new recruitment unit that hired 20+ eligible candidates based on their abilities, accomplishments, and fit the organizational culture
  • Developed targeted courses to achieve company training objectives and enhance the skills of new employees in leadership roles
  • Supported onboarding of new employees by hosting orientation sessions
  • Spearheaded a training program for 60 junior staff and managers in Delhi, India in the first 60+ days of employment
  • Built a strong, dedicated, professional team, and effectively improved their performance and development by creating a collaborative and open workplace
  • Forecasted emerging staff training needs in capable and effective fund administration and outstanding client support and identified best-in-class training curriculum and materials.

Education

Associate degree - Business Administration and Management

Centennial College
Toronto, ON

Skills

  • Process Improvement
  • Process Improvements
  • Client Relations
  • Procedure Development
  • Process Improvement Strategies
  • Interpersonal Communication
  • Staff Development
  • Onboarding and Orientation
  • Management
  • Vendor Sourcing
  • Risk Management
  • Customer Relationship Management

Area Of Expertise

  • Operations Management
  • Strategic Planning
  • Risk Management
  • Internal Control
  • Process Improvement
  • Relationship Management
  • Key Account
  • Vendor Management
  • Analysis
  • Customer Service

Timeline

Operations Manager

The Tennie Group, LLC
11.2022 - 07.2023

Operations Manager

Akta Pharmaceutical Development (AktaPD)
01.2022 - 12.2022

Assistant Manager

Citigroup Inc.
03.2016 - 12.2021

Supervisor Training and Development

Citigroup Inc.
02.2008 - 03.2016

Associate degree - Business Administration and Management

Centennial College

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ARLENE BONNER