ASHLEY OUTING
Lancaster,SC
Summary
Seasoned Operations Manager and talented leader with eight years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
Work History
Operations Manager - Global Scam & Fraud
Wayfair LLC
01.2020 - Current
- Manage a team of 12-17 agents while consistently exceeding KPI expectations, metric goals, and analyzing data
- Implement performance improvement initiatives resulting in a 20% increase in team productivity and efficiency
- Collaborate with cross-functional teams streamlining processes, leading to a reduction in response time to customer inquiries by 15%
- Conduct regular performance assessments, provide constructive feedback, and develop personalized growth plans for agents
- Lead network meetings/training sessions, contributing to enhanced team performance and knowledge sharing.
- 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.
Customer Service Manager
Wayfair LLC
01.2020 - 01.2021
- Manage a team of 12-18 consultants at varying skill levels
- Analyze trends based on historical data to close performance gaps
- Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
- Conduct side-by-side observations and quality assurance (call monitoring) reviews
- Work closely with Human Resources and Leadership to address and resolve employee issues.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Front Office Manager
Hilton Charlotte Center City
01.2018 - 01.2020
- Managed a team of 10 Front Desk Agents, 1 Assistant Manager, and 2 Supervisors
- Address complaints and requests with quality customer service
- Oversaw 5 Guest Services Agents that managed high volume of inbound/outbound calls of service such as: room service, reservations, guest complaints, upgrades, loyalty program enrollment, billing, etc… Create, organize, and maintain scheduling for all employees
- Manage labor & productivity and present weekly updates in Labor Meetings with hotel leadership
- Purchase, track, and invoice all office supplies.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Assistant Property Manager
Regions 615
07.2017 - 10.2018
- Respond to and handle tenant problems and complaints, focusing on service
- Coordinate tenant move-in/outs
- Complete weekly tenant billing and scanning using Yardi
- Assist Property Management team in promoting, establishing and maintaining positive relations with tenants
- Become familiar with the leases for individual tenants.
- Followed up on delinquent tenants and coordinated collection procedures.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
Front Office Supervisor
Hilton Executive Park
01.2016 - 01.2018
- Ensure outstanding customer care at all times
- Resolve customer issues, complaints, problems in a quick efficient manner
- Supervise daily shift process ensuring all team members adhere to standard operating procedures
- Train, direct the work of, resolve issues, and coach and counsel the Front Office team
- Control cash transactions at the Front Desk and maintain responsibility for personal bank.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
Front Office Agent
Marriott International, Inc. | The Westin Charlotte Hotel
01.2015 - 01.2016
- Register arriving guests and assign rooms
- Monitor inventory of vacancies, registrations, and room assignments
- Answer hotel inquiries, included but not limited to, hotel services, room assignments, reservations, registrations, via phone, email, and in person.
Front Desk Agent/Manager on Duty
Hilton Executive Park
01.2012 - 01.2014
- Greet, register, and assign rooms to guests
- Assisted with interviewing, training, scheduling and reprimanding all front desk personnel
- Perform simple bookkeeping activities including cash balances
- Keep records of room availability and guest accounts manually and by means of computer
- Computing bills, collecting payments, and making change for guests.
Education
High School Diploma -
Ardrey Kell High School
Charlotte, North CarolinaHuman Resources -
Central Piedmont Community College
Charlotte, North CarolinaSkills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Delegation
- Performance reporting
- Conflict Mediation
Timeline
Operations Manager - Global Scam & Fraud
Wayfair LLC
01.2020 - Current
Customer Service Manager
Wayfair LLC
01.2020 - 01.2021
Front Office Manager
Hilton Charlotte Center City
01.2018 - 01.2020
Assistant Property Manager
Regions 615
07.2017 - 10.2018
Front Office Supervisor
Hilton Executive Park
01.2016 - 01.2018
Front Office Agent
Marriott International, Inc. | The Westin Charlotte Hotel
01.2015 - 01.2016
Front Desk Agent/Manager on Duty
Hilton Executive Park
01.2012 - 01.2014
High School Diploma -
Ardrey Kell High School
Human Resources -
Central Piedmont Community College