Open To Work
Barbara Lakes
Jonesboro,AR
Work Preference
Summary
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
Ttec (TeleTech) - HealthCare Solutions
06.2016 - 04.2025
- Streamlined operational processes to enhance efficiency and reduce costs across healthcare solutions.
- Led cross-functional teams in implementing quality improvement initiatives, resulting in enhanced service delivery.
- Developed training programs for staff, improving onboarding and skill development within the operations team.
- Analyzed workflow efficiencies, identifying bottlenecks and recommending solutions to optimize performance metrics.
- Coordinated project management efforts, ensuring timely completion of initiatives aligned with strategic goals.
- Monitored compliance with industry regulations and internal policies to maintain high standards of service delivery.
- Facilitated communication between departments to ensure alignment on operational objectives and priorities.
- Directed resource allocation strategies to maximize operational effectiveness in support of organizational goals.
- 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.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- 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.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Team Leader/Trainer Hybrid
Ttec (TeleTech) - HealthCare Solutions
08.2014 - 06.2016
- Led cross-functional teams to enhance patient care delivery and operational efficiency.
- Implemented process improvements to streamline workflows and reduce service response times.
- Mentored junior team members, fostering professional development and knowledge sharing.
- Developed training programs to elevate staff performance and ensure compliance with healthcare regulations.
- Analyzed performance metrics to identify trends and inform strategic decision-making.
- Facilitated regular team meetings to promote open communication and address operational challenges.
- Initiated quality assurance protocols that improved service consistency across multiple departments.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Optimized resource allocation, ensuring projects were delivered within budget and scope.
- Developed and executed training programs that significantly improved team skills and morale.
- Organized professional development workshops, contributing to ongoing growth and expertise of team.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected production area to verify proper equipment operation.
- Generated reports detailing findings and recommendations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Facilitated onboarding sessions, ensuring new hires understood operational processes and compliance standards.
- Evaluated training effectiveness through feedback and assessments, refining curriculum to meet organizational needs.
- Mentored junior trainers, fostering professional development and knowledge sharing within the team.
- Collaborated with cross-functional teams to identify skill gaps and create targeted training initiatives.
- Analyzed performance metrics to improve training outcomes, aligning programs with business objectives.
- Streamlined training documentation processes, improving resource accessibility for trainers and employees alike.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Elevated participant engagement by developing interactive training modules.
- Worked with vendors to customize courseware to accommodate business needs.
Education
Bachelor of Science - Business Administration
Arkansas State University
Jonesboro, AR12-2004
Associate of Applied Science - Business Technology
Arkansas State University
Jonesboro, AR08-2002
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Planning and implementation
- Project management
- Performance monitoring
- Employee motivation
- Customer relationship management
- Maintaining compliance
- Workflow optimization
- Process improvement
- Quality assurance controls
Accomplishments
- Promoted to Operations Manager after 2 years with the company.
- Earned the “Extra Mile” Award in 2014-2025 for Top Performer.
- Achieved Sales Target YOY by10%-15% increase with accuracy and efficiency.
- Supervised team of 150 staff members during peak season.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Six Sigma White Belt, ttec 2016.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager
Ttec (TeleTech) - HealthCare Solutions
06.2016 - 04.2025
Team Leader/Trainer Hybrid
Ttec (TeleTech) - HealthCare Solutions
08.2014 - 06.2016
Bachelor of Science - Business Administration
Arkansas State University
Associate of Applied Science - Business Technology
Arkansas State University