Benjamin Phillips
Columbus,OH
Summary
Operations Manager at Tripleshift Entertainment with a proven track record in enhancing customer satisfaction and team performance. Recognized for exceptional service delivery and effective conflict mediation. Proficient in Microsoft Office Suite and skilled in training and team development, driving operational excellence and fostering a collaborative work environment.
Overview
17
17
years of professional experience
Work History
Operations Manager
Tripleshift Entertainment
Columbus, OH
01.2025 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed daily operations of bowling center ensuring smooth customer experiences.
- Supervised staff training to enhance service quality and team performance.
- Oversaw scheduling and staffing to meet peak business demands effectively.
- Handled customer inquiries and resolved issues to maintain satisfaction levels.
- Monitored inventory levels for supplies and equipment ensuring availability at all times.
- Resolved customer complaints in a professional manner while upholding company policies.
- Provided excellent customer service to ensure a positive experience for all guests.
- Maintained cleanliness of bowling lanes, bar area, and other areas of the facility.
- Performed routine maintenance on bowling lanes such as oiling, cleaning pin setting machines.
- Monitored bowling alley operations to ensure safety regulations and standards of customer service were met.
- Managed the financial aspects of the business including payroll processing, billing customers for services rendered, tracking inventory costs and sales prices.
- Implemented procedures for verifying age requirements when serving alcohol.
- Enforced safety guidelines at all times while monitoring employee performance closely.
Multi-Product Agent
Progressive Home
04.2022 - 12.2024
- Resolved customer complaints promptly to uphold professional relationships.
- Assessed customer satisfaction through follow-ups on inquiries regarding solutions.
- Provided thorough resolutions to caller issues in a timely manner.
- Communicated policies and procedures clearly to clients.
- De-escalated customer complaints with professionalism and efficiency.
- Built strong customer relationships, fostering loyalty and positive recommendations.
- Maintained extensive knowledge of products and services for accurate customer guidance.
Mortgage Assumptions QC Analyst
JP MORGAN CHASE
08.2016 - 08.2020
- Conducted quality control on loan disclosures, processing, underwriting, closing, and post-closing of mortgage assumptions.
- Developed comprehensive quality assurance documentation to standardize procedures.
- Created and updated checklists and job aids to minimize operational errors.
- Produced training materials and SOPs to facilitate onboarding for new team members.
- Edited and reviewed internal documents to enhance clarity and comprehension.
- Administered internal audits, evaluating results to guide corrective actions.
- Documented inspection findings, collaborating with the quality team for effective implementation of corrective measures.
Dialer Collector
JP MORGAN CHASE
09.2014 - 08.2016
- Resolved customer complaints by implementing appropriate solutions promptly.
- Reviewed and analyzed proposed laws, regulations, and policies to assess implications.
- Verified implementation of changes to address customer issues effectively.
- Referred unresolved grievances to designated departments for thorough investigation.
Aircrew Flight Equipment Technician
UNITED STATES AIR FORCE
04.2008 - 04.2014
- Maintained comprehensive repair logs to document corrective and preventive maintenance for aircraft.
- Operated power tools and testing equipment to adjust, repair, and replace faulty aircraft components.
- Inspected equipment to identify wear and defects effectively.
- Documented all inspection and maintenance actions accurately in aircraft forms.
- Performed preflight and postflight checks for aircrew flight equipment.
- Adjusted and packed flight helmets, oxygen masks, parachutes, and flotation devices for transport.
- Recorded all maintenance actions meticulously in aircraft logbooks.
Skills
- Fast learner
- Proficient in Microsoft Office Suite
- People-focused approach
- Detail-oriented mindset
- Flexible and adaptable
- Self-starter initiative
- Recognition for customer satisfaction excellence
- Training and team development
- Leadership in teams
- Career progression management
- Effective feedback techniques
- Leading and inspiring teams
- Banking knowledge base
- Excellence in customer service delivery
- Management of personnel matters
- Policy compliance expertise
- Highly self-motivated individual
- Analytical problem-solving skills
- Conflict mediation expertise
- Networking professionalism
- Documentation of information processes
- Strong organizational capabilities
- Critical analysis skills
- Staff training
- Problem solving
- Effective communication
- Team collaboration
- Safety management
- Technical troubleshooting
- Onboarding and orientation
- Operations monitoring
- Customer retention
References
References available upon request.
Timeline
Operations Manager
Tripleshift Entertainment
01.2025 - Current
Multi-Product Agent
Progressive Home
04.2022 - 12.2024
Mortgage Assumptions QC Analyst
JP MORGAN CHASE
08.2016 - 08.2020
Dialer Collector
JP MORGAN CHASE
09.2014 - 08.2016
Aircrew Flight Equipment Technician
UNITED STATES AIR FORCE
04.2008 - 04.2014
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