BRAD LANDA
Southaven,MS
Summary
Seasoned Senior Operations Manager with a proven track record at PERCEPTA LLC, enhancing operational efficiency and client satisfaction through Lean Six Sigma and leadership development. Spearheaded cross-functional teams to exceed KPIs, achieving significant cost reductions and productivity increases. Expert in P&L oversight and fostering robust client partnerships, demonstrating unparalleled commitment to excellence.
Overview
21
21
years of professional experience
Work History
Senior Operations Manager
PERCEPTA LLC
11.2017 - 08.2024
- Established new departments to manage increasing client demands.
- Managed budget control for multi-year, multi-million-dollar annual client contract.
- Conducted monthly calls to deliver P&L reviews for finance and operations leadership teams.
- Conducted formal and informal sessions to highlight partnership benefits.
- Implemented plans to enhance employee performance.
- Enhanced onboarding efficiency through curriculum improvements.
- Continually adjusted schedules to maintain proper staff coverage during high-demand periods.
- Conducted employee training sessions, enhancing their skill sets.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Created reports on key performance indicators to track progress against objectives.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Advised senior leadership on potential changes or modifications needed for current processes and procedures.
SBU MANAGER
CONDUENT (FORMERLY XEROX SERVICES)
01.2004 - 06.2017
- Managed operations for a high-capacity call center.
- Held comprehensive P&L accountability for a multi-million dollar annual client contract.
- Conducted weekly updates to review P&L for finance and operations leadership.
- Maintained robust partnerships with clients by demonstrating added value.
- Evaluated Key Performance Indicators (KPIs) to enhance operational efficiency.
- Refined onboarding process to improve efficiency.
- Regularly adjusted employee rosters to handle peak times.
- Offered guidance and training to employees.
- Presented findings to clients and created an action plan.
Skills
- Call Center Management
- Lean Six Sigma Methodology
- Leadership Development
- Client Satisfaction Management
- Contract Management
- Service Levels
- P&L Oversight
- Financial Budgeting
- Payroll Management
- HR Collaboration
- Performance Metrics Management
- Cross-Functional Collaboration
- Data Reporting
- ROI management
- KPI reporting
Professional Development
The University of Memphis, course work completed in molecular biology
References
References available upon request.
Timeline
Senior Operations Manager
PERCEPTA LLC
11.2017 - 08.2024
SBU MANAGER
CONDUENT (FORMERLY XEROX SERVICES)
01.2004 - 06.2017