Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
BusinessAnalyst
Brittany Neely

Brittany Neely

Senior Operations Manager
Loganville,GA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience

Work History

Senior Operations Manager

Secure Capital Investments
03.2020 - Current
    • Developed systems and procedures to improve operational quality and team efficiency.
    • Oversaw workforce management planning, volume predictions and capacity planning.
    • Provided leadership for continual management and employee training initiatives.
    • Managed employee-related issues encompassing labor, turnover and diversity.
    • Allocated resources to planned programs according to business objectives.
    • Prepared documents for internal and external audits.
    • Oversaw staff and sub-contractor performance review assessments.
    • Procured contracting arrangements with sub-contractors and service providers.
    • Trained and guided team members to maintain high productivity and performance metrics.
    • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
    • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
    • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Team Manager

Kaiser Permanente
11.2016 - 03.2020
  • Coordinated team collaboration to share ideas and build best practices.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Delivered regular team meetings for aligned work towards common goals.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Evaluated employee performance on daily basis and coached and trained up to 25 team members, increasing quality of work and employee motivation.
  • Developed performance measurement strategies, identifying areas for improvement.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Assistant District Supervisor

Maschio's Food Services
01.2016 - 10.2016
  • Monitored daily sales performance and provided feedback to each team member.
  • Communicated customer feedback and complaints to team members to promote proper resolution.
  • Scheduled and monitored team members' workloads to meet customer needs.
  • Improved productivity of customer service team by leading training initiatives and revamping schedules.
  • Negotiated more favorable rates and delivery times with vendors.
  • Conducted supplier risk evaluations and assisted with regulatory inspections.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Increased sales by 25% with improved processes, training and technology.

Assistant Manager

Allied Telesis
03.2015 - 10.2015
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Customer Service Representative

Convergys
01.2013 - 03.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Consistently met customer call guidelines for service levels, handle time and productivity.

Software Tester

Select Staffing Agency
01.2013 - 06.2013
  • Collaborated with QA team to test software quality through manual and automated testing.
  • Carried out tests to identify, report and repair bugs and glitches.
  • Teamed on planned tests and time-sensitive ad hoc requests.
  • Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
  • Coordinated work with various teams to solve problems and improve efficiency for software testing and automation.
  • Used analyzers, multimeters and power supplies to conduct diagnostic procedures.

Administrative Assistant

Watters Child Development Complex II
03.2012 - 01.2013
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Assisted development and implementation of new administrative procedures.
  • Drafted correspondence and other documents for Director and department heads in company's voice.
  • Volunteered to help with special projects of varying degrees of complexity.

Executive Administrative Assistant

Mays Mortuary
03.2009 - 02.2012
  • Handled scheduling for executive's calendar and prepared meeting agenda and materials.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
  • Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
  • Screened calls and emails and initiated actions to respond or direct messages for managers.
  • Documented and distributed meeting notes to identify, analyze, and improve workflows.
  • Handled confidential and sensitive information with discretion and tact.
  • Facilitated training and onboarding for incoming office staff.

Receptionist

Trinity Hair Salon
06.2007 - 01.2009
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone, or postal mail.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Organized, maintained and updated information in computer databases.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.

Education

License - All-Lines Claims Adjuster

Central Insurance School
Clearwater, FL
09.2022

High School Diploma -

Union Senior High School
Union, NJ
06.2007

Skills

  • KPI Tracking
  • Supplier Monitoring
  • Business Growth Initiatives
  • Customer Care
  • Budget Administration
  • Training Initiatives
  • Operations Management
  • P&L Administration
  • Business Leadership
  • Payroll Administration and Timekeeping
  • Hiring and Onboarding
  • Policy Development and Enforcement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

If one is lucky, a solitary fantasy can totally transform one million realities.
Maya Angelou

Timeline

Senior Operations Manager

Secure Capital Investments
03.2020 - Current

Team Manager

Kaiser Permanente
11.2016 - 03.2020

Assistant District Supervisor

Maschio's Food Services
01.2016 - 10.2016

Assistant Manager

Allied Telesis
03.2015 - 10.2015

Customer Service Representative

Convergys
01.2013 - 03.2015

Software Tester

Select Staffing Agency
01.2013 - 06.2013

Administrative Assistant

Watters Child Development Complex II
03.2012 - 01.2013

Executive Administrative Assistant

Mays Mortuary
03.2009 - 02.2012

Receptionist

Trinity Hair Salon
06.2007 - 01.2009

License - All-Lines Claims Adjuster

Central Insurance School

High School Diploma -

Union Senior High School
Brittany NeelySenior Operations Manager