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
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