Carmen VanVoorhis
Virginia Beach,VA
Summary
Adept at driving operational excellence and staff development, my tenure at ECCS showcased a proven track record in enhancing productivity and compliance management. Leveraging strong problem-solving and communication skills, I successfully mentored teams towards achieving over 90% in performance metrics, embodying a commitment to quality assurance and employee growth. 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
15
15
years of professional experience
Work History
Training Senior Operations Supervisor
Eccs
- Conducted regular team meetings to maintain open communication channels and address any concerns or challenges promptly.
- Collaborated with executive leadership on strategic planning initiatives to align department objectives with overall company goals.
- Ensured compliance with industry regulations and safety standards through continuous monitoring and enforcement.
- Oversaw inventory management processes to optimize stock levels and minimize waste, resulting in significant cost savings for the organization.
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
- Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.
- Maximized personal competency through continuous professional development.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Mandated policy, procedure, and performance adherence for continued and increased operational efficiency and profitability.
- Mentored junior team members for accelerated professional growth and skill development.
- Identified underperforming areas and implemented effective process improvements.
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
- Assumed responsibility and oversight for hiring, onboarding and mentoring new staff members.
- Boosted employee morale through regular recognition programs that acknowledged outstanding individual contributions.
- Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
- Conducted thorough quality assurance checks, maintaining high standards of output across all deliverables.
- Championed process improvements in response to identified inefficiencies, resulting in enhanced organizational effectiveness.
- Led the successful implementation of new software systems, minimizing disruptions during transition periods while maximizing benefits realized postimplementation.
- Played a pivotal role in driving change management initiatives that resulted in seamless adoption of new policies or procedures.
- Fostered a culture of continuous learning, offering ample opportunities for skill enhancement and professional growth to team members.
- Served on [Type] committee to evaluate and recommend changes to policy, procedure and systems.
- Established and maintained filing systems, retrieved data using [Software] and prepared management reports.
- Maintained compliance with company policies, objectives, and communication goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Boosted team performance by developing customer service training materials and conducting service training.
- Achieved results by working with staff to meet established targets.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Launched quality assurance practices for each phase of development
Operations Training Instructor
Eccs
- Created detailed reports on training outcomes, providing valuable insights for future program enhancements.
- Delivered hands-on demonstrations or simulations when appropriate, reinforcing key concepts learned during classroom instruction.
- Implemented innovative instructional techniques, resulting in higher trainee satisfaction scores.
- Contributed to the development of company-wide training strategies, aligning goals with overall business objectives.
- Enhanced operational efficiency by conducting comprehensive training sessions for employees.
- Improved employee performance and productivity through the development of tailored training programs.
- Mentored less experienced trainers, sharing best practices and helping them improve their skills.
- Utilized a variety of instructional methods, ensuring effective delivery of content to diverse audiences.
- Promoted a culture of continuous learning by fostering an environment that encourages professional growth and development.
- Collaborated with management to identify specific training needs and develop targeted solutions.
- Managed multiple concurrent projects while adhering to strict deadlines, successfully delivering high-quality training solutions on time.
- Developed custom job aids and resources to support ongoing employee development and skillbuilding.
- Monitored industry trends in instructional design methodologies, incorporating innovative approaches into curriculum development initiatives.
- Evaluated employee progress and provided constructive feedback, promoting continuous improvement and growth.
- Conducted regular reviews of training materials, updating content as necessary to ensure relevance and accuracy.
- Partnered with subject matter experts to develop accurate course content that met organizational needs.
- Coached team members individually or in groups, enhancing operational proficiency across all levels within the organization.
- Designed competency-based assessments to measure training effectiveness and identify areas for improvement.
- Provided coaching and mentoring to employees.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
- Built and maintained professional relationships with vendors and suppliers.
- Created and oversaw [Type] training programs for operations.
- Developed lesson plans, instructional materials and written practice tests for [Type] and [Type] training courses.
- Wrote training manuals for [Type] employees and [Type] positions according to strict company guidelines and [Type] protocols.
Dispatcher
Eccs
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Contributed to public safety initiatives through active participation in community events and outreach programs.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Implemented new software systems that improved efficiency within the dispatch center operations.
Operations Manager
ECCS
02.2021 - Current
- 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.
- 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.
Deputy Director of Operations
ECCS
07.2009 - Current
- Increased employee retention rates by fostering a positive work environment through team-building activities and open communication channels.
- Managed vendor relationships to ensure high-quality services while maintaining cost-effective contracts.
- Oversaw facility maintenance and upgrades, ensuring optimal working conditions for staff members while adhering to safety guidelines.
- Collaborated with senior leadership to develop strategic plans for organizational growth and development.
- Implemented new technology solutions to enhance overall operational performance and increase productivity levels.
- Developed crisis management plans in collaboration with senior leadership, enabling swift response times during critical situations.
- Ensured regulatory compliance within all aspects of operations, mitigating potential risks, and maintaining a strong reputation in the industry.
- Mentored junior staff members, providing guidance on professional development opportunities that align with their individual career goals as well as organizational objectives.
- Coordinated with other department heads to establish strong interdepartmental relationships, fostering a unified approach to achieving the organization''s mission and vision.
- Led cross-functional teams for successful project execution and timely completion of milestones.
- Established key performance indicators to measure success, driving continuous improvement efforts across the organization.
- Developed comprehensive training programs for staff, resulting in increased job proficiency and skill development.
- Optimized resource allocation by developing and implementing data-driven strategies for workforce management.
- Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
- Represented organization at external meetings and events to promote and build relationships with key stakeholders.
- Established [Type] and [Type] policies to promote company culture and vision.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
Education
High School Diploma -
Virginia Wesleyan College
Norfolk, VASkills
- Staff Training and Development
- Operational Excellence
- Management
- Operations Management
- Task Delegation
- Staff Supervision
- Scheduling Coordination
- Team Training
- Performance monitoring
- Quality Assurance
- Employee Development
- Compliance Management
- Verbal and written communication
- Complex Problem-Solving
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
- Promoted to [Job Title] after [Number] years with the company.
Languages
Italian
Professional Working
Timeline
Operations Manager
ECCS
02.2021 - Current
Deputy Director of Operations
ECCS
07.2009 - Current
High School Diploma -
Virginia Wesleyan College
Training Senior Operations Supervisor
Eccs
Operations Training Instructor
Eccs
Dispatcher
Eccs
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