Charity Martin
Tulsa
Summary
Results-driven Senior Operations Manager with expertise in streamlining workflows and enhancing productivity. Proven ability to implement process improvements that drive operational excellence and employee engagement.
Overview
30
30
years of professional experience
Work History
Senior Operations Manager
Alorica
Miami, FL
12.2011 - 03.2026
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Led cross-functional teams in implementing process improvements, resulting in increased productivity.
- Developed and executed strategic initiatives to optimize resource allocation and service delivery.
- Mentored junior managers on best practices for performance management and team development.
- Analyzed operational data to identify trends and drive informed decision-making across departments.
- Collaborated with senior leadership to align operational goals with overall business objectives.
- Implemented training programs that improved employee engagement and retention rates significantly.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
Assistant Manager
Great American Cookies
Joplin, MO
06.2011 - 12.2011
- Supervised daily operations, ensuring compliance with company standards and policies.
- Trained and mentored staff on best practices for customer service and product preparation.
- Implemented inventory management procedures, reducing waste and optimizing stock levels.
- Analyzed sales data to identify trends, informing strategic decisions for product offerings.
Shift Manager
Freeman Hospital West
Joplin, MO
06.1996 - 06.2006
- Oversaw daily operations to ensure efficient workflow and patient care standards.
- Trained and mentored staff on best practices in patient handling and safety protocols.
- Implemented process improvements to enhance operational efficiency and reduce wait times.
- Coordinated team schedules to optimize coverage during peak hours and maintain service quality.
Education
Certificate of Technical Studies - Office Management
Franklin Technical Institute
Joplin, MO12-1996
High School Diploma -
Joplin High School
Joplin, MO05-1996
Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Procedure optimization
- Operational excellence
- Cost reduction
- Business planning
- Forecasting
- Workforce planning
- Employee coaching
- KPI tracking
- Key performance indicators
- Standard operating procedures
- ROI management
- Goal attainment
- Employee engagement
- Process improvements
Timeline
Senior Operations Manager
Alorica
12.2011 - 03.2026
Assistant Manager
Great American Cookies
06.2011 - 12.2011
Shift Manager
Freeman Hospital West
06.1996 - 06.2006
Certificate of Technical Studies - Office Management
Franklin Technical Institute
High School Diploma -
Joplin High School