Cheryl Good
Grosse Pointe Farms,MI
Summary
Focused Senior Director of Operations with 15+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Director of Operations
U.S. Legal Support
10.2021 - Current
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Eased team transitions and new employee orientation through effective training and development.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
Director of Operations
U.S. Legal Support
09.2016 - 10.2021
- Oversaw day-to-day activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Provided documentation of processes to comply with regulations and company policies.
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
- Set team and individual KPIs and provided regular, actionable feedback.
General Manager
Bienenstock Court Reporting & Video
09.2009 - 09.2016
- Implemented operational strategies and effectively built customer and employee loyalty.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Developed effective business plans to align strategic decisions with long-term objectives.
Education
Journalism
New York University
New York, NYSkills
- Business Leadership
- Problem Anticipation and Resolution
- Finance and Accounting Oversight
- Administrative Management
- Hiring and Onboarding
- Performance Monitoring and Evaluation
- Policy Development and Enforcement
- Operations Oversight
- P&L Responsibility
- Motivational Leadership
- Client Advocacy
Certification
- Certificate of Executive Leadership, Johnson School of Management, Cornell University, NY
Timeline
Senior Director of Operations
U.S. Legal Support
10.2021 - Current
Director of Operations
U.S. Legal Support
09.2016 - 10.2021
General Manager
Bienenstock Court Reporting & Video
09.2009 - 09.2016
Journalism
New York University