Excel/ Google Sheets
Corey Walker
Manager, Operations
American Fork,UT
Summary
Seasoned, goal-oriented leader assisting employees in providing world class customer service. Proven success in organizational, people and planning skills; with excellence in customer service and continual improvement in mind always. Proficient in developing training programs that better help equip employees to independently handle daily functions and meet customer needs.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Manager, Operatons
HONK Technologies Inc.
Provo , UT
08.2018 - Current
- Helped team members maintain business professionalism by coaching each Operations Supervisor on methods for delivering exceptional service to every customer.
- Grew personal from 20 to 140 and delivered revenue growth by 30%
- Held continuous "skip-level" meetings with employees at all levels to maintain and promote our companies culture.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
Operations Supervisor
HONK Technologies Inc.
Los Angeles, CA
07.2017 - 08.2018
- Responsible for leading 20+ associates on inbound calls pertaining to customer, client, and service provider concerns.
- Motivated and trained employees to maximize team productivity and reach quarterly goals.
- Handled escalation calls and utilized problem solving skills to resolve client and customer facing issues.
- Collaborated with other departments to ensure excellence in customer service.
- Interviewed and hired top talent for entry level positions.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
Team Supervisor
Starbucks Coffee Company
Los Angeles , CA
09.2012 - 07.2017
- Engaged fully with customers using integrity, honesty and knowledge that promoted culture, values and Starbucks Mission.
- Maintained a calm demeanor during periods of high volume or unusual events to help keep store operations standard and too showcase a positive example for the team.
- Anticipated customer and store needs by constantly evaluating our stores environment and customers for cues.
- Assisted with new partner training by positively reinforcing successful performance.
- Developed positive relationships with our team by understanding and addressing individual motivation, needs and concerns.
- Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure all Partners were safe during each shift.
- Recognized and reinforced individual and team accomplishments by collaborating alongside my Store Manager to find new, creative, and effective methods of recognition.
Personal Assistant to the President
Etonion LLC
El Segundo , CA
07.2011 - 08.2012
- Personal driver for Co-founder of Etonion LLC, Lawrence Greaves, which included; Managing his calendar and appointments, preparing charts and mapped out schedules to assure on-time arrivals to every meeting. Needed to provide 24 hour availability throughout the week.n.
- Handled sensitive, highly confidential information (both written and verbal), which included; inputting resumes and files into complex online data programs such as PC hunter. Created large scale databases used for marketing that were 300 to 500 pages deep using Jigsaw & Capital IQ online systems.
- Performed quality tasks assigned from management which included deliveries both in Los Angeles and Orange County.
- Qualified to work from the entire MS Office Suites (Excel, Word, Outlook, & PowerPoint).
Education
Business Administration
Gilbert Community College
Chandler, AZ 07.2010 - 07.2011
High School Diploma -
Pinnacle High School
Phoenix, AZ 08.2006 - 08.2010
Skills
Strategic planning
Identifying best practices Developing, writing and implementing training to internal teams
Staff Management
Business Development
Project Management
Verbal and written communication
New hire on-boarding
Accomplishments
- Collaborated with the Vice President of Operations in the development of a Tier 2 escalations support team and Tier 3 Operations Supervisor team.
- Documented and developed effective training guides and processes for all levels of support within the contact center; resulting in increased employee productivity, and higher customer NPS scores.
- Increased single call resolutions rates to above 78% by introducing informative knowledge portals for employees and tracking customer needs.
- Managed multiple special projects with Engineers and Executive Leadership while continuing to accomplish day to day objectives. Resulting in the onboarding and winning of new client accounts while maintaining daily operations.
Software
Fluent in Business Process Modeling Notation with the use of Lucid Chart
Workramp
Zendesk
Certification
Obtaining SixSigma Green Belt Certification
Timeline
Obtaining SixSigma Green Belt Certification
01-2022
Manager, Operatons
HONK Technologies Inc.
08.2018 - Current
Operations Supervisor
HONK Technologies Inc.
07.2017 - 08.2018
Team Supervisor
Starbucks Coffee Company
09.2012 - 07.2017
Personal Assistant to the President
Etonion LLC
07.2011 - 08.2012
Business Administration
Gilbert Community College
07.2010 - 07.2011
High School Diploma -
Pinnacle High School
08.2006 - 08.2010