Tableau
Corwin Keal
Austin,Texas
Summary
Seasoned Operations Manager and talented leader with 14 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
13
13
years of professional experience
Work History
North America Core Operations Manager
TikTok
Austin, TX
08.2022 - 12.2023
- Directed diverse leadership team across multiple time zones, overseeing governance, content moderation, customer support, and risk mitigation.
- Empowered leaders to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Implemented quality control systems that boosted overall consistency, customer satisfaction, and reliability driving 60% increase in CSAT and 100% improvement in quality within six months.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow while reducing operational costs by 10%.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
Senior Operations Manager
Next Insurance
Austin, TX
07.2020 - 08.2022
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Built Austin support site to 350 FTE in two years’ time.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Implemented sales strategies resulting in 200% revenue increase, expanded customer base by 100%, and boosted self-service automation by 70%.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
Manager - Account Management Operations
LegalZoom
Austin, TX
02.2020 - 07.2020
- Implemented new account management strategies that resulted in 10% decrease in customer churn rate and 25% increase in cross-selling opportunities
- Provided insights on business opportunities, enhancing efficiency by 15% through best industry practices
- Conceptualized and executed yearly revenue strategy, improving sales performance by 20% and enhancing customer experience by implementing strategic reorganization of business units
- Improved overall customer satisfaction by 40% through streamlining operations and optimizing team processes.
Senior Operations Manager
General Motors
Austin, TX
05.2014 - 02.2020
- Led global contact center of excellence, in multiple locations, to consistently exceed sales and customer experience metrics, resulting in 30% increase in customer satisfaction
- Managed cross-functional teams, ensuring successful project delivery within budget and time constraints.
- Crafted detailed business plans with clear objectives, strategies, timelines, budgets, and ROI projections for approval by executive leadership.
- Implemented innovative solutions to improve operational performance and reduce costs across organization. 4X Global Game Changer Award recipient
Sales Operations Manager
Dell Technologies
Round Rock, TX
05.2011 - 04.2013
- Managed team of sales professionals, ensuring consistent performance and achievement of targets.
- Led global sales team to achieve one of the largest dollar amounts of new business in Small Business Sales 40% above $2M target.
- Increased sales revenue by streamlining sales operations process and implementing effective strategies.
- Developed strong relationships with key clients, leading to increased customer satisfaction and retention rates.
- Coordinated meetings and logistics for national sales meetings and directed and supervised 35-member team.
Education
Bachelor of Arts - Business Administration
Concordia University Texas
Austin, Texas12.2017
Skills
- Sales Tracking
- Strategic Planning
- Operations Management
- Needs Assessment
- Customer Retention
- Employee Development
- Change Management
- Team Leadership
- Cross-Functional Collaboration
- Administration and Operations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Salesforce
Smartsheet
Timeline
North America Core Operations Manager
TikTok
08.2022 - 12.2023
Senior Operations Manager
Next Insurance
07.2020 - 08.2022
Manager - Account Management Operations
LegalZoom
02.2020 - 07.2020
Senior Operations Manager
General Motors
05.2014 - 02.2020
Sales Operations Manager
Dell Technologies
05.2011 - 04.2013
Bachelor of Arts - Business Administration
Concordia University Texas