Cynthia Graham
Dawson
Summary
Dynamic Operations Manager with a proven track record at DMT, excelling in innovative problem solving and team collaboration. Enhanced customer satisfaction through effective communication and improved performance outcomes. Skilled in efficient resource allocation, I fostered a positive work environment, achieving higher employee retention rates and strengthening client relationships.
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
16
16
years of professional experience
Work History
Customer Service Representative/Operations Lead
DMT
08.2022 - 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.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Operations Manager
Noble LLC
03.2009 - 08.2022
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 130 fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Generated reports to track deliveries and maintain proper records and documentation.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Enhanced team morale by fostering supportive and collaborative work environment.
- Answered phone calls and responded to customer emails.
- Scheduled deliveries and pickups according to customer needs.
- Assisted in resolving customer complaints and grievances.
- Communicated with customers to provide delivery updates and resolution.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- 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.
Education
Bachelor of Science - Business Management
Jacksonville State University
Jacksonville, ALSkills
- Innovative problem solving
- Team collaboration leadership
- Efficient resource allocation
- Customer relations
- Performance evaluation
Wildsparq 2024
Collaboration of a multi-member team to brainstorm ideas for better management solutions.
Timeline
Customer Service Representative/Operations Lead
DMT
08.2022 - Current
Operations Manager
Noble LLC
03.2009 - 08.2022
Bachelor of Science - Business Management
Jacksonville State University
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