Dawn Boyd
Allen,TX
Summary
Dynamic Operations Manager with a proven track record at Service Experts, excelling in team leadership and operational efficiency. Spearheaded process improvements that boosted productivity and reduced costs. Adept at performance management and enhancing customer satisfaction through effective communication and innovative strategies, driving significant revenue growth and employee accountability.
Overview
7
7
years of professional experience
Work History
Operations Manager
Service Experts
Richardson, TX
09.2021 - 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.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Increased profit by streamlining operations.
- Implemented quality control systems to boost overall product consistency and reliability.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Business Process Manager
Service Experts
Richardson, TX
09.2020 - 09.2021
- Improved project management, resulting in timely completion of key initiatives within the company.
- Evaluated emerging trends in process management technologies, recommending suitable tools and platforms for implementation within the organization.
- Increased efficiency by developing and implementing standardized operating procedures across departments.
- Managed vendor relationships effectively, ensuring high-quality service delivery at competitive prices.
- Collaborated with cross-functional teams to design end-to-end process maps for critical business functions, increasing transparency and understanding among stakeholders.
- Coached and mentored junior staff in areas such as process improvement methodologies, change management, and performance measurement techniques.
- Aligned business processes with overarching company strategy, ensuring a cohesive approach towards achieving corporate objectives.
Support Center Operations Manager
Service Experts
Richardson, TX
09.2018 - 09.2020
- Managed a team of employees, ensuring proper training and development for optimal performance in their roles.
- Developed innovative strategies aimed at increasing revenue generation within the center''s various departments or services offered.
- Oversaw daily center activities, delegating tasks as necessary to ensure smooth workflow and meet deadlines.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
Business Management
University of Phoenix
Tempe, AZSkills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Employee relations and conflict resolution
- Staff management
- Operations oversight
- Policies and procedures implementation
- Performance monitoring
- Workflow optimization
- Process improvement
- Performance management
- Superb time management skills
- Quality assurance controls
- KPI tracking
- Customer retention
- Performance reporting
- Process improvement strategies
- Contract management
- Performance evaluations
- Expense reports
- Sales background
Timeline
Operations Manager
Service Experts
09.2021 - Current
Business Process Manager
Service Experts
09.2020 - 09.2021
Support Center Operations Manager
Service Experts
09.2018 - 09.2020
Business Management
University of Phoenix