Deanna Stansfield Young
Operations Specialist
Manvel,TX
Summary
With a proven track record at Infinite Landscape LLC, I excel in operations management and customer relationship management, enhancing operational efficiency and client satisfaction. Leveraging skills in negotiation and problem-solving, I've successfully implemented cost-reduction strategies and fostered a culture of continuous improvement, achieving a high customer retention rate.
Overview
12
12
years of professional experience
Work History
Operations Manager
Infinite Landscape LLC
01.2015 - Current
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Labor Claims Specialist
XL Parts
01.2018 - 02.2019
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Evaluated and settled complex insurance claims in strict timeframes.
- Verified client information by analyzing existing evidence on file.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Generated, posted and attached information to claim files.
- Posted payments to accounts and maintained records.
- Checked documentation for accuracy and validity on updated systems.
Lead Teller
Capital One
06.2016 - 01.2018
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Replenished ATM funds in empty canisters prior to validation process.
- Introduced customers to other bank team members to help meet financial needs.
- Received car loan, home loan, and other payments and posted to accounts.
- Investigated and promptly resolved issues with patron accounts.
- Mentored newly hired team members on appropriate responses to patron questions.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Answered inquiries regarding checking and savings accounts and other related products.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Referred customers to other banking departments for specialized services.
- Educated customers on online banking and mobile banking applications.
- Received loan and utility payments, sending funds to correct destinations.
- Maintained friendly and professional customer interactions.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Cross-sold credit cards, loans and other bank products.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Trained new hires on customer service policies and procedures.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Collections Specialist
Aarons Sale and Lease
10.2012 - 01.2015
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services, and collection strategies.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Maintained accurate records of customer accounts, payments and payment plans.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Processed debtor payments and updated accounts to reflect new balance.
- Investigated customer credit references and approved credit lines.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Established relationships with customers to encourage payment of delinquent accounts.
- Developed and documented collection procedures and policies to comply with government regulations.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Education
Associate of Arts - Business Administration And Management
DeVry University
Downers Grove, IL06.2026
High School Diploma -
Klein Oak High School
Spring, TX06.2020
Skills
- Document Control
- Inventory Management
- Program Administration
- Performance monitoring
- Organizational Management
- Workflow Optimization
- Incidents management
- Performance reporting
- Health and safety compliance
- Process Improvement
- Customer Retention
- Customer Service
- Process flows
- Continuous improvements
- Policies and procedures implementation
- Schedule oversight
- Performance Evaluations
- Cost reduction and containment
- Customer relations specialist
- Staff Training
- Problem-Solving
- Management
- Staff Development
- Operational Efficiency
- Negotiation
- Decision-Making
- Maintaining Compliance
- Cost Reduction
- Operations Monitoring
- Operations Oversight
- Client Relationships
- Customer Relationship Management (CRM)
- Employee relations and conflict resolution
- Team Leadership
- Risk Management
- Operations Management
Timeline
Labor Claims Specialist
XL Parts
01.2018 - 02.2019
Lead Teller
Capital One
06.2016 - 01.2018
Operations Manager
Infinite Landscape LLC
01.2015 - Current
Collections Specialist
Aarons Sale and Lease
10.2012 - 01.2015
Associate of Arts - Business Administration And Management
DeVry University
High School Diploma -
Klein Oak High School
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