Deanna (Dee) Rickert

• Streamlined operations by identifying inefficiencies and implementing process improvements.
• Championed continuous improvement initiatives, fostering a culture of innovation within the organization.
• Liaised with CEO to expand existing asset classes and develop capabilities with new asset classes.
• Mentored and developed team members, encouraging professional growth while retaining top talent.
• Managed fiscal, business and operational strategies of divisions.
• Ensured compliance with regulatory requirements by staying abreast of industry changes and updating policies accordingly.
• Developed and executed operational strategies to drive company growth and profitability resulting in < 5% agent error ratio.
• Owned and nurtured well-being of operational organization.
• Collaborated with executive leadership to develop long-term business plans, setting organizational goals and objectives.
• Led cross-functional teams for successful project completion, ensuring on-time delivery and optimal results.
• Reduced operational costs through strategic cost-cutting measures and resource allocation.
• Developed strong relationships with industry partners, expanding the company''s network of resources.
• Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
• Increased company profits through performance optimization strategies and efficiency improvements.
• Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
• Established performance goals for department and outlined processes for achievement.
• Identified opportunities to improve business process flows and productivity.
• Drove team engagement to 95% exceeding company targets realizing
• Performed statistical analyses to gather data for operational and forecast team needs.
• Interacted well with customers to build connections and nurture relationships.
• Assisted in recruiting, hiring and training of team members significantly impacted during COVID.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills. Active member of ADTRAV's client advisory board leveraging feedback to improve relations.
• Reduced operational risks while organizing data to forecast performance trends.

• Optimized client relations by establishing strong relationships with key vendors and suppliers.
• Mentored junior team members in their career development, providing guidance and support to cultivate future leaders within the organization.
• Developed contingency plans for crisis situations or unexpected challenges in order to maintain business continuity during times of disruption.
• Enhanced customer satisfaction by implementing quality control measures and addressing customer concerns promptly. Managed ADTRAV's Raving Fan Program.
• Fostered strong communication channels between departments to facilitate information sharing and promote collaborative problem solving.
• Collaborated with sales teams to develop strategies for increasing revenue opportunities through improved operational capabilities.
• Represented Operations during Best and Final client meetings both virtual and in person
• Managed cross-functional teams for effective project delivery, fostering a culture of collaboration and teamwork. Achieving >90% employee engagement ranking and places to work in Alabama.
• Championed continuous improvement initiatives, driving operational excellence across all departments.
• Led change management efforts to successfully implement new policies, procedures, and technologies throughout the organization.
• Increased overall organizational efficiency by streamlining workflows and eliminating redundancies in day-to-day operations. Provided continuous feedback on technology enhancements to optimize agent and client performance.
• Cultivated a high-performance work environment by setting clear expectations and providing regular feedback on employee performance.
• Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
• Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
• Identified opportunities to improve business process flows and productivity.
• Set clear goals to monitor targets and offered real-time input on performance and motivation.
• Interacted well with customers to build connections and nurture relationships.

Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.

• Developed systems and procedures to improve operational quality and team efficiency.
• Monitored budget and utilized operational resources.
• Oversaw day-to-day production activities in accordance with business objectives.
• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Monitored office workflow and administrative processes to keep operations running smoothly.
• Defined, implemented, and revised operational policies and guidelines.
• Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
• Analyzed customer feedback and identified areas for improvement to drive business success. Researched all negative customer feedback and personally wrote apology letters or called personally to discuss.
• Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness. Relocated employees internally to teams increasing output and employee satisfaction.
• Facilitated staff reduction and rehiring post COVID epidemic.
• Developed and trained after hours agent increasing customer satisfaction during tenure to >90%

• Hired and trained 30 agents in less than 6 weeks to support the award of the United States Coast Guard account.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Facilitated routine meetings with the COR of USCG ensuring contract compliance and customer satisfaction. Provided monthly metrics showcasing contract compliance.
• Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
• Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.

• Provide continuous day-to-day managerial direction to staff (50-60 employees). Participate in reviewing RFP's for Military and Government contracts as well as execute contracts upon award.
• Traveled to multiple office locations to identify and implement cost savings opportunities to include employee development modeling the company’s goals and objectives using Lean Six Sigma methodologies.
• Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
• Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
• Improved average hold times, resolution rates and satisfaction scores through staff development.
• Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
• Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Determined quality assurance benchmarks and set standards for improvement.
• Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
• Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Led daily team meetings to review performance, set targets and motivate staff.