Delawrence Nelson
Washington,DC
Summary
Dynamic Operations Manager with a proven track record at S.P.S, enhancing team productivity and customer satisfaction through effective leadership and decision-making. Skilled in staff development and CRM, I significantly improved communication and compliance, fostering a culture of continuous improvement and accountability.
Overview
1
1
Certification
Work History
Manager of Operations
S.P.S
04.2024 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Led team meetings to discuss performance metrics, fostering culture of continuous improvement and accountability.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Implemented customer feedback system to identify areas for service improvement, leading to increased customer satisfaction scores.
- Improved team morale with regular feedback sessions and recognition of outstanding performance.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- 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.
Skills
- Decision-Making
- Customer Service
- Staff Management
- Team Leadership
- Operations Management
- Schedule Management
- Staff Development
- Employee relations and conflict resolution
- Risk Management
- Customer Relationship Management (CRM)
- Onboarding and Orientation
- Customer relations specialist
Certification
Comp TIA Security+
Timeline
Manager of Operations
S.P.S
04.2024 - Current
Comp TIA Security+
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