Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Desma Draper

Danville ,VA

Summary

Accomplished Operations Manager with a proven track record at Sodexo USA, enhancing operational efficiency and employee performance through expert leadership and problem-solving aptitude. Skilled in vendor management and team building, I've significantly increased profit margins and fostered a positive work environment, leading to higher employee retention and satisfaction.


Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.


Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.


Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.

Overview

10
10
years of professional experience

Work History

Operations Support Analyst

Verizon
01.2019 - Current
  • Performed administrative duties and prepared operational procedures to assist operations support manager.
  • Streamlined operations by identifying inefficiencies and implementing process improvements.
  • Participated in operations team meetings to coordinate and assign project management tasks.
  • Created and maintained well-organized electronic and hard copy files to support business processes.
  • Collaborated with operations team to provide excellent customer service and foster positive work environment.
  • Coordinated with vendors, customers and internal departments to understand, monitor and communicate changes to workflows.
  • Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
  • Developed relationships with external vendors, negotiating favorable terms on contracts while maintaining high-quality standards for goods or services received.
  • Participated in the creation of detailed reports outlining performance metrics related to operations support activities.
  • Coordinated communication between departments, fostering collaboration and promoting a positive work environment.
  • Improved customer satisfaction rates by addressing inquiries promptly and resolving issues efficiently.

Call Center Supervisor

Fanueil
03.2018 - 01.2019
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Created team rotations to man center effectively during peak hours.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Promoted atmosphere of accountability by setting clear metrics for performance and regularly reviewing progress with team members.
  • Increased customer retention rates, reaching out proactively to address potential issues and offer tailored solutions.

Operations Manager

Sodexo USA
01.2016 - 03.2018
  • 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.
  • Developed and maintained relationships with external vendors and suppliers.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Increased profit by streamlining operations.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.

Assistant General Manager

Extended Stay America
12.2014 - 01.2016
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Resolved problems promptly to elevate customer approval.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

Education

Associate of Applied Science - Business Administration

National Business College
Danville
07-2012

Skills

  • Scheduling
  • Operations tracking
  • Analysis and research
  • SharePoint
  • Customer Service
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Operational Efficiency
  • Organizational Management
  • Team building
  • Leadership Development
  • Conflict Resolution
  • Employee Training
  • Professionalism
  • Operations Management
  • Time management abilities
  • Adaptability
  • Quality Assurance
  • Problem-solving aptitude
  • Performance Management
  • Performance Metrics
  • Vendor Management
  • Personnel interviewing
  • Train staff
  • Conduct observations
  • Improve procedures

Languages

English
Native or Bilingual

Timeline

Operations Support Analyst

Verizon
01.2019 - Current

Call Center Supervisor

Fanueil
03.2018 - 01.2019

Operations Manager

Sodexo USA
01.2016 - 03.2018

Assistant General Manager

Extended Stay America
12.2014 - 01.2016

Associate of Applied Science - Business Administration

National Business College

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Desma Draper