Deven O’Connell
Hawthorne,New Jersey
Summary
Self starter seeking a full time position with an opportunity to utilize the excellent interpersonal skills and experience gained. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
25
25
years of professional experience
Work History
Development Operations Supervisor
InComm Conferencing
11.2022 - Current
- Led development teams in building system, data and application-level interfaces and functional relationships.
- Collaborated with product specialists to understand requirements and align business processes to product features and capabilities.
- Created process and delivery improvements to reduce build cycle time.
- Developed and evaluated solution options to build consensus and drive quality solutions.
- Determined and implemented innovative and industry best practices using modern designs and tools.
- Increased profit by streamlining operations.
- Developed and maintained relationships with external vendors and suppliers.
- Directed initiatives to improve work environment, company culture or overall business strategy.
AM Operations Supervisor
InComm Conferencing
11.2018 - 11.2022
- Created Daily schedule assigning calls to operators
- Coming up with effective strategies to enhance customer experience as well as ensuring that standard procedures are being followed
- Motivating and supervising employees
- Overseeing training of new employees by positively reinforcing successful performance and giving respectful and encouraging coaching as needed
- Provided feedback to General Manager on performance during shift
- Evaluating performance of 15 employees, delivering positive and/or negative feedback, and addressing any shortcomings
- Designing and implementing departmental policies, procedures, goals, and objectives
- Maintain exceptional customer service/relationship building and account maintenance
- Maintains communication equipment by reporting problems as well as being able to troubleshoot certain daily technical issues
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Accomplishes sales and organization mission by completing related results as needed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Project Manager
InComm Conferencing
04.2010 - 11.2018
- Scheduled conference calls directly with investor relations firms
- Manage Medical Education Programs
- Maintain exceptional customer service/relationship building and account maintenance
- Customer follow up and appointment scheduling
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Establishes policies by entering client information
- Informs clients by explaining procedures; answering questions; providing information
- Maintains communication equipment by reporting problems
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Updates job knowledge by studying new product descriptions; participating in educational opportunities
- Accomplishes sales and organization mission by completing related results as needed.
Conference Specialist
InComm Conferencing
03.2009 - 04.2010
- Answers and routes incoming calls on a complex digital telephone system
- Performs database retrieval for directory information
- Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc
- Assists callers in identifying needs and then routing calls appropriately
- Reports PBX console/computer problems to supervisor
- Answers questions and provides some training for new operators.
Legal Office Assistant
Finnerty Canda & Disgula, PC
07.2008 - 07.2009
- Keeps cases organized by establishing and organizing files; monitoring calendars; meeting deadlines; documenting actions; inputting information into file database and case management software; confirming case status with attorney
- Helps develop cases by maintaining contact with people involved in the case; scheduling depositions; preparing and forwarding summonses and subpoenas; drafting complaints; preparing and filing discovery requests; preparing responses to opposing counsel; generating status reports
- Keeps clients informed by maintaining contact; communicating case progress
- Supports case preparation by preparing case summaries and materials for mediation conferences; preparing pleadings; monitoring and obtaining discovery responses; organizing materials for team case review
- Enhances trial proceedings by organizing evidence and preparing exhibits
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Assistant Manager
Arthur Avenue Cafe
05.2006 - 07.2008
- Assists Manager is supervising, scheduling and training of employees
- Maintain the weekly specials as well as menu input
- Prepare daily bank deposit
- Interact with customers and corporate clients on daily basis
- Manage daily and weekly catering orders.
Shift Supervisor
Starbucks Coffee
09.2002 - 03.2006
- Anticipated customer and store needs by constantly evaluating environment and customers for cues
- Manage so that the team can respond as necessary to create the Third Place environment during each shift
- Assist with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed
- Provided feedback to store manager on partner performance during shift
- Contribute to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager
- Create a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational excellence and to improve partner performance
- Develop positive relationships with shift team by understanding and addressing individual motivation, need and concerns
- Execute store operations during scheduled shifts
- Organize opening and closing duties as assigned
- Follow Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift
- Maintain regular and consistent attendance and punctuality.
Assistant Teacher
YWCA Rodie Child Care Center
09.1999 - 04.2005
- Worked with children from 6 weeks to 6 years of age
- Assisted in creating weekly curriculum in accordance with NJ Department of Education guideline
- Promote children’s emotional and communal development, encouraging understanding of others and self-actualization
- Keep records of every child, including day by day observations and information regarding activities, meals served, and medicine administered.
Education
Some College (No Degree) - Marketing
Bergen Community College
Paramus, NJGraduated -
Ridgewood High School
Ridgewood, NJ06.1998
Skills
- Proficient or familiar with MS Office Products (Word, Excel and Outlook)
- Ability to direct work of others
- Knowledge of retail environment
- Strong interpersonal skills
- Verbal Communication
- Customer Focus
- Attention to Detail
- Self starter
- Professionalism
- Multi-tasking
- Performance Optimization
- Database Administration
- System Administration
- Disaster Recovery Planning
- Capacity Planning
- Incident Management
- Team Mentoring
- Data Analysis
References
Available Upon Request
Timeline
Development Operations Supervisor
InComm Conferencing
11.2022 - Current
AM Operations Supervisor
InComm Conferencing
11.2018 - 11.2022
Project Manager
InComm Conferencing
04.2010 - 11.2018
Conference Specialist
InComm Conferencing
03.2009 - 04.2010
Legal Office Assistant
Finnerty Canda & Disgula, PC
07.2008 - 07.2009
Assistant Manager
Arthur Avenue Cafe
05.2006 - 07.2008
Shift Supervisor
Starbucks Coffee
09.2002 - 03.2006
Assistant Teacher
YWCA Rodie Child Care Center
09.1999 - 04.2005
Some College (No Degree) - Marketing
Bergen Community College
Graduated -
Ridgewood High School
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