Divine Williams Eyongakpa
Sr Operations manager
Atlanta,Georgia
Summary
Dedicated leader and current MBA student seeking transition into a growth-oriented, employee-centric company in a senior management role. Top-performing KPI manager, marketing and sales Manager with +6 years of experience in operations and product/ service development, team lead motivating associates to surpass expected metrics, and identifying business growth opportunities in an agile environment.
Results-oriented business leader with more than 6 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
14
14
years of professional experience
Work History
Branch Manager II
The Hertz Corporation
Lithia Springs, Georgia
- Run daily Branch activities
- Train new hires.
- Implement standard procedures to increasing productivity
- Build loyal clientele through high-level of customer satisfaction
- Increase sales through idea and event development
- Customer Service
- Management, Fleet management
- Implemented service improvements to enhance sales cycle.
- Complied with regulatory guidelines and requirements.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Assessed employee performance and developed improvement plans.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Resolved various issues impacting sales management and business operations.
- Launched new training program to boost employee skills and staff retention rate.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Maintained friendly and professional customer interactions.
- Developed and delivered polished sales presentations in order to highlight product and service quality.
Project Coordinator/Administrator • Vantaa
Hakunila Kansainvälinen Yhdistys
Vantaa
- Planned and implemented multicultural programs to increase cross-cultural communication and understanding between 30-40 participants
- Coordinated marketing, execution, and follow up necessary for program success
- Pioneered development and implementation of procedures for project evaluation
- Customer Service
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Arranged travel and accommodation for team members and project partners.
- Assisted with on boarding newly hired staff members and coached on task prioritization.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
- Kept corporate and client information confidential, adhering to data safety measures.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Responded to requests for information on materials to inquiring parties.
- Coordinated venue and catering arrangements, speaker and attendee liaison and material distribution for meetings and events.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
Social Worker Intern
A.G. Rhodes Health & Rehab
Marietta, Georgia
- Collaborated with the treatment team to conduct psycho-social evaluations, client careplans, discharge plans, and family conferences
- Provided support for client´s daily activity
- Resolve issues quickly and efficiently
Project Management Coordinator
AFAES RY
- Helsinki
- Organized workshops and exhibitions that provided a platform for cross cultural exchange for groups of people100- 250
- Communicated with various artisans and vendors to coordinate set up
- Empowering immigrants
- Proactively and effectively communicated with internal stakeholders on project scope and scheduled status of implementation
- Monitored program compliance by following up on assignments to drive execution
- Break down complex tasks into small user stories for optimal delivery.
Customer Service & property management
Sol pavelut OY
Helsinki, Helsinki
- Resolved concerns with products or services to help with retention and drive sales.
- Processed orders, credits and tracked returns.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Achieved and maintained departmental performance standards.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Attended training programs to improve professional knowledge and interpretation skills.
District Manager
The Hertz Corporation
Lithia Springs, Georgia
06.2017 - Current
- Evaluate sales personnel on a monthly basis and discuss target goals
- Build loyal clientele through high-level of customer satisfaction interview, and hire new team personnel
- Team building work with product teams on news products and services
- Attend daily stand up to get project updates
- Participated in all Agile scrum activities, project planning, design discussions and release planning activities
- Develop and implement location strategies to maximize profitability and revenue management opportunities including revenue per unit, etc supervision and Coaching all staff and empower staff to engage in problem resolution and customer relations
- Conduct Monthly Business Reviews with Branch staff to ensure KPI knowledge
- Maintain an environment of positive employee relations
- Ensure that all corporate policies and procedures are administered and followed appropriately by all personnel
- Marketing and Sales
- Developed processes to save on costs and prevent losses.
- Suggested corrective services to handle customer complaints.
- Introduced new methods, practices and systems to reduce turnaround time.
- Helped plan marketing strategies.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised daily operations of multi-million dollar operation.
- Interacted well with customers to build connections and nurture relationships.
- Built loyal account base and long-term business relationships with accounts.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Manager Trainee
The Hertz Corporation
Lithia Springs, Georgia
02.2010 - 05.2015
- Prepared annual budgets with controls to prevent overages.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Assisted established management staff with operational oversight, business development and process improvement strategies.
- Pursued every opportunity to learn about [Type] business at all levels and improve team member support.
- Resolved escalated concerns using professionalism and understanding of facets of issue.
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Explained services and products to customers in friendly and engaging way.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Gained knowledge of company policies, protocols and processes.
- Sat in on disciplinary hearings to learn about conflict resolution in workplace.
Management Associate
The Hertz Corporation
Lithia Springs, Georgia
05.2011 - 03.2015
- Oversaw training and onboarding process for all newly hired employees.
- Conducted research to assist with routine tasks and special projects.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Facilitated communication between internal and external project stakeholders to keep all parties well-informed.
- Offered technical support and troubleshot issues to enhance office productivity.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Evaluated current processes to develop improvement plans.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Created and updated records and files to maintain document compliance.
Education
MBA - Business Administration And Management
University of Phoenix
Tempe, AZ12.2022
Bachelor of Science - Social Work
Diaconia University of Applied Sciences
Helsinki09.2015
Bachelor of Arts - Sociology
University of Yaounde 1
Yaoundé, Centre02.2010
Skills
- Business Relationship Management
- Prioritizing and Planning
- Time Management
- Data Analysis
- Strategy Development
- Critical Thinking
- Project Management
- Sales and marketing
- Operations management
- Team Leadership
- Recruitment and Hiring
- Program Optimization
Languages
English
Native or Bilingual
French
Professional Working
Finnish
Limited Working
Timeline
District Manager
The Hertz Corporation
06.2017 - Current
Management Associate
The Hertz Corporation
05.2011 - 03.2015
Manager Trainee
The Hertz Corporation
02.2010 - 05.2015
Branch Manager II
The Hertz Corporation
Project Coordinator/Administrator • Vantaa
Hakunila Kansainvälinen Yhdistys
Social Worker Intern
A.G. Rhodes Health & Rehab
Project Management Coordinator
AFAES RY
Customer Service & property management
Sol pavelut OY
MBA - Business Administration And Management
University of Phoenix
Bachelor of Science - Social Work
Diaconia University of Applied Sciences
Bachelor of Arts - Sociology
University of Yaounde 1
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