Domincia A. Allen
Burton
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
24
24
years of professional experience
Work History
Operations Manager, BCBS
Morley Companies
01.2020 - Current
- Manage and direct all aspects of incoming call center operations
- Assist in the execution of all product program launches
- Implementing, reviewing and improving all call center policies, procedures to adhere to Morley Gold Standards
- Write and conduct performance evaluations of Operations Supervisor
- Streamlined operational processes by identifying bottlenecks and implementing targeted solutions.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Operations Manager, Roadside Services
Morley Companies
04.2019 - 01.2020
- Manage and direct all aspects of incoming call center operations
- Motivate call center agents and Team Leaders to achieve high performance
- Assist in the execution of all product program launches
- Communicate consistently with all clients, internal and external, to make sure all expectations are met
- Implementing, reviewing and improving all call center policies, procedures to adhere to Morley Gold Standards
- Write and conduct performance evaluations of Operations Supervisor
Operations Supervisor, Roadside Services
Morley Companies
03.2013 - 04.2019
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Team Leader
Morley Companies
11.2009 - 03.2013
- Monitors team compliance to quality standards
- Assess individual training needs and ensure that those needs are met
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
GM Service Parts Operations
Morley Companies
06.2009 - 06.2012
Special Projects Liaison
Morley Companies
06.2009 - 11.2009
- Investigated and resolved any escalated issues brought forth by GM management
- Facilitated bi-weekly brain-storming meetings to handle “HOT” parts, issues and situations
- Compiled reports on outcome of meetings
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
GM Service Parts Operations
Minacs
07.2004 - 06.2009
- Assisted parts departments in placing and tracking orders for customer and stock orders
- Used problem-solving skills in handling escalated calls/cases received from parts departments
- Reported directly to GM management and handled their escalated cases and part concerns
- Investigated and resolved any escalated issues brought forth by GM management
- Facilitated bi-weekly brain-storming meetings to handle “HOT” parts, issues and situations
- Compiled reports on outcome of meetings
Store Manager
Sibley’s Shoes
09.2000 - 12.2003
Education
Medical Office Management -
Davenport College
01.2000
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Operations monitoring
- Employee relations and conflict resolution
- Staff management
- Staff training
- Planning and implementation
- Operational efficiency
- Management
- Performance monitoring
Accomplishments
Completed Morley SLP training program
References
Available upon request
Timeline
Operations Manager, BCBS
Morley Companies
01.2020 - Current
Operations Manager, Roadside Services
Morley Companies
04.2019 - 01.2020
Operations Supervisor, Roadside Services
Morley Companies
03.2013 - 04.2019
Team Leader
Morley Companies
11.2009 - 03.2013
GM Service Parts Operations
Morley Companies
06.2009 - 06.2012
Special Projects Liaison
Morley Companies
06.2009 - 11.2009
GM Service Parts Operations
Minacs
07.2004 - 06.2009
Store Manager
Sibley’s Shoes
09.2000 - 12.2003
Medical Office Management -
Davenport College
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