Domonique Garvin
Martinsville,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Highly skilled Operations Manager with extensive experience in coordination, planning, and support of daily operational and administrative functions. Computer experience, including advanced proficiency in MS Office Suite (Word, Excel, PowerPoint and Access), Adobe Creative Suite, Lotus Notes and QuickBooks.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Alorica
Fredericksburg, VA
01.2021 - Current
- Perform process and customer interaction evaluations to ensure adherence to regulatory, compliance, procedural, and customer experience standards.
- Listened to recorded calls, review chat transcripts, and observe live customer interactions.
- Identify root causes of quality issues discovered through the evaluation process and present recommendations for improvement.
- Work with customer service agents, managers, and other stakeholders to identify and implement solutions.
- Provide feedback on procedural soundness and conduct risk assessments of business initiatives to that new processes and procedures are designed and implemented in a way that minimizes the risk of errors and compliance violations.
- Monitor day-to-day operational activities to ensure alignment with business policies and procedures by tracking metrics such as call wait times, resolution rates, and customer satisfaction scores.
Operations Manager
Owl Vision Installation
Manassas, VA
04.2019 - 01.2022
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
Operations Manager
Sumner Furniture
Sterling, VA
01.2016 - 01.2019
- Manage all aspects of the organization's office administration, HR, Finances, and quarterly sales reports.
- Tracked orders, schedules, and budgets
- Report on earned value status of material and labor budgets for clients
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Communicate with cross-functional teams to drive actions to order material in timely manner
- Analyze bills of material (BOM's) to ensure they are accurate and fall within budget
- Analyze lead times of materials to ensure they fall within schedule
- Work with buyers and clients to resolve procurement issues
- Communicate with vendors to gather information regarding obsolete part and possible replacement, part availability, cost, lead times
- Create forecasts and production demands for current and future fiscal years.
- Performed cost analysis for various projects to determine budget requirements.
Document Processor
K12
Herndon, VA
01.2015 - 01.2016
- Reviewed and processed enrollment applications, student enrollment documentation and student file maintenance; performed organizational clerical tasks; developed a student record filing system to meet the needs of the elementary, secondary and special education teams; general filing and records maintenance; processed and verified information associated with prospective student accounts; input student enrollment documentation, course/grade documentation, and immunization documentation; ensured state compliance guidelines are met for all incoming enrollment documents; established secure access to student records; provided enrollment updates on peak periods; maintained a log of student record activity; entered transcript documentation into the TVS system for all high school students; worked successfully in a highly collaborative team environment.
Facilities Manager
ARC Document Solutions (Louis Berger Group)
Washington D.C.
01.2010 - 01.2015
- Assisted clients during project development regarding the printing production process; introduced various printing systems including cost analysis and timeline impacts for specified projects; managed office supply inventory and equipment; created and maintained job log for assigned projects; developed accountability system for each phase of the production schedule to insure the timely completion and availability of projects; supervised and coordinated activities such as meetings, av equipment, travel, conferences and team activities; processed invoice payments and preparation of purchasing card reconciliation; trained new and existing employees on new application uses, and provided on-site technical support; supervised the equipment maintenance; oversaw day to day facility operations.
Administrative Support
Logistics Systems Inc.
Washington D.C.
01.2008 - 01.2010
- Creates and revises systems and procedures by analyzing operating practices, record keeping systems, forms control, office layout, budgetary and personnel requirements; implementing changes; resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions; maintains work flow by studying methods; implementing cost reductions; and developing reporting procedures.
Education
B.A. Finance -
University of Maryland University College
B.A. Finance -
Southern New Hampshire University
Skills
- Group Presentations
- QA reporting
- Process Implementation
- Data Analysis
- Mentoring and training
- Critical thinking abilities
- Quality processes
- Quality Assurance
Certification
- Certificate of Completion, Fair Housing, Grace Hill
- Certificate of Completion, Dealing with Difficult People
- Certificate of Achievement, VA Business License (Class A/B)
Timeline
Quality Assurance Analyst
Alorica
01.2021 - Current
Operations Manager
Owl Vision Installation
04.2019 - 01.2022
Operations Manager
Sumner Furniture
01.2016 - 01.2019
Document Processor
K12
01.2015 - 01.2016
Facilities Manager
ARC Document Solutions (Louis Berger Group)
01.2010 - 01.2015
Administrative Support
Logistics Systems Inc.
01.2008 - 01.2010
B.A. Finance -
University of Maryland University College
B.A. Finance -
Southern New Hampshire University