Edward Vaillancourt
Post Falls,USA
Summary
Operations Supervisor at Agiliti with extensive experience in enhancing efficiency and employee engagement. Proven ability to analyze data and deliver exceptional customer service, consistently surpassing performance targets. Proficient in SAP ERP and process improvement, driving operational success and client satisfaction. Recognized for leadership in managing daily operations and developing high-performing teams to achieve organizational objectives.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Agiliti
Spokane, WA
04.2014 - Current
- Supervise district office operations, focusing on customer service and equipment processing to meet financial and operational goals.
- Drive efficiency by making informed decisions, delegating authority, and establishing plans for resource utilization.
- Foster employee engagement through trust-building, open communication, and providing guidance to enhance job ownership.
- Lead the creation of a customer service culture, prioritizing customer satisfaction in all processes and activities.
- Set performance expectations, track progress, and hold teams accountable for results while promoting continuous improvement initiatives.
CSR/Rental Agent
HERTZ/THRIFTY
Spokane, WA
09.2012 - 04.2014
- Provide excellent customer service, sales to rental customers.
- Marketing corporate and dealer accounts to ensure growth of location.
- Work with insurance companies, body shops, repair facilities and dealer for replacement rentals.
- Ensure top incremental sales of LDW, PAI, and SLI supplemental insurance on customer contracts to minimize loses.
- Complete accurate accounting reports, contract reports for prompt payment.
Maintenance Technician-Police Department
City of Post Falls Public Works Department
Post Falls, ID
03.2005 - 01.2012
- Worked in secured areas with Master Key access.
- Maintained security clearance to access secured areas of the building.
- Handled secured records for disposal.
Workforce Coordinator
Ambassador Programs, Inc
Spokane, WA
03.2003 - 03.2005
- Responsible for providing operational sales support to clients.
- Monitor real-time Service level, calls per hour, call handle times and after call work activities. Overall line group call volume and statistics, looking for spikes, trends and evaluating staffing levels in relationship to volume and service levels.
- Apply assignments to staff using CISCO software.
- Communicate issues affecting call volume in relation to staff.
- Monitor employee's production to maximize efficiency.
Operations Support Specialist
West Corporation
Spokane, WA
08.1999 - 03.2003
- Team leader: Responsible for team assigned; Inbound and outbound call statistics; coaching, sales goals, sales reporting; worked to achieve high standards of development for team to ensure high standards are met for clients assigned.
- Coordinate with Account Services and Branch management staff to ensure client goals are maintained daily.
- Monitor real-time service levels, calls per hour; call handle times and after call work activities. Overall line group call volume and statistics, looking for spikes, trends and evaluating staffing levels in relationship to volume and service levels.
- Apply assignments to specific projects, lines of traffic and priorit levels using proprietary software.
- Prepare and distribute daily production reports to all appropriate parties and review all reporting information compiled for accuracy prior to distribution.
- Perform a wide variety of general clerical functions and preparing reports in a timely and accurate manner, ensuring adherence to company policies and procedures while adhering to deadlines.
Education
Project Management -
Franklin Covey
Remote09.2025
Business Management - College Course's
North Idaho College
Coeur d'Alene, ID08.1989
High school diploma or GED -
Post Falls High School
Post Falls, ID06.1988
Skills
- Sales support and management
- Warehouse and inventory control
- Team relations and employee engagement
- Data analysis and financial reporting
- Budgeting and forecasting
- SAP ERP expertise
- Documentation and reporting
- Leadership and mentoring
- Process improvement strategies
- Customer service excellence
- Vendor management
- Facilities and operational management
- Logistics coordination
- Microsoft Excel proficiency
- Risk management strategies
Certification
- Driver's License, Present
- Certified Project Manager, Present, Project management certification from FranklinCovey.
- Alison Certificate in Fundamentals of Biomedical Engineering, Present, Fundamentals of Biomedical Engineering certification from Alison.
- Alison Advanced Diploma in Bioengineering: An Interface Between Biology and Medicine, Present, Advanced Diploma in Bioengineering from Alison.
Languages
English
Timeline
Operations Supervisor
Agiliti
04.2014 - Current
CSR/Rental Agent
HERTZ/THRIFTY
09.2012 - 04.2014
Maintenance Technician-Police Department
City of Post Falls Public Works Department
03.2005 - 01.2012
Workforce Coordinator
Ambassador Programs, Inc
03.2003 - 03.2005
Operations Support Specialist
West Corporation
08.1999 - 03.2003
Project Management -
Franklin Covey
Business Management - College Course's
North Idaho College
High school diploma or GED -
Post Falls High School