Ekaterina Ross
Chapel Hill
Summary
Results-driven operations and customer service professional with extensive experience in leading retail teams, managing small business operations, and supervising technical service desk environments. Demonstrated expertise in optimizing workflows, coaching high-performing teams, and effectively resolving complex customer and technical issues. Recognized for exceptional communication skills and a strong commitment to operational efficiency, consistently delivering outstanding customer satisfaction in fast-paced settings. Passionate about fostering collaborative team dynamics and enhancing service delivery to achieve organizational goals.
Overview
6
6
years of professional experience
Work History
Operations Manager
Black Diamond Computer Services
03.2024 - Current
- Oversaw daily operations to optimize efficiency and streamline processes.
- Conducted regular performance evaluations to identify areas for process improvement.
- Collaborated with cross-functional teams to align operational goals with overall business objectives.
- Implemented cost-saving measures that increased operational efficiency without compromising quality.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Assistant Manager
Domino’s
09.2023 - 02.2024
- Supervised 24 employees, ensuring compliance with company standards and boosting team efficiency.
- Managed daily operations, enhancing customer satisfaction and operational efficiency.
- Implemented inventory control, reducing waste and ensuring product consistency.
- Trained new employees, fostering a cohesive and collaborative team environment.
- Increased sales by 28% through strategic planning and effective leadership.
- Optimized staffing schedules, reducing labor costs by 12% while maintaining high service levels.
- Conducted performance reviews, identifying key areas for improvement and boosting team efficiency by 15%.
- Facilitated cross-departmental meetings to streamline communication, enhancing operational synergy.
- Monitored compliance with health and safety regulations, achieving a 100% pass rate on inspections.
- Established partnerships with local businesses to create joint promotions, boosting customer traffic by 10%.
Technical Specialist
Apple
06.2021 - 09.2023
- Provide expert technical support for Apple products, ensuring high customer satisfaction.
- Conduct training sessions to improve user proficiency with Apple devices and software.
- Diagnose and resolve hardware and software issues, enhancing team efficiency.
- Collaborate with teams to test new products and updates, offering valuable feedback.
- Stay updated on Apple technologies, serving as a resource for customers and colleagues.
- Facilitated team brainstorms to develop innovative troubleshooting techniques, enhancing overall team problem-solving efficiency.
- Streamlined technical support procedures, reducing customer wait times by 20% and boosting satisfaction ratings.
- Analyzed customer feedback to identify common issues, leading to targeted training and a 15% decrease in repeat problems.
- Mentored new hires, providing comprehensive training that accelerated their integration and productivity within the team.
- Streamlined diagnostic processes, reducing hardware issue resolution times by 30%, significantly improving team productivity.
- Mentored team members in advanced troubleshooting techniques, fostering a collaborative environment and enhancing team efficiency.
- Analyzed system performance data, identifying key areas for improvement and reducing technical support escalations by 18%.
Service Desk Supervisor
Home Depot
09.2019 - 02.2021
- Managed daily service desk operations, ensuring efficient workflow and exceptional customer service.
- Trained and coached staff on policies, procedures, and product knowledge, building a high-performing team.
- Resolved escalated customer issues, demonstrating strong problem-solving skills and conflict resolution abilities.
- Encouraged teamwork and communication, fostering a positive, customer-centric work environment.
- Implemented new service desk protocols that reduced customer wait times by 20%, enhancing overall service efficiency.
- Coordinated with other departments to streamline operations, resulting in a 15% increase in cross-departmental efficiency.
- Mentored new hires, providing guidance and support to integrate them into the team, enhancing overall team cohesion.
- Streamlined service desk operations, achieving a 20% reduction in customer wait times and boosting service efficiency.
- Trained and coached staff on product knowledge, building a high-performing team and ensuring exceptional customer service.
- Resolved escalated customer issues swiftly, demonstrating strong problem-solving skills and conflict resolution abilities.
Education
BBA - Human Resources Management
South University
Atlanta, GA05-2029
Early Childhood Education Certification - Early Childhood Education And Care
Pikes Peak Community College
Colorado Springs, CO05.2016
High School Diploma -
Palmer Ridge High School
Monument, CO05.2016
Skills
- Operations management
- Customer service
- Problem-solving
- Team leadership
- Decision-making
- Employee relations and conflict resolution
- Staff training
- Inventory management
- Operations oversight
- Client relationships
- Customer relationship management (CRM)
CUSTOM SECTION
- References available upon request
- Passion for delivering exceptional customer experiences and resolving issues efficiently
- Interest in process improvement and workflow organization
- Background in independent academic research and structured problem solving
- Enjoys fostering a positive team environment and building strong working relationships with coworkers
Timeline
Operations Manager
Black Diamond Computer Services
03.2024 - Current
Assistant Manager
Domino’s
09.2023 - 02.2024
Technical Specialist
Apple
06.2021 - 09.2023
Service Desk Supervisor
Home Depot
09.2019 - 02.2021
BBA - Human Resources Management
South University
Early Childhood Education Certification - Early Childhood Education And Care
Pikes Peak Community College
High School Diploma -
Palmer Ridge High School