Eric Smalls
Petersburg,VA
Summary
Dynamic operations professional with 26 years of experience seeking an Operations Manager role to leverage extensive expertise in team management and operational optimization. Proven track record of achieving financial objectives through strategic planning, staff development, and effective budget management. Demonstrated success in various roles, including Operations Store Manager, Call Center Operations Supervisor, and Community Engagement Manager. Committed to driving continuous improvement and enhancing customer satisfaction and experience.
Overview
27
27
years of professional experience
Work History
Regional Operations Manager
Virginia Alcohol Beverage Control Authority
01.2024 - Current
- Communicate with customers to provide information on products, enhance customer satisfaction and experience.
- Coordinate with team members to ensure efficient store operations and effective teamwork.
- Manage staffing by recruiting, training, and developing employees to improve performance and retention.
- Achieve financial objectives by managing budgets, reducing shrinkage, and analyzing sales data for informed decision-making.
- Spearheaded all sales activities and increased annual sales revenue by 60%
Residential Counselor
A Different World Home Services
02.2020 - Current
- Provide direct support and ensure the health and safety of residents with intellectual disabilities.
- Collaborate with case managers and psychologists to develop and recommend Individual Support Plans (ISPs).
- Document behaviors and detailed case notes to maintain alignment with development plans and support resident care.
- Facilitate integration into the community through various activities and assist residents in developing basic life skills.
- Community engagement management
Call Center Operations Supervisor
Maximus Federal
10.2015 - 01.2024
- Ensured compliance with privacy regulations for Medicare and Marketplace health coverage.
- Enhanced team effectiveness through performance evaluations and data-driven coaching sessions.
- Maintained high customer satisfaction by resolving complex beneficiary escalations efficiently.
- Streamlined onboarding by training new hires and providing on-the-job support.
- Achieved 100% satisfaction in meeting SLAs and ISO 9001 compliance.
- Supervised teams in Medicare and claims, reducing handling times with first-call resolutions.
Residential Counselor
Trucare Homes
02.2019 - 11.2021
- Provided compassionate support and guidance to residents in a group home setting, facilitating personal development and daily living skills to enhance their independence and quality of life.
Mental Health Tech
Poplar Springs Hospital
06.2016 - 11.2017
- Provided compassionate care and support to patients with mental health disorders, assisting in daily activities, monitoring patient behavior, and collaborating with multidisciplinary teams to implement individualized treatment plans.
Jail Officer
Western Tidewater Regional
06.2013 - 02.2015
- Maintained security and safety within the facility by monitoring inmate activities, conducting routine inspections, and enforcing rules and regulations to ensure compliance and order.
Sergeant
Southside Regional Jail
07.2012 - 06.2013
- Supervised and coordinated daily operations as well as duties of correctional officers, ensuring compliance with established policies and procedures to maintain a safe and secure environment within Southside Regional Jail.
Jail Officer
Riverside Regional
03.2010 - 07.2012
- Oversaw the safety and security of inmates and staff by conducting regular inspections, monitoring inmate behavior, and enforcing facility policies and procedures at Riverside Regional.
Lieutenant
Sussex I State Prison (VDOC)
10.1998 - 03.2010
- Oversaw daily operations and security protocols at Sussex I State Prison, ensuring compliance with Virginia Department of Corrections regulations as a Captain while managing and mentoring correctional staff to maintain a safe and orderly environment.
Education
High School Diploma -
Edward R. Murrow HS
Brooklyn, New Yorkundefined
Saint Leo University
Military - undefined
US Army
06.2005
Skills
- Operational oversight
- Service excellence
- Performance measurement
- Data-driven trend analysis
- ISO 9001 audit proficiency
- Skilled in Microsoft Office tools
- Conflict resolution techniques
- Problem-solving aptitude
- Fostering collaborative partnerships
- Ethical decision-making
- Effective session planning
- Incident documentation
- HIPAA regulations adherence
- Cost management
- Workforce development
- Client satisfaction focus
- Qualified training specialist
- POS system management
- Work Planning and Prioritization
- Loss prevention strategies
- Client relationship development
- Retail inventory management
- Regulatory compliance management
Timeline
Regional Operations Manager
Virginia Alcohol Beverage Control Authority
01.2024 - Current
Residential Counselor
A Different World Home Services
02.2020 - Current
Residential Counselor
Trucare Homes
02.2019 - 11.2021
Mental Health Tech
Poplar Springs Hospital
06.2016 - 11.2017
Call Center Operations Supervisor
Maximus Federal
10.2015 - 01.2024
Jail Officer
Western Tidewater Regional
06.2013 - 02.2015
Sergeant
Southside Regional Jail
07.2012 - 06.2013
Jail Officer
Riverside Regional
03.2010 - 07.2012
Lieutenant
Sussex I State Prison (VDOC)
10.1998 - 03.2010
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Saint Leo University
Military - undefined
US Army
High School Diploma -
Edward R. Murrow HS