Gia Washington
Rosedale,MD
Summary
Seasoned Operations Manager and talented leader with over 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Payment Operations Manager, Quality Assurance
Robinhood Markets
12.2021 - Current
- Developed and executed the strategy for business compliance and customer experience quality assurance.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective closed loop communication among shared services and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to cross functional partners and c-suite.
- Identified, reported and mitigated issues and risks discovered.
- Developed and maintained relationships with external vendor teams.
- Set, enforced, and optimized internal policies to maintain compliance with regulatory requirements.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced operational risks while organizing data to forecast performance trends.
Quality and Customer Experience Manager
PayPal
09.2018 - 12.2021
- Developed and executed the overall quality strategy for PayPal globally and all acquired entities and vendors.
- Led a team of quality analysts that promoted quality within the organization.
- Created and implemented the quality training documents for all teams.
- Partnered with business leaders to define customer expectations and develop Effortless Experience expectations.
- Tracked overall quality performance trends and regularly communicated performance to the business.
- Developed training documents to support business needs based on overall performance.
- Led process and product improvement initiatives based on quality trends.
- Recruited, interviewed and hired employees to maintain top talent.
- Partnered with leaning and development to craft and deliver a leadership development program for the operations team.
Quality Customer Experience Consultant/Project Manager
PayPal
02.2014 - 09.2018
- Led a large scale project to transform the performance of the customer service organization.
- Conducted trend based analysis and root cause analysis to craft action plans for the business.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Planned, designed, and scheduled phases for large projects.
- Provided detailed project status updates to stakeholders and executive management.
- Launched the chat channel for customer interactions.
- Identified plans and resources required to meet project goals and objectives.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Developed and implemented strategic project plans to meet business objectives.
- Monitored project progress, identified risks and took corrective action as needed.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Customer Experience Senior Manager
PayPal
04.2013 - 02.2014
- Managed a call center team of agents and supervisors, providing strategic oversight for end-to-end customer service operations.
- Partnered with other operations leaders to set and drive all departmental goals ensuring daily execution.
- Provided the leadership, coaching and training necessary to build a top performing team that met or exceeded all internal KPIs.
- Coached and promoted high-achieving employees to fill leadership positions with qualified staff and boost company growth.
Education
Bachelor of Science - Political Science And Sociology
Towson University
Baltimore, MD05.1999
Skills
- Performance Monitoring
- Strategy Development and Execution
- Process Improvement
- Organizational Management
- Performance Reporting
- Program Administration
- Customer Retention
- Employee Motivation
- Policies and Procedures Implementation
- Process Improvement Strategies and Execution
- Maintaining Compliance
- Issue and Risk Management
- Cross-Functional Collaboration
Certification
People Manager Essentials
Situational Leadership
Essential Conversations: Managing within the Law
Behavior Based Coaching
Effortless Experiences
Timeline
Payment Operations Manager, Quality Assurance
Robinhood Markets
12.2021 - Current
Quality and Customer Experience Manager
PayPal
09.2018 - 12.2021
Quality Customer Experience Consultant/Project Manager
PayPal
02.2014 - 09.2018
Customer Experience Senior Manager
PayPal
04.2013 - 02.2014
Bachelor of Science - Political Science And Sociology
Towson University
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