GLENDA HENSON
Sapulpa
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
2026
2026
years of professional experience
Work History
Team Manager
Alorica INC.
Tulsa
01.2022 - 11.2025
- Coordinated daily team operations, scheduling shifts, assigning tasks, tracking attendance, and approving time off requests to ensure smooth workflow.
- Managed daily team operations to ensure efficient workflow and service delivery.
- Motivated team members to consistently achieve or exceed performance expectations.
- Conducted performance reviews to deliver constructive feedback, fostering team member growth and development.
- Monitored key performance indicators to uphold service standards and ensure quality control.
- Facilitated team meetings to discuss goals, challenges, and best practices.
- Trained new employees on company policies and customer service techniques.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
Operations Manager I
Finance of America Reverse LLC
Tulsa
05.2011 - 07.2021
- Managed staffing needs through recruitment, selection, onboarding, training, and disciplinary actions to maintain team effectiveness.
- Coordinated employee schedules, facilitated training sessions, and managed inventory to ensure smooth operations.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Monitored and enhanced efficiency of processes and customer service to elevate overall team performance.
- Produced SOPs to document procedures and standardize practices for improved workplace productivity.
- Developed training materials for onboarding new employees in operations.
- Facilitated meetings to discuss project updates and departmental goals.
Part Time/Administrative Assistant
Central Tech
Sapulpa
01.2009 - 02.2011
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Managed confidential documents according to established protocols for security. in an organized fashion according to established protocol.
- Greeted visitors professionally, responding to inquiries and directing them to appropriate personnel to enhance visitor experience.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Managed email communications using Microsoft Outlook, ensuring timely responses and clear correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Employed spreadsheet software for data organization and analysis.
- Operated Microsoft Office Suite, including Word, Excel, PowerPoint, and Access.
- Composed letters, memos, reports, emails, and presentations for management staff.
- Utilized desktop publishing software for creating professional documents and materials.
- Assisted in planning special events, coordinating logistics and resources for successful execution.
- Handled digital cameras and document scanners for high-quality image capture and digitization.
- Executed document shredding procedures to ensure secure disposal of sensitive information.
- Maintained personal computers and photocopying equipment for optimal performance.
- Utilized multi-line telephone systems for effective communication management.
Manager
Shawbaha Smokeshop
Sapulpa
2003 - 2009
- Managed daily operations and ensured efficient workflow in retail environment.
- Coached, mentored, and trained team members to enhance job performance and team effectiveness.
- Trained staff on product knowledge and customer service techniques.
- Resolved customer complaints to ensure high levels of satisfaction and repeat business.
- Coordinated team schedules to optimize coverage during peak hours.
- Oversaw inventory management and maintained optimal stock levels.
- Managed inventory levels to align with demand, minimizing waste and optimizing stock availability.
- Monitored staff performance and addressed issues.
- Monitored sales trends to inform purchasing decisions and stock adjustments.
- Developed promotional displays to enhance product visibility and sales.
- Recruited and hired qualified candidates to fill open positions.
- Developed strong relationships with vendors to ensure timely delivery of products. by negotiating contracts and ensuring timely delivery of goods and services.
- Created monthly reports for senior management summarizing operational performance metrics.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
Vocational Certificate or Credential -
Central Tech
Sapulpa, Oklahoma02.2011
High School Diploma -
Daniel Webster High School
Tulsa, OK05.1991
Skills
- Team management
- Employee scheduling
- Performance evaluation
- Budget and finance management
- Personnel resource management
- Time management
- Conflict resolution and negotiation
- Work scheduling
- Training and development
- Decision-making and problem-solving
- Computer interaction
- Equipment inspection
- Process control
- Communication with supervisors and peers
- Coaching and mentoring
- Desktop publishing tools
- Microsoft Excel proficiency
- Microsoft Outlook proficiency
- Microsoft PowerPoint skills
- Microsoft Word capabilities
- Spreadsheet applications
- Digital imaging devices
- Document scanning equipment
- Document shredding tools
- Typewriter operation
- Personal computer usage
- Photocopying technology
- Multi-line telephone operation
- Email applications
- Handheld calculator use
- Microsoft Access knowledge
- Microsoft Office suite proficiency
Awards Acknowledgements Skills
- Management of Financial Resources
- Management of Personnel Resources
- Time Management
References
References available upon request.
Timeline
Team Manager
Alorica INC.
01.2022 - 11.2025
Operations Manager I
Finance of America Reverse LLC
05.2011 - 07.2021
Part Time/Administrative Assistant
Central Tech
01.2009 - 02.2011
Manager
Shawbaha Smokeshop
2003 - 2009
Vocational Certificate or Credential -
Central Tech
High School Diploma -
Daniel Webster High School