Handel James
Georgetown,DE
Summary
Seasoned Operations Manager and talented leader with over seven (7) 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, and talent for spotting areas in need of improvement and implementing changes with a strategic approach. Decisive and resourceful team builder versed in sales, management, and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.
Overview
16
16
years of professional experience
25
25
years of post-secondary education
Work History
Account Manager
WeSolveCX
Georgetown, CO
03.2023 - Current
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Educated clients on new products or services to increase customer engagement with brand.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Developed and implemented strategies to increase client retention.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Operations Manager
ITel BPO
Georgetown, CO
01.2022 - 03.2023
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Measured and reviewed performance via KPIs and metrics.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- Built strong operational teams to meet process and production demands.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Oversaw financial management, budget management, accounting and payroll activities.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Collaborated with board of directors to determine mission and values and plan for short and long-term goals.
- Improved morale and management communication by creating employee recognition and rewards practices.
Operations Manager
Teleperformance
Georgetown
02.2016 - 12.2020
- Oversaw & managed daily operations of four (4) major projects to ensure high levels of productivity for five (5) years
- Worked closely with, site Director to maintain optimum levels of communication to effectively and efficiently complete projects.
- Drove operational improvements which resulted in savings and improved profit margins.
- Managed team of 200 employees, overseeing hiring, training, and professional growth of employees.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Devised processes to boost long-term business success and increase profit levels.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Crafted operations best practices using audits and project management team feedback.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Improved morale and management communication by creating employee recognition and rewards practices.
Sales Manager
Technology Solutions
Georgetown
03.2014 - 01.2016
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
- Initiated new sales and marketing plans for product roll-outs, distribution and media strategy.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Tracked and analyzed key quantitative metrics and business trends relating to clients and partners.
- Developed and implemented new sales strategies to update product lines.
- Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
- Analyzed business and sales targets using critical problem-solving skills.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Delivered sales presentations focused on offerings and unique advantages over competitors.
- Tracked monthly sales to generate reports for business development planning.
- Attended trade shows for in-person engagement and network building.
- Achieved company growth and brand development through market expansion and sales.
- Maintained professional network of potential clients and business opportunities.
Operations Supervisor
United Centre
Georgetown
01.2011 - 01.2014
- Monitored supply chain and managed logistics functions for company.
- Motivated and trained employees to maximize team productivity.
- Streamlined operations by outsourcing services, resulting in savings on labor, supplies and maintenance.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Trained, mentored and motivated employees to maximize team productivity.
- Evaluated and reported on department metrics to upper management.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Created formulas of successful strategies to enhance financial welfare of organization for maximum profit.
- Developed action plans based on analysis findings and implemented solutions.
Business Proprietor
Handel's Barbershop
Georgetown
06.2007 - 07.2009
- Developed and managed relationships with vendors and suppliers.
- Promoted business via social media to generate leads and maximize brand identity.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Monitored financial objectives and prepared budgets according to projections.
- Supervised company social media and marketing efforts to expand brand awareness and attract new customers.
- Researched similar businesses to determine competitive advantages.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
University of California, Irvine
Irvine, CA 12.2020 -
Computer And Information Sciences
Global Technology
Critchlow Labour College
Caribbean Examinations Council (CXC)
St. Mary's High School
Georgetown 09.1998 -
Skills
Work flow planningundefined
Timeline
Account Manager
WeSolveCX
03.2023 - Current
Operations Manager
ITel BPO
01.2022 - 03.2023
University of California, Irvine
12.2020 -
Operations Manager
Teleperformance
02.2016 - 12.2020
Sales Manager
Technology Solutions
03.2014 - 01.2016
Operations Supervisor
United Centre
01.2011 - 01.2014
Business Proprietor
Handel's Barbershop
06.2007 - 07.2009
Caribbean Examinations Council (CXC)
St. Mary's High School
09.1998 -
Computer And Information Sciences
Global Technology
Critchlow Labour College
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