Summary
Work History
Education
Skills
Timeline
Generic

Isabel Liza Ellis

The Colony,TX

Summary

A seasoned leader with a proven track record of building and nurturing high-performing teams. Leveraged KPIs to strategically align individual and team management, driving goal attainment. Championed a hands-off managerial approach, fostering a culture of empowerment and decision-making that prioritizes meeting customer needs.

Work History

Operations Coordinator

Century HVAC Distribution
09.2022 - Current
  • Work with team leaders, managers, and department heads to create, catalog, and implement SOPs for all departments.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.
  • Developed KPIs to help determine call volume for 12 branches and individual team members.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Provided direction and guidance to internal teams in order to achieve targets.
  • Implemented troubleshooting, root cause analysis, and issue resolution.
  • Collaborated with area managers to evaluate needs and optimize operational plans.
  • Compiled training materials for new employees and tracked skill development.
  • Motivated and trained employees to maximize team productivity.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.

Branch Manager

Century HVAC Distributing
09.2019 - 10.2022
  • Manage operations of the distribution center/corporate office for CHD.
  • Manage 3 teams including warehouse, counter sales, and customer service group.
  • Teams supported sales for the flagship store for CHD.
    Created strategies to develop and expand existing customer sales, resulting in increased sales from $11M branch to a $17M
  • Gross profit also increased by 15% by reducing expenses.
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Resolved various issues impacting sales management and business operations.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Launched a new training program to boost employee skills and staff retention rate.

Customer Service Manager

Standard Supply
01.2013 - 01.2018
  • Manage a team of inside sales representatives as well as distribution center counter associates
  • Worked with operations manager to implement best practices to meet customer needs more efficiently
  • Responsible for the product training program for team members
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Inside sales Supervisor

Carrier Enterprise
01.2008 - 01.2013
  • Managed projects from beginning to end by managing billing, shipping, and receiving
  • Ensured projects were completed in a timely manner and on budget by communicating with vendors, customers, and sales representatives
  • Helped to streamline policies/procedures to improve workflow for both the customer and the company.
  • Tracked attendance of sales representatives, resolved escalated customer complaints, and effectively handled multiple projects in a fast-paced atmosphere.
  • Oversaw a team of 4 inside sales representatives and led staff to exceed sales goals.
  • Updated accounts and maintained long-term relationships with clients.
  • Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.

Education

Bachelor of Science - Business Studies Operations and Project Management

Southern New Hampshire University
2019

Skills

  • Excellent Team Leadership
  • Operations Management
  • Multitasking Abilities
  • Cross-functional communications
  • Business administration
  • P&L Management
  • Data analysis
  • Verbal/written communication
  • Proficient in MS Office
  • Key performance indicators

Timeline

Operations Coordinator

Century HVAC Distribution
09.2022 - Current

Branch Manager

Century HVAC Distributing
09.2019 - 10.2022

Customer Service Manager

Standard Supply
01.2013 - 01.2018

Inside sales Supervisor

Carrier Enterprise
01.2008 - 01.2013

Bachelor of Science - Business Studies Operations and Project Management

Southern New Hampshire University

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Isabel Liza Ellis