Hi, I’m
Jacquelyn Gibson
Success isn't just about what you accomplish in your life; it's about what you inspire others to do.
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Summary
Experienced Operations Manager with a 12-year tenure in leadership roles, distinguished for award-winning performance at Newfold Digital. Renowned for exceptional leadership and process optimization skills, consistently driving improvements in operational efficiency and enhancing customer satisfaction. Achieved a notable 30% increase in productivity through strategic initiatives, showcasing expertise in customer relationship management and cross-functional collaboration, resulting in a remarkable 70% decrease in escalations. Played a pivotal role in establishing WhiskerCloud's Customer Support department, leading the development of coaching, training, hiring, and onboarding procedures, while implementing robust processes and Key Performance Indicators (KPIs) to ensure operational excellence.
Overview
15
years of professional experience
Work History
WhiskerCloud
Operations Manager
06.2023 - Current
Job overview
- Developed, implemented and maintained operational procedures to ensure service excellence.
- Organized and monitored daily operations to ensure maximum efficiency.
- Designed, developed and implemented technical solutions for complex business problems.
- Ensured compliance with relevant industry standards and best practices.
- Created detailed reports regarding system performance metrics and presented them to senior management team.
- Established key performance indicators to measure the effectiveness of IT infrastructure components.
- Developed strategies for improving customer experience by leveraging technology resources.
Newfold Digital
Operations Manager
05.2017 - 06.2024
Job overview
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Created detailed reports on the performance to identify trends in production performance.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
Education
Yavapai CollegePrescott, AZ
Skills
- Operational Efficiency
- Performance Optimization and Management
- Mentoring and Training
- Management And Administration
- Escalation Management
- Implementing Procedures
- Organizational Efficiency
- Quality Assurance And Control
- Time Management
- Presentation Skills
- CRM's- Hubspot, Salesforce, and Zendesk
- Wordpress
- SEO
- Project Leadership
- Reporting/Analytics
- Risk Management
- Recruiting/Employee Retention
- Sales/Retention
Accomplishments
- High Five Award of Excellence
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager
WhiskerCloud
06.2023 - Current
Operations Manager
Newfold Digital
05.2017 - 06.2024