Janet Harmon
Rochester,WA
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
7
7
years of professional experience
Work History
Operations Manager
USPack Courier Service
Rochester, WA
10.2020 - Current
- 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.
- Performed cost analysis for various projects to determine budget requirements.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Developed key performance indicators to measure effectiveness of operational processes.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Conducted employee observations and documented findings.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
Project Cordinator
USPack Courier Service
Rochester, WA
10.2017 - Current
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Collaborated with senior leadership on strategic planning initiatives related to future projects.
- Resolved conflicts among team members by providing creative solutions that addressed all parties' needs.
- Assessed customer feedback in order to continuously improve service delivery processes or procedures.
- Contributed ideas towards process improvements that would increase efficiency or productivity levels.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
- Maintained a detailed database of project information including budgeting, resources and deliverables.
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Provided direction, guidance and support to team members throughout the duration of projects.
- Assessed, monitored and reported on work progression.
- Collaborated with internal teams to develop project solutions resulting in on-time execution.
- Assisted project manager in drafting schedules and related documentation.
- Produced status reports for customers and senior management.
- Developed and implemented project tracker or calendar to meet and maintain standards.
Education
High School Diploma -
Kent-Meridian High School
Kent, WA06-1977
Skills
- Production
- Customer Retention
- Incidents management
- Health and safety compliance
- Customer Service
- Performance reporting
- Troubleshooting and problem solving
- Data Analysis
Timeline
Operations Manager
USPack Courier Service
10.2020 - Current
Project Cordinator
USPack Courier Service
10.2017 - Current
High School Diploma -
Kent-Meridian High School
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