Summary
Work History
Education
Skills
Accomplishments
Additional Information
Theatre and Film Experience
Timeline
Generic
Jeff Potts

Jeff Potts

Assistant Operations Manager
Columbus,OH

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Work History

Assistant Operations Manager

Continental Message Solutions
09.2021 - Current
  • Developed training modules in Powerpoint and Video format to adapt to different learning styles.
  • Managed highest volume shift with up to 7 Direct reports and up to 50 supplemental staff
  • Increased efficiency and profitability of shift
  • Analyzed team performance and identified opportunities for additional training.
  • Monitored participant workflow and behaviors throughout training process.
  • Tracked attendance and evaluated progress of staff
  • Identified and recommended staff for key positions and departments.
  • Recorded and edited videos to facilitate remote learning.
  • Analyzed and reported on key performance metrics to senior management.
  • Identified and resolved unauthorized or ineffective practices.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.

Data Entry Operator, Lab Technician

Select Optical, Essilor Labs
09.2019 - 09.2021
  • Completed data entry tasks with accuracy and efficiency.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Verified data files prior to entry to maintain high data accuracy.
  • Followed established procedures to enter and process data correctly.
  • Resolved discrepancies in data entry activities for accurate, complete jobs.
  • As Lab technician (Essilor Labs) responsible for intake of lens orders, matching to frames and submitting to production in a high volume environment

Agent to Supervisor

Continental Message Solutions
09.2013 - 09.2019
  • Up to 12 direct reports
  • Created FAQ's for performance enhancement, coaching and, development
  • Obtained client information by answering telephone calls.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Achieved results by working with staff to meet established targets.

Labor

Action Now Hauling
06.2013 - 09.2013
  • Action Now Hauling – Organization of Daily Reports and record Keeping, Supervisor assignment task listing
  • Followed instructions and procedures to complete assigned tasks.
  • Loaded and unloaded materials onto trucks and trailers.

Telemarketer

Nationwide Retirement Solutions
05.1931 - 11.2012
  • Contracted through Tailored Management
  • Followed standard operating procedures when handling customer problems and complaints.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Handled 457, and 501c3, 501c9 and OBRA Retirement Plans
  • Distributions, Hardship discussions
  • Database entry resolution for Sensitive Retirement Plan upgrades.
  • Handled high volume of inbound calls per shift to offer callers product and service information

Trainer, Interim Manager, Supervisor

Garden City Group
02.2012 - 09.2012
  • Trained 300 + Personnel on New Legal Claim Project for BP
  • Efficiently utilized KPI data to repeatedly build top performing teams
  • Engage teams and Supervisors through Coaching and Development for better performance.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Monitored workflow to improve employee time management and increase productivity.

Supervisor

Call Me Staffing
09.2010 - 02.2012
  • Related information based on GCCF Claims to Claimants per approved messages
  • Escalated concern and sensitive claims through processes, regularly assisted up to 140 floor personnel with questions on procedure and take-over calls for claimants with extra concerns
  • Distributed new information in a constantly changing environment to staff
  • Directly supervised up to 24 representatives: instructed on quality control and asserted company adherence policies


Telemarketer

Nationwide Insurance
09.2010 - 12.2010
  • Checks and Balances Temporary Staffing with Brent Sullivan's, Agency
  • Organization of and Qualifying of leads.
  • Overcame objections using friendly, persuasive strategies.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.

Inbound Customer Service and Sales representative

AT&T Small Business
12.2001 - 12.2004
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Education

BFA - Theatre, Communications

WVU, WVSU, Institute
Morgantown, WV
2007

Skills

  • Business Planning
  • Goal Attainment
  • Staff Development
  • Leadership
  • Management
  • Conflict Mediation
  • Staff Training
  • Maintaining Compliance
  • Team Leadership
  • High-Pressure Environments
  • Schedule Oversight

Accomplishments

  • 20 Years' experience working with pre–professional/ collegiate theatre/film in multiple states
  • Experienced in the presentation of creative ideas having directed 7 productions, and as a result I have experience in organizing groups of people to perform collaborative tasks with success
  • Behind the scenes I have served as an Assistant Technical Director of Madlab Theatre in 2002/2003, and while attending WVSU I served as the student representative to their Board of Directors in 2006/2007.

Additional Information

  • Awards and Recognition:, At AT&T: April 2004, member of 3rd Ranked Sales team in the nation. Sales Achievement Oct 2002. 2002 Top Twenty Local Sales in the office (National Competition, Trip awarded to Las Vegas)2005- 2009: Deans List Certificate awarded 5 times. 2007-2010: Received Full Scholarship to WVU2006-2007: Screenwriting Student of the Year WVSU

Theatre and Film Experience

Film

The Donnybrook Supporting Tim Sutton

Jak Supporting Kris Kristensen

The Den Lead Sydney Waltz

Longshots Lead G-Rex Productions

Atticus Retriever Supporting Keenan Parry and Ason Intrigue

Ten Minutes to Earth Ensemble Bad Atom Studios

The Clearing Supporting Outpost 31 Productions

Willow Falls Supporting Bob Bates

Shannon Creek Lead Outpost 31 Productions

Bloodwood Forest Lead Kool-Kat Productions

Oremus Lead Outpost 31 Productions

The Guardian Angel Supporting Kodjo Arts Entertainment

The Wish Key Lead Doug Hughes

The Enemies You Keep Supporting Arris Productions

Silent Prison Lead The Nasty

Unproduced Lead KC Bragg

16 to Life Minor Possum Films


Web Series

Columbus Neighborhoods Worthington Minor/Supporting WOSU

Aidan 5 Season 2 Minor Room 101 Productions

Zero and One Lead Jennifer Enskat


Theatre

Waiting for Godot Lead Shepherd Productions

King Lear Supporting New Players Theatre

Moby Dick Rehearsed Lead Columbus Civic

The Voice of the Prairie Lead SRO Theatre Co

A Midsummer Nights Dream Supporting Actors Theatre

Titus Andronicus Supporting Shepherd Productions

The Male Animal Lead Actors Theatre

A Shadow in the Dark Supporting Jennifer Youngblood - Madlab

29 Bells Supporting Theatre Deadalus

The Grapes of Wrath Supporting WVU

Dracula Lead WVU

The Playboy of the Western World Supporting WVU

Hamlet Supporting WVU

Mary Rose Supporting WVU

Buried Child Supporting Charleston Stage Co.

Romeo and Juliet Lead Charleston Stage Co.

Full Frontal Nudity (FFN) Ensemble Improv. Performer/Writer

Cliffhangers: The Seven Deadly Sins Ensemble Madlab

Theatre Roulette 2003 Ensemble Madlab

Too Much Theatre Ensemble Madlab

The Grand Guignol 2003 Ensemble Madlab

FFN's The Spirits of Christmas Ensemble Madlab

Dr. Baldam's MMRE Ensemble Madlab

Theatre Roulette 2002 Ensemble Madlab

FFN's Operation featherhead Ensemble Madlab

Sound & Fury Banquo Madlab

The Grand Guignol 2002 Ensemble Madlab

FFN's Dick Germs Ensemble Madlab

Theatre Roulette 2001 Ensemble Madlab

FFN's Communication Breakdown Ensemble Madlab

Macbeth Banquo Rosebrier Shakespeare Company

Timeline

Assistant Operations Manager

Continental Message Solutions
09.2021 - Current

Data Entry Operator, Lab Technician

Select Optical, Essilor Labs
09.2019 - 09.2021

Agent to Supervisor

Continental Message Solutions
09.2013 - 09.2019

Labor

Action Now Hauling
06.2013 - 09.2013

Trainer, Interim Manager, Supervisor

Garden City Group
02.2012 - 09.2012

Supervisor

Call Me Staffing
09.2010 - 02.2012

Telemarketer

Nationwide Insurance
09.2010 - 12.2010

Inbound Customer Service and Sales representative

AT&T Small Business
12.2001 - 12.2004

BFA - Theatre, Communications

WVU, WVSU, Institute

Telemarketer

Nationwide Retirement Solutions
05.1931 - 11.2012

Similar Profiles

  • Baljinder Singh

    Baljinder SinghBaljinder Singh

    Sales Representative at Continental Exchange Solutions Inc (Ria Money Transfer)Sales Representative at Continental Exchange Solutions Inc (Ria Money Transfer)

    View Profile
  • MINOTI BADANI

    MINOTI BADANIMINOTI BADANI

    Travel Consultant at Continental Wings Travel SolutionsTravel Consultant at Continental Wings Travel Solutions

    View Profile
  • Christian Cabrera

    Christian CabreraChristian Cabrera

    IT Systems Analyst at Continental Exchange Solutions Inc.IT Systems Analyst at Continental Exchange Solutions Inc.

    View Profile
Jeff PottsAssistant Operations Manager