Jennie Nunez
St. Cloud,FL
Summary
Operations professional with a strong background in managing complex projects and driving operational excellence. Known for a collaborative approach and a commitment to delivering high-quality results, I am dependable and adaptable, consistently meeting the changing demands of business. I have proven skills in strategic planning and team leadership, utilizing strong interpersonal communication skills to convey information effectively.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Director of Operations
American Sign Language Services Inc
10.2006 - 08.2024
- Oversee and manage the company's day-to-day operations, ensuring smooth functioning and alignment with the company's strategic goals
- Develop and implement operational strategies to enhance efficiency, reduce costs, and improve client service delivery, including sign language interpreting, training programs, and technology solutions
- Establish performance metrics to monitor and improve key operational functions (e.g., interpreter scheduling, customer service response times, quality assurance)
- Analyze over 20 operational processes and identified areas for improvement, streamlining workflows and implementing best practices
- Lead, mentor, and develop a high-performing operations team of over 30 employees and independent contractors, ensuring alignment with organizational goals and providing guidance and support for professional growth
- Manage staffing needs, hiring processes, and training for operational staff, including interpreters, schedulers, project managers, and administrative personnel
- Cultivate a positive organizational culture that values diversity, inclusion, and respect for individuals in the Deaf and Hard-of-Hearing community
- Develop and manage the operations budget, ensuring cost-effective resource allocation and financial discipline across all operational functions
- Work with the finance team to forecast and track expenses, identifying areas for cost savings and optimization
- Ensure high levels of customer satisfaction by overseeing the quality and delivery of sign language services, including in-person and remote interpreting, and other related offerings
- Work closely with clients to understand their needs and ensure services are aligned with their expectations
- Collaborate with the sales and marketing teams to understand client feedback and tailor services accordingly
- Oversee the deployment and maintenance of technology solutions that support operations, including scheduling software, video remote interpreting (VRI) platforms, and other tools related to service delivery
- Ensure compliance with relevant regulations, industry standards, and best practices related to sign language services, including certification requirements for interpreters and confidentiality of sensitive client information
- Establish and maintain quality assurance procedures, regularly evaluating the performance of services and personnel to meet company standards and client expectations
- Monitor the legal and ethical aspects of sign language services, ensuring the company adheres to all applicable laws and policies regarding accessibility and inclusivity
- Collaborate with senior leadership to shape the long-term operational strategy, identifying opportunities for growth and scalability
- Assist in the development and execution of the company's strategic initiatives, including geographic expansion, new service offerings, and partnerships within the Deaf and Hard-of-Hearing community
- Provide data-driven insights to inform decision-making, including trends in demand for specific services, competitive analysis, and operational efficiencies
- Operations Management
Customer Service Representative
Walt Disney World Resort
- 08.2006
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to over 100 customer requests for services and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Office Manager
FMX, Inc. Florida Transportation & Logistics
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Assisted Owner/President, company controller and safety supervisor with contracts and payroll reports.
- Supervised and processed weekly payroll reports for over 50 drivers.
- Ensured the process of all types of garnishments and accurately balanced payroll.
- Performed all customer service duties, office inventory activities and verified deliveries.
Senior Auditor
Liz Claiborne, Inc. Logistics
- Audited daily branch check-out reports, cash sales and deposits, credit card transactions transactions and return transactions.
- Prepared reports and supporting documentation for audit findings and end of year reconciliation.
- Assisted customers with cash, credit or corporate disputes.
- Accountable of over 50 stores, traveled to perform inventories and trained/ supervise new and temporary employees.
- Worked closely with Loss Prevention, Accounts Payable and Cash Management.
- Enhanced audit efficiency by implementing risk-based audit strategies and streamlining processes.
Education
No Degree - Accounting
Saint Peter's University
Jersey City, NJHigh School Diploma -
North Bergen High School
North Bergen, NJ06-1991
Skills
- Experience in planning, directing, and coordinating the operations of companies or public and private sector organizations
- Problem resolution
- Relationship building
- Complaint handling
- De-escalation techniques
- Conflict resolution
- Customer satisfaction measurement
- Professional telephone demeanor
Searchable Items
General and Operations Managers, Orange County, Osceola County, Polk County, Mon, Tue, Wed, Thu, Fri, Day, Regular, FT, Yes, No, Yes, Regular Drivers License, No Clearance, 114 skill(s), 146 Technology 18 Tools, 40 + wpm, Spanish, Very Well
Certification
American Sign Language Certificates and Microsoft Word and Excel Certificates
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Sign Language
Professional Working
Timeline
Director of Operations
American Sign Language Services Inc
10.2006 - 08.2024
American Sign Language Certificates and Microsoft Word and Excel Certificates
Customer Service Representative
Walt Disney World Resort
- 08.2006
Office Manager
FMX, Inc. Florida Transportation & Logistics
Senior Auditor
Liz Claiborne, Inc. Logistics
No Degree - Accounting
Saint Peter's University
High School Diploma -
North Bergen High School
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