Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Assessments
Languages
Timeline
Generic

Jennifer Morsell

Waldorf,MD

Summary

Highly organized, resourceful, dedicated, and detail-oriented senior operations manager with exceptional production skills and proven team leadership abilities. Adept at driving internal efficiencies, implementing effective change, boosting internal morale, and forming strategic partnerships to optimize organizational performance. Goal-oriented and results-focused with transferable skills necessary to ensure outstanding customer service and retention, ultimately guaranteeing profitability and company-wide success. Strong background in operations management, specializing in optimizing workflows, improving efficiency, and leading high-performing teams. Known for effective problem-solving skills and adaptability in dynamic environments. Prioritizes team collaboration and achieving measurable results. Proficient in inventory management, process improvement, and staff training. Versatile operations supervisor skilled at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated, and hardworking leader with a history of streamlining operations and delivering exceptional outcomes. Forward-thinking team leader who excels at operating departments efficiently to meet goals. Successful background in matching employees with roles for maximum performance. Proactive and continuously strives for operational improvement.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Operations Supervisor

Republic Services Inc
07.2023 - Current
  • Manage daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintain open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducts regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Ensure compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Collaborates with cross-functional teams to develop innovative solutions for improving overall business performance.
  • Monitor front line areas so that questions could be promptly addressed.
  • Conducts performance evaluations, providing constructive feedback and identifying areas for improvement.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learn and adapts quickly to new technology and software applications.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Self-motivated, with a strong sense of personal responsibility.
  • Work effectively in fast-paced environments.

Operations Manager/Branch Manager

United Site Services
09.2022 - 05.2023
  • Managed 5.5 million yearly budget for the DMV and surrounding territories across multiple branches
  • Responsible for financial performance, route efficiency, labor expenses, and customer satisfaction
  • Overseeing operation and managing personnel
  • Monitors all operational functions, deliveries, services, quality control, performance, installations and P&L efficiency
  • Collaborates with operations, sales and end users
  • Supervises all administration and personnel to ensure safety protocol is maintained and improved
  • KPI structure is utilized and improved
  • Provides support to ensure cohesion is maintained during training and cooperative measures are shared across all branches
  • Champion of employee development, morale, and best practices are developed
  • Responsible for oversight of Fleet's maintenance and DOT communication, driver qualification to ensure compliance with Federal & State DOT requirements
  • Managed 18 direct reports across multiple branches in the DMV area
  • Instituted and utilized KPI's to encourage professional development and improvement in the market place

Senior Operations Manager

Long Fence & Home LLP
07.2019 - 09.2022
  • Champion exceptional staff training and lean methodologies to ensure proper communication between sales, production, contractors, owners and end users
  • Maintained a 50% increase in production, +95% customer satisfaction ratings, as well as consistent Class C/mid-management process improvement support
  • Consistently improve Guild Quality Scores - customer success improvement up to 15%
  • Streamline electronic scheduling process by introducing Salesforce solutions
  • Co-developed electronic platform to track KPI achievement in real time
  • Empower staff to become key decision makers in field processes by implementing internal program purposed to improve customer and installation protocols - ie
  • Same-day procurement, real-time electronic communications/dispatching, onboarding third party vendors, and controlling installation costs
  • Enhance office morale by boosting personal development and team building measures, focusing on preventing employee turnover and revitalizing a toxic work environment
  • Managed and coached 30 direct reports, 15 teams of subcontractors, 5 field managers
  • Utilized one on one and performance improvements and ODP's
  • Utilized and proficient in Excel, Sales force and i360

Production Manager/supervisor

Long Fence & Home LLP
10.2018 - 07.2019
  • Managed all functions of the retail division, including production and administrative personnel to ensure efficient and profitability
  • On-boarded and managed/evaluated contractors and subcontractors
  • Increased production by 50% and implemented efficient in house practices that ensure accuracy and customer satisfaction
  • Managed and created pilot program creating new opportunities for employees, production personnel
  • Managed 5 direct reports including 2 field managers

Project Coordinator

Thompson Creek Window Company
04.2016 - 09.2018
  • Delivered exceptional customer support, management and satisfactory customer fulfillment for residential home improvement accounts
  • Collaborated with logistics and project managers to effectively troubleshoot field concerns
  • Collected payments and provided accurate, real-time and ongoing support to customers, coordinators, warehouse staff and various Thompson Creek team members

Project Manager

RPG Diffusor Systems
06.2014 - 04.2016
  • Executed comprehensive manufacturing projects, which included budget administration, cost control, and negotiating prices for end user clients
  • Emphasized high quality performance and strategic partnerships
  • Successfully prioritized project tasks and ultimate completion that range from eight weeks to three months

Police Officer

City of Annapolis
02.2002 - 06.2013
  • Initially operated as a Patrol Officer, later transferred to the Community Relations Unit
  • Mentored at-risk youth and supported Summer Youth Camps
  • Consistently networked citywide to discover available resources
  • Routinely advocated for domestic violence victims and their families, as well as Anti-Bullying and Human Trafficking
  • Received Victims Advocacy Award from Anne Arundel County Council, as well as from the Anne Arundel County States Attorney Office for Victims Advocacy and Human Trafficking Prevention
  • Supervised Explorers program through Boy Scouts of America, which was presented at the House of Delegates in Md
  • Instrumental in two National Competitions (2010 & 2012)

Accounting Associate/assistant

City of Annapolis Police Department
02.2002 - 02.2007
  • Offered ongoing customer support and administrative assistance for day-to-day operations
  • Retrieved payments for city utilities and distributed departmental correspondence
  • Audited customer accounts, registrations, and quarterly billing cycles
  • Provided face-to-face and telephone customer service
  • Effectively deescalated conflicts with difficult customers

Asst Accountant

Harley Davidson of Annapolis
01.2001 - 01.2002

File Clerk/accounting Associate

Culligan Water Company
01.1999 - 01.2001

Education

Bachelors of Science - Marketing, Business

Ashworth College
Norcross, GA

High school diploma -

Skills

  • Operations management
  • Performance monitoring
  • Task delegation
  • Staff supervision
  • Team Training
  • Safety oversight
  • Employee development
  • Customer relations
  • Logistics oversight
  • Customer relationship development
  • Workflow optimization
  • Production
  • Management
  • Compliance management
  • Quality assurance
  • Project planning
  • Customer relationship management
  • Root-cause analysis
  • Scheduling coordination
  • Delegation
  • Risk management
  • Project management
  • Incident reporting
  • Data analysis
  • KPI tracking
  • Lean manufacturing principles
  • Logistics management
  • Cost control
  • Change management
  • Process optimization
  • Productivity management
  • Employee engagement
  • Technology
  • Budgeting and cost control strategies
  • Team leadership
  • Employee supervision
  • Decision-making
  • Customer service
  • Goal setting
  • Coaching and mentoring
  • Workflow planning
  • Customer service management
  • Relationship building
  • Staff training
  • Inventory management
  • Staff development and training
  • Scheduling
  • Documentation and recordkeeping
  • Leadership and change management
  • Office management
  • Schedule coordination
  • Strategic planning
  • Performance management
  • Performance improvement
  • Data analysis and modeling
  • Report preparation
  • Regulatory compliance
  • Phone and email etiquette
  • CRM software
  • Policy and procedure modification
  • Support services
  • Appointment scheduling
  • Financial reporting
  • Schedule management

Personal Information

Work Permit: Authorized to work in the U.S. for any employer

Certification

  • PMEC, Present
  • LSSWB, Present
  • Strategic Thinking, Present
  • Coaching Skills for Leaders and Managers, Present
  • Corporate Leadership Certified, Present
  • Management and Strategy Institute Fellow, Present
  • Lean Six Sigma Black Belt, Present
  • SSBBP, Present
  • Six Sigma Certification, Present
  • Change Management Certification, Present

Assessments

  • Management & leadership skills: Planning & execution, Proficient, 10/01/20
  • Supervisory skills: Motivating & assessing employees, Familiar, 07/01/21
  • Work style: Reliability, Proficient, 07/01/21
  • Work style: Conscientiousness, Proficient, 08/01/21
  • Sales fit, Proficient, 07/01/21

Languages

English
Native or Bilingual

Timeline

Operations Supervisor

Republic Services Inc
07.2023 - Current

Operations Manager/Branch Manager

United Site Services
09.2022 - 05.2023

Senior Operations Manager

Long Fence & Home LLP
07.2019 - 09.2022

Production Manager/supervisor

Long Fence & Home LLP
10.2018 - 07.2019

Project Coordinator

Thompson Creek Window Company
04.2016 - 09.2018

Project Manager

RPG Diffusor Systems
06.2014 - 04.2016

Police Officer

City of Annapolis
02.2002 - 06.2013

Accounting Associate/assistant

City of Annapolis Police Department
02.2002 - 02.2007

Asst Accountant

Harley Davidson of Annapolis
01.2001 - 01.2002

File Clerk/accounting Associate

Culligan Water Company
01.1999 - 01.2001

High school diploma -

Bachelors of Science - Marketing, Business

Ashworth College

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Jennifer Morsell