JENNIFER WELCH
Director Of Operations
Brillion,WI
Summary
Organize and drive operations, and effectively develop and enact company policies to increase organizational operation efficiency. Retain strong leadership and interpersonal skills. Advance strategic plans and sales objectives set forth by management. Develop policies to keep organization's budget lean. Ready to offer exceptional leadership and planning abilities to take on new role in [Type] setting. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in [Industry] standards and market trends.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Operations
CyntrX
De Pere, WI
06.2021 - Current
- Monitor office workflow and administrative processes to keep operations running smoothly.
- Evaluate performance, adjusted strategies and maintained agile, sustainable operations.
- Oversee day-to-day production activities in accordance with business objectives.
- Work collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Define, implement and revise operational policies and guidelines.
- Listen to employee and customer issues and conflicts to deliver solutions, propel customer experiences.
- Develope and cultivate lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Recruit, hire, mentor, and train employees on business procedures, policies, duties and customer care methods.
- Implement escalation procedures to effectively handle time-sensitive issues.
- Promote energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Review company's strategic plans and developed departmental goals and standards to support
- Handle problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Work in tandem with Technical Director to better understand business process and initiate improvements, helping company achieve goals.
- Deliver business strategy and develop systems and procedures to improve operational quality and team efficiency
- Observe each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Boost team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Set team and individual KPIs and provide regular, actionable feedback.
- Modernize and improve operational procedures to increase productivity and profitability while tightly controlling costs.
- Lead change and transformation across business areas to deliver benefits and align company resources.
- Assess performance management structures and implement enhancements to improve frameworks and strengthen results.
- Manage procurement, inventory and warehouse operations.
- Direct product flow and inform management of delays and challenges, as well as suggest resolutions.
- Direct management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Develop and implement high-quality work environment as measured through employee satisfaction ratings.
- Support top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Operations Manager
CyntrX
De Pere, WI
06.2020 - 06.2021
- Devised, deployed, and monitored processes to boost long-term business success and increase profit levels
- Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands
- Collaborated with Management to strengthen performance metrics tracking and analysis to enhance tactical and strategic company plans
- Updated and published standard operating procedures (SOPs) using customer and employee input and feedback resulting in clearer and more useful instruction
- Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and two-member management team with related direct reports
- Interfaced with two department heads to establish tracking tools and processes that created clear and effective information flow internally and with customers
- Evaluated upcoming program plans to forecast expected resource needs
- Built and nurtured relationships with customers
- Established operational objectives and work plans and delegate assignments to subordinate managers
- Accelerated efficiency of operations by overseeing customer accounts, managing scheduling and driving meetings
- Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates
- Controlled daily business operations by devising and deploying short and long-range strategies to increase efficiency and accomplish objectives
- Implemented policies and standard operating procedures for continuous improvement
- Collaborated with NetSuite vendor and business teams to develop and enhance architecture in order to better track business KPIs
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences
- Oversaw day-to-day operations over four management teams.
Customer Care Manager
CyntrX
De Pere, WI
10.2017 - 06.2020
- Performed duties and provided service in accordance with established operating procedures and company policies
- Organized daily workflow and assessed appropriate staffing with Vice President to provide optimal service
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Applied best practices in customer service, sales and employee management to exceed organizational goals
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
- Collaborated with finance department on invoicing accuracy for applicable products and services
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Scheduled and attended meetings with clients and prospective clients as requested
- Established performance and service goals and held associates accountable for individual performance
- Developed new employees and on-going performance assessment of current employees.
Sales Training Specialist
J. J. Keller & Associates, Inc
Neenah, WI
04.2016 - 10.2017
- Designed and implemented sales training programs and documentation
- Developed and led group training courses to align with corporate sales and service goals
- Created curricula, instructions, documentation and written tests for Sales training courses
- Assessed training program effectiveness on regular basis and improved upon deficient areas
- Trained START and Direct Hires on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
Inside Sales Representative
J. J. Keller & Associates, Inc
Appleton, WI
07.2013 - 04.2016
- Wrote sales contracts for orders obtained and submitted orders for processing
- Set up new accounts, established customer credit, and set up payment methods
- Used Oracle CRM to maintain detailed contact logs and account records
- Answered customers' questions regarding products, prices and availability
- Developed strategic relationships with existing customers while conducting cold and warm calls with prospects
- Collected information on sales and service issues to provide effective resolutions
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries
- Determined needs, delivered solutions and overcame objections through consultative selling skills
- Maintained up-to-date knowledge of all available products
- Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns
- Managed and recorded all leads from outbound telephone marketing
- Developed and deepened customer relationships to drive revenue growth
- Created and updated customer accounts with relevant information
- Emphasized product features based on analysis of customers' needs.
Telesales Representative
United Healthcare
Howard, WI
08.2009 - 04.2013
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach
- Overcame objections using friendly, persuasive strategies
- Recorded contact information of customers and potential customers
- Answered inbound telephone calls from interested customers
- Skilled at client management software and computer dialing
- Explained product prices and packages as well as answered questions and addressed concerns of customers
- Answered calls, took messages and transferred calls to appropriate individuals
- Set up appointments with interested customers according to schedule availability
- Displayed excellent sales skills and understanding of such skills
- Answered questions with knowledgeable responses
- Assisted with training and orientation of new employees
- Troubleshot any issues and escalated issues to proper department.
Office Manager
Hi-Tech Electrical Services
Hilbert, WI
05.2008 - 05.2009
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
- Managed office operations while scheduling appointments for two department managers
- Compared vendor prices and negotiated for optimal savings
- Maintained computer and physical filing systems
- Sourced vendors for special project needs and negotiated contracts
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders
- Developed standard operating procedures for all administrative employees
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using QuickBooks software
- Maintained accurate, current and compliant financial records Completed bi-weekly payroll for 20 employees
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Branch Manager
Consolidated Doors, Inc
Appleton, WI
03.2004 - 04.2008
- Trained employees on proper procedures and strategies to improve productivity
- Maintained branch files for accounts and employees
- Maintained scheduling for branch to keep all shifts appropriately staffed
- Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions
- Supportively directed team of 6 Installation technicians, consistently improving performance and efficiency to maximize operational results
- Gathered and reviewed customer feedback to improve operations
- Maintained friendly and professional customer interactions
- Led team of 8 staff
- Identified and capitalized on community business opportunities with effective networking
- Developed and delivered polished sales presentations in order to highlight product and service quality
- Generated improvements across entire sales cycle, including prospecting, conversion and contract negotiation
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Protected company assets with strategic risk management approaches
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations
- Engaged employees in business processes with positive motivational techniques.
Education
Ph.D - Organizational Leadership
Grand Canyon University
07.2023
MBA - Project Management
University of Phoenix
10.2016
Bachelor of Science - Small Business and Entrepreneurship
University of Phoenix
09.2014
Associate of Arts - Business Administration
University of Phoenix
04.2012
Skills
- Workflow planning
- Project development and life cycle
- Solutions Development
- Policies and Procedures Implementation
- Cost Reduction Strategies
- Team Leadership
- Relationship Development
- Project Management
- Vendor sourcing
- Complex problems analysis
- Strategic Planning
- Business administration
- Employee relations and conflict resolution
- Cross-functional communications
- Management Training
- Process and Performance Improvement
Certification
- Licensed - Wisconsin Health and Life
Timeline
Director of Operations
CyntrX
06.2021 - Current
Operations Manager
CyntrX
06.2020 - 06.2021
Customer Care Manager
CyntrX
10.2017 - 06.2020
Sales Training Specialist
J. J. Keller & Associates, Inc
04.2016 - 10.2017
Inside Sales Representative
J. J. Keller & Associates, Inc
07.2013 - 04.2016
Telesales Representative
United Healthcare
08.2009 - 04.2013
Office Manager
Hi-Tech Electrical Services
05.2008 - 05.2009
Branch Manager
Consolidated Doors, Inc
03.2004 - 04.2008
Ph.D - Organizational Leadership
Grand Canyon University
MBA - Project Management
University of Phoenix
Bachelor of Science - Small Business and Entrepreneurship
University of Phoenix
Associate of Arts - Business Administration
University of Phoenix
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