Jenny Munro
Omaha,NE
Summary
Seasoned Operations Manager with a proven track record, enhancing operational efficiency and customer satisfaction. Skilled in leadership and Salesforce, adept at performance coaching and management. Demonstrates a consultative approach to drive team success and achieve significant improvements in productivity.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Response Team Manager
Honor
Omaha, NE
08.2018 - Current
- Expertise, dedication, and passion for helping families navigate the complexities of caring for their aging loved ones.
- Responsible for the day-to-day operations of the call center operations group.
- Strong coaching skills to develop team members' verbal and written communication, helping them build meaningful connections with customers.
- Dedication to delivering exceptional service through a consultative approach.
- Conducted regular meetings with staff to discuss progress on metrics, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
Operations Manager
West Business Solutions
Omaha, NE
05.2014 - 08.2018
- Developed key performance indicators to measure effectiveness of operational processes.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Education
Master of Arts - Gerontology
University of Nebraska At Omaha
Omaha, NE05-2020
Skills
- Leadership, Management
- Performance coaching
- Sales expertise
- Performance management
- Operations management
- Skilled multi-tasker
- Salesforce
- Talk Desk
Certification
- Certification, Alzheimer's Journey Coordinator 2020-2021. Educational and clinical skills necessary to assist caregivers in recognizing and understanding the symptoms, treatment, and guidance of Alzheimer’s disease (AD) and related dementias (RDs)
Timeline
Response Team Manager
Honor
08.2018 - Current
Operations Manager
West Business Solutions
05.2014 - 08.2018
Master of Arts - Gerontology
University of Nebraska At Omaha