Jerron Perry
Indianapolis,IN
Summary
Dynamic Operations Manager with a proven track record at Infosys BPM, excelling in team development and operations management. Enhanced customer satisfaction through effective complaint handling and critical thinking. Skilled in CRM software, I fostered accountability and improved performance outcomes, driving significant operational efficiencies.
Overview
12
12
years of professional experience
Work History
Operations Manager
Infosys BPM
07.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management.
- Effectively handle client escalations and formulate actions to resolve any escalations
CSR Champion
Infosys Technologies
08.2024 - Current
- Serve as an extension of the Foundation in amplifying our mission at a local level. This will include quarterly engagement with our team; supporting the delivery of ‘in-person’ volunteer opportunities.
- Identifying new non-profit partners working within the STEM and digital skills space; and support advancing awareness of the Infosys Springboard USA platforms.
- Collaborating with the Foundation to expand their digital skills for all commitment.
- Develop and implement community outreach initiatives to promote the organization's mission and engage with local residents and groups.
- Assist with organizing public events, workshops, and meetings to facilitate community engagement and promote the organization's activities.
- Serve as the primary point of contact for community members, organizations, and stakeholders, working to build and maintain positive relationships.
Team Manager
Tek Experts USA
07.2023 - 09.2024
- Led employee relations through effective communication, coaching, training, and development.
- Act as primary escalation point for team operational issues and customer delivery management.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Monitor KPIs to ensure proper business delivery.
- Share updates and reports with management and client presentations.
- Worked with Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows.
- Developed a high-performing team (43 engineers) by recruiting top talent, providing ongoing training, and fostering a positive work environment.
Microsoft Support Engineer Manager
Microsoft Dynamics GP
07.2023 - 09.2024
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Build, manage, and developed a team of 25-30 support engineers and ensure the team delivers exceptional customer service.
- Resolved issues quickly by collaborating with peers, technical leads, high-level Microsoft engineering teams, and other product teams.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Executive Customer Relations Case Manager (Remote)
Lowe's Companies Inc
08.2021 - 06.2023
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Analyzes each case independently based on the facts available to determine failure points within the customer experience and compile all relevant information.
- Documented interactions according to standards to ensure complete and accurate records are maintained and communicated to the customer, including next steps, ownership of follow-up, applicable timeframes, and final resolution letters, as appropriate.
Community Relations Manager
Lowe's Companies Inc
02.2019 - 06.2023
- Marketed offerings and services to community.
- Stayed within budget for marketing expenses.
- Built, leveraged, and shared positive relationships and partnerships with various external and internal stakeholders.
- Coordinated volunteer efforts, streamlining processes for efficiency and maximizing impact on communities served.
- Increased public awareness of organizational goals through targeted campaigns and events.
- Manage and motivate associates to utilize Give Back Time (1000+employees)
Business Process Improvement Specialist
Lowe's Companies Inc
02.2019 - 08.2021
- Evaluated vendor relationships for cost-saving opportunities, renegotiating contracts where necessary.
- Initiate, scope, and manage the delivery of projects for identified process improvements using Lean Six Sigma methodologies.
- Participated in benchmarking activities to assess industry best practices for possible integration into company processes.
- Monitored implementation of new processes, gathering feedback from end users to make adjustments as needed.
- Improved business processes by identifying inefficiencies and implementing targeted solutions.
- Directly interfaces with key leadership and functional experts providing insight and advice on Business Process.
Project Coordinator
Lowe's Companies Inc
08.2016 - 08.2021
- Kept 200+ concurrent projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
Production Worker
PepsiCo
02.2014 - 08.2016
- Followed safety procedures and guidelines to maintain safe working environments.
- Demonstrated flexibility and fast learning capability by obtaining multiple operator qualifications.
- Comply with GMP and audit standards.
- Held Co-Chairperson on both Safety and ergonomic teams plant-wide (500+ employees)
- Used equipment properly to avoid workplace hazards or injuries.
- Worked with 3rd party vendors with issues on assigned lines for process improvement.
- Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
- Resolved issues quickly to maintain productivity goals.
Education
Business & IT Management - Information Technology
My Computer Career
Indianapolis07-2023
Associate of Applied Science - Information And Computer Systems
Ivy Tech Community College of Indiana
Indianapolis, INHigh School Diploma -
Pike High School
Indianapolis01-2001
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Team development
- Critical thinking
- Operations management
- Problem-solving
- Machine operation
- Workplace cleanliness
- Shipping and receiving
- Load planning
Timeline
CSR Champion
Infosys Technologies
08.2024 - Current
Operations Manager
Infosys BPM
07.2024 - Current
Team Manager
Tek Experts USA
07.2023 - 09.2024
Microsoft Support Engineer Manager
Microsoft Dynamics GP
07.2023 - 09.2024
Executive Customer Relations Case Manager (Remote)
Lowe's Companies Inc
08.2021 - 06.2023
Community Relations Manager
Lowe's Companies Inc
02.2019 - 06.2023
Business Process Improvement Specialist
Lowe's Companies Inc
02.2019 - 08.2021
Project Coordinator
Lowe's Companies Inc
08.2016 - 08.2021
Production Worker
PepsiCo
02.2014 - 08.2016
Business & IT Management - Information Technology
My Computer Career
Associate of Applied Science - Information And Computer Systems
Ivy Tech Community College of Indiana
High School Diploma -
Pike High School
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