Summary
Overview
Work History
Education
Skills
Certification
Languages
Core Leadership Competencies
Timeline
Generic
Open To Work

JOAN VERELLA

Palm Bay,FL

Summary

Operations leader specializing in client success, regulatory compliance, and performance optimization. Achieved substantial operational efficiency through process improvements and targeted training initiatives. Leveraged Salesforce CRM expertise and cross-functional leadership to drive revenue growth and enhance client satisfaction.

Overview

1
1
Certification
14
14
years of professional experience

Work History

Assistant Manager of Operations

Tang & Company
Torrance, USA
01.2023 - 02.2026
  • Lead remote operations supporting drug & alcohol testing programs across refinery and safety-sensitive environments.
  • Ensured compliance with DOT, Non-DOT, NASAP, LACC, ASAPCC’s regulatory frameworks.
  • Oversaw productivity tracking and operational metrics, utilizing PowerBuilder and TCN systems to support compliance.
  • Directed Random Pool, Wall-to-Wall, and DER Random testing programs.
  • Managed donor violations, collaborating with SAP Managers to facilitate return-to-duty processes.
  • Collaborated across OscaSafe, CareOnSite, and Facilitated ASAPCheck program coordination to enhance compliance and operational efficiency. divisions to ensure seamless compliance execution.
  • Mentored and coached staff to uphold regulatory precision and performance standards.
  • Impact: Strengthened compliance integrity and improved operational accountability in a highly regulated environment.
  • Coordinated daily operations to enhance efficiency and streamline workflow management.
  • Assisted in implementing process improvements for operational effectiveness.
  • Led team meetings to discuss project updates and operational challenges.
  • Trained new staff on company policies and operational procedures.
  • Developed schedules to optimize resource allocation and staff productivity.
  • Managed inventory systems to track supplies and equipment availability.
  • Collaborated with departments to enhance communication and teamwork initiatives.
  • Resolved operational issues by providing timely support and solutions.
  • Ensured that quality control standards were met by monitoring performance against established goals.
  • Monitored daily operations, ensuring efficiency, accuracy and compliance with policies and procedures.
  • Coordinated the implementation of new processes and systems to improve overall operations.
  • Reviewed employee performance regularly providing feedback to help them reach full potential.
  • Developed and maintained effective relationships with internal departments and external stakeholders.
  • Established standard operating procedures across all departments in order to streamline workflows.
  • Assisted in problem solving when issues arose during production or delivery cycles.
  • Educated operations team on best practices, company policies and service excellence standards.
  • Developed lucrative relationships with clients to promote future business opportunities.
  • Developed, implemented, and updated departmental policies and procedures to meet business objectives and goals.
  • Coordinated meetings with vendors and negotiated contract terms.
  • Communicated clear action plans to optimize results and successfully execute operational activities.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reported issues to higher management with great detail.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Controlled costs to keep business operating within budget and increase profits.
  • Managed and motivated employees to be productive and engaged in work.
  • Improved safety procedures to create safe working conditions for workers.
  • Improved marketing to attract new customers and promote business.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Launched quality assurance practices for each phase of development
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Developed detailed plans based on broad guidance and direction.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Director of Call Center Operations / Accounts Receivable

VSA Prospecting Inc.
Haddon Township, USA
01.2020 - 12.2022
  • Oversaw accounts receivable, implementing structured follow-up and collections processes to enhance revenue cycle management.
  • Developed training programs for new hires to improve service delivery standards.
  • Managed daily operations of call center teams, ensuring seamless workflow efficiency.
  • Implemented quality assurance processes to uphold customer satisfaction benchmarks.
  • Analyzed call center metrics to identify operational improvement areas.
  • Coached and mentored call center staff, maximizing performance and customer satisfaction outcomes.
  • Collaborated with departments to resolve customer issues promptly and efficiently.
  • Drafted budgets and forecasts based on sales volume trends and consumer demand.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Supervised 10 managers in providing excellent customer service to clients requiring assistance for lead generation and B2B issues.
  • Monitored call quality and provided individual constructive feedback to managers to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Created team rotations to man center effectively during peak hours.
  • Developed process controls and metrics for daily management of call center.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Created organized filing system to manage department documents.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Built and managed processes for tracking and monitoring department performance.
  • Created reports, presentations and other materials for executive staff.
  • Negotiated and executed contracts on behalf of department.
  • Completed bi-weekly payroll for 50 employees.
  • Coordinated office events, seminars and meetings for staff and clients.
  • Organized and updated databases, records and other information resources.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Call Center Director

Radial Inc.
Melbourne, USA
01.2015 - 12.2019
  • Led five managers and five team leads to enhance performance of 200 multilingual agents.
  • Oversaw daily call center operations, including staffing, training, scheduling, and budgeting.
  • Developed leadership through structured coaching and performance reviews to elevate team capabilities.
  • Implemented new technologies to streamline call handling processes and improve service quality.
  • Analyzed performance metrics to identify improvement areas and increase customer satisfaction ratings.
  • Facilitated regular team meetings to promote communication and teamwork among staff members.
  • Ensured compliance with industry regulations regarding privacy protection and workplace safety.
  • Investigated customer complaints to identify root causes and implement corrective actions.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Created team rotations to man center effectively during peak hours.
  • Trained team members on performance metrics and consumer behavior identification.
  • Monitored budget and utilized operational resources.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Defined, implemented, and revised operational policies and guidelines.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Analyzed business operations and implemented strategies to improve operational cohesiveness.
  • Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Analyzed customer feedback and identified areas for improvement to drive business success.
  • Established and monitored quality assurance standards to achieve operational excellence.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Reported issues to higher management with great detail.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Supervised 50 supervisors in providing excellent customer service to callers requiring assistance for customer service and escalating issues.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Built and managed processes for tracking and monitoring department performance.
  • Negotiated and executed contracts on behalf of department.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Completed bi-weekly payroll for 25 employees.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Created organized filing system to manage department documents.
  • Coordinated office events, seminars and meetings for staff and clients.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Developed process controls and metrics for daily management of call center.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Created reports, presentations and other materials for executive staff.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Organized and updated databases, records and other information resources.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Improved office operations by automating client correspondence, record tracking and data communications.

Customer Service Specialist / Supervisor

Radial Inc.
Melbourne, USA
11.2011 - 12.2014
  • Provided customer support for major consumer brands, enhancing customer satisfaction and loyalty.
  • Managed order processing, returns, and escalations using Salesforce and Oracle Cloud, ensuring timely resolution.
  • Supported new hire training and developed QA documentation to improve onboarding efficiency.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Responded to customer requests for products, services, and company information.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Sought ways to improve processes and services provided.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and backed up other customer service managers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Created and maintained detailed database to develop promotional sales.
  • Cross-trained and provided backup support for organizational leadership.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained staff on operating procedures and company services.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Implemented and developed customer service training processes.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
  • Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
  • Analyzed product information to verify accuracy and drive corrective actions to closure.
  • Investigated and resolved pricing and database issues to maintain accuracy and efficiency of quotes and turn-around times.
  • Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
  • Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
  • Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 25% .
  • Audited customer support procedures and collaborated regionally to promote standardization across offices.
  • Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
  • Generated status and performance reports to facilitate continuous improvement.
  • Solved database and pricing issues to reduce company expenditures 17%.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Completed complex project management tasks on time and under budget to meet department goals.
  • Created customer support strategies to increase customer retention.
  • Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Corrected customer order inconsistencies to support accounting with accurate financial reporting.
  • Generated, compiled and distributed reports of sales leads and up-sell opportunities.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
  • Led and executed customer support team strategy to reach company support goals.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
  • Maximized productivity by supervising, mentoring and scheduling team of 100 customer support personnel to meet organizational and operational objectives
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.

Education

B.A. - Business Management

University at Buffalo
Buffalo, NY

A.S. - Liberal Arts

Erie Community College
Williamsville, NY

High School Diploma -

St. Jean Baptiste High School
New York, NY

Skills

  • Call center leadership
  • Workforce management
  • Performance optimization
  • KPI development
  • Process improvement
  • P&L oversight
  • Operations strategy
  • Compliance management
  • Cross-functional leadership
  • Data analytics
  • Salesforce CRM
  • Telephony systems
  • Talent development
  • Client success

Certification

Notary Public, Florida

Languages

  • French
  • Spanish
  • English, Bilingual
  • French, Bilingual
  • Spanish, Intermediate

Core Leadership Competencies

  • Operations Strategy & Execution
  • Regulatory Compliance Management
  • Call Center & Multi-Site Leadership
  • Workforce Planning (150+ Staff)
  • Performance Optimization
  • P&L Oversight
  • Process Improvement
  • Audit & Risk Mitigation
  • KPI Development
  • Telephony & CRM Systems
  • Data Integrity
  • Cross-Functional Leadership
  • Training & Talent Development

Timeline

Assistant Manager of Operations

Tang & Company
01.2023 - 02.2026

Director of Call Center Operations / Accounts Receivable

VSA Prospecting Inc.
01.2020 - 12.2022

Call Center Director

Radial Inc.
01.2015 - 12.2019

Customer Service Specialist / Supervisor

Radial Inc.
11.2011 - 12.2014

B.A. - Business Management

University at Buffalo

A.S. - Liberal Arts

Erie Community College

High School Diploma -

St. Jean Baptiste High School

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JOAN VERELLA