Joanna Hecker
Philadelphia,PA
Summary
Results-driven professional with 6 years of experience in operations and account management. Proven track record in improving operational processes, managing global teams, and enhancing customer satisfaction. Seeking a challenging role as an Operations Manager to leverage skills in team development, project management, and efficient service delivery.
Overview
7
7
years of professional experience
Work History
Operations Manager
Groupon
03.2022 - 08.2023
- Directed operational processes and escalated procedures, identifying service delivery enhancement opportunities and adding value to customer relationships
- Cultivated and managed a global team, restructuring the workforce post-pandemic, which included the recruitment of 4 new team members during a hiring freeze
- Launched innovative tools and automated processes to combat manual tasks, improving service level agreements (SLAs) and turnaround times by 40%
- Spearheaded a project to centralize all operational documentation, implemented key performance indicators (KPIs) and SLAs, and facilitated ongoing learning and development opportunities, contributing to a 20% increase in new business opportunities.
Operations Support Manager
Sodexo, GSK
07.2017 - 03.2021
- Managed operations and event coordination, fostering effective communication to enhance team performance and morale; crafted individual growth plans for staff development
- Orchestrated project management for the Meeting Services team, implementing process improvements for cost-effectiveness
- Fostered and nurtured client relationships to guarantee top-tier service satisfaction, tracking customer feedback trends to drive continuous improvement strategies
- Led change management initiatives, improving productivity KPIs through safety and procedure trainings, as well as conducting regular site safety audits.
Conference Center Coordinator
Sodexo, GSK
05.2016 - 07.2017
- Orchestrated high-level conference goals, event planning, and scheduling, showcasing adeptness in managing a reservation system inclusive of video teleconferences coordination for all Eastern NORAM sites
- Implemented QA testing for new scheduling software set for global deployment, while efficiently coordinating special events for the US Corporate Headquarters
- Enhanced inter-departmental communication between teams managing catering, audio-visual elements, and room setup, while meticulously organizing logistics and materials for each meeting, ensuring detailed note-taking and dissemination to key stakeholders.
Education
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT
University of Phoenix
2020
BACHELOR OF FINE ARTS - DANCE AND PSYCHOLOGY
Temple University
2013
Skills
- Team Leadership
- Project Management
- Change Management
- Continuous Improvement Lean 6σ
- Event Planning and Management
- Salesforce
- Zendesk
- Confluence
Personal Interests
- Traveling the world one wine region at a time
- Ex-professional dancer
- Savant of mimicking accents
Timeline
Operations Manager
Groupon
03.2022 - 08.2023
Operations Support Manager
Sodexo, GSK
07.2017 - 03.2021
Conference Center Coordinator
Sodexo, GSK
05.2016 - 07.2017
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT
University of Phoenix
BACHELOR OF FINE ARTS - DANCE AND PSYCHOLOGY
Temple University