Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
OperationsManager

John D. Martin Jr

Summary

Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.

Overview

11
11
years of professional experience

Work History

Operations Manager

Fortune 500
04.2021 - Current
  • Develop strategic action plans and glide paths to achieve client and company based goals
  • Develop and present innovative and effective solutions for current and future client issues and opportunities
  • Work to balance client demands (KPIs), our financials, and employee engagement on a daily, weekly, monthly basis
  • 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.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.

Manager/Supervisor

Fortune 500
12.2018 - 04.2021
  • Managed daily call center operations
  • Developed and implemented staff training and coaching
  • Implemented customer quality procedures
  • Dealt with customer issues in a courteous and timely manner
  • Ensured that rules of conduct were adhered to during each call
  • Monitored and Supervised staff calls for quality assurance purposes while following computer generated lead orders and exhibited courtesy at all times
  • Approved time off requests, timecards and prepared staff schedules
  • Provided initial training for each new call center project
  • Developed productivity metrics and prepared staff performance analysis reports daily, weekly, monthly and quarterly
  • Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
  • Adhered and Implemented company policies
  • Increased overall productivity by conducting regular performance assessments and providing constructive feedback to staff members.
  • Spearheaded process improvements that led to increased efficiency within the department.

Training Facilitator/Trainer

Fortune 500
09.2018 - 12.2018
  • Provided guided training per client request for new hire and training
  • Ensured students received and understood all curriculum in a timely and proficient manner.
  • Assisted with both new hire onboarding and offboarding process and procedures based on company policy
  • Approved time off requests, timecards, as well as hours per schedule.
  • Provided initial training for each new call center project
  • Developed productivity metrics and prepared staff performance analysis reports daily, weekly, monthly and quarterly
  • Documented class attendance and participation and provided feedback to management.
  • Identified areas in need of improvement and implemented solutions.

Customer Service Agent

Fortune 500
03.2018 - 09.2018
  • Handled a high volume of calls regarding customer inquiry
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Answered inquiries by clarifying desired information, researching, locating and providing information
  • Communicate sensitive information tactfully as well through telecommunication.
  • Serve as 3rd party between customers and dealerships i.e. Scheduling appointments, documenting complaints, and assuring any concern is addressed.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.

Team Manager/Trainer

Concentrix (Nike)
08.2015 - 12.2017
  • Managed daily call center operations
  • Developed and implemented staff training and coaching
  • Implemented customer quality procedures
  • Dealt with customer issues in a courteous and timely manner
  • Ensured that rules of conduct were adhered to during each call
  • Monitored and Supervised staff calls for quality assurance purposes while following computer generated lead orders and exhibited courtesy at all times
  • Approved time off requests, timecards and prepared staff schedules
  • Provided initial training for each new call center project
  • Developed productivity metrics and prepared staff performance analysis reports daily, weekly, monthly and quarterly
  • Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
  • Adhered and Implemented company policies
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.

Promoted to Lead Supervisor/Trainer

Triton Technologies
11.2014 - 08.2015
  • Provided initial training for each new call center project
  • Watch queue for calls, answer agent questions as well as help drive performance as needed
  • Create the gap sign-up sheets; recruit for gaps and efforts to fill gaps on board
  • Completed 6 call reviews per shift for all lead or managers
  • Completed all Supervisory tasks assigned (attendance reporting in CATO, shift reports and weekend updates, assigned agent lunches and breaks)
  • Demonstrated strong leadership skills, motivating team members to reach their full potential through coaching and mentoring efforts.
  • Assisted upper management in achieving long-term company objectives with timely execution of key projects.

Inbound Call Center Agent

Triton Technologies
08.2014 - 11.2014
  • Handled a high volume of calls regarding customer inquiry
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Answered inquiries by clarifying desired information, researching, locating and providing information
  • Deliver prepared sales scripts to persuade potential customers to purchase a products or service
  • Determined requirements by working with customers
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests
  • Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
  • Provided exceptional service by actively listening to customer concerns and offering tailored solutions.

Education

Physical Therapy Technician -

Carrington College
Mesa, AZ
07.2011

High School Diploma - undefined

Dobson High School
Mesa, AZ
06.2010

Skills

  • Excellent Customer Service and Communication Skills
  • Proficient at using computers and navigating through multi-screens on dual monitors
  • Proficient with Microsoft Office Suites (Outlook, Word, PowerPoint, Excel, Spreadsheet)
  • I am an effective communicator with a positive attitude
  • Excellent problem solving skills who is accountable
  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service

Accomplishments

  • Promoted to Operations Manager after 3 years with the company.

Timeline

Operations Manager

Fortune 500
04.2021 - Current

Manager/Supervisor

Fortune 500
12.2018 - 04.2021

Training Facilitator/Trainer

Fortune 500
09.2018 - 12.2018

Customer Service Agent

Fortune 500
03.2018 - 09.2018

Team Manager/Trainer

Concentrix (Nike)
08.2015 - 12.2017

Promoted to Lead Supervisor/Trainer

Triton Technologies
11.2014 - 08.2015

Inbound Call Center Agent

Triton Technologies
08.2014 - 11.2014

High School Diploma - undefined

Dobson High School

Physical Therapy Technician -

Carrington College

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John D. Martin Jr