Joi-Nel Harris
Bellport,New York
Summary
Experienced Director of Operations with a strong record at ADS Management, specializing in strategic development and team collaboration. Proven ability to enhance operational efficiency and client satisfaction, resulting in improved financial performance and enduring partnerships. Expertise in facility operations and leadership training drives continuous improvement and innovation in service delivery.
Overview
12
12
years of professional experience
Work History
Director of Operations
NBM Facilities
Staten Island, New York
05.2024 - Current
- Architect customer service strategies and implement a robust quarterly maintenance program, enhancing client satisfaction and operational efficiency
- Orchestrate end-to-end work order management, from initiation to invoicing, ensuring seamless execution and improved financial performance
- Facilitate smooth onboarding of new clients, expertly navigating contract negotiations and fostering long-term partnerships
- Lead transformative initiatives in operations management, consistently delivering measurable results and driving company growth
- Pioneered strategic KPI framework for startup, driving operational excellence and fostering client relationships through innovative process optimization
Director of Strategic Account Management
ADS Management
Westhampton Beach, New York
06.2020 - 04.2024
- Led remote team of Customer Service Representatives and Account Managers, providing guidance and performance management to meet service level targets and boost productivity
- Orchestrated cross-functional partnerships to align customer service strategies with broader organizational goals, resulting in improved client retention and satisfaction
- Implemented targeted performance management techniques, significantly boosting team productivity and elevating the quality of customer interactions
- Pioneered customer service initiatives that transformed client experiences, leading to the successful retention of the company's most valuable accounts
- Analyzed key performance indicators to identify trends, driving operational efficiency and implementing targeted improvements in team productivity and service quality
National Accounts Team Manager
Legacy Group
Bellport, New York
07.2019 - 02.2020
- Secured proposals and submitted client RFPs, ensuring alignment with customer expectations and requirements
- Strengthened and maintained customer relationships, preventing contract loss and driving revenue growth
- Designed and implemented new processes to boost operational efficiency, with a focus on customer service excellence
- Monitored and supported team workloads, stepping in where needed to meet customer demands and ensure optimal performance
- Demonstrated a strong sense of urgency in resolving issues, consistently prioritizing customer satisfaction
- Developed and introduced a Standard Operating Procedure (SOP) to enhance emergency work order management, improving responsiveness and service quality
Client Team Manager
FrontStreet Facility Solutions
Bohemia, New York
02.2013 - 06.2019
- Pioneered after-hours call center implementation, enhancing emergency response capabilities and strengthening client relationships
- Optimized operations, consistently meeting profit targets with high client satisfaction
- Monitored employee productivity and offered targeted training, resulting in enhanced overall customer experience and increased operational efficiency
- Demonstrated expertise in resolving escalated client issues, leveraging problem-solving skills to maintain strong customer relationships and loyalty
- Mentored and trained team members, enhancing productivity and customer experience through targeted skill development and performance monitoring
- Fostered a team-oriented environment, promoting cross-functional cooperation to streamline processes and boost overall operational efficiency
- Cultivated team excellence through targeted training and performance monitoring, elevating overall customer experience and operational efficiency
- Analyzed employee performance data to identify training needs, resulting in improved customer experience and operational efficiency
Education
Business Management -
Katharine Gibbs Schools
New York07.1998
Skills
- Remote Call Center Management
- Employee Performance Assessment
- Key Performance Indicator Evaluation
- Customer Service Strategy
- Cross-Functional Collaboration
- Issue Resolution Management
- Strategic Analytical Skills
- Client Retention Strategies
- Contractual Compliance Management
- Process Coordination
- Strategic Development
- Collaborative Team Management
- Facility Operations Management
- Leadership training
Phone - Number
631.882.0896
Timeline
Director of Operations
NBM Facilities
05.2024 - Current
Director of Strategic Account Management
ADS Management
06.2020 - 04.2024
National Accounts Team Manager
Legacy Group
07.2019 - 02.2020
Client Team Manager
FrontStreet Facility Solutions
02.2013 - 06.2019
Business Management -
Katharine Gibbs Schools
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