Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Clifford Jones

Chicago,IL

Summary

An experienced and diverse leader offering well-developed skills in operations, leadership, planning, and business development. Recognized for creating, delivering, and implementing solutions that align with business strategies and objectives, improving business performance, reducing overhead, generating revenue, and mitigating risks.


Highly accomplished in conducting research, customer retention, building relationships, improving operational efficiency and productivity, and coaching/mentoring team members. Adept in strategic and tactical planning, staff and team growth, and operational efficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Operations Manager

OnDemand Movers USA
06.2022 - Current
  • Oversees, hires, mentors, and leads team of 17, establishing KPIs and ensuring alignment with company vision and goals
  • Collaborates with senior leadership, managing budget of $1.75M handling forecasting and spend
  • Plans, schedules, dispatches, and monitors quality assurance throughout move process, reducing customer complaints and disputes by 90%
  • Builds and nurtures relationships with potential customers, converting 83% of inbound leads to booked clients
  • Consistently meets monthly revenue and profit project through consistent customer checks, trainings, ensuring SOPs are in alignment with company goals
  • Generates $15K in new business MoM through organic and paid outreach efforts.
  • Completed biweekly payroll for 50+ team members

Customer Success/Vendor Coordinator

First Look Appraisals
03.2019 - 01.2021
  • Oversaw, trained, and led team of 8, improving communication and reducing turnover
  • Served as subject matter expert and first trainer for SOPs and new procedures, increasing adaptation and continuity of information throughout teams
  • Created and implemented new templates, implementing throughout entirety of company
  • Analyzed trends and customer issues, creating processes, policies, and products to enhance appraisal experience and increase customer retention to 92%.
  • Managed vendor(appraisers) performance to maximize profitability and achieve financial objectives
  • Cultivated strong relationships with vendors and partners supporting administrative operations
  • Identified opportunities to streamline processes and improve office operations and efficiency

Assistant Operations Manager

Motivate LLC
01.2021 - 06.2022
  • Directed, mentored, and led team of 40, establishing in collaboration with senior leadership KPIs and professional growth goals
  • Implemented and led trainings for new hires, translating technical verbiage to business terminology
  • Led cross functional collaboration projects across operations, bike fleet, and other departments to ensure timely and productive workflows for continuous operational improvement, keeping bike availability at 95%
  • Spearheaded and streamlined shift operations, reducing tardiness by 33% and increasing retention
  • Identified issues and risks, proactively finding solutions to maximize efficiency and revenue
  • Created and implemented marketing for business opportunity, receiving total adaptation
  • Decreased overtime by 33% through implementing procedures and improving SOPs.
  • Monitored key performance metrics to identify areas for improvement
  • Developed systems and procedures to improve operational quality and team efficiency

Branch Service/Operations Supervisor

Morgan Services
04.2014 - 02.2019
  • Directed and led team of 16, improving overall retention through implementing KPIs
  • Decreased department overtime by more than 8% through implementing trainings and improving scheduling
  • Streamlined processes procedures to decrease branch’s material input by more than 38%
  • Increased retention to 94% of top 50 highest revenue generating customers through
  • Evaluated team member performance and productivity, provided coaching, feedback and implemented corrective actions
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
  • Analyzed department metrics and performance and reported findings to management
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
  • Collected customer feedback and made business adjustments to improve retention and satisfaction
  • Completed bi-weekly payroll for [14] employees

Education

Associate of Applied Science - Business Management/Administration

Roosevelt University
Chicago, IL

Organization Behavior: Business Leadership

Northwestern University
Evanston
12.2024

Skills

  • Leadership/Coaching
  • Business Development,
  • Cross Functional Team Leadership
  • Recruiting/Hiring
  • Business Negotiating
  • High Eq
  • Organization
  • Relationship Building
  • Critical Thinking/Decision Making
  • Training
  • Quality Assurance
  • Verbal/Written Communication
  • Active Listening
  • Microsoft Office Suite
  • QuickBooks
  • Communications Software (Slack, Google Duo, Zoom, MS Teams)
  • Tableau
  • Alliant Systems
  • Customer Relationship Management/Customer Retention
  • Continuous Improvement
  • Conflict Resolution/Mediation

Affiliations

Member of Delta Mu Delta International Honor Society in Business


Achieved membership into Roosevelt University’s Heller College of Business Student Advisory Board

Certification

Google Coursera PMP Certificate: Expected August 2023

Timeline

Operations Manager

OnDemand Movers USA
06.2022 - Current

Assistant Operations Manager

Motivate LLC
01.2021 - 06.2022

Customer Success/Vendor Coordinator

First Look Appraisals
03.2019 - 01.2021

Branch Service/Operations Supervisor

Morgan Services
04.2014 - 02.2019

Associate of Applied Science - Business Management/Administration

Roosevelt University

Organization Behavior: Business Leadership

Northwestern University

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Clifford Jones