Joshua Fields
Summary
Experienced Operations Manager with a proven track record in optimizing processes and maintaining billing accuracy at Careington International, Inc. Skilled in training and leading teams, resolving conflicts, and conducting audits to enhance service delivery and compliance standards. Dedicated to building effective teams and achieving strategic goals through innovative problem-solving, and strong communication.
Overview
19
19
years of professional experience
Work History
Operations Manager (Production & QA)
Careington International Inc.
01.2016 - Current
- Streamlined operational systems, processes, and policies to enhance efficiency.
- Oversaw all billing and commission aspects, ensuring accuracy in operations.
- Executed daily, weekly, and monthly billing functions without errors.
- Completed daily, weekly, and monthly audit reports systematically.
- Delivered training and coaching to team members on systems and procedures.
- Monitored requests and internal communications to address escalated issues effectively.
- Coordinated with financial institutions for credit card and ACH renewals as needed.
- Assisted compliance with BBB complaints and Attorney General inquiries.
- Led departmental meetings to discuss workflow, production, and provide feedback to improve the issues or processes. Communicated with the IT Department to resolve errors and recommend system enhancements.
Agent Administration Specialist
Careington International
01.2013 - 01.2016
- Managed Agent Support Phone Line and e-mail inbox to enhance responsiveness.
- Created comprehensive Agent Records and Portfolios for streamlined information access.
- Completed daily requests and maintained spreadsheets for efficient client service.
- Validated commission reports and membership listings to ensure accuracy.
- Generated End of Month reports to verify correct commission assignments and payments.
- Delivered customized reports to Clients and Agents for improved transparency.
- Assisted Operations team by managing daily queues and resolving pending requests.
- Served as subject matter expert for QBI and VSP, providing support to internal departments.
Member Services Supervisor
Careington International
01.2012 - 01.2013
- Supervised 10-12 MSRs in Call Center to foster excellence in member services.
- Conducted daily, weekly, and monthly coaching sessions to enhance personnel performance.
- Resolved customer complaints and escalations through effective phone and email communication.
- Collaborated with Call Center Managers to implement operational enhancements.
- Submitted daily attendance and weekly timecards for MSRs to Management/HR.
- Facilitated new hire training as interim Call Center Trainer during staffing transition.
Sales Team Supervisor
Herbalife International
01.2007 - 01.2011
- Recruited and trained new distributors to enhance sales capabilities.
- Exceeded monthly sales quotas through various methods, including retail management.
- Executed door-to-door invitations to schedule product presentations.
- Conducted product demonstrations in-office and at client locations to generate new sales and recruits.
- Facilitated client attainment of weight management and health objectives.
- Gained experience in personal relations, sales, marketing, financial management, cash handling, and client follow-up.
Education
High School Diploma -
Centennial High School
Frisco, TX05-2007
Herbalife International
Dallas, TXSkills
- Operational efficiency
- Billing accuracy
- Audit reporting
- Team training
- Compliance assistance
- Customer relationship management
- Process improvement
- Data analysis
- Conflict resolution
- Performance reporting
- Systems implementation
- Planning and implementation
Timeline
Operations Manager (Production & QA)
Careington International Inc.
01.2016 - Current
Agent Administration Specialist
Careington International
01.2013 - 01.2016
Member Services Supervisor
Careington International
01.2012 - 01.2013
Sales Team Supervisor
Herbalife International
01.2007 - 01.2011
High School Diploma -
Centennial High School
Herbalife International