Judy M. Weissberg
Columbia,MD
Summary
Highly motivated and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Successful at implementing strategic approaches to drive profitability. Recognized for performance excellence in operations and customer care. Insightful Project Manager dedicated to identifying and cultivating team members' skills and talents. Polished in implementing continuous enhancements and building and maintaining accurate project budgets. Focused and driven team player practiced in leading multiple simultaneous projects leveraging proven project management tools.
Overview
21
21
years of professional experience
Work History
Operations Manager
Blue Dot Heating, Air Conditioning & Plumbing
Forest Hill , MD
02.2023 - Current
- I was hired to assist in revamping this $45 million operation, which consisted of 3 Service Managers, an Installation Manager, Call Center Manager, and 170 employees.
- Manage operations staff by providing guidance, training, and support in order to meet company objectives.
- Monitor and improve efficiency of processes, team performance, and customer service by setting work priorities and performance management.
- Analyze data from daily reports to identify trends in performance metrics.
- Work closely with the Sales Manager to ensure a smooth, efficient operation in conjunction with our Install Department.
- Directly oversee 4 dispatchers to ensure the appropriate technician is sent for the type of service requested, as well as ensuring that customers are receiving service when requested.
General Manager
Sears Home Services
Melville , NY
04.2019 - 05.2022
- Oversee the NYC and Pittsburgh/Cleveland districts which includes 4 Territory Managers and 125 service technicians
- Establish clear performance goals and metrics for revenue, P&L, and customer satisfaction levels.
- Enhance operational performance by developing effective business strategies, systems and procedures.
- Analyze weekly and monthly performance trends (revenue, cost management, profitability, customer satisfaction) and recommend strategic solutions to improve business performance and meeting Field Controllable Profit (FCP) goals.
- Ensure Territory Managers are working cohesively to maximize overall district performance and customer satisfaction by building solid working relationships & teamwork.
- Ensure district compliance to all applicable laws, regulations, and company policies, company values and code of conduct.
Territory Manager
Sears Home Services
Linthicum Heights , MD
05.2010 - 05.2019
- Was responsible for the leadership of an in-home technical workforce which included 32 technicians out in the field repairing residential appliances in the Maryland & DC area.
- Responsible for reviewing customer metric data and developing plans to improve customer satisfaction levels.
- Analyzed performance trends and developed and recommended strategic solutions to improve business performance and meet EBITDA goals
- Ensured compliance to all applicable laws, regulations and company policies and values.
- Responsible for recruiting, hiring and performance managing all direct reports.
- Trained associates to help facilitate their product knowledge/technical skills, customer service skills & business literacy.
- Fostered positive employee relations through monthly team meetings, ride alongs, frequent phone contact and recognition.
Routing Manager
Sears Home Services
Columbia , MD
02.2007 - 05.2010
- Responsibilities included working in a call center environment overseeing dispatch for the Sears in-home technical workforce in Connecticut, New York City and Upstate New York areas.
- Managed a staff of 25 clerical associates who used a computer-aided routing program to route over 400 technicians.
- Was responsible for managing all activities related to the routing of service appointments to ensure that customers received service when requested and that the routes were constructed in the most cost effective manner.
- Provided ongoing analysis of metrics to help maximize tech efficiency and help improve customer satisfaction levels.
Operations Manager
Genco Distribution System Inc.
Columbia , MD
12.2003 - 02.2007
- Responsibilities included managing the Traffic/YMS and Customer Service Office for the Direct Delivery Channel for large appliances.
- Assisted in the coordination of approximately 100 outbound shipments per day to over 200 Sears retail stores and 17 home delivery operations in the Northeast region
- Established organizational vision and developed strategies to achieve daily goals.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
Education
Bachelor of Arts - Psychology
State University of New York
Stony Brook, NYSkills
- Operations Management
- Performance Management
- Leadership and team building
- Communication skills
- Client relationships
- development
Timeline
Operations Manager
Blue Dot Heating, Air Conditioning & Plumbing
02.2023 - Current
General Manager
Sears Home Services
04.2019 - 05.2022
Territory Manager
Sears Home Services
05.2010 - 05.2019
Routing Manager
Sears Home Services
02.2007 - 05.2010
Operations Manager
Genco Distribution System Inc.
12.2003 - 02.2007
Bachelor of Arts - Psychology
State University of New York
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