Hi, I’m
Julia Smith
Broadway,NC
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence. As a seasoned management professional, successful at establishing excellent working relationships with customers, employees, vendors and contractors.
Overview
10
years of professional experience
Work History
Dish Network Corp
Business Operations Manager
11.2021 - 09.2023
Job overview
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Recruited, hired, mentored and trained 8 staff on business procedures, policies, duties and customer care methods.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Initiated and boosted relationships with various wholesalers to deliver on-trend payment products and services for customers.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained new employees on proper protocols and customer service standards.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
United States Naval Reserves
Logistics Specialist
07.2019 - 07.2023
Job overview
- Coordinated incoming and outgoing shipments to maintain schedules.
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Built long-term relationships due to prompt and courteous service.
- Issued timely and accurate responses to both internal and external inquiries.
- Worked with customers to integrate processes and correct issues.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Tracked and managed transfer paperwork such as packing lists.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Provided customers with status updates for tracked packages.
- Achieved team goals by guiding employees in coordinating and deploying best practices.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Validated inventory levels and updated systems using handheld devices.
- Detected and resolved multifaceted issues related to business direction and operations.
- Streamlined office operations using automation, oversaw client communications, managed record tracking and data communication activities.
- Minimized process discrepancies by spearheading budget, supervising staff and controlling inventory and supply management.
- Oversaw complex projects for senior leaders by ensuring timely and cost-effective delivery.
- Reviewed pricing structures and conducted negotiations to obtain favorable rates and conditions.
Maximus
Workforce Manager (Consulting-Based)
11.2021 - 08.2022
Job overview
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Improved revenue growth for 6 client divisions by fostering strategic partnerships, effective employee engagement and KPI management.
- Managed remote teams with P&L accountability of up to $2.85 in annual revenue.
Maximus
Workforce Manager
07.2019 - 11.2021
Job overview
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Improved revenue growth for 6 client divisions by fostering strategic partnerships, effective employee engagement and KPI management.
- Increased employee engagement survey results by 36% over previous year.
- Managed remote teams with P&L accountability of up to $2.85B in annual revenue.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Liaised between multiple business divisions to improve communications.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Recruited top talent to maximize profitability.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
Conley Works LLC
HR Manager (Consulting-Based)
08.2018 - 03.2021
Job overview
- Managed employee disputes by employing conflict resolution techniques.
- Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Managed a team consisting of multiple specialists handling benefits, compensation, recruiting/staffing, and training/development.
- Supervised and mentored direct reports and developed talented HR teams.
- Created vision and goals for HR team and motivated staff to achieve excellence in customer support and core HR processes.
- Implemented performance reviews and motivational strategies to elevate HR team results.
United States Navy, USN
Aviation Electronics Technician
06.2013 - 07.2019
Job overview
- Set up and operated precision test equipment for alignment, troubleshooting and testing of electrical equipment and systems.
- Installed electrical and electronic components and assemblies.
- Adjusted, repaired and replaced malfunctioning components or assemblies.
- Maintained in-depth knowledge of standards, procedures and instrumentation.
- Conducted preventive maintenance and repairs on wire bundles, connectors, RF cables and fiber-optic lines for avionics and weapons integration lab equipment.
- Coordinated work with engineers, technicians and other aircraft maintenance personnel.
- Assessed aircraft electrical systems to evaluate proper functioning.
- Evaluated, specified, ordered, tested, configured and tracked aircraft and lab assets for company requirements.
- Troubleshot H-60 & MH-53 avionic systems and restored lab simulator functionality in event of failure or component discrepancies.
- Interacted with customers during H-60 & MH-53 process and assisted with troubleshooting and development modifications.
- Completed quality assurance checks for service work and completed documentation outlining updates.
- Performed thorough visual and physical inspections of all electrical parts.
- Performed scheduled and unscheduled inspections to check flight readiness of aircraft.
Conley Works LLC
Supply Chain Manager
02.2018 - 08.2018
Job overview
- Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
- Supervised 12 staff members tasked with handling materials management, planning, purchasing, and customer service duties.
- Improved, standardized and documented planning and scheduling processes.
- Monitored and tracked supplier performance to enforce adherence to quality standards and established timelines.
- Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
- Streamlined shipping and receiving operations to reduce errors and improve customer satisfaction.
- Integrated financial and operation plans with strategic objectives to deliver improved operational and financial results to boost customer satisfaction, profitability, and working capital.
- Monitored supplier performance for compliance with contract terms and quality standards.
- Oversaw demand planning, purchasing, and logistics.
- Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
- Applied insights of global economics and marketing to implement pricing strategies and channels.
Education
Arizona State UniversityTempe, AZ
Bachelor of Science from Finance
05.2017
Arizona State UniversityTempe, AZ
Bachelor of Science from Business Management
05.2017
Skills
- Advertising Campaign Development
- Contracts and Negotiations
- Business Workflows
- Leadership
- Excellent Written and Oral Communication
- Document Management System Software
- Desktops, Laptops and Mobile Devices
- Business Development
- Motivational Leadership
- NICE, Genesys, Workday, ADP, SuccessFactors, HomeBase
- Microsoft Suite, Google Suite, Teams, GoogleMeet, Zoom
- Operations Management
- Budgetary Reviews
- Records Organization and Management
- Project Management
- Business Planning and Strategy
Timeline
Business Operations Manager
Dish Network Corp
11.2021 - 09.2023
Workforce Manager (Consulting-Based)
Maximus
11.2021 - 08.2022
Logistics Specialist
United States Naval Reserves
07.2019 - 07.2023
Workforce Manager
Maximus
07.2019 - 11.2021
HR Manager (Consulting-Based)
Conley Works LLC
08.2018 - 03.2021
Supply Chain Manager
Conley Works LLC
02.2018 - 08.2018
Aviation Electronics Technician
United States Navy, USN
06.2013 - 07.2019
Arizona State University
Bachelor of Science from Finance
Arizona State University
Bachelor of Science from Business Management
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