Katrina Sevin
Londonderry,NH
Summary
Resourceful professional with over 10 years of experience enhancing business operations and supporting executive leadership. Expert in managing complex schedules, coordinating high-priority projects, and organizing workflows while maintaining confidentiality. Demonstrates strong organizational skills and a proactive approach to balancing competing priorities, ensuring smooth operations and anticipating needs effectively.
Overview
23
23
years of professional experience
Work History
Service Operations Manager
EXCEL MECHANICAL
2024.06 - 2026.02
- Managed daily operations for a $1.5 million service department, with direct oversight of Call Center and Customer Service operations, staffing, scheduling, and workforce coordination. Led and supported customer service teams through ongoing training, coaching, performance management, and development to ensure high-quality service and achievement of departmental goals.
- Monitored and analyzed key performance indicators (KPIs), including productivity, service levels, quality, customer satisfaction, and operational performance, using results to identify trends, address performance gaps, and drive continuous improvement. Oversaw quality assurance initiatives, resolved complex customer issues, and implemented process improvements that increased efficiency and strengthened the overall customer experience.
- Partnered with leadership on resource allocation, project planning, workflow management, and operational priorities, ensuring teams remained aligned and initiatives were executed accurately and on schedule. Recognized for strong organizational and leadership skills, attention to detail, and the ability to effectively manage multiple high-priority initiatives in a fast-paced environment.
General Manager
High Point Mechanical
2014.08 - 2024.02
- Directed daily operations for a commercial food equipment repair company, overseeing technician and customer service teams, scheduling, dispatch, quality assurance, workflow management, and overall service delivery. Provided hands-on leadership through training, coaching, performance management, and resource planning while ensuring teams consistently met operational and customer service expectations.
- Owned operational performance through ongoing tracking and analysis of KPIs, including technician productivity, response and completion times, service quality, customer satisfaction, workload, and staffing efficiency. Monitored financial performance, including revenue, labor costs, expenses, margins, and resource utilization, and used operational and financial data to identify opportunities, manage costs, improve productivity, and support business growth.
- Led customer service operations, managing staffing requirements, escalations, complex customer issues, and initiatives focused on customer satisfaction and retention. Partnered with project management and senior leadership to coordinate resources, plan equipment installations and repairs, prioritize workflows, and execute projects accurately and efficiently.
- Identified operational inefficiencies and implemented process improvements designed to increase productivity, strengthen service standards, improve customer experience, and support profitability. Recognized for effective team leadership, strong business acumen, attention to detail, and the ability to manage competing operational, financial, and customer priorities in a fast-paced environment.
Operations Manager
The Galleria Salon & Day Spa
2003.01 - 2008.01
- Ensure facility operates according to all safety and regulatory
- Guidelines. Cultivated long-term client relationships, resulting in increased business opportunities.
- Identified and developed additional business opportunities through referrals and networking.
- Recruited, supervised, and developed salon personnel to enhance team performance.
Education
Some College - Business Management
NHTI
ConcordSkills
- Operations Management & Process Improvement
- Call Center & Customer Service Management
- KPI Tracking, Reporting & Performance Management
- Data Analysis & Performance Metrics
- Power BI & Dashboard Reporting
- Financial Performance & P&L Management
- Budgeting, Cost Control & Financial Reporting
- Workforce Planning, Scheduling & Resource Allocation
- Team Leadership, Training & Coaching
- Employee Development & Performance Management
- Project Management & Workflow Optimization
- Client & Account Relationship Management
- Service Delivery & Quality Assurance
- Inventory & Asset Management
- Accounts Receivable & Payable
- Microsoft Excel & Microsoft Office
- Mondaycom & Google Workspace
- Recruiting & Staffing
Timeline
Service Operations Manager
EXCEL MECHANICAL
2024.06 - 2026.02
General Manager
High Point Mechanical
2014.08 - 2024.02
Operations Manager
The Galleria Salon & Day Spa
2003.01 - 2008.01
Some College - Business Management
NHTI