LEMIRA FRASUR
Butler,PA
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Operations Manager/Service Manager
United Rentals
Butler, PA
10.2024 - Current
- Streamlined operations by implementing process improvements across multiple departments.
- Led cross-functional teams to enhance service delivery and customer satisfaction.
- Developed and executed strategic plans to optimize equipment utilization and cost efficiency.
- Mentored staff in best practices for safety compliance and operational excellence.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Inside Sales Representative and Dispatcher
United Rentals
02.2020 - Current
- Maintained up-to-date knowledge of company products and services
- Engaged with customers in an enthusiastic manner to drive sales
- Achieved personal sales and profitability goals by consistently and proactively engaging guests in company sales process procedures
- Collaborated with other sales associates to develop strategies to increase sales
- Shared product knowledge with customers, explaining the features, values, and benefits of each product
- Developed and implemented strategies to maximize customer satisfaction
- Maintained an orderly appearance throughout the sales floor
- Ensured store cleanliness and overall presentation of merchandise
- Increased in-store sales
- Utilized customer feedback to improve customer experience
- Used information gathered daily to uncover problems or issues and act quickly to resolve them
- Drove sales by engaging customers with relevant product suggestions and sharing product knowledge
- Educated customers on product features and benefits, leading to increased sales
- Assisted in training new sales associates, fostering a positive work environment by consistently treating all employees and customers with respect and kindness
- Demonstrated exceptional customer service and communication skills
- Utilized problem solving skills to address customer needs and concerns
Inside Sales Representative and Dispatcher
Coach USA/Butler Motor Transit
07.2018 - 02.2020
- Developed and implemented emergency response protocols
- Managed stress and maintained composure in high-pressure situations
- Performed administrative duties as needed
- Provided support to callers in crisis situations
- Utilized computer-aided dispatch system (CAD) to accurately track and document calls
- Communicated with callers in a clear and concise manner
Customer Service and Trainer
Aetna/Coventry Health Care
08.2013 - 07.2018
- Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner
- Received numerous customer service awards with respect to quality and accuracy, high turnover rates, and increased customer renewals
- Maintained quality control standards, seeking new ways to improve customer service
- Demonstrated a strong record of accomplishment when collaborating with cross-functional and cross-cultural teams
- Worked with customers in past due status to negotiate solutions that enabled uninterrupted service
- Maintained professional relationships with client contacts to ensure top-notch customer service
Education
Bachelor of Arts - communications
La Roche College
Pittsburgh, PA05-1990
Skills
- Complaints
- Management
- Quality Assurance
- Customer Retention
- Team Management
- Sales Negotiation
- Inbound Calls
- Outbound Calls
- Client Liaison
- Filing
- Medicare
- Test
- Fast Learner
- Nurturing the customers
- Payment Processing
- Follow-up
- Customer Engagement
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Operational efficiency
Timeline
Operations Manager/Service Manager
United Rentals
10.2024 - Current
Inside Sales Representative and Dispatcher
United Rentals
02.2020 - Current
Inside Sales Representative and Dispatcher
Coach USA/Butler Motor Transit
07.2018 - 02.2020
Customer Service and Trainer
Aetna/Coventry Health Care
08.2013 - 07.2018
Bachelor of Arts - communications
La Roche College