Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Leonard Davis

Leonard Davis

Newark,DE

Summary

Dynamic operations leader with a proven track record at MRS BPO LLC, enhancing team productivity and driving strategic planning initiatives. Skilled in vendor negotiation and staff training, I successfully improved employee retention rates and streamlined processes, resulting in significant operational cost reductions. Committed to fostering positive workplace culture and achieving business excellence.

Knowledgeable custom apparel servicer with solid background as Owner/Operator. Proven ability to manage operational aspects efficiently and drive business growth through strategic planning and execution. Demonstrated strong leadership and problem-solving skills, consistently ensuring high-quality service and customer satisfaction.

Business professional prepared for a leadership role with extensive experience in managing operations and driving business success. Proven track record of effectively overseeing daily operations, implementing strategic plans, and optimizing resources. Highly focused on team collaboration and achieving results, with a reputation for reliability and adaptability. Expertise in financial management, staff development, and customer relations.

Experienced with managing all aspects of business operations, including financial oversight and strategic planning. Utilizes effective leadership techniques to ensure efficient daily management and team productivity. Track record of fostering strong customer relationships and driving business growth through innovative solutions.

Overview

32
32
years of professional experience

Work History

Owner/Operator

Three Kings Kustoms
08.2019 - Current
  • Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
  • Developed business plan, processes and procedures to provide superior custom service to customers.
  • Kept all building areas and equipment functional and well-organized to promote business performance.
  • Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
  • Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
  • Negotiated contracts with vendors to secure favorable terms for the business.
  • Trained and motivated employees to perform daily business functions.
  • Implemented effective financial management practices, improving cash flow and profitability.
  • Assessed income and expenses and adapted plans to improve profit levels.
  • Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
  • Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
  • Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
  • Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
  • Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
  • Contributed positively to the local community through involvement in various events or charitable organizations.
  • Collaborated with industry partners to expand networking opportunities, fostering mutually beneficial relationships that drove growth for all parties involved.
  • Improved safety standards by regularly reviewing protocols and implementing necessary updates.
  • Implemented sustainable practices, reducing environmental impact.
  • Operated with safety and skill to avoid accidents and delays.
  • Set goals for employees and gave them the tools to achieve those goals with incentives that drove them to success.

Operations Manager

Perfect Foto Christiana
02.2011 - 07.2019
  • Led the company to prominent success in the custom apparel business, taking it from $5,000 to $30,000 plus in sales monthly.
  • Managed budgets effectively, consistently delivering projects on time and within financial constraints.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture, or overall business strategy.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Increased profit by streamlining operations.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Negotiated contracts with vendors and suppliers to obtain the best pricing and terms.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Assisted in recruiting, hiring, and training of team members.

Senior Operations Manager

MRS Bpo LLC
07.2008 - 01.2011
  • Oversaw workforce management planning, volume predictions and capacity planning.
  • Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
  • Managed employee-related issues encompassing labor, turnover and diversity.
  • Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
  • Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Spearheaded process improvements to reduce errors and increase overall quality in operations management.
  • Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
  • Implemented data-driven decision making to inform business strategies and drive operational excellence.
  • Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.

Operations Manager

MRS Bpo LLC
10.2001 - 06.2008
  • 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.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.

Collection Customer Service Representative

Mrs Bpo LLC
04.2001 - 10.2001
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
  • Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
  • Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
  • Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
  • Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
  • Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.
  • Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
  • Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
  • Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.

Customer Service Representative

First Union Bank
03.1999 - 01.2001
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Owner/Operator

Jazzy Java Cafe
04.1993 - 03.1999
  • Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.

Education

Bachelor of Arts - Business Management

Temple University
Philadelphia, PA
05.1994

High School Diploma -

John Bartram High School
Philadelphia, PA
06-1990

Skills

  • Operations management
  • Staff training and development
  • Personnel management
  • Operations oversight
  • Negotiation
  • Inventory management
  • Business operations management
  • Recruiting and hiring

Accomplishments

  • I have been collector of the month numerous times during my tenor with MRS bpo
  • I have been top manager of the month more than 40 times during my tenor with MRS bpo
  • Led a failing business back to prominence and made it a profitable business
  • Hit budgeted goals consistently for over 10 years

Timeline

Owner/Operator

Three Kings Kustoms
08.2019 - Current

Operations Manager

Perfect Foto Christiana
02.2011 - 07.2019

Senior Operations Manager

MRS Bpo LLC
07.2008 - 01.2011

Operations Manager

MRS Bpo LLC
10.2001 - 06.2008

Collection Customer Service Representative

Mrs Bpo LLC
04.2001 - 10.2001

Customer Service Representative

First Union Bank
03.1999 - 01.2001

Owner/Operator

Jazzy Java Cafe
04.1993 - 03.1999

Bachelor of Arts - Business Management

Temple University

High School Diploma -

John Bartram High School

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