Lillian McCullough
Goodlettsville,TN
Summary
Accomplished Operations Manager with a proven track record at M2CAcademy, enhancing customer satisfaction and streamlining operations. Expert in risk management and operations management, led teams to exceed performance targets through innovative project management and effective team leadership. Skilled in MS Office and conflict mediation, achieved significant improvements in efficiency and staff training outcomes.
Overview
26
26
years of professional experience
Work History
Operations Manager
M2CAcademy
01.2019 - Current
- 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.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at theworkforce to meet dynamic industry demands.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
In Home Daycare
Self
11.2006 - 12.2018
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Provided support and guidance to children in conflict resolution.
- Encouraged children's emotional and social development.
- Documented children's growth and development.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Logged information regarding naps, feedings, and any medications administered.
- Responded to inquiries from parents and guardians.
- Assisted in potty training and toilet hygiene.
- Monitored children's activities to verify safety and wellbeing.
- Read stories, sang songs and facilitated creative play.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
Risk Analyst I
Bank of America
06.2002 - 10.2006
- Monitored fraudulent accounts for closure
- Closed fraudulent accounts according to procedures within company guidelines
- Make decisions on accounts to prevent negative customer impact
- Make decisions on high dollar accounts to prevent loss to banking institute
- Trained new associates as needed
- Stepped in when tem lead is unavailable to assist all other associates with problems or concerns
- Trained new risk account closure unit in Atlanta
- Coach all associates in daily work
Lead Cash Vault Representative
Bank of America
06.1998 - 06.2002
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
- Streamlined office procedures for handling constituent inquiries, significantly reducing response time.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Education
No Degree - Business Administration
Nashville State Community College
Nashville, TNTechnical Certificate - Early Childhood Education
Nashville State Community College
Nashville, TN05.2014
High School Diploma -
Glencliff High School
Nashville, TN05.1993
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Inventory Control
- Superb time management skills
- Customer Relationship Management (CRM)
- Onboarding and Orientation
- Data Management
- Risk Management
- Data Evaluation
Timeline
Operations Manager
M2CAcademy
01.2019 - Current
In Home Daycare
Self
11.2006 - 12.2018
Risk Analyst I
Bank of America
06.2002 - 10.2006
Lead Cash Vault Representative
Bank of America
06.1998 - 06.2002
No Degree - Business Administration
Nashville State Community College
Technical Certificate - Early Childhood Education
Nashville State Community College
High School Diploma -
Glencliff High School
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