Linda Nguyen
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company successes.
Overview
11
11
years of professional experience
Work History
Business Operations Manager
Smart Start, LLC
05.2022 - Current
- Achieved a remarkable 343% boost in revenue by introducing an innovative payment collection process for Lockout Codes
- This initiative resulted in collecting $750,000 more than any previous year.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Fostered a positive work environment that supported employee engagement and retention.
- Elevated sales performance from a 50% to 63% close rate through process change implementation and strategic technology enhancements to optimize efficiency and drive successful outcomes
- Spearheaded the implementation of departmental policies and procedures within Workforce Management, resulting in optimizing service levels and continuous improvement initiatives
- Oversaw a team of 50 employees, 3 Supervisors, and 5 team leads within Client Services and Technical Services
- Successfully reduced abandonment rates from 35% to 15% within a rapid 2-month timeframe by implementing effective shrinkage reduction strategies.
Care Center Manager
Smart Start, LLC
03.2020 - 05.2022
- Managed a team of 4 Supervisors and 60 frontline employees for Client Services, Technical Services, and Helpdesk to optimize processes, increase efficiency, identified, and resolved any roadblocks impacting service levels.
- Manage and improve operational processes, policies, and systems in support of organization's mission and to improve efficiency and quality
- Develop, coach, and motivate Services Supervisors and frontline employees to improve and measure performance and foster a customer focused culture
- Championed innovation in service offerings, continuously identifying emerging trends and incorporating them into the center''s operations to stay ahead of competitors.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
Training Manager
Smart Start, LLC
03.2015 - 03.2020
- Manage and improve operational processes, policies, and systems in support of organization's mission and to improve efficiency and quality
- Conduct business process analysis and identify critical issues and gaps to establish care center process.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
Care Center Specialist
Smart Start, LLC
09.2013 - 03.2015
- Present, promote and sell products/services to existing and prospective customers
- Establish, develop, and maintain positive business and customer relationships
- Managing large amounts of inbound and outbound calls in a timely manner
- Listening to customer needs or issues and providing helpful solutions resulting in one call resolutions
- Responsible for reviewing, interpreting, and reporting client compliance information to monitoring authorities, such as judge's, court officials, attorneys, and state administration.
Head Teller
Pointbank
09.2012 - 08.2013
- Responsible for vault and auditing, reports and balancing of cash draws.
- Implemented cross-selling techniques to promote bank products, contributing to increased revenue generation.
- Replenished ATM funds in empty canisters prior to validation process.
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Mentored and trained new tellers on bank procedures and customer service standards.
Education
Bachelor of Arts - Business Administration/Health Sciences
Texas Women's University
Denton, TX12.2014
Associates of Science -
Community College of Denver
Denver, CO06.2012
Skills
- Business Process Improvement
- Critical and Analytical Thinking
- Learning and Development
- Hiring, onboarding, and training
- Employee Development
- Microsoft Office proficient
- Genesys: Pureconnect Genesys, Interaction Desktop, Interaction Administrator
- CRM Tools: Olark, Pipedrive, Hubspot
- Structurely AI SMS
- JIRA Service Desk and Workflow/Service DeskPlus
Timeline
Business Operations Manager
Smart Start, LLC
05.2022 - Current
Care Center Manager
Smart Start, LLC
03.2020 - 05.2022
Training Manager
Smart Start, LLC
03.2015 - 03.2020
Care Center Specialist
Smart Start, LLC
09.2013 - 03.2015
Head Teller
Pointbank
09.2012 - 08.2013
Bachelor of Arts - Business Administration/Health Sciences
Texas Women's University
Associates of Science -
Community College of Denver
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