Lorena Quintanilla
Director Of Operations
Houston,TX
Summary
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 success.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Director of Operations
NUCO Logistics
2022.04 - 2024.04
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Mentored and coached team members to foster productive and engaging work environment.
- Established and monitored quality assurance standards to achieve operational excellence.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Monitored and coordinated workflows to optimize resources.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Assisted in recruiting, hiring and training of team members.
- Organized and detail-oriented with a strong work ethic.
Operations Manager
NUCO Logistics
2021.01 - 2022.04
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- 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.
- Reported issues to higher management with great detail.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Branch Manager
NUCO Logistics
2019.01 - 2020.12
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Assessed employee performance and developed improvement plans.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Resolved various issues impacting sales management and business operations.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Account Manager
NUCO Logistics
2017.09 - 2018.12
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Streamlined internal processes for better efficiency in account management tasks.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Latin America Export Line Manager
Mediterranean Shipping Co
2007.09 - 2017.09
- Handled all export traffic to Latin America out of U.S.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed personnel by implementing company policies, procedures, work rules, and disciplinary action.
- Evaluated employee performance and provided feedback and training as needed.
Education
BBA - International Business
University of Houston - Downtown
Houston, TX 2001.08 - 2007.05
Skills
Staff training/development
Staff hiring
Continuous Improvement
Interpersonal Skills
Delegation
Operational Efficiency
Task Prioritization
Process Improvements
Team building
Problem-solving abilities
Organizational Structuring
Customer Relations
Timeline
Director of Operations
NUCO Logistics
2022.04 - 2024.04
Operations Manager
NUCO Logistics
2021.01 - 2022.04
Branch Manager
NUCO Logistics
2019.01 - 2020.12
Account Manager
NUCO Logistics
2017.09 - 2018.12
Latin America Export Line Manager
Mediterranean Shipping Co
2007.09 - 2017.09
BBA - International Business
University of Houston - Downtown
2001.08 - 2007.05