Lorrie Richards
Collinsville,VA
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
6
6
years of professional experience
Work History
Operations Manager
Helpware
Martinsville, VA
02.2024 - 05.2026
- Streamlined operational processes to enhance efficiency across departments.
- Led cross-functional teams to implement new workflows and procedures.
- Fostered a culture of continuous improvement through regular feedback sessions and workshops.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
Operations Manager
Transworld Systems Inc.
Peachtree Corners, GA
06.2023 - 03.2025
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Collected customer feedback using customer satisfaction surveys and made business adjustments to improve retention and satisfaction.
- Managed cross-functional teams for successful project completion and timely delivery.
- Established planning objectives for projects by identifying fundamental issues, approaches and performance metrics.
- Developed systems and procedures to improve operational quality and team efficiency.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Team Manager
Faneuil
Martinsville, VA
11.2021 - 06.2023
- Spearheaded process improvements, resulting in increased productivity.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Facilitated meetings to communicate team performance goals and results.
- Evaluated staff performance using key metrics such as quality and errors and provided feedback and coaching to address inefficiencies.
- Appointed lead supervisor for client requested SMS project. Recruited and trained a large team of agents to support the high volume of daily work.
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
Senior Supervisor
Faneuil
Martinsville, VA
10.2020 - 11.2021
- Managed multiple teams of over 20 agents each by documenting key metrics, monitoring their coaching and development, and implementing corrective action as needed.
- Established performance measures and daily task management to increase supervisor proficiency.
- Appointed lead supervisor for client requested VEC Legislative Support project. Recruited and supported team of agents to assist high priority customers.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Fostered effective communication by providing constructive feedback and sharing knowledge across departments.
- Reduced employee turnover rates by fostering a positive work environment and addressing staff concerns promptly.
Education
No Degree - Business Administration
Miller-Motte College
North CarolinaHigh School Diploma -
Fieldale Collinsville High School
Virginia06.2002
Skills
- Project Management
- Payroll Administration
- Quality Assurance
- Team Management and Supervision
- Remote Work Coordination/Scheduling
- Microsoft Office
- Conflict Resolution/Troubleshooting
- Employee relations and conflict resolution
- Client relationships
Timeline
Operations Manager
Helpware
02.2024 - 05.2026
Operations Manager
Transworld Systems Inc.
06.2023 - 03.2025
Team Manager
Faneuil
11.2021 - 06.2023
Senior Supervisor
Faneuil
10.2020 - 11.2021
High School Diploma -
Fieldale Collinsville High School
No Degree - Business Administration
Miller-Motte College