Malia Backman
Garland,TX
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
7
7
years of professional experience
Work History
Operations Manager
Frymire Home Services
09.2024 - 04.2025
- 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.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Call Center/Dispatch Manager
Frymire Home Services
09.2023 - 09.2024
- Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
- Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
- Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Coordinated with maintenance teams to establish preventive maintenance schedules for fleet vehicles.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
Membership Manager/Sales Coordinator
Frymire Home Services
06.2020 - 09.2023
- Collaborated with marketing team to create compelling promotional materials for prospective members.
- Enhanced member engagement by developing and implementing targeted membership programs.
- Managed membership database, ensuring accurate record-keeping and timely updates on renewals or changes in status.
- Optimized member experience by introducing new benefits and services tailored to individual needs.
- Boosted sales revenue by implementing effective lead generation strategies and nurturing client relationships.
- Negotiated contracts with clients, securing favorable terms that contributed to the company''s bottom line.
- Developed strong rapport with clients by providing exceptional service, leading to a high rate of repeat business.
Call Center Representative/Service Dispatcher
Frymire Home Services
01.2018 - 06.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
San Clemente High
San Clemente, CA06-2015
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Project management
- Employee motivation
- Teamwork and collaboration
- Deal closing
Languages
English
Timeline
Operations Manager
Frymire Home Services
09.2024 - 04.2025
Call Center/Dispatch Manager
Frymire Home Services
09.2023 - 09.2024
Membership Manager/Sales Coordinator
Frymire Home Services
06.2020 - 09.2023
Call Center Representative/Service Dispatcher
Frymire Home Services
01.2018 - 06.2020
San Clemente High
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