Malika Gorley
Philadelphia,PA
Summary
Dedicated and technically skilled business professional with a versatile administrative support skill set excels in resolving employer challenges with innovative solutions, systems, and process improvements proven to increase efficiency, customer satisfaction, and the bottom line. A Forward-thinking senior manager is adept at managing teams of 10+ employees with direct reports to accomplish challenging objectives Imparts clear vision to guide cohesive, high-performing individuals
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr Manager Title & Documentation
Cargroup Holdings, LLC
Springfield, PA
08.2022 - Current
- Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Developed efficiency-enhancing workflow/process improvements for title tracking software program.
- Implemented functioning system to track metrics for department, practice quality assurance and control programs
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees
- Achieved operational excellence by streamlining processes and implementing best practices
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards
- Kept aged vehicle inventory between 8%-12% weekly to keep flow of business.
Remarketing Services Manager
Cargroup Holdings LLC
Springfield, PA
05.2011 - 09.2022
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes
- Managed team of title clerks for optimal performance, resulting in increased productivity and reduced response times
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates
- Collaborated with operations and career development teams to develop new services offerings, driving business growth and diversification
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within industry sector
- Managed and motivated employees to be productive and engaged in work
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Cross-trained existing employees to maximize team agility and performance.
Education
Associate of Science - Business Administration
Peirce College
05.2015
Some College (No Degree) - Business Administration And Management
California State University Los Angeles
Los Angeles, CASkills
- Office Management
- Staff Development & Training
- Policies & Procedures Manuals
- Report & Document Preparation
- Goal Setting
- Records Management
- Auto Inventory Management
- Talent Development
- Cross-Functional Collaboration
- Documentation and Reporting
- Data Collection
- Complaint Resolution
- Flexible and Adaptable
Certification
- Notary Public commissioned in PA NJ and DE
Timeline
Sr Manager Title & Documentation
Cargroup Holdings, LLC
08.2022 - Current
Remarketing Services Manager
Cargroup Holdings LLC
05.2011 - 09.2022
Associate of Science - Business Administration
Peirce College
Some College (No Degree) - Business Administration And Management
California State University Los Angeles
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