Marissa Washington
Katy,TX
Summary
Operations professional with 8+ years of leadership experience supporting team readiness, process standardization, and cross-functional collaboration. Proven results include reducing time to full productivity by 33%, increasing system and process adoption by 40%, and improving operational efficiency by 20% across sales and service organizations
Overview
10
10
years of professional experience
Work History
Commercial Service Supervisor
GEICO
Katy, Texas
07.2025 - Current
- Lead operational performance for commercial service teams with accountability for quality, compliance, and workflow efficiency
- Reduced the standard agent certification timeline by 33%, enabling agents to achieve certification in 2 months instead of 3 through structured training workflows, standardized SOPs, and KPI based coaching plans
- Create and maintain SOPs, job aids, and enablement documentation to drive consistent execution across teams
- Collaborate with internal knowledge management teams to identify inaccuracies or gaps in documented processes and coordinate timely updates to ensure correct handling
- Lead change communication and enablement initiatives by distributing process updates, administering knowledge assessments, and validating understanding across teams
- Collaborate with frontline supervisors to remediate knowledge gaps identified through quizzes and assessments, reinforcing learning until full comprehension and compliance are achieved
- Support system and process adoption by training leaders and agents, increasing compliance and adoption by 40%
- Analyze performance metrics to identify performance gaps and recommend process improvements
- Partner cross-functionally with quality, compliance, and leadership teams to standardize service practices and ensure compliant execution
Commercial Sales Supervisor
GEICO
Katy, Texas
09.2024 - 07.2025
- Improved sales workflow execution by monitoring productivity, quality, and compliance metrics
- Enabled frontline leaders through clear documentation, performance frameworks, and KPI based feedback
- Served as liaison between frontline teams and system developer, consolidating feedback and recommending workflow and documentation improvements
- Supported new system and process rollouts through structured communication, training, and reinforcement plans
- Ranked top 5 regionally in Quality metric for 8 consecutive months through workflow standardization and targeted enablement initiatives
- Increased department bundle performance by 40% through targeted process improvements and consistent execution support
Operations Leadership Development Program
GEICO
Katy, Texas
07.2023 - 09.2024
- Completed rotational leadership development program focused on operational performance, process improvement, and cross-functional collaboration
- Supported change management initiatives including documentation updates, training support, and communication strategies
- Presented operational insights and recommendations to senior leadership
Assistant Manager
Amazon
Missouri City, Texas
09.2021 - 03.2023
- Monitored performance dashboards and productivity metrics in a high volume environment
- Adjusted staffing models and workflows based on performance data to meet efficiency
- Delivered training and reinforced standardized procedures to reduce variability and improve compliance
Restaurant Manager
Just Oxtails Soul Food
Houston, Texas
06.2016 - 04.2022
- Managed daily business functions including staffing, workflow execution, and performance tracking
- Developed onboarding processes and training documentation to ensure consistent service delivery
- Analyzed weekly performance and revenue data to inform process improvements
Education
BBA - Business Management
University of Houston, C.T. Bauer College of Busin
Houston, TX05-2023
Skills
- Professional service operations
- Operational Excellence
- Process documentation & SOP development
- Sales & Service enablement
- Change Management & Adoption
- System & Tool Adoption
- Workflow Optimization
- Training & Knowledge Validation
- Cross-functional collaboration
- Operational Metrics & KPI Analysis
- Continuous Improvement
- Stakeholder Communication
Timeline
Commercial Service Supervisor
GEICO
07.2025 - Current
Commercial Sales Supervisor
GEICO
09.2024 - 07.2025
Operations Leadership Development Program
GEICO
07.2023 - 09.2024
Assistant Manager
Amazon
09.2021 - 03.2023
Restaurant Manager
Just Oxtails Soul Food
06.2016 - 04.2022
BBA - Business Management
University of Houston, C.T. Bauer College of Busin