Mary D'Angelo
Shelbyville
Summary
Dynamic operations leader with a proven track record at Headway, enhancing team efficiency and productivity. Expert in leadership and communication, driving performance improvements and achieving KPIs. Skilled in data analysis and process optimization, with adaptability to implement strategic initiatives.
Overview
11
11
years of professional experience
Work History
Operations Manager
Headway
09.2025 - Current
- Streamlined daily operations to enhance efficiency and productivity across Benefits & Billing team.
- Collaborated with cross-functional teams to implement process improvements and best practices.
- Facilitated development and support of several team leads & their direct reports.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Presented performance and productivity reports to partner stakeholders.
Team Manager
Headway
10.2024 - 09.2025
- Led team meetings to discuss project updates and address concerns.
- Coordinated schedules to ensure adequate staffing for operations.
- Motivated team leads to take accountability, drive performance improvement, and get our team hitting program benchmarks.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
Team Lead
Wellth
01.2023 - 10.2024
- Built relationships & trust with our Partner contacts and helped to bring value to our partnership with Wellth
- Provided leadership, guidance, quality assurance, and performance coaching to a team of 8-15 associates
- Analyzed data and reports to find opportunities for improvement & maintain status integrity, efficiency, and KPIs
- Built Performance Improvement Plans for associates in need of catered guidance in achieving our program's expectations
- Developed training material & oversaw the development of our incoming cohorts
- Interviewed and screened applicants for the MES role
- Took on a stretch assignment (Senior Team Lead) to develop processes and procedures to increase efficiency and performance
Member Enrollment Specialist
Wellth
07.2022 - 01.2023
- Communicated effectively with prospective members via outbound & inbound calls
- Encouraged enrollment & onboarding in the Wellth Rewards program by highlighting value & benefits of participation
- Met & consistently exceeded program KPIs
- Helped provide job shadow to incoming new hires
- Developed operational skills & mastery of multiple tools (Salesforce, Kustomer, Talkdesk, Dashboard)
Customer Support Associate
HealthMine
04.2022 - 07.2022
- Communicated effectively & efficiently via outbound & inbound calls
- Understood & followed provided workflows
- Participated in "outbound sprint" making over 300 calls/day
- Developed operational skills & understanding of tools (Risk Manager & Amazon Connect)
Customer Support Associate
Etsy
03.2021 - 04.2022
- Assisted Etsy sellers with Shop Management & Marketing issues
- Communicated effectively & efficiently via email, outbound & inbound calls
- Learned to troubleshoot minor technical issues & how to walk sellers through integration and technical steps in developing their Etsy Shop
- Met & regularly exceeded program KPIs
- Developed operational skills & understanding of Zendesk
General Manager
Peppino's Pizza
Byron Center
10.2014 - 01.2021
- Conducted all hiring & training of new employees
- Cultivated a clean, calm, and safe work environment while prepping and serving food
- Placed all stock orders and maintained desired labor & inventory costs at or below the given percentage of sales desired by ownership
- Obtained ServSafe Certification
- Utilized my strong communication & leadership abilities to implement successful corrective and preventative action plans
Education
Associates -
Grand Rapids Community College
Grand RapidsSiena Heights University
Adrian, MISkills
- Leadership
- Management
- Adaptability
- Problem Solving
- Communication Skills
Timeline
Operations Manager
Headway
09.2025 - Current
Team Manager
Headway
10.2024 - 09.2025
Team Lead
Wellth
01.2023 - 10.2024
Member Enrollment Specialist
Wellth
07.2022 - 01.2023
Customer Support Associate
HealthMine
04.2022 - 07.2022
Customer Support Associate
Etsy
03.2021 - 04.2022
General Manager
Peppino's Pizza
10.2014 - 01.2021
Associates -
Grand Rapids Community College
Siena Heights University