MARY YATH
Operations Manager
Long Beach,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
Operations Manager
Informative Research
Garden Grove, CA
08.2021 - Current
- Create an inspiring team environment with an open communication culture.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Respond and resolve escalated issues and complex requests from clients.
- Monitor the daily workloads of team members and make adjustments to ensure adequate coverage.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
Team Lead
Informative Research
Garden Grove, CA
08.2020 - 08.2021
- Monitor team performance and report on metrics
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
- Set clear team goals
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
Customer Service Representative
Informative Research
Garden Grove, CA
01.2013 - 08.2020
- Processed and completed credit supplement requests and business credit reports within established time service requirements using current industry guidelines and in accordance with the special instructions provided by the client to ensure a high level of satisfaction
- Handled credit report inquiries for mortgage brokers, lenders and borrowers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Recruiter
AIM Marketing Research Company
Long Beach, CA
12.2009 - 01.2013
- Act upon direct referrals, update files within the database, market and source for candidates
- Contacted prospective candidates and pre-screen for current and future assignments
- Work in-depth with candidates developing concise candidate profiles, screening out obvious poor fits, interviewing by telephone for additional information.
Priority Card Services Team Lead
Bank of America
Brea, CA
08.2004 - 07.2009
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Handled credit card inquires for Bank of America secured card customers, Banking Centers, and Premier and Private Bank clients and associates
- Lead team meetings, volunteered to site participations in contests and holidays
- Familiarized with various departments and systems to resolve escalated requests
- Knowledgeable in new credit card products and services to be able to delight and deepened relationships
- Adjusting to New systems and information without sacrificing excellent customer service
- Developed personal coaching skills with peer to peer opportunities
- Selected to coach and develop Bank of America new hires in the OJT program.
Education
Woodrow Wilson High School
Long Beach, CA 09.1998 - 06.2001
Skills
Empathetic & courteousundefined
Timeline
Operations Manager
Informative Research
08.2021 - Current
Team Lead
Informative Research
08.2020 - 08.2021
Customer Service Representative
Informative Research
01.2013 - 08.2020
Recruiter
AIM Marketing Research Company
12.2009 - 01.2013
Priority Card Services Team Lead
Bank of America
08.2004 - 07.2009
Woodrow Wilson High School
09.1998 - 06.2001
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