NARDIA SCOTT
Catherine
Summary
Seasoned Senior Operations Manager with a background in overseeing business operations, optimizing efficiency, and driving productivity. Proven ability to manage teams, develop operational strategies, and implement processes that increase overall company performance. Strengths include strong leadership abilities, keen problem-solving skills and strategic thinking. Demonstrated impact on previous roles by streamlining operations and improving team performance.
Overview
6
6
years of professional experience
Work History
Acting Senior Operations Manager
Optimum
Kingston
11.2024 - Current
- Manages 3 sales lob in the retention department.
- Manage a team of five supervisors.
- Manage the department's attendance.
- Present the performance and action plan to our business partners.
- Ensure that the team is meeting and exceeding targets.
- Plan team engagements from the budget provided.
- Partner with recruitment, HR, and QA to ensure that the department's needs are met.
Operations Manager
Optimum
Kingston
05.2023 - 10.2024
- Supervise and coach leadership team
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management.
- Improve the operational systems, processes and policies in support of organizations mission
- Manage and increase the effectiveness and efficiency of staff as well as coordination and communication between support and business functions
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Oversee overall financial management, planning, systems and controls
Continuous Improvement Expert
itelCX
Kingston
03.2023 - 04.2023
- Challenge the status quo on a daily basis to identify improvement opportunities within the section/business unit
- Prepare reports and statistics and work with front-line staff to coach them on working more efficiently
- Provide formal and informal training to site employees on Lean tools and their application
- Create solutions that leverage data across multiple departments, ensuring compatibility, consistency, and continuity
- Act as a subject matter expert in continuous improvement, quality, and leadership development
- Quickly understand complex projects and become a subject matter expert when needed
- Own program strategy, end-to-end delivery, and communicate results to senior leadership
- Develop, manage, and execute continuous improvement programs across multiple locations
Operations Manager
IBEX GLOBAL
06.2021 - 09.2022
Team Manager
IBEX GLOBAL
10.2019 - 05.2021
Corporate Trainer
IBEX GLOBAL
01.2019 - 10.2019
Education
High School - English
St. Hugh's High School
Skills
- Reasoning Abilities
- Analytical Skills
- Sound Judgment
- Decision Making
- Deadline-Oriented
- Time Management
- Resourcefulness
- Organization
- Ability to Achieve Results
- Client Relationship Building
- Proficiency in MS Word
- Proficiency in MS Excel
Accomplishments
- Top Operation Manager for January, July and August 2022.
- Assisted with the launch of a new LOB in 2019 which was a success, this gave the company the opportunity to gain more business, during the launch I trained Team Managers and agents.
- Client gave me Kudos for the awesome stats that all my trainees produced.
- Top Team manager for 5 months in 2020.
- Maintain an attrition of 3% for 7 months as an Operation Manager.
- Joined a new lob in 2022, lob was last in the network after implementing a few strategies we ranked 1st three months in a row.
- Moved attendance from 35% to 12% in two months.
- Exceeded clients goals as an operation Manager.
- Increased productivity by 70% within 3 months.
- Increased survey score by 100% in 3 months.
- Standing Ovation Award at Optimum - March 2024
- Met 95% of the sales goal on a new lob in 1 month.
- Team meeting a 90% and above attendance for 5 consecutive months.
References
- Lillian Chambers, Sr Leadership Development Specialist, 8765797789
- Annesha Davis, Senior Implementation Manager, 3540567/4438050
Timeline
Acting Senior Operations Manager
Optimum
11.2024 - Current
Operations Manager
Optimum
05.2023 - 10.2024
Continuous Improvement Expert
itelCX
03.2023 - 04.2023
Operations Manager
IBEX GLOBAL
06.2021 - 09.2022
Team Manager
IBEX GLOBAL
10.2019 - 05.2021
Corporate Trainer
IBEX GLOBAL
01.2019 - 10.2019
High School - English
St. Hugh's High School
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