Pamela Ross
Northfield,Ohio
Summary
Results-driven Operations Manager with a focus on optimizing customer experience. Excel at completing tasks with high productivity and efficiency, ensuring smooth operational flow and superior service delivery. Skilled in strategic planning, team leadership, and process improvement. Bring valuable soft skills such as communication, problem-solving, and adaptability to excel in dynamic environments.
Overview
8
8
years of professional experience
Work History
Operations Manager
CPR Complete Auto and Truck Repair
Cleveland, Ohio
12.2024 - Current
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Directed daily operations to ensure seamless workflow.
- Generated work orders and ensured mechanics remained on task.
- Assigned technicians to specific jobs, ensuring optimal resource allocation.
- Collaborated with customers to ensure their needs and concerns were addressed.
- Processed and managed invoicing for work orders to ensure accurate billing.
L1 Supervisor
Envoy
Cleveland, Ohio
05.2024 - 12.2024
- Oversaw daily ramp, BSO, and operational processes.
- Performed comprehensive audits to ensure compliance with company standards.
- Resolved daily timecard infractions to ensure accurate payroll processing.
- Compiled and submitted comprehensive shift reports to ensure seamless operational continuity.
Account Manager
Swissport
Cleveland, Ohio
05.2023 - 05.2024
- Onboarded new team members to integrate into organization.
- Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
- Recognized security risks to properly handle situations.
- Oversaw above-wing operations, ensuring seamless service delivery.
- Managed audits, ensuring compliance with industry standards.
- Conducted comprehensive training sessions for team members, enhancing their skills and performance.
- Managed employee schedules and conducted performance evaluations.
- Resolved passenger complaints and issues in compliance with ADA regulations.
- Monitored and analyzed key performance indicators to drive strategic decision-making.
Inside Sales Representative
Komar Screw
Brecksville , Ohio
08.2022 - 05.2023
- Developed and maintained relationships with key customers to ensure customer satisfaction.
- Contributed ideas for improving internal processes related to sales operations.
- Researched customer needs and preferences to identify opportunities for new business.
- Processed sales orders efficiently, ensuring accuracy and timely fulfillment.
- Handled multi-line phone system to manage incoming sales inquiries and customer support.
- Collected drivers' paperwork and ensured accurate completion.
Customer Service Support Agent
FedEx Freight
Richfield, Ohio
11.2021 - 08.2022
- Adhered to established policies and procedures when resolving customer concerns.
- Drove integrity of accounting information by recording, verifying and entering accounts payable and accounts receivable transactions.
- Handled multi-line phone systems to efficiently manage incoming customer inquiries.
- Monitored and tracked freight shipments to ensure timely delivery.
- Reviewed drivers' paperwork to ensure accuracy and completeness.
General Manager
Swissport USA
Cleveland, Ohio
03.2020 - 11.2021
- Supervised employees through planning, assignments, and direction.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Managed daily operations for contracts with Spirit, Frontier, UPS, and American Airlines.
- Managed the GSE shop operations, ensuring efficient maintenance and repair of ground support equipment.
- Oversaw the fueling department to ensure efficient and timely operations.
- Oversaw deicing operations to ensure safe and efficient procedures.
- Coordinated and managed charter flight operations.
Station Manager
Winner Aviation DSG
Cleveland, OHIO
10.2016 - 03.2020
- Oversaw operations for Spirit and United accounts, ensuring seamless coordination.
- Managed all facets of below and above wing operations, ensuring smooth workflow.
- Supervised all aspects of workforce operations such as recruitment, employee documentation processing, drug test administration, and training programs.
- Developed and managed budgeting processes to ensure financial efficiency.
- Executed comprehensive FAA/TSA audits to ensure compliance with aviation regulations.
- Completed employee schedules and conducted yearly evaluations.
- Implemented new procedures and policies to enhance operational efficiency.
Education
Associate of Arts - Early Childhood Education
Cuyahoga Community College
Cleveland, OH06-1988
Skills
- Production
- Performance monitoring
- Decision-making
- Schedule management
- Budgeting and forecasting
- Data management
- Complaint resolution
- Order fulfillment
Timeline
Operations Manager
CPR Complete Auto and Truck Repair
12.2024 - Current
L1 Supervisor
Envoy
05.2024 - 12.2024
Account Manager
Swissport
05.2023 - 05.2024
Inside Sales Representative
Komar Screw
08.2022 - 05.2023
Customer Service Support Agent
FedEx Freight
11.2021 - 08.2022
General Manager
Swissport USA
03.2020 - 11.2021
Station Manager
Winner Aviation DSG
10.2016 - 03.2020
Associate of Arts - Early Childhood Education
Cuyahoga Community College