Rachel Hunter
Phoenix,AZ
Summary
Results-driven Operations Manager with over 20 years of leadership and operations experience. Actively seeking a new opportunity. Proven expertise in overseeing all day-to-day business operations, including budgeting, sales forecasting, and P&L performance. Skilled in effectively supervising up to 90 employees and implementing strategic plans and process improvement initiatives. Dedicated leader with exceptional communication skills and a track record of success in increasing sales revenue, driving EBITDA growth, controlling costs, and fostering staff development and team building.
Overview
23
23
years of professional experience
Work History
Inside Sales Representative
Parker and Sons
07.2024 - Current
- Company Overview: Local provider of Home and Commercial Services supporting HVAC, Plumbing, Electrical, Water Treatment, Insulation and Solar projects
- Outbound calls to recover lost sales and follow up on sales leads for technicians service quotes
- Inbound calls to schedule appointments for services needed coming from technicians, in-field appointment generators and customers
- Provided instructional guidance for various reports to track sales progress and status on jobs called on for individual Sales representatives
- Increased sales revenue by building strong relationships with clients and providing insightful service recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Streamlined sales process efficiency by maintaining accurate records of client interactions in CRM systems, ensuring seamless follow-up.
- Contributed to weekly review meetings with fellow Inside Sales Representatives to share insights and collaborate on strategies for improvement.
- Key Accomplishments
- Successfully Sold $564k in revenue within my first 90 days
Project Manager (contract Position)
TEKsystems
10.2023 - 06.2024
- Oversaw enterprise call center operations/teams in a remote environment
- Established KPIs and enforced metrics through positive-coaching
- Identified areas of growth opportunities for teams and performance-managing agents by leading through their supervisor
- Defined processes and procedures for escalations, assisting with training as needed
- Collaborated with Sr Program Manager for metrics reporting
- Created a culture of high performance and team accountability
- Coach and develop assigned program Team Leads
- Function as primary point of contact for agents in need of support
- Performs quality monitoring to ensure calibration with quality assurance
- Responsible for schedule adherence of Team Leads and Agents
- Created a culture that cultivates strong attendance rates
- Support recruitment with interviewing / hiring support
- Administer corrective and or disciplinary actions for the team as needed
- Key Accomplishments
- Successfully completed the project 5 months ahead of schedule and well above customer expectations
Territory Service Manager
Tektronix, Inc.
01.2020 - 06.2023
- Company Overview: Provider in test, measurement, and monitoring technology in fields of wireless communications, high-speed computing, aerospace, consumer electronics, and education
- Oversaw operation of technical service branch office that provides calibration, maintenance, and repair of complex electronic, mechanical and process control assemblies and instrumentation
- Lead cross-functional team of technical, logistics, customer service, and sales personnel that are based throughout Arizona
- Established safety protocols for fieldwork, reducing workplace accidents and promoting culture of safety-first mentality among employees.
- Coordinated resources effectively, managing scheduling conflicts to minimize disruptions in service delivery timelines.
- Managed high-performing service team, leading them to achieve consistent top performance ratings.
- Oversaw recruitment and onboarding process for new personnel, ensuring seamless integration into their respective positions
- Developed comprehensive reports to track key performance indicators, enabling data-driven decision-making processes.
- Reduced equipment downtime by establishing proactive maintenance schedules and ensuring timely repairs.
- Identified areas for improvement in workflows, implementing changes that led to greater operational efficiency across territory.
- Increased client retention rate through exceptional customer service and prompt resolution of concerns.
- Achieved business objectives (revenue, profitability, core growth, and operational performance) in entrepreneurial atmosphere with limited direct supervision
- Managed the branch P&L to include planning, budgeting and staffing
- Prepared Annual Budget and included capital expenditures
- Conducted bi-annual and annual employee performance reviews to determine merit increases and promotions as applicable
- Collaborated with Quality Team for all audits and to ensure Quality Objectives were met obtaining recertification status
- Worked directly with sales counterparts on new business opportunities to develop support strategies that will facilitate achievement of annual business objectives
- Partnered with Senior Leadership to implement new processes to increase Productivity, improve On Time Delivery and ensured other key business objectives were achieved
- Drove continuous improvement initiatives in all areas of business utilizing Growth, Lean and Leadership tools
- Promote use of Lean tools to analyze and solve high-priority problems, ensuring process-based countermeasures and root cause analysis
- Key Accomplishments
- Y/Y Sales Growth
- Increased Gross Profit
- Achieved 95% OTD target
Regional Operations Manager
Henry Schein, Inc.
03.2018 - 10.2019
- Company Overview: Distributor of medical and dental supplies, including pharmaceuticals, financial services, and equipment, with more than $13.2 Billion in annual sales revenue
- Oversaw the daily operations, sales, and inventory control of a region that covered the entire state of Arizona
- Provided daily management of operational details, such as distributing tasks to the team, reviewing sales and employee performances
- Conducted weekly reviews of operational planning and projects; improved processes to increase revenue
- Performed monthly cycle counts of inventory to ensure items were readily available for clients
- Traveled with Technicians to gain insight into the daily duties and challenges in an effort to improve sales
- Met in person, online and via phone with customers to discuss concerns and/or issues and resolve issues quickly
- Managed the Regions P&L to include planning, forecasting and staffing
- Collaborated with Finance team and Senior Leadership on the following year’s budget to include any necessary capital expenditures
- Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
- Conducted annual employee performance reviews to determine merit increases and promotions
- Interviewed and hired employees, enforced disciplinary actions, and terminated if necessary
- Collaborated weekly with the Sales team for equipment orders and installation dates to ensure that exceptional customer service was provided and timeframes met
- Partnered with Senior Leadership to organize and execute marketing events, implement new processes to increase productivity, and ensure business objectives were achieved
- Key Accomplishments
- Reduced inventory by 13% and collaborated with Technicians to reduce open work orders by10%
- Consistently met and exceeded monthly, quarterly, and annual sales goals
Operations Manager
Henry Schein, Inc. Western ProRepair
05.2011 - 03.2018
- Responsible for daily operations and all activities within the Livermore Facility
- Oversaw all facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Conducted weekly Cycle Counts and annual inventory of all repair parts as well as placed parts orders working directly with the OEM and aftermarket providers as needed
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Managed the daily billing responsibilities and corrected/adjusted billings as necessary to support budget requirements
- Generated and maintained Sales reports for forecasting individual Technician productivity and warranty rates
- Managed the Branch P&L to include planning, forecasting and staffing
- Collaborated with Senior Management to determine each upcoming year’s facility budget and monitored budget throughout the year
- Key Accomplishments
- Y/Y Sales Growth
- Increased Gross Profit
- Reduced inventory, increased tech production, and reduced true warranty rate to below 3%
ISO Quality Systems Coordinator
Henry Schein, Inc. Western ProRepair
04.2002 - 03.2018
- Collaborated with the Corporate Regulatory Affairs department to ensure Quality System requirements were met
- Created all procedures for the Livermore location
- Conducted internal audits of the Quality System, identified any nonconforming processes and or procedures, and implemented corrective actions as needed
- Trained team members on new processes
- Maintained MSDS, in accordance with OSHA requirements and Regulatory Affairs
- Key Accomplishments
- Received a perfect audit rating for 5 consecutive years from the Certifying Agency
- Successfully implemented and maintained an ISO Quality Management System from 2002 until a 2018 transfer to Arizona
Lead Customer Service Specialist
Henry Schein, Inc. Western ProRepair
02.2002 - 05.2011
- Initiated cross-training initiatives among employees enabling them to take on additional responsibilities during peak periods or absences.
- Enhanced customer satisfaction by resolving complex issues and providing effective solutions.
- Leveraged expert product knowledge to guide customers through purchasing decisions, promoting upsells where appropriate.
- Verified accuracy of billing data and corrected discrepancies.
- Executed billing tasks and recorded information in company databases.
Education
Associate of Arts - General Education With Emphasis On Natural Science
Modesto Junior College
Modesto, CASkills
- Exceptional customer service
- Superior organizational skills
- Client relationship management
- CRM proficiency
- Documentation and reporting
- Relationship building and management
- Analytical problem solver
- Analytical thinking
- Revenue growth
- Revenue forecasting
- Excellent time management
- Multitasking Abilities
- Teamwork and collaboration
- Excellent communication
- Problem-solving
AREAS OF EXPERTISE
- Operations Management
- Quality Assurance & Audits
- Budgeting & Forecasting
- Process Improvements
- Employee Training & Development
- Team building
- Annual Operations Planning
- Hiring & Onboarding
- Strategic Planning
- P&L Management
- Customer Service
- Problem Solving
Timeline
Inside Sales Representative
Parker and Sons
07.2024 - Current
Project Manager (contract Position)
TEKsystems
10.2023 - 06.2024
Territory Service Manager
Tektronix, Inc.
01.2020 - 06.2023
Regional Operations Manager
Henry Schein, Inc.
03.2018 - 10.2019
Operations Manager
Henry Schein, Inc. Western ProRepair
05.2011 - 03.2018
ISO Quality Systems Coordinator
Henry Schein, Inc. Western ProRepair
04.2002 - 03.2018
Lead Customer Service Specialist
Henry Schein, Inc. Western ProRepair
02.2002 - 05.2011
Associate of Arts - General Education With Emphasis On Natural Science
Modesto Junior College
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