Summary
Overview
Work History
Education
Skills
Timeline
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Robin Peters

North Fort Myers,FL

Summary

Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.

Overview

8
8
years of professional experience

Work History

Manager of Operations

Verizon
01.2005 - 03.2007
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • 'Managed over 50 customer calls per day.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Trained new employees on proper protocols and customer service standards.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Supervisor of Operations

Verizon
01.2003 - 01.2005
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Devised processes to boost long-term business success and increase profit levels.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Interceded between employees during arguments and diffused tense situations.
  • Kept high average of performance evaluations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

Account Manager

Verizon
05.1999 - 01.2003
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Liaised with marketing and sales teams to develop targeted campaigns.
  • Identified key entry points to enhance market penetration and maximize returns.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Built relationships with customers and community to promote long term business growth.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Education

Business Administration And Management

Indiana University - Purdue University Fort Wayne
Fort Wayne, IN

High School Diploma -

New Haven High School
New Haven, IN
05.1973

Skills

  • Contract Administration
  • Data Analysis
  • Inventory Management
  • Customer Service Management
  • Administrative Management
  • Cost Control
  • Employee Development
  • Performance Improvement

Timeline

Manager of Operations

Verizon
01.2005 - 03.2007

Supervisor of Operations

Verizon
01.2003 - 01.2005

Account Manager

Verizon
05.1999 - 01.2003

Business Administration And Management

Indiana University - Purdue University Fort Wayne

High School Diploma -

New Haven High School

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