Job Search Status
Open to workDesired Job Title
Service Project ManagerOperations ManagerOperations ManagerWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: Raleigh, NC, US
Open to relocation: Yes
Rochelle Cruz
Raleigh,NC
Work Preference
Summary
Results-driven Service Project Manager with over 10 years of experience in managing high-volume service operations and complex workflows. Expertise in client relations, problem resolution, and maintaining documentation accuracy. Proven track record in handling over 200 customer interactions monthly, ensuring timely resolutions and high service standards.
Overview
15
15
years of professional experience
Work History
Service Project Manager
Poyant Signs Inc.
New Bedford, Massachusetts
01.2023 - Current
- Manage over 200 customer service interactions monthly to ensure satisfaction and timely completion of requests.
- Achieve 93% SLA compliance by prioritizing responsiveness and accuracy.
- Collaborate with teams to enhance customer experience and service delivery.
- Document work details effectively, facilitating over $1M in annual revenue.
- Navigate enterprise platforms for service/project case management and reporting
Operations Manager
Lita Sea Glass Jewelry
New Bedford, Massachusetts
06.2022 - 01.2023
- Oversaw daily operations of production and supply chain management.
- Resolved customer inquiries, processed orders, and addressed issues to improve service delivery.
- Developed and implemented efficient processes for order fulfillment and shipping.
- Managed inventory levels to ensure product availability for retail and online sales.
- Maintained sales documentation, and customer communications to uphold operational integrity.
Operations Manager
Plan It Eats
North Dartmouth, Massachusetts
06.2018 - 08.2022
- Led customer service operations, ensuring timely and effective support in fast-paced environment.
- Handled scheduling and resolved problems, implementing process improvements that enhanced service delivery.
- Provided customer service by addressing customer needs and inquiries, ensuring satisfaction.
- Implemented expansion strategy for new retail locations, contributing to business growth.
Education
Bachelor of Science - Healthcare Organizational Leadership
Northeastern University
Boston, MA05-2016
Associate of Science - Respiratory Care
Northwest Arkansas Community College
Rogers, AR06-2013
Skills
- Project management
- Problem solving
- Stakeholder engagement
- Client relations (CRM)
- SLA management
- KPI monitoring
- Cross-functional teamwork
- Team performance oversight
- Service management
- Supply chain coordination
- Sales operations alignment
- Vendor sourcing
- Flexible schedule
- MS office
- Team performance oversight
- KPI monitoring
Timeline
Service Project Manager
Poyant Signs Inc.
01.2023 - Current
Operations Manager
Lita Sea Glass Jewelry
06.2022 - 01.2023
Operations Manager
Plan It Eats
06.2018 - 08.2022
Bachelor of Science - Healthcare Organizational Leadership
Northeastern University
Associate of Science - Respiratory Care
Northwest Arkansas Community College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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