Ryan Palmer
Manager
Mentor,OH
Summary
Operations Manager and talented leader with 15+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Looking to utilize my skills and experience for a senior management position.
Overview
14
14
years of professional experience
Work History
Operations Manager, Customer Experience
Spectrum
12.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with multiple sites to help with standardization and communication.
- Developed Process Improvement Team to assist with system and site wide improvements.
- Upheld a high standard of metric performance throughout the year.
Supervisor
Spectrum
09.2020 - 12.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees during Bridge Program.
- Incorporated multiple types of teaching strategies to help development individuals.
- Trained new supervisors to be more efficient at the role.
- Work with VP and Director on difficult customer accounts.
Supervisor
Del Lago Resort and Casino
07.2019 - 03.2020
- Listen to and resolve customer complaints regarding services, products, or personnel
- Hire, Train, and evaluate personnel
- Provide staff with assistance in performing difficult or complicated duties
- Attend company meetings to exchange information and coordinate work activities with other departments
- Plan and prepare work schedules, and assign employees to specific duties
- Additional help run 2 separate restaurants in the casino with over 100 direct employees reporting to me and over 300 total employees within those locations.
Supervisor
Applebees
07.2009 - 07.2019
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
Education
Business Administration
Finger Lakes Community College
Canandaigua, NY08.2007
Skills
- Customer Service - 20 years
- Supervisory Role - 13 years
- Management Role - 5 years
- Proficient with computers - 20 years
- RTS, CPO, BQOA, Avaya, App Bar - 3 year
- Employee Development
- Performance Improvement
- Customer Service Management
- Account Management
- Program Improvement
Accomplishments
- Promoted to Operations Manager after 2.5 years with Spectrum.
- Developed Idea for Tiger Team (Ticket Team)
- Top Ranked Metrically in multiple roles: Agent, Supervisor, Manager
- Developed Process Improvement Team
- Developed several individuals into the next role
- Work directly with new hires and bridge
- Help create a playbook for training new supervisors
Timeline
Operations Manager, Customer Experience
Spectrum
12.2022 - Current
Supervisor
Spectrum
09.2020 - 12.2022
Supervisor
Del Lago Resort and Casino
07.2019 - 03.2020
Supervisor
Applebees
07.2009 - 07.2019
Business Administration
Finger Lakes Community College
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