Santerra Suggs
Mebane,NC
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Amazon
06.2023 - Current
- Reward All-Star Leader of the Month in December 2024
- Installed an Inbound Flow Control Monitor to help volume flows to Material Handling Equipment
- Help Drive the site to a 75% reduction in safety incidents year to date
- Continuous weekly improvement in nailing labor plans
- Responsible for using problem-solving abilities to anticipate and troubleshoot issues threatening to disrupt operations
- It has enhanced overall safety through improved training programs and safety equipment
- I monitored staff performance regularly, providing feedback for improvement
Customer Service Representative
TruliantFCU
09.2022 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Certified Trainer
Chick-Fil-A
09.2021 - 10.2022
- Train new employees on daily procedures performed in the kitchen
- Prepare ingredients and re-stocked supplies to support the kitchen team
- Maintained customer satisfaction
- I was able to train many new employees who became very well-developed and skillful in their area of work
- Inspect and clean food preparation areas and serving areas to ensure safe and sanitary food-handling practices
- Provide every customer with visually appealing food by cooking and plating dishes correctly
Team Leader
Burger King
02.2015 - 06.2019
- Ensured customers received positive, fast, accurate service
- Drove drive-thru service time metrics for the region
- Responsible for team operations and workflow during busy periods, making adjustments to improve pace
- Managed team members and delegated tasks effectively
- Organized schedules and daily assignments for the team, leveraging individual knowledge, and strengths to maximize team success
Education
B.S. - Management
North Carolina Agricultural And Technical State University
Greensboro, NC05-2023
Skills
- Strong Communication
- Complex Problem-Solving
- Time Management
- Inventory Counting
- Performance Monitoring
- Equipment Operation
- Team Leadership
- Planning and Implementation
Certification
Bartending, 05/01/22
First Aid CPR, 11/2023
Timeline
Operations Manager
Amazon
06.2023 - Current
Customer Service Representative
TruliantFCU
09.2022 - 02.2023
Certified Trainer
Chick-Fil-A
09.2021 - 10.2022
Team Leader
Burger King
02.2015 - 06.2019
B.S. - Management
North Carolina Agricultural And Technical State University
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