SCOTT NEUMAN
Nextech
Wyandotte,MI
27
years of professional experience
INNOVATIVE OPERATIONS MANAGER
Planning Manager • Operations Director • Customer Experience Management • Operations P&L Management • Service Delivery • Operations Management • Employee Relations • Optimized Workflows • Led Training • Improved Efficiency • Maintained SLA Compliance
Work History
Operations Manager
3 Years 7 Months- Oversaw daily operations for a team of 3 Office Managers, 3 Field Managers, up to 7 Dispatchers, and up to 40 Field Technicians, ensuring productivity and accountability.
- Led operational restructuring of the Virginia branch by delivering comprehensive process training and strategic assessments over 6 weeks which improved workflow consistency.
- Evaluated technician schedules in response to emergency service volume to ensure critical work was completed efficiently without disrupting scheduled operations.
- Developed and implemented employee training programs that focused on technical expertise and leadership development, creating clear pathways for internal advancement.
- Promoted high customer satisfaction through knowledgeable problem resolution supported by excellent communication skills in addressing product complaints effectively.
- Maintained SLA compliance and resolved complex issues to boost customer satisfaction.
- Collaborated with teams to streamline operations, cut costs, and drive growth.
- Directed P&L for the Michigan branch by spearheading innovative, disciplined strategic initiatives that consistently drove record revenue growth and maximized profitability.
- Optimized technician routing and scheduling to boost efficiency and cut downtime.
Service Supervisor
1 Year 6 Months- Promoted high customer satisfaction by resolving problems efficiently with friendly service.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
- Participated in various learning and educational opportunities to update and maintain job knowledge, including Meticulous Hiring and Supervisor Effectiveness Training.
Executive General Manager
1 Year 5 Months- Tracked monthly sales to generate reports for business development growth and planning.
- Enhanced operational performance by developing business strategies and procedures.
- Maximized time and manpower by consolidating data, payroll and accounting programs into one centralized system to improve workforce productivity and efficiency.
- Oversaw all corporate communications to streamline data and information sharing initiatives.
- Developed employee handbook, job descriptions and workflow plans to formalize operational systems and procedures; Created schedules and monitored payroll to remain within budget.
- Designed sales and service strategies to improve company revenue and retention.
- Conducted employee evaluations to provide feedback and recognize quality performance.
Conductor
10 Months- Interpreted documents and observed train movement to ascertain functionality.
- Guided rail cars and train movements through radio transmission to enhance operations.
- Directed crew members by employing flag or hand signals, lantern and radio communications.
- Communicated with dispatchers regarding trains' routes, timetables, and cargo.
- Observed yard traffic to determine track availability to accommodate inbound/outbound traffic.
District Manager
20 Years- Performed site evaluations, customer surveys and team audits.
- Demonstrated leadership by making improvements to work processes and training others.
- Improved operations by working with team members and customers to find workable solutions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Mentored team members by demonstrating best practices for sales and customer service.
- Maximized branch revenue by optimizing daily operations, improving operating results.
Education
General Studies
Skills
Operations Management
Operations Oversight
Workflow Optimization
Process Improvement
Decision-Making
Staff Training
Customer Relationship Management
Staff Development
Maintaining Compliance
Performance Monitoring
Goal Setting
Policy and Procedure Implementation
Strategic Planning and Implementation
Problem-Solving
Team Leadership
Employee Relations And Conflict Resolution
Staff Management
Operational Efficiency
Operations Monitoring
Communication Skills
Customer Satisfaction
Collaboration
Feedback Management
Leadership
Delegation
Empathy
Adaptability
Critical Thinking
Interpersonal Skills
Creativity
Resilience
Problem Sensitivity
Active Listening
Detail-Oriented
Timeline
Operations Manager
Nextech
2023.02 - CurrentRead More
Service Supervisor
Cintas
2021.08 - 2023.02Read More
Executive General Manager
Big Boy Restaurants
2020.03 - 2021.08Read More
Conductor
CN Rail
2019.05 - 2020.03Read More
District Manager
Burger King
1999.04 - 2019.04Read More
Eastern Michigan University
General Studies
Read More