Sharon Leonard
651 Wood Church Road, Louisburg,NC
Summary
Accomplished Operations Manager with a proven track record at Maxim Healthcare, enhancing operational efficiency and customer satisfaction. Skilled in operations management and team leadership, demonstrated through improved performance metrics and employee motivation. Expert in implementing effective policies and fostering strong customer and team relationships.
Overview
32
32
years of professional experience
Work History
Operations Manager
Maxim Healthcare
03.2019 - 06.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- 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.
Field Support Manager
Maxim Healthcare
07.2014 - 03.2019
- Evaluated emerging technologies for potential integration into field support operations, staying ahead of industry trends and maintaining a competitive edge.
- Enhanced customer relationships by conducting regular site visits, addressing concerns, and tailoring support services to meet unique needs.
- Increased team productivity by developing efficient scheduling tools that maximized staff availability during peak service periods.
- Collaborated with cross-functional teams to address systemic issues impacting field operations and support quality.
- Identified areas for process improvement through thorough analysis of field support data and trends, leading to targeted interventions.
- Improved field support efficiency by streamlining communication channels and implementing standardized processes.
Branch Manager
Maxim Healthcare
07.2003 - 07.2014
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Branch Manager
CareFocus
11.1997 - 07.2003
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Service Coordinator
CareFocus
01.1994 - 11.1997
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
Clerk/Receptionist
CareFocus
10.1992 - 01.1994
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
Education
Bachelor of Science - Business Administration
Barton College
Wilson, NC05.1992
Associate of Arts -
Louisburg College
Louisburg, NC05.1990
High School Diploma -
Louisburg High School
Louisburg, NC06.1988
Skills
Problem-Solving
Team Leadership
Operations Management
Customer Service
Operations Monitoring
Operational Efficiency
Decision-Making
Employee relations and conflict resolution
Planning and Implementation
Policies and procedures implementation
Employee Motivation
Performance monitoring
Timeline
Operations Manager
Maxim Healthcare
03.2019 - 06.2024
Field Support Manager
Maxim Healthcare
07.2014 - 03.2019
Branch Manager
Maxim Healthcare
07.2003 - 07.2014
Branch Manager
CareFocus
11.1997 - 07.2003
Service Coordinator
CareFocus
01.1994 - 11.1997
Clerk/Receptionist
CareFocus
10.1992 - 01.1994
Bachelor of Science - Business Administration
Barton College
Associate of Arts -
Louisburg College
High School Diploma -
Louisburg High School
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