Shayla Ellis
Gibsonton,FL
Summary
Driven Operations Manager and talented leader with 10 years of professional 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.
Overview
11
11
years of professional experience
Work History
Operations Manager
220 Lab Group, LLC
02.2019 - Current
- Developed and applied project management strategies, plans, and objectives that improved department efficiency
- Implemented client onboarding and training processes
- Compliance review
- Managed department KPI and SLAs
- Drive continuous improvement within the process to actively identify opportunities through quality initiatives.
Front End Team Lead
Cognizant
02.2016 - 02.2019
- Owned team projects and process improvement initiatives
- Managed daily production, service tickets and SLA goals
- Team development and training
- Resolved escalated client concerns
- Conducted regular team briefings and 1:1 coaching
- Managed HR, attendance and performance records
- Identify areas of improvement to enhance the department process
- Performed user-acceptance testing at the end of the project
- Collaborated with leadership to define objectives, processes, policies, procedures and organizational rules.
Subject Matter Expert
United Healthcare, Military and Veterans
03.2013 - 02.2016
- Managed a high volume of inbound and outbound calls
- Corresponded with clients via chat and email
- Escalated call resolution
- Creating project-related documentation and training manuals
- Teaching or training project employees and consumers
- Authorization and Referral management.
Education
Bachelor of Science - Cybersecurity and Information Assurance (Pursuing)
Western Governors University
Skills
- Microsoft Office
- Agile Project Management
- Client Relations
- Process Improvement and Implementation
- Project Leadership
- Data Analysis
- SQL
- User Acceptance Testing
- ServiceNow
- Jira
- Quality Assurance and Auditing
- Training Development
- Workflow Analysis
- Inventory Management
- Database Administration
- Onboarding and Orientation
- Organizational Management
- Performance Monitoring
- Workflow Optimization
Personal Information
Title: Operations Manager
References
References are available upon request.
Timeline
Operations Manager
220 Lab Group, LLC
02.2019 - Current
Front End Team Lead
Cognizant
02.2016 - 02.2019
Subject Matter Expert
United Healthcare, Military and Veterans
03.2013 - 02.2016
Bachelor of Science - Cybersecurity and Information Assurance (Pursuing)
Western Governors University
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