Shonica Lee
Keller
Summary
Dedicated Operations Manager with a strong track record in managing daily operations and fostering teamwork. Known for attention to detail and superb time management skills, consistently improving service quality and exceeding customer expectations.
Overview
18
18
years of professional experience
Work History
Operations Manager
Pro-Diem, Inc.
Fort Worth
01.2008 - Current
- Managed daily operations to optimize workflow and allocate resources effectively.
- Supervised staff performance and provided training on best practices and procedures.
- Resolved customer issues with knowledgeable and friendly service to enhance customer satisfaction.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Collaborated with team members to improve service quality.
- Developed positive relationships with customers through effective communication.
- Assisted customers with inquiries and product information.
- Trained new employees on customer service protocols and systems.
- Provided feedback to management on common customer issues.
- Maintained accurate records of customer interactions and transactions.
- Utilized office equipment to streamline workflow and support team activities.
- Maintained confidentiality of sensitive information entered into the system.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Checked source documents against entered data to ensure accuracy.
- Exceeded quality goals to support team productivity.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Entered data into spreadsheets, documents and databases with high accuracy rate.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Sam Houston High School
Arlington, TxSome College (No Degree) - Early Childhood Care and Education
Tarrant County College
Fort Worth, TXSkills
- Operations management
- Resource allocation
- Staff supervision
- Customer relationship management
- Data entry
- Customer service
- Attention to detail
- Superb time management skills
Timeline
Operations Manager
Pro-Diem, Inc.
01.2008 - Current
High School Diploma -
Sam Houston High School
Some College (No Degree) - Early Childhood Care and Education
Tarrant County College