Summary
Overview
Work History
Education
Skills
Quote
Work Preference
Timeline
Generic
SONFONIA MOORE

SONFONIA MOORE

JACKSON,MS

Summary

Proven leader in operations management, adept at fostering staff development and enhancing operational efficiency. At FedEx Office, significantly reduced employee turnover by 99%, showcasing strong interpersonal communication and problem-solving skills. Excels in customer relationship management and process improvements, driving customer satisfaction and organizational success.

Overview

22
22
years of professional experience

Work History

Senior Assistant Business Processor

Gainwell Technologies
08.2022 - 07.2024
  • Maintained strict confidentiality of sensitive information while managing complex filing systems for both physical documents and digital records.
  • Oversaw daily operations within the department, delegating tasks efficiently and maintaining a positive work environment for all team members.
  • Provided exceptional support to executive leadership by managing schedules, coordinating travel arrangements, and preparing materials for meetings and presentations.
  • Developed strong working relationships with internal departments and external partners, fostering seamless collaboration across teams.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Facilitated regular staff training sessions to keep employees up-to-date on industry best practices and company policies.
  • Acquired product and service knowledge to provide solutions to customers.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Implemented improved data analysis techniques, leading to better informed decision-making processes within the organization.
  • Conducted thorough market research to inform strategic planning decisions regarding product offerings or service enhancements within the organization.
  • Optimized workflow processes by implementing automation tools, significantly reducing manual labor requirements and improving project turnaround times.
  • Increased customer satisfaction with timely responses to inquiries, thorough research, and effective problem-solving strategies.
  • Enhanced team productivity by streamlining communication processes and implementing efficient project management software.
  • Spearheaded process improvements initiatives that resulted in increased efficiency, reduced errors, and enhanced overall business performance.
  • Contributed to positive company branding by representing the organization at industry events, networking with potential clients, and delivering informative presentations.
  • Used data processing and statistical software to process large amounts of data and paperwork.
  • Served as a trusted advisor to peers and junior team members, offering guidance on best practices while fostering an atmosphere of continuous learning within the workplace.

Review and Modifications Supervisor

Young Williams CSS
11.2016 - 03.2022
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.

Business Center Manager/Operations

FedEx Office
01.2005 - 03.2016
  • Reduced employee turnover rate by 99% by establishing strong employee and manager relationship
  • Compiled and drafted 3 financial and customer reports daily
  • Posted reports daily for all other 16 individual Center Managers
  • Completed 6 performance reviews quarterly, offering praises and recommendations for those needing improvement
  • Resolves customer disputes and complaints to ensure timely resolution and customer satisfaction
  • Oversee shipping related services and activities
  • Creates a customer focused environment in all areas of the store (production, retail, self service, and shipping) and monitors the center ensuring a clean and professional environment
  • Regularly reviewed financial reports to identify areas for potential revenue growth or cost reduction opportunities.
  • Monitored trends within the industry identifying new opportunities for growth and potential threats to the business.
  • Managed daily operations for a successful business center, ensuring smooth workflow and timely completion of tasks.
  • Implemented quality assurance measures through regular evaluations of services provided ensuring consistent excellence across all aspects of the business center.
  • Implemented cost-saving measures while maintaining high-quality services, reducing overhead expenses significantly.
  • Facilitated partnerships with local businesses to offer additional services within the business center, expanding offerings for clients.
  • Increased client satisfaction by promptly addressing concerns and providing exceptional customer service.
  • Utilized data-driven insights to make informed decisions about resource allocation, staffing levels, and operational improvements.

Front Desk Manager

Courtyard by Marriott
01.2003 - 01.2005
  • Held accountable for all transactions performed during your scheduled shift and correctly follow banking-out and shift closing procedures
  • Maintain a clean work areas safe and clean
  • Provide accurate, descriptive hotel and city information to all callers
  • Be knowledgeable of hours of operation for all hotel facilities
  • Handle mail and messages per prescribed procedure
  • Answering phones promptly in a polite and professional manner using the standard phraseology
  • Responsibility for routing incoming calls to the right department, guestroom, meeting room, or other facilities
  • Maintaining log for all wake-up requests in the Wake-up machine and logging VIP wake-ups on the master log
  • Responsible for receiving and delivery of guest and administrative faxes; following the guidelines outlined in the fax
  • Maintaining and completing log for all problems and guest complaints

Education

High School Diploma -

Provine High School
Jackson, MS
01.1997

Skills

  • Staff Training and Development
  • Operations Management
  • Facilities Management
  • Human Resources
  • Customer Service
  • Problem-Solving
  • Employee relations and conflict resolution
  • Planning and Implementation
  • Team Leadership
  • Project planning and development
  • Decision-Making
  • Operational Efficiency
  • Organizational Management
  • Management
  • Maintaining Compliance
  • Policies and procedures implementation
  • Health and safety compliance
  • Employee Motivation
  • Sales Presentations
  • Superb time management skills
  • Client Relations
  • Customer Relationship Management
  • Work flow planning
  • Project Leadership
  • Invoice Processing
  • Goal Setting
  • Staff Management
  • Interpersonal Communication
  • Process flows
  • Continuous improvements
  • Client Relationships
  • Strategic Planning
  • Schedule Management
  • Staff Training
  • MS Office
  • Inventory Control
  • Inventory Management
  • Unsurpassed work ethic

Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementCompany CultureWork-life balancePersonal development programsHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leaveTeam Building / Company Retreats

Timeline

Senior Assistant Business Processor

Gainwell Technologies
08.2022 - 07.2024

Review and Modifications Supervisor

Young Williams CSS
11.2016 - 03.2022

Business Center Manager/Operations

FedEx Office
01.2005 - 03.2016

Front Desk Manager

Courtyard by Marriott
01.2003 - 01.2005

High School Diploma -

Provine High School

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SONFONIA MOORE