SPENCER MORTON
Voorhees,NJ
Summary
Knowledgeable Director of Operations with a proven track record in optimizing operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
18
18
years of professional experience
Work History
Director of Operations
Tech Innovators Inc
01.2021 - 02.2025
- Organized the delivery of strategic reliability programs, increasing system uptime by 15% and enhancing observability solutions across multiple platforms.
- Communicated with executives and immediate team members, ensuring alignment and resolving systemic challenges, resulting in a 20% improvement in project delivery times.
- Identified and drove key elements for success, delegating tasks and holding functional areas accountable, leading to a 25% increase in team productivity.
- Acted as a change agent, facilitating successful program delivery and reducing operational costs by 18%.
- Ensured program success and mitigated major risks, contributing to a 30% reduction in critical incidents.
Operations Manager
Streamline Industries
11.2018 - 01.2021
- Led daily operations, ensuring seamless workflow across departments and driving a 80% increase in operational efficiency.
- Developed and implemented process improvements that reduced costs by 60% and improved service delivery.
- Collaborated with senior leadership to design and execute strategic initiatives aligned with business goals.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- 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.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Assisted in recruiting, hiring and training of team members.
Operations Manager
Apex Enterprises
08.2014 - 09.2018
- Partnered with executive leadership to develop and execute long-term operational strategies.
- Directed daily business operations, increasing operational efficiency by 70%, and ensuring alignment with corporate objectives.
- Implemented streamlined processes, resulting in a 50% reduction in operational costs and improved service delivery.
- Led a team of professionals, driving performance through clear communication, goal setting, and mentorship.
- Analyzed key performance indicators (KPIs) to identify areas for improvement and successfully achieved or exceeded targets.
- Managed budgeting and cost control processes, saving the organization 60% annually.
Call Center Manager
Wachovia Bank
01.2007 - 03.2011
- Partnered with executive leadership to develop and execute long-term operational strategies.
- Directed daily business operations, increasing operational efficiency by 70%, and ensuring alignment with corporate objectives.
- Implemented streamlined processes, resulting in a 50% reduction in operational costs and improved service delivery.
- Led a team of professionals, driving performance through clear communication, goal setting, and mentorship.
- Analyzed key performance indicators (KPIs) to identify areas for improvement and successfully achieved or exceeded targets.
- Managed budgeting and cost control processes, saving the organization 60% annually.
- Led a team of 20 call center agents, improving customer satisfaction scores by 50% through targeted training and process enhancements.
- Implemented new call handling procedures, reducing average call time by 60% while maintaining high-quality service standards.
- Monitored and analyzed call center performance metrics (e.g., service levels, response times, and resolution rates) to identify areas for improvement.
- Ensured compliance with banking regulations and internal policies, conducting regular audits and quality checks.
- Reduced employee turnover by 40% through enhanced training programs and employee engagement initiatives.
Education
Master of Business Administration (M.B.A.) - Business Administration
Drexel University
Philadelphia, PA05.2014
Associate in Applied Science (A.A.S.) - Business Administration
Community College of Philadelphia
Philadelphia, PA05.2006
Skills
- Operational efficiency
- Strategic planning and execution
- Business management
- Process improvements
- Cost control
- Workforce planning
- Performance analysis
- Operations management
- Customer service management
- KPI tracking
- Salesforce
- Oracle
- Tableau
- Microsoft
Timeline
Director of Operations
Tech Innovators Inc
01.2021 - 02.2025
Operations Manager
Streamline Industries
11.2018 - 01.2021
Operations Manager
Apex Enterprises
08.2014 - 09.2018
Call Center Manager
Wachovia Bank
01.2007 - 03.2011
Master of Business Administration (M.B.A.) - Business Administration
Drexel University
Associate in Applied Science (A.A.S.) - Business Administration
Community College of Philadelphia
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