SUSAN SUMERALL
Labelle,FL
Summary
Results-oriented Operations Manager with a track record of enhancing productivity through strategic planning and process optimization. Collaborates effectively with stakeholders to improve operational efficiency and reduce costs. Delivers on business objectives with strong organizational skills and expertise in operational and budget management.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Operations Manager
Southern Cross Tikis & More
01.2025 - 12.2025
- Maintained project records, ensuring compliance with contracts, permits, and drawings.
- Managed daily operations to ensure efficient workflow and high service quality.
- Developed operational processes that increased productivity and minimized waste.
- Implemented policies and standard operating procedures to manage quality and logistics.
- Supervised team members, providing training to enhance skills and performance.
- Analyzed operational data to identify improvement opportunities in workflows.
- Resolved customer complaints promptly, ensuring optimal satisfaction levels.
- Coordinated communication among clients, subcontractors, and vendors to streamline project execution.
Manager, Customer Care Center
Lee County Electric Cooperative
North Fort Myers, FL
12.2018 - 02.2023
- Led team of 52, directing training and performance management to elevate customer service.
- Developed training programs to strengthen staff skills and knowledge of operational procedures, enhancing overall service quality.
- Analyzed customer feedback data to formulate action plans for service improvement.
- Implemented process improvements to streamline operations, resulting in increased team efficiency.
- Supervised daily operations of electrical service projects and maintenance activities.
- Managed scheduling and resource allocation for multiple concurrent projects effectively.
- Facilitated communication between field teams and management to improve workflow and resolve issues promptly.
- Ensured compliance with industry regulations and upheld company standards consistently.
Customer Care Center Supervisor
Lee County Electric Cooperative
North Fort Myers, FL
12.2011 - 12.2018
- Supervised daily operations of customer care team of up to 20 agents.
- Resolved escalated customer inquiries and complaints, ensuring prompt resolution.
- Monitored call quality, provided feedback to enhance agent skills and improve customer interactions.
- Trained staff on customer service protocols and best practices to enhance performance.
- Implemented process improvements that streamlined operations and enhanced service delivery.
- Collaborated with departments to address complex customer needs efficiently.
- Developed reports that assessed call center performance and identified opportunities for agent development.
- Facilitated regular team meetings to discuss performance, strategies, and feedback.
Energy Administrator
Lee County Electric Cooperative
North Fort Myers, FL
07.2008 - 12.2011
- Created spreadsheets to monitor project progress, budgets, and key metrics.
- Oversaw administrative tasks, streamlining operations for improved effectiveness.
- Implemented office procedures to improve workflow and communication.
- Led administrative staff, delegating tasks to maximize team productivity.
- Coordinated schedules and meetings for team members and management.
- Trained new staff on administrative processes and company policies.
- Processed correspondence and maintained organized records.
- Supported customer inquiries by providing information and resolving issues.
Operations Manager
General Air Conditioning
Naples, Florida
01.2005 - 01.2008
- Coordinated project schedules to achieve on-time HVAC system completions.
- Monitored job progress to proactively address potential issues or delays.
- Scheduled regular equipment inspections to optimize performance levels.
- Reviewed blueprints prior to new installations to ensure accuracy.
- Ordered necessary parts and materials for HVAC systems.
- Resolved customer inquiries to enhance satisfaction with system performance and maintenance services.
- Prepared daily reports outlining completed tasks and future objectives.
- Maintained accurate records of service calls performed by technicians.
Administrative Services Coordinator
General Air Conditioning
Naples, Florida
06.2002 - 01.2005
- Coordinated daily administrative tasks to improve operational efficiency and support staff productivity.
- Managed scheduling for meetings and appointments across various departments.
- Provided comprehensive support for special projects assigned by senior management.
- Monitored inventory levels of office supplies, ensuring consistent availability.
- Processed vendor invoices in accordance with company policy to ensure timely payments.
- Handled customer inquiries and resolved issues related to product delivery or billing disputes promptly.
- Generated weekly status reports detailing project progress for management review.
- Organized records and files for quick access to information.
New Construction Coordinator
Sun Country Cooling
Fort Myers, Florida
06.1999 - 06.2002
- Coordinated project timelines and schedules, ensuring timely completion of construction tasks.
- Managed materials procurement and inventory to prevent project delays.
- Collaborated with contractors to ensure safety compliance and uphold regulatory standards.
- Organized site inspections, upholding quality control standards during construction.
- Reviewed plans for accuracy prior to ordering materials and scheduling contractors.
- Resolved on-site issues through effective coordination with team members.
- Facilitated stakeholder meetings to communicate project updates and clarify requirements.
- Monitored vendor progress payments, ensuring timely transactions.
Education
High School Diploma -
LaBelle High School
LaBelle01.1995
Some College (No Degree) - Business Administration And Management
Keiser University
Fort Myers, FLSkills
- Communication skills
- Team collaboration
- Critical thinking
- Time management
- Leadership abilities
- Adaptability
- Project management
- Analytical skills
- Strategic planning
- Operational improvement
- Performance metrics
- Process improvement
- Quality assurance
- Customer relationship management
- Operational efficiency
- Conflict resolution
- Effective communication
- Performance management
- Workflow optimization
- Cross-functional communication
- Employee relations
- Decision-making skills
- Business development knowledge
- Financial analysis
- Interpersonal communication skills
- Business operations management
- Staff management
- Contract review and recommendations
- Work planning strategies
- Workforce management strategies
- Customer service excellence
- Microsoft Office proficiency
Languages
English
Full Professional
Certification
Notary Public - Florida, Expires 01-27-2029
Accomplishments
JD Powers Award, Q3 2022 - Best in Class, Agent Knowledge
Timeline
Operations Manager
Southern Cross Tikis & More
01.2025 - 12.2025
Manager, Customer Care Center
Lee County Electric Cooperative
12.2018 - 02.2023
Customer Care Center Supervisor
Lee County Electric Cooperative
12.2011 - 12.2018
Energy Administrator
Lee County Electric Cooperative
07.2008 - 12.2011
Operations Manager
General Air Conditioning
01.2005 - 01.2008
Administrative Services Coordinator
General Air Conditioning
06.2002 - 01.2005
New Construction Coordinator
Sun Country Cooling
06.1999 - 06.2002
High School Diploma -
LaBelle High School
Some College (No Degree) - Business Administration And Management
Keiser University