Takeisha Russell
Columbus
Summary
Strategic Operations Manager specializing in team leadership and process optimization. Developed training programs that enhanced service quality and operational efficiency. Expertise in conflict resolution and project management, driving continuous improvement and fostering strong client relationships. Focused on implementing cost-effective strategies that streamline workflows and reduce expenses.
Overview
13
13
years of professional experience
Work History
Operations Manager
Chase Travel
Westerville
12.2014 - 12.2024
- Directed daily operations by implementing short-term and long-term strategies to meet business plan and profitability objectives.
- Manage incentive programs that achieve an 80% attendance rate, ensuring consistent service level attainment on both daily and monthly metrics.
- Oversaw staff training programs, improving operational efficiency and elevating service quality.
- Optimize training and mentoring processes by utilizing diverse platforms, thereby reducing the impact on work schedules through the streamlining of classroom sessions.
- Coordinated employee scheduling and training programs to ensure adequate coverage and skill development.
- Managed staffing needs through recruitment, selection, onboarding, and training.
- Establish and maintain productive relationships with partner sites and accounting departments, resulting in the development and implementation of standard operating procedures across various clients and contact centers.
CSR
Discover Financial Services
New Albany
10.2012 - 10.2013
- Managed high volume of inbound and outbound calls, providing detailed information on financial products to support informed customer decisions.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Handled high-volume call traffic while maintaining a positive customer experience.
- Guided consumers in navigating debt repayment processes, employing problem-solving strategies to enhance repayment success.
- Developed personalized payment arrangements, effectively negotiating to resolve client debts and improve financial outcomes.
- Educated customers on product offerings and service features thoroughly.
- Processed account updates and changes accurately in the company system.
Loan Servicing Specialist
PNC Bank
Whitehall
09.2011 - 08.2012
- Consistently surpassed collection targets, achieving peak performance metrics.
- Processed loan applications while ensuring compliance with regulatory standards.
- Reviewed payment histories and adjusted account balances to ensure accuracy and compliance.
- Maintained detailed records of customer interactions and service requests to enhance service quality.
- Utilized negotiation and problem-solving skills to facilitate consumer debt repayment.
- Handled substantial volumes of inbound and outbound calls for credit card accounts, facilitating timely reconciliations.
Education
Some College (No Degree) - Secondary Education
Kentucky State University
Frankfort, KYSome College (No Degree) - Secondary Education
Columbus State CC
Columbus, OHSkills
- Project management
- Planning and implementation
- Risk management
- Operational excellence
- Business strategy
- Strategic planning
- Continuous improvement
- Team leadership
- Talent management
- Client relations
- Negotiation skills
- Conflict resolution
Timeline
Operations Manager
Chase Travel
12.2014 - 12.2024
CSR
Discover Financial Services
10.2012 - 10.2013
Loan Servicing Specialist
PNC Bank
09.2011 - 08.2012
Some College (No Degree) - Secondary Education
Kentucky State University
Some College (No Degree) - Secondary Education
Columbus State CC