Takeya Sneeze
Snellville,GA
Summary
Proactive Operations Manager with extensive experience in HR, collections, and customer service. Proven track record in employee empowerment, compliance, performance management, and budget oversight. Expertise in legal compliance, payroll administration, and customer satisfaction, bringing strong problem-solving and decision-making skills to drive operational excellence. Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
14
14
years of professional experience
Work History
Operations Manager
Emcompass Agency
01.2019 - 01.2023
- Coordinated all business development for 2 insurance locations in the metro Atlanta area, with 25 employees
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Acted as a liaison between the owner and employees, conducted all exit interviews, and administered FMLA leave
- Responsible for all Personal Action Forms for the company, promotions, demotions, terminations, status changes, and pay rate changes for payroll.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Human Resources Manager
Emcompass Agency
01.2016 - 01.2019
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained and enhanced employee benefits programs; compensation, insurance, expenses, vacation, and other personnel packages.
- Handled Payroll and assumed responsibility for all onboarding scans (I9).
- Organized and ran local trade shows and marketing events. Gained proficiency in HRIS/HRMS system
Collections Manager III
Bank of America
06.2011 - 06.2014
- Managed approximately 85 incoming calls, emails and faxes per day from customers
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Worked with legal resources and recovery teams to manage default issues.
Customer Assistance Representative
Bank of America
03.2009 - 05.2011
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Served as a liaison between customers and other departments to ensure seamless communication on critical matters or escalated concerns.
- Exceeded performance metrics consistently, demonstrating dedication to delivering exceptional service.
- Streamlined customer service processes for improved efficiency and faster resolution times.
- Promoted additional products or services when appropriate, increasing sales revenue without sacrificing customer satisfaction levels.
- Reduced response times, effectively handling a high volume of calls and emails daily.
- Retained valuable clients by proactively addressing potential issues before they escalated into more significant concerns.
- Participated in ongoing training programs to stay updated on industry trends, products/services offerings, and effective service techniques for continuous improvement opportunities.
- Demonstrated empathy towards customers facing difficulties, offering solutions tailored to their specific circumstances while adhering to company guidelines.
- Assisted customers in navigating company website or online platform, guiding them through various features for optimal usage experience.
- Managed customer accounts, ensuring accurate billing details and prompt issue resolution.
Customer Service Representative
Comcast
12.2008 - 01.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Arts - Business Administration And Management
DeVry University
Decatur, GA2008
Skills
- Problem-Solving
- Decision-Making
- Customer Service
- HR policies and procedures
- Microsoft Office proficiency
- Benefits and compensation management
- Payroll Administration
- Talent Acquisition
- Compliance
- Human Resources Operations
- Legal Compliance
- Employee Onboarding
- Problem-solving skills
- Customer Support
- Data Entry
- Call Center Operations
- Quality Assurance
- Data Analysis
- Team Leadership
- Operations Management
Timeline
Operations Manager
Emcompass Agency
01.2019 - 01.2023
Human Resources Manager
Emcompass Agency
01.2016 - 01.2019
Collections Manager III
Bank of America
06.2011 - 06.2014
Customer Assistance Representative
Bank of America
03.2009 - 05.2011
Customer Service Representative
Comcast
12.2008 - 01.2010
Bachelor of Arts - Business Administration And Management
DeVry University
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