Domincia A. Allen
Burton,MI
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
24
24
years of professional experience
Work History
Operations Manager, BCBS
Morley
01.2020 - Current
- Manage and direct all aspects of incoming call center operations
- Motivate call center agents and Team Leaders to achieve high performance
- Assist in the execution of all product program launches
- Communicate consistently with all clients, internal and external, to make sure all expectations are met
- Implementing, reviewing and improving all call center policies, procedures to adhere to Morley Gold Standards
- Write and conduct performance evaluations of Operations Supervisor
Operations Manager, Roadside Services
Morley
04.2019 - 01.2020
- Manage and direct all aspects of incoming call center operations
- Motivate call center agents and Team Leaders to achieve high performance
- Assist in the execution of all product program launches
- Communicate consistently with all clients, internal and external, to make sure all expectations are met
- Implementing, reviewing and improving all call center policies, procedures to adhere to Morley Gold Standards
- Write and conduct performance evaluations of Operations Supervisor
Team Leader
11.2009 - 03.2013
- Prepares payroll documentation
- Maintains personnel files
- Communicate department and organizational objectives to employees
- Monitors team compliance to quality standards
- Assess individual training needs and ensure that those needs are met
GM Service Parts Operations
Morley
06.2009 - 06.2012
Special Projects Liaison
06.2009 - 11.2009
- Investigated and resolved any escalated issues brought forth by GM management
- Facilitated bi-weekly brain-storming meetings to handle “HOT” parts, issues and situations
- Compiled reports on outcome of meetings
GM Service Parts Operations
Minacs
07.2004 - 06.2009
- Assisted parts departments in placing and tracking orders for customer and stock orders
- Used problem-solving skills in handling escalated calls/cases received from parts departments
- Reported directly to GM management and handled their escalated cases and part concerns
- Investigated and resolved any escalated issues brought forth by GM management
- Facilitated bi-weekly brain-storming meetings to handle “HOT” parts, issues and situations
- Compiled reports on outcome of meetings
Store Manager
Sibley’s Shoes
09.2000 - 12.2003
Education
Medical Office Management -
Davenport College
Flint, Michigan01.2000
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Operations monitoring
- Employee relations and conflict resolution
- Staff management
- Staff training
- Planning and implementation
- Operational efficiency
- Management
- Performance monitoring
Accomplishments
Completed Morley SLP training program
References
Available upon request
Timeline
Operations Manager, BCBS
Morley
01.2020 - Current
Operations Manager, Roadside Services
Morley
04.2019 - 01.2020
Team Leader
11.2009 - 03.2013
GM Service Parts Operations
Morley
06.2009 - 06.2012
Special Projects Liaison
06.2009 - 11.2009
GM Service Parts Operations
Minacs
07.2004 - 06.2009
Store Manager
Sibley’s Shoes
09.2000 - 12.2003
Medical Office Management -
Davenport College
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