Todd Neel
St. Louis,Missouri
Summary
Proven leader in operations management and customer service, with a track record of enhancing operational efficiency and employee performance at Hinduja Global Solutions. Skilled in problem-solving and team leadership, I've driven process improvements that significantly increased productivity. Expert in MS Office and adept at fostering client relations, my strategies have consistently led to higher employee retention and customer satisfaction. Seasoned Operations Manager and talented leader with 25+ 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
27
27
years of professional experience
1
1
Certification
Work History
Operations Manager
Hinduja Global Solutions
07.2002 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- 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.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
Customer Service Supervisor
Chrysler Financial
08.1997 - 07.2002
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Negotiated with suppliers to improve product quality received by customer service.
- Kept high average of performance evaluations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
MBA - Management And Leadership
Webster University
St Louis, MO05.2022
Bachelor of Arts - English
University of Missouri - St Louis
St Louis, MO05.1995
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operations Monitoring
- Operational Efficiency
- Employee relations and conflict resolution
- Management
- Staff Management
- Policies and procedures implementation
- Performance monitoring
- MS Office
- Client Relations
- Process Improvement
Accomplishments
- Reduced operational expenses by 20% by streamlining branch operations.
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 10 in the development of Seminis Call Project.
Certification
- ISO 9001, 2015 Lead Auditor Certification – Exemplar Global or PECB.
- Lean Six Sigma Certification - International Association for Six Sigma Certification.
- Salesforce Administrator Credential – Salesforce.
Timeline
Operations Manager
Hinduja Global Solutions
07.2002 - Current
Customer Service Supervisor
Chrysler Financial
08.1997 - 07.2002
- ISO 9001, 2015 Lead Auditor Certification – Exemplar Global or PECB.
- Lean Six Sigma Certification - International Association for Six Sigma Certification.
- Salesforce Administrator Credential – Salesforce.
MBA - Management And Leadership
Webster University
Bachelor of Arts - English
University of Missouri - St Louis
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