Vanessa Segarra

Operations Manager

SYNQ3 Restaurant Solutions

Colorado Springs, CO

08.2013 - 09.2023

Successfully led projects to increase productivity to help meet contractual obligations to clients, I was able to increase productivity from low 70% to 94%.
Monitor agents live or recorded calls to ensure quality requirements are being met, coached and to provide feedback on how to overall improve customer satisfaction.
Maintain and met set metric goals for myself and team overall performance.
Manage a team of 7 Supervisors and their Specialist of approx. 400 agents while also managing direct contact for several clients.
Direct communication with clients and internal departments to provide daily, weekly, and monthly stats of Operations. Present matrix performance to clients during status meetings and calibrations.
Coach and develop Supervisors and Agents to increase overall performance. Also conducted several contests to engage team participation to improve individual, team and site wide goals.
Executed launces for new client business by ensuring agents received proper training, call flow or script, business rules, metric expectations, quality guidelines, visual aids and client requirements.
Organize events throughout the year as part of the Culture Committee, responsible for updating social media, budgeting and bookkeeping.
Ensure training is up to date for each client and the agents have the tools needed to successfully take calls.
Maintained expectations set by the company, clients and industry standards.
Update employee portal with current training material for all departments access.
Assisted in recruiting, hiring and training of team members.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Trained and guided team members to maintain high productivity and performance metrics.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Tracked trends and suggested enhancements to both challenge and refine the level of service to our clients.
Skilled at working independently and collaboratively in a team environment.
Self-motivated, with a strong sense of personal responsibility.
Proven ability to learn quickly and adapt to new situations.
Worked well in a team setting, providing support and guidance.
Worked effectively in fast-paced environments.
Managed time efficiently in order to complete all tasks within deadlines.
Demonstrated respect, friendliness and willingness to help wherever needed.
Excellent communication skills, both verbal and written.
Passionate about learning and committed to continual improvement.
Adaptable and proficient in learning new concepts quickly and efficiently.
Organized and detail-oriented with a strong work ethic.
Strengthened communication skills through regular interactions with others.
Proved successful working within tight deadlines and a fast-paced environment.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Paid attention to detail while completing assignments.
Cultivated interpersonal skills by building positive relationships with others.

Summary

Overview

Work History

Operations Manager

Education

Bachelor of Arts - Architecture

Skills

Languages

Timeline

Operations Manager

Bachelor of Arts - Architecture

Similar Profiles

Trinity Thompson-OwenTrinity Thompson-Owen

Amelia VelazquezAmelia Velazquez

Eileen JacksonEileen Jackson