VANESSA RAE A. TEOPACO
Fremont,CA
Summary
Multi-skilled, self-motivated area operations manager with 23+ years of customer service experience. Dedicated in optimizing multi-site operations to drive efficiency and performance. Utilizes strong leadership and strategic planning skills to enhance team collaboration and operational outcomes. Track record of effective conflict resolution and resource management.
Overview
33
33
years of professional experience
Work History
Area Operations Manager
LBC Mundial Corp.
03.2003 - Current
- Traveled to branch and agent locations in Northern California per week to manage each store and perform reviews of individual employees.
- Manage a total of twenty employees and agents
- Prepare money remittance and cargo monthly reports, including audit reports
- Perform vehicle service audits
- Handles customer inquiries, claims and complaints with prompt resolution
- Maintain a strict customer privacy policy
- Responsible for bank deposits, including daily sales reconciliation
- Maintain knowledge of updated products and services
- Marketing of products to other merchants
- Worked with LBC’s Compliance Dept enforcing compliance with local, state and federal regulations and company standards.
- Provided excellent member services and maintained member satisfaction
- Employed security measures to ensure funds were not compromised
- Received cash and checks for deposit and verified amounts
- Maximized profits through thorough financial analysis, identifying areas for cost savings without compromising service quality or employee satisfaction.
- Enhanced customer satisfaction through focused staff training and regular performance evaluations.
- Managed multiple projects simultaneously while adhering to strict deadlines and budget constraints.
- Established effective communication channels between departments, improving collaboration and information sharing across the organization.
- Improved overall operational efficiency by streamlining processes and implementing new systems.
- Coordinated cross-functional teams to achieve alignment on goals, objectives, and overall business strategy.
- Ensured compliance with safety regulations, leading to a decrease in workplace accidents and injuries.
- Provided ongoing support to team members during times of organizational change or restructuring efforts.
- Built strong rapport with agents, securing favorable terms for contracts and negotiations.
- Increased employee retention rates by developing comprehensive onboarding programs for new hires.
- Devised and executed training plans for new and existing staff to support competency and compliance.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Led weekly meetings with team members to review progress, address challenges and drive timely task completion.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruiting, hiring and training of team members.
- Managing sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Assistant HUB coordinator
LBC Mundial Corp.
05.2002 - 02.2003
- Prepared daily pick-up schedules and routes for couriers
- Created courier sales and turn-over reports, including monthly sales comparison reports (used in monthly meetings)
- In constant communication with couriers and customers to ensure timely pick-up
- Optimized route planning for drivers, resulting in decreased fuel consumption and improved delivery times.
- Resolved escalated customer issues promptly, fostering positive relationships and retaining valued clients.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
In-Home Caretaker
Mrs. Kate Brown
06.2001 - 04.2002
- Prepared and served daily meals and vitamin supplements
- General house cleaning
- Weekly bathing with daily hygiene maintenance
Assistant
New Zealand Tours
04.1992 - 09.1998
- Collated tour packages and mailed to prospective passengers
- Drafted letter packages
Education
Clinical Medical Assistant -
Boston Reed College
Union City, CA12.2011
Associate Science Degree in Nursing -
College of San Mateo
San Mateo, CA01.2001
General Education -
College of San Mateo
San Mateo, CA01.1999
High School Diploma -
Zane Grey High School
Tarzana, CA06.1991
Skills
- Data-Driven Performance Assessment
- Excellent interpersonal skills
- Operational efficiency
- Standard operating procedures
Languages
English
Tagalog
Timeline
Area Operations Manager
LBC Mundial Corp.
03.2003 - Current
Assistant HUB coordinator
LBC Mundial Corp.
05.2002 - 02.2003
In-Home Caretaker
Mrs. Kate Brown
06.2001 - 04.2002
Assistant
New Zealand Tours
04.1992 - 09.1998
General Education -
College of San Mateo
High School Diploma -
Zane Grey High School
Clinical Medical Assistant -
Boston Reed College
Associate Science Degree in Nursing -
College of San Mateo
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