Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vania Anderson

Melbourne,FL

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

11
11
years of professional experience

Work History

Customer Operations Manager

Percepta
12.2022 - Current
  • Led and mentored a team of 15 Customer Service Representatives, providing guidance to enhance performance and promote a culture of continuous improvement.
  • Conducted weekly performance reviews to identify strengths and development needs, delivering coaching and support where necessary.
  • Assisted in the recruitment, hiring, and training of new team members to build a high-performing team.
  • Created and managed reports, analyzing data to identify trends, performance gaps, and opportunities for growth.
  • Led regular team meetings to review metrics, discuss initiatives, and foster open communication.
  • Enhanced customer satisfaction by implementing efficient operational processes and resolving customer concerns promptly.
  • Analyzed customer feedback to identify areas for improvement, enhancing future client interactions and service quality.

Team Lead

Percepta
04.2021 - 11.2022
  • Managed a team of over 20 technical support specialists, providing individual and group coaching and training.
  • Collaborated with the Instructional Designer to enhance monthly training programs and improve new hire onboarding.
  • Guided the team through business practices to boost employee retention, productivity, and customer satisfaction.
  • Supported agents in their professional growth and career advancement.
  • Partnered with Talent Acquisition to assess and onboard new hire candidates.
  • Prepared and presented key performance indicators (KPIs) to Business Operations and Senior Operations Managers, as well as clients and business partners.
  • Worked closely with clients to resolve issues, enhance process efficiency, and meet all performance expectations.
  • Assisted the the Business Operations Manager with oversight of multiple departments. Provided leadership in updating training materials and supporting key initiatives to ensure alignment across teams.

Assistant Team Lead

Percepta
09.2017 - 03.2021
  • Resolved escalated issues promptly and professionally, ensuring customer satisfaction while upholding company standards.
  • Improved team performance through regular coaching, constructive feedback, and skill development initiatives.
  • Fostered a positive work environment by encouraging teamwork, open communication, and employee recognition.
  • Supported recruitment efforts to build a high-performing team.

Lead Sales Consultant

Sears
04.2017 - 01.2019
  • Enhanced customer loyalty by offering tailored solutions that met individual needs.
  • Managed inventory levels, ensuring optimal stock availability and minimal waste.
  • Resolved customer complaints promptly, maintaining a positive brand image.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Trained new employees on store policies, procedures, and best practices for superior customer service.

Educational Technology Specialist

Knowledge Group
10.2015 - 05.2017
  • Partnered with instructors to enhance the effectiveness of a computer-based English teaching software across four private schools.
  • Observed classroom implementation and provided recommendations to improve teacher and student engagement with the software.
  • Evaluated student progress, offering targeted guidance for performance improvement.
  • Created and implemented tools to support instructors in maximizing student success.
  • Analyzed program data using Excel to track usage and performance metrics.
  • Suggested software improvements to streamline processes.
  • Developed training materials to educate staff on new educational technology tools.

Supervisor

Alorica, EGS
01.2014 - 10.2015
  • Led a team of over 15 Customer Service Sales Representatives, ensuring exceptional service by effectively identifying customer needs and driving sales growth.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.

Education

High School Diploma -

Penn Foster
Scranton, PA

Bachelor of Science - Organizational Management

EFSC
Melbourne, FL

Skills

  • Operations Management
  • Staff Development
  • Performance Improvements
  • Attention to Detail
  • Corporate Communications
  • Brand Promotion
  • Digital Marketing

Languages

Spanish
Professional Working

Timeline

Customer Operations Manager

Percepta
12.2022 - Current

Team Lead

Percepta
04.2021 - 11.2022

Assistant Team Lead

Percepta
09.2017 - 03.2021

Lead Sales Consultant

Sears
04.2017 - 01.2019

Educational Technology Specialist

Knowledge Group
10.2015 - 05.2017

Supervisor

Alorica, EGS
01.2014 - 10.2015

High School Diploma -

Penn Foster

Bachelor of Science - Organizational Management

EFSC

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Vania Anderson