Summary
Overview
Work History
Education
Skills
Technology Expertise
Timeline
Generic

Willa Gilbert

Magnolia,TX

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

8
8
years of professional experience

Work History

Assistant Operations Manager

Infosys BPM
07.2020 - 07.2023
  • Accomplished staff results by communicating job expectations, planning, monitoring, and appraising job results
  • Established strategic goals by gathering pertinent business, financial, service, and operations information
  • Defined objectives, identified and evaluated trends and options, chose a course of action, and evaluated outcomes
  • Maintained quality service by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems, and recommending system improvements.
  • Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
  • Established strong relationships with vendors, negotiating favorable contracts for goods and services while maintaining quality standards.
  • Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.

Operations Supervisor

FedEx
06.2018 - 07.2020
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Motivated and trained employees to maximize team productivity.
  • Managed internal operational standards and productivity targets.

Legal Assistant

Hunter Estate & Elder Law
07.2017 - 05.2018
  • Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
  • Facilitated timely resolution of legal matters by preparing and organizing essential documents.
  • Supported attorneys in achieving favorable outcomes through thorough research and analysis of complex legal issues.
  • Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
  • Streamlined administrative processes for better efficiency in handling caseloads, reducing paperwork backlog, and ensuring timely completion of tasks.
  • Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
  • Prepared and drafted correspondence and legal forms to maintain smooth communications.

Account Relationship Associate

Huntington National Bank
04.2016 - 07.2017
  • Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
  • Improved risk management with diligent monitoring of financial transactions for potential fraud or suspicious activity.
  • Expedited loan processing for increased approval rates, collaborating closely with underwriting teams.
  • Assisted customers with account set-up and maintenance, ensuring accurate and up-to-date records at all times.
  • Partnered with sales teams to provide support in achieving revenue targets through strategic client engagement initiatives.
  • Handled various accounting transactions.
  • Established rapport with new clients to increase satisfaction and loyalty.

Senior Quality Assurance Analyst

Stericycle
05.2015 - 04.2016
  • Performed extensive root cause analysis, leading to targeted improvements in software design and functionality.
  • Developed detailed performance metrics to track progress against project goals, driving accountability among team members.
  • Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
  • Collaborated with cross-functional teams to establish quality standards, ensuring alignment with organizational goals and objectives.
  • Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
  • Facilitated open lines of communication between departments, fostering a culture of continuous improvement and shared accountability for product performance.

Education

MBA - Business Administration

Capella University
Minneapolis, MN
05.2024

Bachelor of Science - Business

Capella University
Minneapolis, MN
2023

Skills

  • Operations Management
  • Budget Management
  • Data Collection
  • Quality Control Staff
  • Management Risk Analysis
  • Professional Development
  • Process Improvement
  • Software Proficiency
  • Cost Analysis and Savings
  • Project Management
  • Operational Planning
  • Data Analysis

Technology Expertise

  • PeopleSoft (CRM)
  • Google Workspace
  • Workday
  • Microsoft Office Suite
  • Education Platforms (myLearning)
  • Service Now
  • Mainframe
  • Amazon
  • UKG

Timeline

Assistant Operations Manager

Infosys BPM
07.2020 - 07.2023

Operations Supervisor

FedEx
06.2018 - 07.2020

Legal Assistant

Hunter Estate & Elder Law
07.2017 - 05.2018

Account Relationship Associate

Huntington National Bank
04.2016 - 07.2017

Senior Quality Assurance Analyst

Stericycle
05.2015 - 04.2016

MBA - Business Administration

Capella University

Bachelor of Science - Business

Capella University

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Willa Gilbert