Yolanda Swonger
Parker,CO
Summary
Results-oriented professional with over 15 years of experience. A unique background that can apply to any industry. My adaptability and quick learning skills make me a great fit for your company. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
11
11
years of professional experience
Work History
CLIENT SERVICES MANAGER
ACE Relocation Systems
01.2021 - 09.2023
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Optimized resource allocation by assessing project requirements and assigning appropriate team members accordingly.
- Consistently met or exceeded sales targets by proactively identifying opportunities for business development within assigned territories.
- Coordinated closely with account management teams to ensure smooth transitions between sales process completion and ongoing relationship maintenance.
- Initiated process improvements that streamlined task execution while maintaining high-quality outcomes for all stakeholders involved.
- Brought the service level up to 92% for the largest customer of our client
- Collaboration with operations and customer service to increase service levels
- Weekly reports to ensure visibility to clients weekly transactions.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Developed new employees and on-going performance assessment of current employees.
SUPPORT/OPERATIONS MANAGER
Stoneside LLC dba Stoneside Blinds & Shades
08.2015 - 12.2020
- Strictly adhered to company values and purpose
- Developed and collaborated with Sales as needed as monthly revenue grew from $200k each period to over 1.3m in revenue per period
- Manage Day to Day operations for the Installation and Customer Support teams, Nationally
- Developed processes and work flows to ensure a 5 star customer experience
- Monitored key metrics for team members to hit or exceed revenue goals and ensure a 5 star customer experience
- Analyze reports and adjust processes as needed to hit or exceed goals
- Committed to Continuous improvement by collaborating with employees to improve processes and creating a win/win for our team and customers.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Handled staff training initiatives aimed at up-skilling the workforce to meet dynamic industry demands.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
SR FLOOR MANAGER/ TRAINING AND DEVELOPMENT MANAGER
SWC Group
05.2012 - 08.2015
- Strictly adhered to Company Values and Purpose
- Provided new hire and ongoing training for the entire company
- Developed and maintained training program
- Opened and managed the day to day operations of the Denver satellite office
- Reported and improved metrics to improve results
- Met and exceeded goals every quarter
- Developed supervisors to help employees perform at a high level.
- Streamlined floor operations by implementing efficient scheduling and staff management strategies.
- Enhanced employee retention by implementing comprehensive training and development programs.
- Reduced company-wide skills gaps through effective workforce planning and targeted employee development initiatives.
- Established a positive learning environment by fostering open communication and encouraging feedback from all participants.
- Optimized departmental performance with thorough needs assessments, aligning training programs to business objectives.
- Increased employee engagement, delivering customized training solutions tailored to individual learning styles.
- Developed high-performing teams through strategic coaching and mentoring initiatives for managers and supervisors.
- Promoted a culture of continuous improvement, implementing best practices in adult education methodologies across the organization.
- Enhanced customer satisfaction by addressing concerns promptly and providing tailored solutions.
- Improved communication between staff and management by conducting regular team meetings for updates and feedback sessions.
- Facilitated the successful launch of new product lines by coordinating promotional events and in-store displays.
- Developed strong relationships with vendors to negotiate favorable terms, resulting in increased profit margins.
Education
Completed coursework towards Business Management -
METROPOLITAN STATE UNIVERSITY OF DENVER
Denver, CO01.2005
Skills
- Evaluate Performance
- Creative Problem Solver
- Performance Feedback
- Analytical Skills
- Operational Improvements
- Develop Staff
- Train Staff
- Supervisory Experience
- Manage A Team
- People Management
- Extremely fast learner
- Cost Control
- Call Center and Customer Service Analytics and Metrics
- Proficiency using; CUBS, Latitude, CSG, Promo, SharePoint, Wrike, Biz Library, Pro Profs, NetSuite, Microsoft Office, 8x8, Live Vox, many other LMS, CRM and ERP systems
- Technologically proficient
- Management Experience
- Performance Management
- Positive Relationships
- Client Relationships
- Client Rapport
- Service Initiatives Support
- Recruiting and Hiring
- Team Development
- Project Oversight
- Client Relationship Building
- Staff Training
Personal Information
Title: Service/Operations Manager
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
CLIENT SERVICES MANAGER
ACE Relocation Systems
01.2021 - 09.2023
SUPPORT/OPERATIONS MANAGER
Stoneside LLC dba Stoneside Blinds & Shades
08.2015 - 12.2020
SR FLOOR MANAGER/ TRAINING AND DEVELOPMENT MANAGER
SWC Group
05.2012 - 08.2015
Completed coursework towards Business Management -
METROPOLITAN STATE UNIVERSITY OF DENVER
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