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Skills

  • Product development
  • Standard equipment
  • MS Office
  • Relationship building
  • Budget variance reduction
  • Delegation
  • Communications
  • Client account management
  • Business Development
  • Process automation

Work Experiences

  • Oversaw the efficiency of team leadership and data analysis on standard shift, supervising 18 employees.
  • Increased productivity by 16% while lowering staffing and operational costs.
  • Increased profits by 15% in one year through a restructure of the business line.
  • Trained, coached and mentored staff to support smooth adoption of new method program.
  • Kept track of employee attendance and punctuality, quickly addressing repeat issues to avoid long-term habits.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Successfully managed purchasing, sales, marketing, and customer account operations.
  • Kept track of 12 employees' daily activities and devised plans to address issues that resulted in system.

Summaries

  • Accomplished in reducing downtime across critical product deployments.
  • Well-versed in workflow optimization and a stickler for deadlines.
  • With 10 years of experience planning, leading, and improving risk assessment functions, I am an enthusiastic leader.
  • Costs were consistently reduced while profits were increased.
  • High Touch Operations Manager who is meticulous and has 16 years of program experience.
  • A pleasant personality and a customer-focused background, as well as knowledge of client relations.
  • Achieved 14% project completion rates.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • High Touch Operations Manager who is forward-thinking and knows a lot about budget management.

Accomplishments

  • Improved cross-department collaboration by introducing standardized performance metrics, boosting operational efficiency by 45%
  • Led efforts to improve SLA compliance, reducing time-to-respond metrics on high-priority issues by 34%.
  • Introduced process automation initiatives that saved over 3 in operational costs within 18 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved a reduction in support ticket volume by 45% through proactive client education strategies.
  • Developed real-time monitoring solutions that improved workflow efficiency and reduced client escalations by 78%
  • Partnered with customer success and product teams to deliver personalized solutions, leading to a 59% increase in client retention rate.
  • Reduced costs associated with manual processes by 9 using automated solutions across process.
  • Implemented customer journey mapping initiatives, fine-tuning user experience to achieve a 76% increase in customer LTV (Lifetime Value).
  • Spearheaded a company-wide operational efficiency project, saving over 13 in recurring yearly costs.

Affiliations

  • Global Business Quality Consortium (GBQC) Member
  • Member of Business Relationship Management Institute (BRMI)
  • Association for Supply Chain Management (APICS)
  • National Association of Client Relations Managers (NACRM)
  • Service Leadership Community (SLC) - Chapter Member
  • Rotary International
  • Association of Support Professionals (ASP) - Affiliated Operations Executive
  • Project Management Institute (PMI) Certified Professional Member
  • American Society of Safety Professionals
  • Certified ScrumMaster (CSM), Scrum Alliance

Certifications

  • Certified Data Scientist - Customer Success Track
  • Certified Business Analysis Professional (CBAP)
  • Predictive Analytics Professional Certification – Meridian
  • Certified KPI Professional - Cedar Works
  • Certified Customer Experience Professional (CCXP)
  • Certified ScrumMaster (CSM)
  • Certified Public Accountant (CPA)
  • Certified Business Relationship Manager (CBRM)
  • Customer Success Certified Professional (CSCP)
  • Certified Information Systems Auditor (CISA)

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