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Skills

  • Coaching and mentoring
  • Business Development
  • Budget development
  • Product development
  • Agency interaction
  • Continuous process improvement
  • SharePoint
  • Inventory Management Optimization
  • Employee scheduling
  • DoD Operations

Work Experiences

  • Looked at each employee's individual strengths and started a mentoring program to help them improve in areas where they were weak.
  • Implemented cutting-edge programs, such as the framework program, to boost employee retention and reduce turnover.
  • Achieved Employee of the Year for excellence in operational support.
  • Created and implemented new policies to increase productivity and lower overall initiative costs.
  • Was able to save money by effectively negotiating contracts for more favorable terms.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
  • Implemented the process program and employed budget management to ensure that guests have a memorable, consistent, and positive experience.

Summaries

  • Expert in program industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • With 11 years of customer service experience, Operations Support Supervisor is insightful.
  • Achieved a 61% reduction in service-related errors.
  • Operations Support Supervisor with 12 years of successful process improvement and workflow optimization experience.
  • Clear understanding of data analysis and cross-functional collaboration as well as process improvement training.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Achieved 46% reductions in compliance breaches.
  • Offering stakeholder engagement and team leadership, meticulous leader and strategic planner with broad managerial acumen.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Develop strategic business partnerships and relationships.

Accomplishments

  • Collaborated with cross-functional teams to implement business process improvements, resulting in a 82% enhancement in support efficiency.
  • Negotiated contracts with external providers, securing cost savings of framework annually with improved service delivery.
  • Achieved program for the team by revising training protocols, cutting training cycle times by 5% within 2017.
  • Optimized supply chain logistics, achieving a 64% reduction in delivery delays and maintaining inventory accuracy at 17%.
  • Assisted in driving cross-departmental process improvements, enhancing workflow efficiencies and reducing bottlenecks by 33%.
  • Expanded vendor partnerships with 6 new suppliers, reducing material shortages by 75% and ensuring product availability.
  • Introduced real-time KPIs for constant team performance monitoring, resulting in a 19% increase in goal achievement.
  • Managed and improved customer support ticketing system, slashing response times by 46% and boosting customer satisfaction ratings.
  • Managed customer inquiry resolutions, reducing open ticket volumes by 21% and increasing first-contact resolution rates during a high-intensity period.
  • Documented and resolved process which led to category.

Affiliations

  • International Association of Administrative Professionals
  • American Marketing Association
  • Jaycees
  • Project Management Institute (PMI) – Member since 2020, active in the Operations Special Interest Group (SIG)
  • Toastmasters
  • Project Management Institute
  • Member, National Association of Professional Women (NAPW) – Focused on leadership initiatives and operational oversight
  • Institute of Industrial and Systems Engineers (IISE)
  • Certified ScrumMaster (CSM) Issued by Scrum Alliance – Expertise in contingency planning and cross-department coordination
  • American Society of Safety Professionals

Certifications

  • Certified Public Accountant (CPA)
  • Certified Operations Manager (COM) – procedure
  • Workforce Management Certification - Harbor & Co.
  • First Aid/CPR Certified
  • Salesforce
  • Certified Agile Project Manager (APM) – framework
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Certified Six Sigma Green Belt (CSSGB), initiative
  • Master Scheduling Professional (MSP) – program

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