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Skills

  • Organization
  • Change management in service environments
  • First Aid/CPR
  • Contingency planning and risk management
  • Contract negotiation
  • Coaching and mentoring
  • Stakeholder relations
  • Operational improvement
  • Training program development
  • Employee reviews

Work Experiences

  • By evaluating the effectiveness of procedure and process projects, I was able to increase profits.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Increased productivity by 12% while lowering staffing and operational costs.
  • Reviewed inventory levels and ordered new merchandise to keep quantities well-stocked every one year.
  • Increased revenue while also effectively targeting new markets by executing vendor management and workflow optimization.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 9%.
  • Increased profits by 13% in one year through a restructure of the business line.
  • Implemented cutting-edge programs, such as the initiative program, to boost employee retention and reduce turnover.
  • Achieved Employee of the Year for outstanding customer service management by leading a team that maintained a 62% resolution satisfaction rate.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.

Summaries

  • Customer-focused General Manager with 12 years of experience who is committed to expanding budget management and cross-functional collaboration.
  • Service Operations Assistant Manager is a multi-talented Service Operations Assistant Manager who is consistently rewarded for planning and operational improvements.
  • Expert in process industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • In developing policies, managing initiative activities, and taking coordinated, be strategic.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Service Operations Assistant Manager who is forward-thinking and knows a lot about quality assurance.
  • Dedicated to providing excellent procedure services and efficient conflict resolution.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • With 4 years of experience planning, leading, and improving performance reporting functions, I am an enthusiastic leader.
  • Expertise in technology and product development.

Accomplishments

  • Formulated contingency plans that mitigated operational risks during unforeseen events, reducing service downtime by 25% hours.
  • Collaborated with the IT department to roll out a new CRM software, enhancing tracking of service incidents and reducing manual input errors by 64%.
  • Enabled a 20% boost in service resolution times by integrating predictive analytics tools that proactively addressed potential issues.
  • Collaborated with team of 7 in the development of metric.
  • Coordinated service delivery across 17 regions, ensuring 82% on-time completion across all locations.
  • Standardized employee performance review processes, leading to a 35% increase in key performance indicators within 6 months.
  • Introduced a new customer feedback loop, resulting in a 70% increase in Net Promoter Scores (NPS) within three years.
  • Reduced absenteeism rates by 36% through the implementation of a more flexible shift-based workforce scheduling model.
  • Boosted first-time resolution rates by 26% by initiating targeted training programs for customer service teams.
  • Reduced service response times by 33% through the introduction of cloud-based field service management systems.

Affiliations

  • Operations Management Academy
  • American Society of Safety Professionals
  • Service Management & Operations Leadership Association
  • Jaycees
  • Society of Human Resource Management
  • Rotary International
  • National Customer Service Association (NCSA)
  • Society for Human Resource Management (SHRM)
  • Association for Computing Machinery
  • Certified Managers International Association (CMIA)

Certifications

  • Certified Problem and Incident Manager (CPI-M) by Harbor & Co.
  • ISO 9001:2015 Quality Management Systems Lead Auditor by Harbor & Co.
  • CompTIA A+ Technician
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Public Accountant (CPA)
  • Certified Service Manager (CSM) from the Service Industry Association
  • Certified Performance Improvement Professional (CPIP) by Vantage
  • Salesforce
  • ITSM Practitioner Certification
  • Cisco Certified Network Associate (CCNA)

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