Director of Operations

• Mar 2023 - Present

As the Director of Operations, I am responsible for overseeing the day-to-day operations of the company, ensuring that all processes run smoothly and efficiently. With years of experience in management and operations, I am skilled in developing and implementing strategies that optimize productivity, reduce costs, and improve customer satisfaction. In this role, I lead a team of professionals, working closely with department heads to establish goals, create action plans, and monitor progress. I am adept at analyzing data, identifying trends, and implementing solutions that drive business success. I also prioritize employee development, providing coaching and feedback to ensure that team members are empowered to excel in their roles. I am a strong communicator, with the ability to collaborate with cross-functional teams, build strong relationships with stakeholders, and effectively manage conflicts. I pride myself on being a results-driven leader, able to make sound decisions in a fast-paced, dynamic environment. Throughout my career, I have demonstrated a commitment to excellence and a passion for continuous improvement. As a Director of Operations, I am dedicated to driving operational efficiency and achieving business objectives through effective leadership, strategic planning, and cross-functional collaboration. Show less

Senior Operations Manager

• Oct 2022 - Mar 2023

Oversees the operations and all staff, providing coaching and growth to all leaders within the operations. Projecting and forecasting for expected client growth, along with evaluating clients business to seek opportunities to streamline their process. Client relations, building trust and relationships to ensure smooth communication and comfort between operations and client. Conduct both employee and client onboarding for transparency and create a welcoming environment. Negotiation on the level of staffing to contracts with the Client. Providing top tear services to the clients, acting as the Account Manager. Show less

Senior Operations Manager

• Apr 2022 - Oct 2022

Overseeing an operation of 150 team members. Ensuring all functions are running smoothly between departments. Working with Department heads to forecast needs like; Staffing, Call volume and Seasonal demand. Work Force Management reviewing demands of the call center, to align break, lunch, and time off requests. Creating all Standard Operating Procedures (SOPs) for the operations. Native English skills to help improve the communication between the client and the operations. Worked within the Google Suite (Docs, Sheets, Slides, & Forms) Microsoft Office (Word, Excel, & Power Point). Show less

Fleet Manager

• Feb 2022 - Apr 2022

Keeping the supply chain moving using new technology within the Trucking industry. Working closely with both drivers and customers ensuring top-notch customer service is provided at all times. Calibrating between departments to ensure all safety regulations are always front and center. Keeping the supply chain moving using new technology within the Trucking industry. Working closely with both drivers and customers ensuring top-notch customer service is provided at all times. Calibrating between departments to ensure all safety regulations are always front and center.

Operations Coordinator

• Feb 2021 - Feb 2022

Service Operations Manager (Accruals)

• May 2020 - Dec 2020

Provided supervisor and management support in person and across multiple locations. Assisting team members to grow within their position, making s re compliance and workflows are understood. Created training flow and processes in the new hire training to including power points, training videos, and manuals used as a reference guides for the team members. Made sweeping changes to the paid time off benefit set up, revamping forms, processes, & procedures. Set up required training for remote new hires to make sure state compliance was being met. Hired team members and grew the operations. BPO industry, measuring performance with KPI's. Setting goals with clients, ensuring the team reaches them. Show less

Operations Training Manager

• Jan 2010 - Sep 2019

Handled all on boarding of new hire employees, setting up payroll & benefits. Develop engaging forward-thinking training delivery methods to better engage our every-evolving training audience. Yearly reviews and evaluations for the training staff, setting goals and ensuring customer needs are met.

Division Supervisor

• Jan 2008 - Jan 2010

Created monthly safety and training memos for operations. Directly and indirectly supervised a working staff of over 200 operators. Assign daily work to operators to ensure all work was covered. Daily payroll for all operators, rechecking the system to ensure 100% accuracy. Managed the operations of the division when on duty.

Marketing Communications Specialist

• Jan 2004 - Jan 2008

Oversaw the operations and made sure agents had access to everything they need to perform their duties in the call center. Tracked performance with KPI's, making sure customer satisfaction was met. Responsible for planning and developing the email calendar for the communications department. Partnered with local governments to provide RTD discount passes.