Senior Operations Manager Resume Samples

Description :

1. Managing four separate lines of business consisting of Tech support, E-mail work, Order Entry and Customer Service.
2. Responsible for meeting with the clients to discuss performance, areas of opportunity, successes and actions.
3. Interviewing and hiring representatives, planning, assigning and directing work.
4. Providing coaching for success to representatives as well as Team Managers and rewarding when success has been achieved.
5. Oversee and manage performance goals in order to make necessary process adjustments and ensure that policies, procedures and standards are followed.
6. Responsible for reporting and sustaining profitability for BPO such as Bill to Pay, occupancy and contribution margins.
7. Leading Team Meetings as well as one on one sessions to discuss performance, areas of opportunity and resolution actions/ developing plans Assisting in managing the Quality Process, which includes the number of monitoring completed.

Experience

0-2 Years

Level

Entry Level

Education

International Business

Description :

1. Senior Operations Manager Responsible for the P&L for a 3rd party logistics operation supporting the world's largest restaurant supply company.
2. Responsible for the receipt, warehousing and distribution of product to stores and E-commerce customers.
3. Responsible for a 2-shift operation consisting of 3 direct reports and 60 hourly employees.
4. Directly coordinates with the customer to ensure timely service, special requirements and timeliness in all product shipments.
5. Ensures that all warehouse operations are in compliance with OSHA, company, and customer safety and quality guidelines.
6. Responsible for the hiring, training, and retention of all hourly employees.
7. Leads, manages and develops subordinate members of the leadership team for personal and professional growth.

Experience

7-10 Years

Level

Consultant

Education

Master Of Arts

Description :

1. Supervised team of seven operational supervisors and dispatch personnel.
2. Devised daily route analysis to determine profitability and financial stability.
3. Researched and established contract pricing to cover all operational costs.
4. Ensured all equipment complied with OSHA and DOT regulations.
5. Collaborated with airport personnel to ensure on-time performance.
6. Developed and administered operational training and safety programs for the company.
7. Investigated and resolved all customer complaints and service issues.

Experience

7-10 Years

Level

Management

Education

Aviation Airline Management

Description :

1. Fully accountable for all aspects of the proper operation, customer service and maintenance at all assigned Central Parking locations.
2. Managed the work performance of attendants, customer service representatives, supervisors, and maintenance staff.
3. Prepared operating budget reports and revenue variance reports.
4. Increased profitability through marketing initiatives, expense control, revenue integrity, and operational efficiencies.
5. Played an integral part in securing new properties, including the America's Center garage deal and St.
6. Combined potential revenue stream of approximately $400,000 a year.
7. Managed staff to deliver expected service levels to the client within the prescribed budget.

Experience

7-10 Years

Level

Management

Education

Bachelor Of Science

Description :

1. Manage 70-100 employees including Managers, Senior Analysts, and Analysts.
2. Oversee the operations of multiple Anti-Money Laundering and Know Your Customer processes across the Retail and Institutional businesses.
3. Manage the implementation of new products/processes as well as the elimination of outdated and ineffective processes.
4. Conduct capacity planning for a department consisting of approximately 400 employees with over 15 operations.
5. Evaluate and modify processes for appropriate compliance with AML policy and government regulations.
6. Interface with internal/external audit related to processes and case reviews.
7. Hire and train Managers to ensure eficient performance and process management of Analysts focused on AML analysis, decision-making, and risk mitigation.
8. Manage the transition of work to alternate geographic regions within and outside of the United States.

Experience

7-10 Years

Level

Consultant

Education

Six Sigma

Description :

1. Managed eight headquarters staff managers that supported approximately 10,000 customer contact personnel in regional consumer inbound sales and service centers.
2. Led and directed business transformation projects that resulted in expense reductions and increased revenue.
3. Implemented process improvements that resulted in annualized expense savings of over $25 million and incremental revenue of over $100 million.
4. Introduced business controls that improved regulatory process compliance from 82% to 98%.
5. Led cross entity teams that documented and analyzed process flows to increase operations efficiencies and customer satisfaction.
6. Reduced the interval from 35+ days to 7 days for customers switching their service from another local service provider to BellSouth.
7. Developed business cases to secure funding in excessive of $50 million dollars to implement process improvements and to comply with regulatory mandates.
8. Implemented processes and products required for BellSouth to secure FCC approval to sell long distance.

Experience

10+ Years

Level

Senior

Education

Project Management

Description :

1. Led and executed all wholesale and multi-unit operations within a wireless distribution environment.
2. Included budgeting, cost cutting, facility and equipment operations, shrink control, vendor relationships, and key performance metrics.
3. Implemented quantifiable metrics and inventory reporting to include COGS for both internal and external controls that allow the organization to gauge production and performance for greater efficiencies and identify areas requiring immediate attention.
4. Manage inventory distribution of multi-unit operations for forty-eight (48) retail locations and three (3) distribution locations.
5. Develops strategies for cost reduction programs resulting in $534K worth of savings during the first two years.
6. Reduced labor costs by 18% with enhanced process implementation that includes system automation.
7. Revitalized the inventory management program that resulted in a cycle counting accuracy of 99.54%.
8. Negotiated service level agreements with logistic carriers for cost reductions and additional incentives.

Experience

7-10 Years

Level

Management

Education

Business Administration

Description :

1. Managed a team of 15-20 Customer Care Supervisors focused on staffing, achieving phone and email service levels, customer satisfaction and AHT.
2. Responsible for developing staff and introducing new policies and procedures.
3. Track and communicate daily, weekly and monthly statistics to Customer Care Team, handle and resolve escalated issues, complete payroll and daily shift reports.
4. Also administered training for product enhancements and minimum skills verification.
5. Wrote and implemented operational policies/procedures and minimum production standards.
6. Designed full-time, part-time and flex schedules to maximize seat utilization.
7. Assisted in the development of the IVR and created specialty and tiered groups to reduce hold times, reduce transfers and provide an improved customer experience.
8. Created a team of "universal agents" to move between contact types and groups, increasing utilization.

Experience

10+ Years

Level

Senior

Education

Diploma In General Studies

Description :

1. Responsible for the daily operations of a 300 seat Customer Retention Group call center.
2. Ensured service level agreements are met in support of the clients' mission-critical business requirements.
3. Created Processes for tracking client satisfaction and complaints in terms of response and resolution.
4. Ensured process audits were completed quarterly and performance improvement plans are in place.
5. Prepared, analyzed and presented data to the client as a part of monthly and quarterly business reviews.
6. Analyzed customer feedback, metrics, KPIs, surveys, customer studies, and expert analysis findings in order to identify areas of opportunity in order to enhance, or improve the customer experience and facilitate transactions and interactions.
7. Analyzed business requirements, propose solutions, and lead small projects and initiatives.

Experience

5-7 Years

Level

Executive

Education

B.S.

Description :

1. Developed and executed staff training and development strategies, motivating and mentoring to level of service excellence.
2. Implemented Key Performance Indicators and coaching to achieve targets.
3. Dramatically increased customer loyalty, with feedback received indicating helpful, polite staff being the major reason.
4. Client feedback further motivated staff and produced happy relaxed work environment.
5. Instrumental in turning region profits from $200,000 loss to profitability in 6 months.
6. Restructured scheduled routes and on-demand operation of 100-plus Independent Contractors/drivers to improve efficiencies and increase bottom line.
7. Brought 91% on-time service levels for Bank of America to no lower than 98.69% and maintained for over 2 years (based on approximately 700 to 800 deliveries a month).
8. Reduced cargo claims from 161 Basis Points to 18 Basis Points on a goal of 20 or below for Staples office products.

Experience

10+ Years

Level

Senior

Education

Bachelor In Economics

Description :

1. Groom and cultivate a safety culture in the office and in the field.
2. Determine the most cost-effective procedures and routes for hauling of freight.
3. Translate business needs and priorities into actionable logistic strategies.
4. Take corrective actions in case of accidents and delays to minimize extra expenses.
5. Communicate with dispatchers, customers, and drivers regarding outgoing orders to facilitate accurate and on time delivery via dispatch.
6. Prioritize order security, accuracy, and on time pick up and delivery.
7. Update the database with changes in driver and customer status.
8. Cultivate a positive report with fellow employees to boost company morale and promote employee retention.

Experience

5-7 Years

Level

Executive

Education

General Studies

Description :

1. Managed a full spectrum of Membership Administration operations to ensure appropriate management controls and job functions were performed efficiently, accurately, and timely in accordance with established policies and procedures and regulatory requirements.
2. Analyzed, recommended, and implemented process improvements to improve productivity, reduce inventory, and minimize operating expenses.
3. Observed and assessed performance to identify and employ best practices.
4. Trained, developed, coached, and evaluated 15 employees to cultivate exceptional customer service.
5. Monitored and analyzed team performance, developed and implemented employee training programs, and established vital systems to resolve customer inquiries.
6. Continuously designed and implemented best practices, measurement tools, and analytics to drive and support operational priorities.
7. Conceived and deployed operating policies, standards, and procedures to support goals and objectives of the Membership Administration department and Mid-Atlantic region.

Experience

5-7 Years

Level

Executive

Education

Business