Operations Manager
Concord
Total years of experience :22 years, 11 Months
Led implementation and maintenance of business processes, assisted with challenging client requests, and generated reports on account status. Served as the lead point of contact for all customer account management matters.
Grew staff members from 10+ to 120+ and played a key role in obtaining optimal performance on company services.
Addressed complaints and prevented additional issues by optimizing processes.
Gathered and reviewed data related to consumer behavior to understand changing needs.
Oversee the planning and accomplishment of goals and objectives, ensuring alignment with the agency mission and philosophy. Plan and lead daily financial operations, involving generating invoices, processing payments, preparing deposits, performing account reconciliations, and resolving variances. Monitored infection control and critical incidents through implementation of risk management and quality improvement plans. Establish departmental goals, objectives, performance standards, policies, and procedures to ensure timely completion of designated tasks. Launch audit process to ensure completion of documentation and maintenance of facility standards. Support formulation of the marketing strategy and advertising initiatives in order to promote the company to the public. Define performance goals for all departments and communicate feedback on methodologies for achieving the milestones.
Selected Accomplishments:
Established the company’s mission and vision for all employees.
Elevated and upheld the company's reputation and positive image in various markets by securing several contracts with major companies, ensuring the highest levels of professionalism, excellent customer service, and meeting deadlines.
Identified and drove process improvements in the day-to-day operations of the department.
Remediated issues and optimized services in partnership with department managers.
Set, advanced, and realized financial and growth goals.
Developed and executed enhancements to the billing system to boost efficiency, reduce delinquency, and increase accuracy.
Governed the financial center operations and other operational activities, including transaction accuracy and execution of operational leadership tasks. Uncovered risks and prioritized main areas of focus to guide and instruct associates on preventing risks and devising action plans to remediate such issues. Ensured all associates followed regulations and policies in the event of a new procedure, product, or operational change. Tracked and oversaw service and operational performance metrics by monitoring daily activities and reports. Enforced customer-centric standards and ensured operational excellence during day-to-day service and sales activities, while complying with regulatory compliance requirements.
Selected Accomplishment:
Achieved 3x MFO portfolio growth and actual performance consistently above budget.
Recruited, interviewed and hired individuals who would add value to the team
while bringing a wealth of experience from TV and Media.
Improved processes and policies'. Managed administrative staff and lead long
term organizational planning.
Managed TV content acquisitions.
Coached the team on effective upselling and cross-selling methods.
Built relationships with customers to increase likelihood of repeat business.
Actively pursued personal learning and development opportunities.
Worked with the management team to implement the proper division of
responsibilities.
Recognized and rewarded outstanding work performance to cultivate a
positive and collaborative customer service culture.
Wrote sales slips and sales contracts.
Maintained knowledge of current sales and promotions, policies regarding
payment and exchanges and security practices.
Develop and implement commercial strategies.
Conducted market research and analysis.
Created business plans on commercia
Processed payments for credit and debit cards and returned the proper
change for cash transactions.
Recruited, interviewed and hired individuals who would add value to the team
while bringing a wealth of experience from Catering.
Coached the team on effective upselling and cross-selling methods.
Immediately addressed problems with customers to promote quick and
successful resolution.
Managed the scheduling for store shifts so that there was proper staffing at
all times.
Communicated clear expectations and goals to each team member.
Responded to customer questions and requests in a prompt and efficient
manner.
Alerted customers to upcoming sales events and promotions.
Maintained knowledge of current sales and promotions, policies regarding
payment and exchanges and security practices.
Mentored new sales associates to contribute to the store's positive culture.
Contacted other store locations to determine merchandise availability.
Determined customer needs by asking relevant questions and listening
actively to the responses.
Maintained established merchandising standards, including window, sales
floor and promotional displays.
Actively pursued personal learning and development opportunities.
Handled all customer relations issues in a gracious manner and in
accordance with company policies.
Stocked and replenished merchandise according to store merchandising
layouts.
Educated customers about the brand to incite excitement about the
company's mission and values.
Supervised and directed all merchandise and shipment processing.
Priced merchandise, stocked shelves and took inventory of supplies.
Contributed to team success by exceeding team sales goals by 25%.
Assigned work to team members based on company needs, personal
strengths and job knowledge.
Worked with the management team to implement the proper division of
responsibilities.
Actively pursued personal learning and development opportunities.
Recognized and rewarded outstanding work performance to cultivate a
positive and collaborative customer service culture.
Completed all daily tasks and special assignments with an efficient and
quality-driven approach.
Strategically scheduled team members to maintain optimal staffing levels at
all times.
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