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Manager Customer Service

Herndon, VA, 20170
March 19, 2018

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**** ********* ***** ************, ** *****

614-***-**** LinkedIn

OPERATIONS MANAGER COMPLIANCE SPECIALIST ADMINISTRATIVE ASSISTANT High-impact operations and project management professional with valuable experience in ensuring delivery of quality services through establishment of clear performance expectations for employees. Develop effective action plans to assist in analyzing workflows, managing projects, and redesigning processes. Engage in project planning and execution, resulting in effective solutions that maximize efficiency, increase revenue and sales growth. Bring multi-location management skills and an energetic and aggressive approach to establishing and implementing strategic direction. Clearly analyze statistical trends and develop viable road maps to achieve objectives.

Project Planning & Analysis Operations Needs Assessment Program Implementation

P&L Accountability Staff Training & Development Process Improvement

Performance Evaluations Policies & Procedure Development Operations Audits

Risk Assessment Turnaround Management Contract Negotiations

Employee Relations Client Maintenance / Retention Budgeting & Expense Reports

Bank Reconciliations Contract Review / Recommendations A/P & A/R CAREER HIGHLIGHTS

Edu-Content Licensing Coordinator, McGraw-Hill Education

Successfully negotiated over 175 titles working with large publishing houses, including several outside the US, after taking over underperforming relicensing project for one of McGraw/Hill’s bestselling reading programs. Conducted research to identify titles requiring relicensing and secured old contracts from rights holders. Created spreadsheet outlining cost, rights granted / needed. Lead Teller, Key Bank

Initiated and led project to bring compliance reporting current and implement performance standards. Audited cash to ensure accuracy and analyzed reports to understand scope of issues to be addressed. Developed action plan within 1 week and brought bank operational standards into compliance within a few months. Manager, Papa Joe’s Pizza (BHMR LLC)

Partnered with Ohio State to feed local fraternities and sororities on Fridays; took orders and handled special ordering and preparation, along with delivery and payment. Handled commissary P&L of $50,000 per week.

Negotiated improved pricing structure with new ingredients vendor, saving average of 40%. Initiated switch to private label spice and sauce packets to optimize branding opportunities.

Helped organize and manage opening of 3 additional company owned stores and managed employee relations including hiring process.

Board Member, Newark City School Board

Worked closely with unions to resolve concerns to bring them back on board with district. Mediated and negotiated new contract with non-classified union.


MCGRAW-HILL EDUCATION – COLUMBUS, OH MARCH 2015-PRESENT Provides outcome-focused learning solutions, delivering both curated content and digital learning tools and platforms to students in classrooms of 250,000 higher education instructors and 13,000 pre-kindergarten through 12th grade school districts, as well as a wide variety of academic institutions, professionals and companies. CONTENT LICENSING COORDINATOR

Maintain and provide accurate asset data entry, licensing, and reporting, prior to product release dates. Create project documentation, derivative trees and schedules. Create reports analyzing relicense costs and potential sales to determine feasibility. Work with rights holders to negotiate contract extensions / new contracts. Manage vendors working on projects to ensure timely work and guideline compliance. Process invoicing and contracts for payment. KRISTY DEIST

Kristy Deist 614-***-**** Page 2 of 2 Update internal tracking system; manage workflow between all areas of CLC systems and compliance. Train employees on invoice processing and contract research for text licensing and contract compliance. Vet titles for reprints and conduct photo / text research to determine re-licensing needs.

Significantly reduced costs related to a major project by executing various project tasks ahead of schedule.

Saved hundreds of man-hours via project organization, reducing information access and comprehension time. KEY BANK – COLUMBUS, OH AUGUST 2012-MARCH 2015

US banking institution with $5 billion in revenue, over 18000 employees, and over 1200 branches in 15 states. LEAD TELLER

Managed cash control, including twice weekly orders of cash, ATM and cash drawer balancing, and vault operations. Coached and trained tellers in accurate and efficient transaction processing while maintaining confidentiality. Opened new accounts. Handled all compliance operations deemed necessary by Key and government agencies. Monitored center compliance with federal regulations. Delegated team duties and manage schedules. Handled overdraft calls and penalties. Conducted compliance audits of bank cards and foreign currency. Ordered branch equipment and supplies. Interviewed tellers and contributed to final hiring decisions.

Played key role in investigation of several fraud detection cases; worked with Internal Fraud Department to supply needed information.

Secured meeting with local restaurant start-up to market bank products and services in comparison with competition, resulting in landing of account.

Consistently met goal of 10 new client referrals per month.

Conducted staff performance appraisals; motivated teller staff in achieving weekly and monthly referral goals.

Coached and mentored a problem teller that eventually became a Lead Teller.

Engaged in coaching and mentoring strategies designed to minimize employee turnover and support heightened customer service and fast issue resolution. PAPA JOE'S PIZZA / BOULEVARD GRILLE (BHMR, L.L.C.) – COLUMBUS, OH 2004-2007 MANAGER

Managed P&L and up to 40 employees. Interviewed, hired, trained, and disciplined staff. Assisted with management of company-owned restaurant. Filled supply orders for all franchises. Managed kitchen and front of house, including full-service bar. Remitted employee time to 3rd party payroll company. NEWARK BOARD OF EDUCATION – NEWARK, OH 2002-2004


Made and enforced school policy by following rules and regulations per Ohio Revised Code and government laws / mandates. Set school instructional standards. Selected and hired Superintendent. Set and managed budget with Treasurer. Maintained community relations and communications. Worked with board attorneys to strategize in instances of legal actions.

Rebuilt trust between company’s board and the school board, unions, and the community.

Contributed to creation and launch of student hotline. EDUCATION & TRAINING

Candidate, Associates in Business Management, Columbus State Community College – Columbus, OH

Pursuing Certificate, Toastmasters

High School Diploma-General Office Clerical Curriculum, Licking Valley High School – Hanover, OH SOFTWARE SKILLS

Microsoft Office Suite Smartsheet Dropbox

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