Operations Manager

Melinda Deranleau

Tacoma, WA ***** 253-***-**** *******.*********@*****.*** www.linkedin.com/in/ mindy-deranleau-2

Account Operations Service Level Contracts Operational Security Successful and Versatile Account Operations Manager with progressively responsible experience for service level agreement contracts. Proven track record of achieving expectations and attainment of corporate goals by focusing on staffing, operational performance, and financial management. Known as a team player who is highly motivated, detailed and process oriented with strong organizational skills. Key skill areas include the following:

Lean Six Sigma Green Belt certification

Successfully sells ideas and concepts

Vendor Management

Project Management

PROFESSIONAL EXPERIENCE

Xerox Corporation, City, Washington 1989-2018

Account Operations Manager 2004 –2018

Reported to the Client Operations Director with up to 17 direct reports across Washington State and over 2.1 million dollars of annual revenue. Responsible for Operations Account Management of up to 23 of the state’s top revenue accounts such as Nordstrom, Bill and Melinda Gates Foundation, and Expedia.

Interfaced with senior management, VP of Sales, Operations, and Finance, and key business leaders to implement short and long-term business plans and goals. Includes regions annual plan, recognition plan, and customer service/retention plans. Resulted in obtaining 107% of profit plan, and customer retention.

Led the Performance Management activities for all Service Level Agreements, including creation and definition of scope and work.

Deployed account strategies, improvements, and delivered premier customer experience in accounts, resulting in customer satisfaction, loyalty, and retention.

Coordinated the process for Corporate Operational Security Audits from 2013 -2018. Documented required evidence and created a manual for each account audited, completed assessments and passed at 100% on various accounts.

Created monthly and quarterly business review packages and led the reviews with key customer contacts. As well as process manuals for all assigned accounts.

Project Management – Equipment Installations, Moves, and Removals.

Vendor Management – Managed and renegotiated contracts for Equipment, Service, and Supplies.

Responsible for accurate and timely billing, including complex and detailed charge-back reporting.

Ability to attract, interview, hire, motivate, coach, and retain key talent within the organization. This also included quarterly and annual performance reviews on direct reports. Melinda Deranleau 253-***-**** Page Two

Achieved Operational Excellence by driving growth strategy in aligning our client requirements to company service offerings, increased efficiency in our existing accounts, improved profitability, collaborated and ensured ongoing dialogue and communications across partners in sales, technical service, and employee populations.

Account Coordinator, Xerox Business Services 1996 – 2003 Responsible for ensuring customer satisfaction for a major account. Interfaced with key customer contacts to deliver contracted services.

Prepare and process monthly billing for over 450 copy machines in Washington State.

Coordinate and track orders for copier installs/removals/moves, services calls, and supply orders

Monitor copiers with monthly checkup calls and on-site visits.

A consistent Top Performer in achieving company’s annual expectations; recipient of Xerox’s “Peak Performer” and “Presidents Club”.

Account Associate, Xerox Business Services 1989 – 1996 Responsible for customer satisfaction at client on-site Copy Centers and Fleet Copier contracted services.

Operated high volume B/W copier, mid volume Color Copiers, and multiple Finishing equipment.

Prepared monthly billing and quarterly account reviews.

Managed paper and supply inventories (procurement and control).

Trained new employees and monitored their progress.

Serviced, maintained, and trained on a variety of low to mid volume b/w and color copy machines. EDUCATION

Xerox Lean Six Sigma Green Belt Certification

COMPUTER SKILLS

Windows, Outlook, Microsoft Word, Excel, PowerPoint COMMUNITY SERVICE

Xerox Community Involvement Program, 1996-2018

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