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Customer Service Manager

Phoenix, AZ
March 06, 2019

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Uko B. Udofia, MBA

Scottsdale, AZ ***** 480-***-****

Operations Manager

Career history of success steering diverse business functions on behalf of forward-thinking organizations

Results-oriented, versatile professional with cross-industry capabilities in operations and customer service leadership. Demonstrated aptitude in the nonprofit, higher education, financial services, and telecommunications sectors with hands-on, transferable skills suitable for other focuses. Uniquely qualified with a professional foundation in engineering leadership and a refined business acumen. Repeated success developing and executing progressive strategies to drive process improvement, control costs, mitigate risk, and enhance customer satisfaction. Refined expertise developing and leading high-caliber teams.

Highlights of Expertise

Strategy Development & Execution

Budget Development & Administration

Full Life Cycle Project Management

Continuous Process Improvement

Six Sigma / Lean Methodology

Key Performance Indicator (KPI)

Profit & Loss (P&L) Accountability

Cost Control & Containment

Quality Assurance & Control

Operational Excellence

Career Experience

Life Bridges, Bakersfield, CA

Leverage business acumen to conceptualize and deliver customized strategies to allow this nonprofit to support the unique needs of underserved populations. Built positive relationships with state, local and private stakeholders.

Senior Director of Operations (2015 to Present)

Review and translate actionable data into cohesive strategies to support both long and short-term goals. Demonstrate aptitude in nonprofit operations, budget development / administration, grant writing / allocation, and partnership management. Enable cross-functional teams to achieve optimal performance. Managed organizational resources and identified operational and management efficiencies to support limited resources allocation.

Chaired a promotional committee of 15 results-focused professionals dedicated to driving brand / mission awareness and delivering year-over-year funding and organizational growth.

Successfully optimized operational competencies to support designed strategies. Established organizational vision, implemented continuous change environment, and risk management.

Leveraged business acumen and financial expertise to drive process improvement, mitigate risks, and identify and capitalize on untapped business opportunities.

University of Phoenix, Phoenix, AZ

Served in a multifaceted leadership role revolving around team development and leadership, operations oversight, full life cycle project management, and performance management.

Senior International Enrollment Advisor (2010 to 2015)

Orchestrated cross-functional efforts in daily operations. Trained and mentored personnel in customer service and organizational policies and procedures. Devised and executed numerous proactive projects to achieve corporate objectives, facilitate customer satisfaction, and drive ROI. Continuously sought out, identified, and acted upon untapped opportunities to drive process improvement, achieve operational excellence, and ensure compliance. Ensured adherence to organizational policies and procedures. Made decisions that produced high quality results by applying technical knowledge, analyzing problems and calculating risks.

Increased productivity and student retention by 15% over the course of 2 years, applying Six Sigma methodology to overall operations.

Delivered a 12% increase in enrollment over the course of just 3 years by driving process and customer service improvement initiatives. Met organizational goals and customer expectations.

Slashed cycle time by 12% while simultaneously increasing satisfaction between 2010 and 2011.

Conducted thorough performance evaluations gauged against established Key Performance Indicator (KPI) metrics.

Steered change management initiatives to ensure unified approaches across departments. Effectively managed, led, and communicated with a large diverse workforce.

Cultivated cross-departmental collaboration to ensure all organizational goals are met. Set performance expectations and provided performance feedback that led to achieving organizational goals.

Cutting Edge Financial LLC, Scottsdale, AZ

Steered complex operations on behalf of this mortgage lending institution with such major direct lenders as Chase Bank, Wells Fargo, and ABC Mortgage. Managed human, financial, and information resources strategically.

General Manager / Broker (2007 to 2010)

Oversaw and managed a performance-driven team of 6 in daily efforts. Developed and administered operational budget; identified and acted upon opportunities to control costs. Managed full life cycle product development; from initial concept through to launch. Ensured ongoing compliance within a highly regulated environment. Provided an inclusive workplace that fostered the development of others.

Reduced supplier / vendor contract expenses by 9% through strategic negotiations. Facilitated cooperation and teamwork, and supported constructive resolution of conflicts.

Devised and implemented proactive measures to increase customer satisfaction by 12%, customer retention by 15%, and associated revenue by 30% between 2007 and 2008.

Employed transformational leadership capabilities by conducting an extensive overhaul on forecasting and strategic planning functions to achieve a 17% reduction in overtime and a 15% reduction in employee turnover.

Freestand Financial Corporation, Phoenix, AZ

Oversaw the mortgage lending division of a large financial services institution.

Branch Manager (2004 to 2006)

Directed a cross-functional team of 12 and held full operational / fiscal accountability for branch operations. Planned and conducted thorough performance evaluations and provided necessary feedback to enable personnel to strive toward optimal performance. Built and maintained internal / external partnerships. Leveraged business acumen to optimize operations across the board. Leveraged branch data analytics to steer effective strategy development efforts. Ensured compliance to organizational policies and procedures. Continuously identified and acted upon opportunities to drive process improvement.

Played an integral role in delivering a profit-after-tax increase of 15%.

Additional Professional Experience

General Manager Queen Select LLC, Phoenix, AZ

Product & Program Engineering Manager Motorola, Inc., Phoenix, AZ

Education & Credentials

Master of Business Administration (MBA), University of Phoenix

Masters Certificate in Project Management (MCPM), George Washington University

Master of Science in Electrical Engineering (MS), University of California

Bachelor of Science in Electrical Engineering (BS), Southern Illinois State University

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