Operations Manager

MITCHELL PORTER

Orlando, FL ***** 386-***-**** ********.********@*****.***

https://www.linkedin.com/in/Mitchell-porter-66149034

Operations, Customer Service And Client Facing

A motivated and innovative operations professional who provides excellent customer service while solving complex business challenges. Management style combines visible example, outstanding training/delegation ability, and attention to detail with significant experience supervising diverse teams, meeting KPI metrics, and managing various assignments. Outstanding analytical, organizational, communication, customer service, and motivational skills. Unique ability to understand the evolving needs of an organization and collaborate with individuals from all functional areas and all levels of an organization to create a culture of operational efficiency and service excellence. Exudes a consistent, confident, problem-solving approach.

Core Competencies

Strategic Customer Care

B2B and B2C Sales

Vendor Partnerships

Management Collaboration

Building Strong Teams

Compensation Plans

Increasing Revenue

Conflict Resolution

Recruitment/Retention

Awards

18-time Generals Club/ Pinnacle Winner

Top Producers for exceeding annual revenue plans.

28-time Quota Achiever

Exceeding revenue plans annually.

EXPERIENCE

XEROX 2014-2016

Customer Care Manager

Contributed to strategy for enhancing the experiences of customers by supporting the daily operation of a Call Center in a high-pressure, time-sensitive, and fast-paced environment. Planned and implemented policies and procedures to ensure optimal performance and service standards were reached. Ensured productivity met or exceeded service and quality standards – providing insight and recommendations for improving production.

Understanding Client Business Needs: Developed and implemented process and/or operational improvements to enhance efficiency and effectiveness of operations.

Daily Operations Performance: Achieved the Best Quality average of over 98.25 and Lowest Call Handing Time of under 570 seconds per call by instilling an internal culture based on value, respect, and mutual trust so all employees were motivated to achieve continuous improvement.

Financial Management: Developed departmental budget and control costs through estimating expenditures and requirements to meet call center financial objectives.

Ensuring Proficient Training: Listened to calls with agents and provided mentorship relationships with the customer care support team as needed.

Corporate Recognition: Ranked as the #1 Orlando Manager in 2015.

HARVEST MANAGEMENT 2013-2014

General Manager

Identified new business opportunities - planning presentations and sales/cost reduction strategy to effectively manage profit and loss. Managed 30 employees, overseeing recruitment and retention. Accessed support tools and promotional resources to cultivate key relationships with residents, vendors, and staff to impact quality control and customer service success.

Optimum Quality & Service: Oversaw all day-to-day operations including food and beverage, housekeeping, inventory, transportation, and resident enrichment activities

Business Development Initiatives: Implemented sales and marketing techniques through leading tours, making phone calls, networking with local organizations, and advertising.

Productivity Goals: Maintained occupancy between 96 and 100% and exceeded NOI monthly.

EXPRESS EMPLOYMENT PROFESSIONALS 2012-2013

Branch Manager

Directed staffing & recruiting, HR training, sales and marketing, AP/AR, and credit and collections.

ACCO BRANDS CORP. 1998-2012

Director of US Service Operations, GBC Division (2000-2012)

Promoted into a more responsible and visible role, overseeing the day-to-day operations of this $29M national service organization. Managed customer interactions, relationships, and all corporate assets within the division. Directed field services spanning eight regional managers, 130 direct tech reps, and over 300 service partner techs.

Representing the Corporate Vision: Asked on many occasions to present and represent the field perspective during upper management strategic planning sessions – helping develop the future goals of the Service Department.

Service Level Agreements: Implemented strategies to manage time sensitive SLA’s for direct and corporate customers, resulting in an average of 95% customer level satisfaction and 90% customer referral rating.

Driving Cultural Changes: Led the nationwide team through 25% growth, new product launches, competitive challenges, and market change.

National Program Rollout: Designed and implemented a 3rd party multi-million dollar service partnership to cover rural zip codes throughout the United States that decreased the cost of a service call in a rural area by 93% while increasing revenue by 30% in those areas.

Establishing Performance Standards: Managed help desk and customer service representatives – reviewing performances and streamlining dispatch procedures to save time and personnel costs. Implemented a mentoring program that matched individuals based on skill/development needs, resulting in an ongoing learning environment.

Process Improvement: Decreased inventory shrinkage from 25% to less than 2% by performing cycle counts every biweekly and penalizing bonuses for employees with low cycle counts.

Eastern Regional Service Manager (1998-2000)

Managed 75+ District Manager and Technicians – responsible for the service delivery of the eastern half of the US.

Identifying Training Needs: Worked closely with technicians and product specialists to define clear achievable objectives. Utilized employee recognition processes to coach effectively while managing the recruitment and retention processes based on division/company needs.

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