Operations Manager Customer Service
Resume:
Maria Dejesus
Spring, TX *****
*******.**********@*****.***
Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Authorized to work in the US for any employer
Work Experience
Operations Manager
Alorica - Humble, TX
May 2021 to April 2023
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Reviewed shift reports to understand current numbers and trends. Senior Team Manager
Alorica - Humble, TX
January 2018 to May 2021
• Led employee relations through effective communication, coaching, training and development.
• Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Monitored incoming calls and provided feedback to 3 associates to improve quality of service.
• Facilitated 30 min meetings to communicate team performance goals and results. Team Manager
Alorica - Humble, TX
March 2017 to January 2018
• Led employee relations through effective communication, coaching, training and development.
• Evaluated employee performance on daily basis and coached and trained 5 team members, increasing quality of work and employee motivation.
• Identified and corrected deficient performance and behaviors to achieve maximum productivity.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
Trainer Assistant
Alorica - Humble, TX
November 2016 to February 2017
• Filed, organized and archived training materials to support future training sessions.
• Coordinated day-to-day administration and logistics of face-to-face and online training courses.
• Liaised with trainers and participants to provide logistical and technical support before, during and after learning course.
• Scheduled venue, prepared course materials and formatted and branded materials to facilitate smooth training session.
• Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
Customer Service Representative
Alorica - Humble, TX
June 2014 to January 2016
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services and company information.
• Answered constant flow of customer calls with minimal wait times.
• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details. Customer Service Representative
Sears calling center - Round Rock, TX
October 2013 to January 2014
Responsibilities
Answered phones calls, set up services, replaced appliances, took complaints Accomplishments
Made sure customers where happy
Skills Used
Clam ness of voice computer skills of the program
Administrative Assistant
Aubudon park condos - Humble, TX
February 2011 to August 2011
* Quickbooks
* Made payments to contract workers
* Took HOA payments
* Took Rent Payments
* Invoices and Violations
* File Paper work
* Helped tenets with any questions they had
Education
christopher cloumbus HS - Bronx, NY
1994 to 1996
Skills
• Fluent in Spanish Microsoft office applications to include, Word, Access, Excel,Quick books and many more. 10-key by touch Type at least 40wpm (10+ years)
• Call Center (9 years)
• Customer Service (10+ years)
• Front Desk
• Customer Experience (9 years)
• Customer Care (9 years)
• Staff training (9 years)
• Senior leadership (3 years)
Languages
• Spanish - Intermediate
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