OPERATIONS MANAGER

Innovative management professional, who thrives leading highly effective, cross- functional teams in fast-paced environments. Leverages data analytics and clear communication to cultivate successful customer and client relationships while exceeding specified targets through bold decision-making. Enjoys uncovering opportunities to improve efficiency for frontline employees, customer, and self. ad3v1h@r.postjobfree.com 770-***-****

https://www.linkedin.com/in/octavia-p-

591a1570/

EXPERIENCE

Feb 2019 - Current Operations Manager, Instacart, Atlanta, GA Operations and Strategy:

• Identifying and prioritizing key company challenges.

• Conducting complex data analysis for leadership recommendations.

• Leading operational improvement projects.

• Serving as a liaison between Operations, Engineering, and Business Development.

• Analyzing and optimizing processes to meet SLA compliance.

• Managing KPIs.

Leadership and Development:

• Training, leading, and motivating supervisors through coaching.

• Creating training materials and facilitating sessions.

• Driving pilot launches and performance improvement initiatives.

• Handling job requisitions, interviews, and HR functions.

• Supervising the Social Media team, establishing KPIs, and implementing customer feedback surveys.

• Serving as a point of contact for product readiness initiatives. Process Improvement and Collaboration:

• Collaborating on process enhancements while maintaining customer care, efficiency, and quality.

• Conducting annual performance reviews and managing HR tasks.

• Analyzing workflows and facilitating change implementation.

• Taking on additional roles, including event planning and community service.

• Assisting in the realignment of the customer service department.

• Managing office space seating arrangements and co-employment relationships.

Oct 2015 – Jan 2019 Operations Manager, Concentrix, Atlanta, GA Account Leadership:

• Oversaw service delivery, client relationships, and team management for assigned accounts.

Operational Excellence:

• Managed 7-13 Team Managers and up to 25 advisors.

• Monitored the Customer Service Team consistently to ensure SLAs, internal expectations, and client requirements were being achieved. Leadership Development:

• Improved coaching effectiveness and team performance through leadership development.

• Enhanced people management skills for direct reports. Process Optimization:

• Continuously developed and simplified processes, emphasizing standardization.

• Utilized industry expertise to make informed decisions on tools and resources.

Data Analysis and Reporting:

• Provided clear management reports and data analysis for KPIs and financial metrics.

• Offered CRM-related guidance to peers, clients, and non-CRM functions.

Productivity and Profitability:

• Actively managed productivity, service levels, quality, and billable utilization.

• Made recommendations for problem resolution that improve financial results.

DMAIC Implementation:

• Created, managed, and maintained DMAIC (Define, Measure, Analyze, Improve, Control) processes.

June 2012 - Oct 2015 Team Manager/Trainer, Concentrix, Atlanta, GA Technical Knowledge and Training:

• Possessed strong technical support knowledge, excelled in communication, and was proficient in call center management tools and metrics.

• Delivered Client product-specific training and conducted employee evaluations.

• Trained and mentored new Tech Support Advisors, achieving top- performing team status.

• Demonstrated expertise in systems, software, and scheduling for SGT requirements.

Quality Assurance and Customer Service:

• Conducted weekly Quality Assurance evaluations to ensure high- quality service.

• Prioritized world-class customer service, upheld strict quality standards, and promoted client Service Agreements.

• Analyzed site reporting for improvements and provided site-level reporting, trend analysis, and identified opportunities for enhancement.

Team Management and Leadership:

• Managed and motivated a group of bottom performers via PIP.

• Utilized innovative problem-solving during coaching to boost agent performance.

• Conducted interviews and hired Technical Support staff as needed.

SYSTEM PROGRAMS

Servicenow

UJET

Snowflake

Jira

Zendesk

Trello

Smart sheets

Microsoft 365

Microsoft Suite

Avaya

Slack

Google Hangout

Salesforce

SKILLS

Technical Proficiency

Staff Training & Development

Time Management

Data Analysis

Performance Metrics

Communication

Organization

Problem Solving

Team Building

CORE COMPETENCIES

Strategic Planning & Execution

Project & Quality Management

Client Retention & Satisfaction

Statistical Research & Design

Corporate Strategy

Process Improvement

Driving Revenue & Profitability

EDUCATION

Accounting Associate of Applied Science degree

Augusta Technical College, May 2009

Augusta, GA

Certified Nursing Assistance

Tender Care School of Training, Sept 2007

Augusta, GA

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