Nelson Rosa

***** ***** ****** **

Katy, TX *****

347-***-****

Summary: Experienced Operations Manager with a proven track record of successfully leading and managing teams to achieve operational goals and objectives.

Work Experience:

Cornucopia Logistics: New York, NY

Operations Manager February 2020-Oct 2023

Oversaw daily operations, ensuring efficient and effective processes are in place,

Managed the day to day operations for the delivery system, including fleet management, logistics and customer service.

Led a team of 100 plus employees and managed day to day operations to ensure efficiency, quality and compliance with company policies.

Developed and maintained a strong relationship with suppliers, vendors and internal management.

Implemented and enforced safety and compliance standards to maintain a safe working environment.

Conducted regular performance evaluations and provided coaching and feedback to delivery personnel.

Global Contact Services - Queens, NY

Senior Operations Manager December 2014 to January 2020

•Analyzed data and key performance indicators to identify areas for improvement and implement appropriate solutions.

•Provided leadership, guidance, and support to the operations team, promoting a positive work culture and fostering professional growth.

•Conducted performance evaluations provided coaching and mentoring and facilitated training programs to enhance team member’s skills and performances.

•Prepared regular reports and updates to senior management as well as the MTA.

•Identified and resolved operational issues in a professional and timely manner.

•Effectively communicated with team members to maintain clearly defined expectations.

•Collaborated with the cross-functional teams to resolve customer escalations, addressed operational issues, and implemented process improvements.

Senior Department Manager

First Transit - Queens, NY

June 2008 to May 2013

•Oversaw the day to day operations of a call center/customer service department that booked over 28,000 trips, and logged over 15,000 calls daily.

•Facilitated information flow between customer service, operations management, quality assurance and payroll departments to guarantee companies' objectives were met.

•Developed and implemented strategies to improve call center efficiency, resulting in an increase in productivity and a significant reduction in average call handling time.

•Monitored key performance indicators to assess performance, identify areas for improvement and implemented corrective actions.

•Maintained and monitored office performances and compiled and provided all analytical data for the MTA

•Collected, prepared and inputted daily, weekly and monthly production information relevant to all MTA reports

•Oversaw all terminations and grievances of all unionized employees.

Skills:

•Operations Management

•Team Leadership

•Process Improvement

•Budgeting and cost control

•Customer Service and issue resolution

•Problem solving

•Coaching and mentoring

•Call center Management

•Quality Assurance

References are available upon request.

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