Shaniqua Brooks

Boynton Beach, FL • +1-954-***-**** • ad4l9p@r.postjobfree.com •

linkedin.com/in/shaniqua-brooks-92667485

Operations Manager

10+ years of experience in managing operations, sales, and team development for companies with 200+ employees. Achieved 100% internal promotion rate, increased sales performance by 20% in 6 months, and improved employee retention by 25% in 2 years. WORK EXPERIENCE

LOTTO.COM LLC • West Palm Beach, FL, USA • 10/2022 - Present State Of Florida Operations Manager • Full-time

STORAGE RENTALS OF AMERICA, LLC • West Palm Beach, FL, USA • 02/2012 - 07/2022 Contact Center Manager • Full-time

EDUCATIONDYNAMICS, LLC - Boca Raton, FL, USA 02/2012 - 05/2018 • Full-time Led team in operational support for jackpots across 9 states, including FL, CO, AR, AZ, OR, TX, NM, NY, MN. Improved efficiency by 20%.

•

Drove 25% increase in employee engagement and morale by producing a new training curriculum, an onboarding program, and rewarding structure.

•

Collaborated with company and community leaders to launch new products and build operating procedures, resulting in a 15% rise in revenue for the state of Florida.

•

Ensured compliance with gaming laws and commission structures in different states, reducing risk and improving customer satisfaction through accurate ID verification in Zendesk and prompt customer service.

•

Increased revenue by 15% and improved customer experience by implementing a new quality assurance program that reduced complaints by 25% and a 15% increase in first- call resolution.

•

Saved $100,000 annually in business costs and retained top talent by orchestrating a successful telecommuting program, resulting in a more competitive edge in the field.

•

Collaborated with CRM Customer Success Manager to optimize call routing, and executed new telecommunication strategies, generating a 150% increase in sales, a 50% decrease in call abandonment, and a 20% decrease in average handle time for improved customer satisfaction.

•

Developed an attendance hotline, resulting in $50,000 savings in legal fees. Improved employee dispute resolution efficiency and HR compliance.

•

Developed and executed a comprehensive marketing campaign that led to a 40% increase in student enrollment. Strengthened the company's position as a leader in education marketing.

•

Enterprise Rent A Car Ehi Holdings • Coconut Creek, FL, USA • 02/2003 - 02/2012 Branch Manager

EDUCATION

BA in Business Management & Journalism

Gordon College •

SKILLS

Account Management, Analysis, Brand Awareness, Build-Out, Business Development, Business Growth, Business Leadership, Calabrio, Call Potential, Coaching Process, Comprehensive, Confluence Software, Consistent, Customer Relationship Management, Customer Success Management, E-commerce, Employee Engagement, Five-9 Soft Phone, Focused, Gaming Law, G Suite, Human Resource Compliance, Human Resource Development, Human Resource Management, JIRA, Key Performance Indicator, Leadership, Leadership Development, Management, Onboarding, Online Learning, Pci Compliance, Performance Management, Precise, Product Launch, Property Insurance, Property Management, Proven Track Record, Quality Control, Relationship Building, Ring Central, Sales Drive, Sales Efficiency, Sales Management, Sales Operations, Slack Software, Software Quality Assurance, Staff Training, Standard Operating Procedure, Talent Management, Team Player, Telecommunications, Training Management, Trend Analysis, Workplace Wellness, Zendesk Built an impressive record of achievements through 5 increasingly responsible positions within 6 years. Oversaw Contact Center Team Managers, Team Leads, QA Analysts & Vendors, leading to a 25% decrease in operational costs and improved service delivery.

•

Enhanced sales strategies, leading to a 25% upsoar in sales revenue and a 10% improvement in customer satisfaction. Positively impacted the company's bottom line and customer loyalty. Strengthened the company's reputation for delivering high-quality services.

•

Enhanced coaching and trend analysis efficiency by successfully building out and deploying NICE, resulting in improved contact center associate compliance and increased access to KPI metrics reporting and analytics.

•

Acted as a trainer, coach, mentor, and mediator of employee relations issues, in conjunction with HR and corporate practices, leading to a 15% decrease in employee turnover and improved overall employee satisfaction.

•

Led the successful establishment of Enterprise's first commercial truck rental location in Broward County, resulting in a 30% increase in market share and expanded business opportunities in the region.

•

Boosted sales performance by 25% across assigned sites, earning recognition as a top sales manager in the region. This brought on incremental revenue and market share.

•

Contact this candidate