Operations Manager Customer Service

Paula K Lamanna

Rock Island, Washington *****

509-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

I am a dependable manager seeking opportunity to expand skills and contribute to your company’s success. I am Considered hardworking, ethical and detail-oriented. I am currently in a PMI course to attain my PMP certification, Scrum Certified, excellent customer service skills, leader, and teachable. People are my passion; I thrive in an environment where I am able to create connection.

SKILLS

• Program Management/ Team

development

• Project Plan Development • Agile Methodology

• Conflict resolution/Leadership • Process Improvement • Microsoft Office Suite

• Procurement • Knowledge in PMP

EXPERIENCE

JANUARY 2019-CURRENT

Program Manager

Rocksteady Boxing/3be Fitness Wenatchee, WA

• Work with Physical Therapists and Doctors of Neuroscience to develop programs for neurological disorders that initiate secondary neuropathways to override the autonomic system

• Lead and educated employees on agile methodologies to help iterate quickly

• Create connection with people of all walks of life.

• Developed a Veteran focused program to help with PTSD

• Developed a safe space for Veterans to heal and feel safe, while advocating for funding for clients

• Oversaw implementation of strategic plans and verified alignment with corporate objectives.

• Facilitated community outreach, and marketing for programs to reach more people in the community with neurological disorders.

JULY 2015-JANUARY 2021

Therapeutic Exercise Specialist

Wenatchee Valley YMCA Wenatchee, WA

• Identified needs and recommended quality improvements, creating perceived value for customers.

• Developed specialized fitness regiments that catered to the needs of each client

• Monitored and enabled renewals while helping to reduce customer churn

• Worked cross departmentally to help create customer centric solutions.

• Assisted teams with application of basic diagnostic techniques to identify problems, investigate causes and recommend solutions.

JUNE 2015-JANUARY 2023

Operations Manager

Martin Scott Winery East Wenatchee, WA

• Created marketing campaigns for the winery and events including weddings, private events, and community outreach

• Managed schedules, and tight timelines while staying on budget for weddings and events

• Hosted educational events with the public on how wine is made, why certain grapes are needed, while paying attention to the fine details of wine making

• Created and evaluated ROI for events, fundraisers, and community outreach

• Managed timelines of viticulture caring for the vines and the making of the final product of wine

• Adjusted timelines based upon the growing season and the maturity of the grapes to harvest

• Use problem-solving abilities to anticipate and troubleshoot issues threatening to disrupt operations.

• Developed mechanisms and tools to maintain critical data tracking for operational records. JUNE 2000-JUNE 2010

Fish and Wildlife Technician

Chelan County PUD WDFW Yakima Nation F&W Wenatchee, WA

• Facilitated collaboration across multiple agencies (local, tribal, state, and national) for restoration issues

• Worked with multiple government agencies, collaborating on fisheries projects, data collection and implemented sustainable methods

• Communication with the public and interagency on all projects and timelines

• Adhered to environmental laws and regulations.

• Worked on upper tributary Coho restoration projects

• Facilitated or was a part of daily meetings depending on the projects.

• Conducted field surveys to document rare species in project areas. JUNE 2000-JUNE 2009

Forestry Technician/ Fire Fighter

Wenatchee National Forest US Forest Service Wenatchee, WA

• Rappel crew forest firefighter

• Utilized [Type] information and [Software] to create maps and layouts of park and forest areas.

• Assisted in community outreach and educational events

• Created new processes for completing projects through agile mythologies

• Facilitated process improvements for planning and operations

• Wilderness Ranger and backcountry trail crew

• Collected, botanical and wildlife surveys, silviculture, watershed, and habitat restoration projects.

• Identified issues and solutions to eliminate backlog and maximize workflows. EDUCATION

SCRUM Master Certification January 2023

Therapeutic Exercise Specialist January 2022

Rocksteady Boxing January 2019

BS - Sustainable Enterprise Management

University of Phoenix

April 2014

AAS - IPM

WVC, Wenatchee WA

January 1998

IPM Certification

Washington State University

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