Continuous Improvement Process

Betsaida Nicholas

Operations Leader

ad5t84@r.postjobfree.com • 813-***-****

LinkedIn URL • Oldsmar, FL 34677

Dynamic and results-driven professional with over a decade of progressive experience in optimizing team performance and spearheading strategic initiatives in a fast-paced environment.

Adept at conducting thorough reviews of daily reports and extracting valuable insights to inform decision-making and process improvement. Instrumental in identifying opportunities for process enhancement, developing strategies to drive business growth, and addressing performance concerns in underperforming employees as well as markets. Proficient in training and coaching team members with a keen focus on cultivating an environment of continuous improvement and skill development. Proven history in maintaining daily compliance, surpassing performance metrics, escalating issues for resolution, and streamlining operations.

Areas of Expertise

Operations Management

Data Analysis & Insights

Customer Satisfaction

Strategic Planning & Execution

Risk Assessment & Mitigation

Project Management

Team Leadership & Training

Continuous Improvement

Business Growth Strategies

Cross-Functional Collaboration

People Management

Budget Management

Regulatory Compliance

Resource Allocation

Stakeholder Engagement

Professional Experience

Nielsen 2013 – 2023

Panel Manager 2019 – 2023

Oversaw and tracked team performance with keen focus on ensuring timely and precise completion of tasks while strictly adhering to company policies and procedures. Conducted thorough reviews of daily reports and extracted valuable insights to inform strategic decision-making and process improvement. Identified opportunities for process improvement and developed strategies to drive business growth and efficiency. Managed IPR Intab Differential and addressed performance concerns in underperforming markets through targeted improvement initiatives. Determined daily market priorities based on sample priorities and optimized resource allocation and sample collection.

Key Contributions:

●Enhanced performance and efficiency by managing and mentoring team members.

●Conducted training sessions to promote skill development and knowledge enhancement among employees.

●Ensured timely completion of all service requests and exceeded client expectations by following Sample Policy rules.

●Fostered strong relationships with households by collaborating with team, building trust, and ensuring customer satisfaction.

●Maintained compliance, met performance metrics, and escalated issues to regional operations center director for resolution.

●Uphold and drove quality of Panel Relations Specialist work and productivity, implementing necessary corrective actions and recognition programs.

Lead Panel Relations Specialist 2013 – 2019

Provided comprehensive training programs to equip team members with essential skills and knowledge. Offered coaching, tools, and constructive feedback to foster continuous improvement. Collected and analyzed data and offered valuable feedback to panelists, managers, and co-workers to contribute to informed decision-making and operational enhancements. Conducted rigorous reviews of PRS work quality and productivity as well as utilized metrics such as ICQ/UCQ, work coverage, and live call monitoring with panelists to achieve optimum outcomes.

Key Contributions:

●Adhered to daily compliance standards and identified process improvement opportunities to enhance operational efficiency.

●Showcased exceptional verbal and written communication skills to foster team communication, both internally and externally.

●Served as primary customer service contact, addressed household concerns, answered questions, and ensured long-term and accurate equipment usage.

●Enabled team to consistently achieve daily objectives by communicating clear instructions to team members and ensuring alignment with organizational goals.

Education & Credentials

Leadership Development Program Willow & Puddifoot

Modern Management Tools Certificate Program USF

HR Management USF

Awards

Leadership Award Employee of the Month

Technical Proficiencies

MS Word Outlook PowerPoint Excel Google Docs Sheets and Slides Amazon Web Services (AWS)

Languages

English, Fluent Spanish, Fluent

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