Operations Manager Customer Service

Shantell Buckhalton

Englewood, CO 763-***-**** ***********@*****.***

Business Operations Manager

Innovative and results-oriented business professional with demonstrated expertise in successfully engineering outcomes for operational initiatives and projects. Strong aptitude for quickly mastering new processes and technology with an adaptable and personable nature, motivated in fast-paced environments.

SKILLS & PROFICIENCIES

Budget Management &

Planning

Cultural Awareness &

Inclusion

Customer Service

Detail-Oriented &

Organization

Diplomacy & Leadership

Maintaining

Confidentiality

Microsoft Office Suite

(Word, Excel, PowerPoint)

Microsoft Outlook &

Teams

OneNote

Process Optimization

Program Evaluation

Project Management

QuickBooks

Records Management

Sharepoint

Team Building & Training

Vendor Management &

Relations

PROFESSIONAL EXPERIENCE

CHERRY CREEK SCHOOLS, Dean’s Assistant-Overland H.S

● Assist students, who are in the dean’s office with attendance and discipline issues/questions.

● Answer and screen telephone calls, take messages, and assist the deans, students, parents/guardians, and community members with concerns and questions. Monitor students sent to the dean’s office.

● Schedule meetings and appointments for the supervisor, outside representatives, and students. Prepare agendas, reserves, and facilities, and record and transcribe minutes of meetings. Maintain and update calendar for all four deans.

● Draft letters, reports, and related materials. Compose and type routine suspension letters. Provide support to the deans with expulsion packet

● Organize and maintain file systems, which include, student disciplinary files, simple databases, personnel records and actions, student records and tests, surveys, legal documents. File correspondence and other records, which may include entering and accepting attendance.

● Operate word processing equipment to store, edit, format, print, and revise letters, memorandums, databases, reports, forms, labels, and other printed material.

● Order and maintain supplies/inventory and arrange for equipment maintenance. May process electronic purchase and warehouse orders and other financial documents.

● Perform other related duties as assigned or requested. METROPOLITAN COUNCIL, Office of Equity & Equal Opportunity - St. Paul, MN Program Technical Specialist & Executive Assistant, March 2022 - Present

● Accountable for monitoring and tracking budget, invoicing and expenditures, preparing purchase requisitions, and tracking approval processes and inventory.

● Manages all Microsoft Teams, Sharepoint, and OneNote sites for the entire department.

● Implements efficient and creative procedures for complex functions while providing ongoing administrative support to the team.

● Conduct and arrange all travel planning inclusive of invoicing and expensing costs.

● Organizes and maintains each calendar of the director and assistant directors. COMMUNITY ACTION PARTNERSHIP OF SUBURBAN HENNEPIN - St. Louis Park, MN Compliance Coordinator, February 2020 - October 2021

● Evaluated all program and client applications to ensure they were in compliance with contract requirements.

● Defined program requirements and implemented systems, forms, quality control checklists, and procedures to conduct regular quality control checks on program and client applications.

● Oversaw reviews of applications to guarantee accuracy and completeness before they were completed and payments were issued.

● Optimized internal systems and databases to accurately and effectively track program and client data that could be used to curate program reports.

● Compiled client lists and conducted client satisfaction surveys to ensure needs were met.

● Prepared essential documentation for reports, grants, presentations, and program monitoring visits.

● Supervised and led regular staff training to reinforce understanding and compliance using forms, checklists, procedures, and requirements.

Energy Related Repair Manager, October 2016 - October 2018

● Maintained customer relations between contractors and customers to ensure long-lasting, positive partnerships in the field.

● Supervised a team that supported the day-to-day duties to promote a focus on strategic planning for program implementation and customer reach.

● Budgeted and distributed government-funded program dollars. LAW OFFICE OF ROSALIND R. SULLIVAN - Robbinsdale, MN Temporary Legal Assistant, April 2016 - June 2016

● Conducted client intake and scheduled initial consultations.

● Maintained workflow spreadsheets, office documents, and invoices in QuickBooks for all clients and vendors.

● Drafted legal correspondence including motions, affidavits, memorandum of law. VOLUNTEERS OF AMERICA MN/WI, MENTAL HEALTH CLINIC - New Hope, MN Program Assistant III, January 2015 - April 2016

● Client-centered position to assist with intake, scheduling, medication refills, insurance pre-authorization, interpreter requests, and billing-related questions. VOLUNTEERS OF AMERICA CORPORATE - Eden Prairie, MN Temporary Accounts Payable Representative, November 2015 - January 2015

● Point-of-contact for all invoicing for vendors and contractors through Great Lakes accounting system and answering invoice questions for staff. COMMUNITY ACTION OF MINNEAPOLIS - Minneapolis, MN

Program Assistant, Quality Assurance Specialist, CSR Manager, August 2007 - September 2014

● Team lead focused on supporting customer service and quality assurance teams, handling customer requests, reviewing income eligibility requirements, completing applications, and providing on-site support to energy assistance staff. EDUCATION

AUGSBURG COLLEGE – Minneapolis, MN

Sports Medicine Major, Communications Minor - December 2007 NORFOLK STATE UNIVERSITY – Norfolk, VA

Business Major, Communications Minor - May 2004

AWARDS & ACHIEVEMENTS

COMMUNITY ACTION OF MINNEAPOLIS

● Employee of the Year, 2013

● Employee of the Spring Quarter, 2013

● Employee of the Fall Quarter, 2012

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