Customer Service Operations Manager

DEANA ROBERTSON

***************@*****.***. The Colony, TX 75056. 405-***-****

OBJECTIVE

Obtaining a position within your ever-growing company. EXPERIENCE

*Operations Manager

Bella Country Homes – Carrollton, TX August 2022 to present

-Manage and supervise office/administrative staff

-Manage and supervise construction projects from initial sale, design phase through completion of project

-Coordination of construction details and information with office and field staff

-Obtain, organize, coordinate all construction projects with field supervisors, designers, customers, suppliers, subcontractors, vendors, and sales agents

-Assist in coordination of construction plans

-Track interior/exterior design materials and costs

-Obtain and organize material and labor cost estimates

-Create construction budgets and track expenses

-Organize construction schedules

-Coordinate and track all material purchases

-Track projected vs. actual expenses, track selections and specifications

-Assist with customer service and warranty support

-Manage material purchases and returns

-Assist in collection/bid management

-Management of residential permitting

-Assist customers with ordering and construction process

-Lead weekly team meetings

*Interior Operations Coordinator

Woodbridge Home Solutions - Dallas, TX August 2020 to August 2022

-Manage and process all labor bills for installations within corporate and remote locations

-Determine at cost percentages on interior business

-Order all interior business

-Monitor new cabinet division/all interior jobs

-Maintain vendor relationships within ordering, shipping, and invoicing areas

-Collaborate with accounting on job costing discrepancies

-Update and execute job manifest

-Assist with the production area of shower/bath, jacuzzi and cabinets

-Research needed product to complete jobs on time in a costly manner

-Ensure all needed documents are received on jobs before completion in system

-Ensure backlog is checked and updated

-Implemented a new interior division within an exterior company

-Developed policies & procedures to a new bath division

-Ensure the department provides a high level of customer service to customers

-Determine workflow, project complexity and identifications of appropriate skills necessary to complete each project and coordinate with installation teams

-Ensure each job meets financial and company standards including approving all extra labor above original scope of work and for material returns

-Manage schedules of installers

-Management of the production life cycle, including the direction of subcontractors, and decisions affecting the financial outcome of the project

-Directing of project related paperwork and other administrative duties, including EPA lead safe work practice documentation.

-Demonstrate high level of positive energy towards staff, contracted team, and customers

-Deliver agreed to results in safety, quality, delivery, costs, and employee satisfaction/ development

-Establish an environment conducive to high levels of engagement, morale, employee satisfaction, and performance based on company core values

-Create and maintain production department project schedules

-Oversee the schedules with customers, technicians, and sub-contractors and adjust as needed

-Coordinate communication with service manager and field production manager in the future

-Ensure all product orders are accurate and timely to manufacturer

-Review approved labors bills for accuracy

-Meet or exceed monthly installation revenue goals

-Meet or exceed months COGS goals

*Director of Operations

Home Depot Interiors/Exteriors - Oklahoma City, OK August 2014 to August 2020

-Operations Management; Client Relations; Document Control; Issue Resolution; Quality Assurance

-Team Collaboration; Financial Administration; Project Coordination; Professional Attitude

-Deliver on-site support to all departments and coordinate all daily business efforts through effective collaboration and communication with team members

-Track, file, and view important documents, receipts, applications, database information, and invoices daily, organizing and managing sensitive files in an efficient manner

-Maintain client and vendor records and related information, entering results into each respective database while auditing for accuracy and completion

-Prepare various materials as well as transcribe critical district-level reports into respective software applications

-Collaborate in the execution of various HR and accounting aspects, including accounts payable and receivable, ledger and account management, budget control, payroll, billing, deposits, reconciliations, and related functions

-Monitor and comply with Environmental Work Rules on all sold/installed jobs

-Support various sales and operational functions, including transaction processing, proposal, and report development, inquiry and issue handling, scheduling, expense reports, and client retention strategies

-Order and maintain inventories of materials, supplies, and related items to minimize disruptions and inefficiencies

-Coordinate, contact, invoice, maintain all customer warranty issues with HDI/HDE corporate

-Schedule contractors and direct company employees daily, monthly, and quarterly hours and schedules

-Recruit, hire, train and motivate contractors and direct company employees

-Visit job sites to retain customer satisfaction and company cost effectiveness

-Organize and execute service calls, appointment scheduling, correspondence distribution, and other critical functions from concept to execution, while collaborating on operational and logistical aspects with team members

-Act as a liaison between organizations, corporations, vendors, and clients to ensure effective information

flow, exceptional customer service, sales opportunity development, and timely issue resolution

- Assist with other day to day procedures to facilitate efficient business operations

*7th Grade Texas History Teacher

Dallas Independent School District - Dallas, TX January 2008 to June 2014

-Confer with other staff members to plan and schedule lessons promoting learning by following approved curricula

-Instruct through lectures, discussions, and demonstrations in the subject of TX History

-Attend professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence

-Prepare objectives and outlines for courses of study, following curriculum guidelines or requirements of state and local district

-Guide and counsel students with adjustment or academic problems or special academic interests

-Interpret data results

-Establish and enforce rules for behavior and procedures for maintaining order among students

-Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate

-Sponsor extracurricular activities such as clubs, student organizations, and academic contests

-Collaborate with other teachers and administrators in the development, evaluation, and revision of middle school programs

-Administer standardized ability and achievement tests and interpret results to determine student strengths and areas of need

-Prepare, administer, and evaluate assignments and tests documenting students’ progress

-Plan and supervise class projects, field trips, visits by guest speakers or other experiential activities, and guide students in learning from such activities

-Prepare, administer, and grade common assessments, aligning assessment to subject area and grade levels

-Align curriculum and lessons to meet district SES

-Meet with parents and guardians to discuss their children’s progress, and to determine their priorities for their child and resource needs

Education

BS in Education University of Oklahoma - Norman, OK 1993 Skills

-Photoshop and Snipping tools

-Moviemaker and QuickTime Player -Company Facebook, Google, Twitter pages -Company Website management, GT Records, RepTime, Gradespeed -BCI acrylic, American Standard, Liners Direct, Jacuzzi, New Age Surfaces, Cambria ordering systems, Reborn Cabinet ordering systems

-Microsoft Office, Outlook, Excel, PowerPoint, Microsoft Excel

-QuickBooks

-Salesforce, CRM, ProCore, Co-Construct

-Measure Pro, LEAP, Lead Perfection

-Project Coordination, Operations Management, Production Management, Sales Support

-Logistics, Office Management, Accounts Receivable, Accounts Payable

-Document Management, Renovation, Construction Estimation

-Project management, Commercial construction, Construction management

-Analysis skills, conflict management, supervising experience

Contact this candidate