Operations Manager Customer Service

RODNEY CALHOUN I

Operations Manager

***- ***-**** ***************@*****.*** North Las Vegas, NV 89031

PROFESSIONAL SUMMARY

Results-oriented team leader with a successful track record of managing teams, streamlining processes, and delivering results. Experienced in developing and executing strategies to increase productivity and profitability. Skilled in utilizing data-driven insights to identify areas for improvement and ensure customer satisfaction.

EXPERIENCE

Operations Manager II

Amazon.com Services LLC May 2020 - February 2024

Las Vegas, NV

Managed the daily operations of six sites across three states.

Managed 100+ direct reports

Managed the operations of a large team, overseeing daily activities and long-term projects.

Launched four new sites across two states.

Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.

Implemented cost-saving initiatives to reduce overhead costs

Northwest Safety Subject Matter Expert

Created network Standing Operation Procedures for physical/virtual safety walks.

Expanded local market from one site to four new sites.

Managed the daily operations of multiple departments to maximize efficiency.

Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.

Implemented cost-saving initiatives to reduce overhead costs.

Act as second-in-command to Station Manager in managing to achieve station safety, quality, and productivity

Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels

Family Services Specialist

Clark County Department of Family Services, November 2023 - March 2024

Las Vegas, NV

Analyzed data collected during assessments to identify areas of improvement for each client.

Initiated referrals for medical or psychological evaluations when needed.

Provided crisis intervention services to families in need of assistance.

Conducted home visits to assess family dynamics and safety concerns.

Assisted families in accessing community resources, such as housing, employment, childcare, and health care.

Advocated on behalf of clients by attending hearings and providing testimony when necessary.

Nevada State Child Welfare Academy

Operations Supervisor

S.A.F.E, Inc, June 2014 - June 2020

Bellflower, CA

Collaborated with management on departmental policies development and implementation.

Evaluated resource needs and managed resource deployment.

Planned, scheduled, and assigned work activities for personnel.

Created and monitored budget to ensure cost savings and efficiency.

Maintained accurate payroll records and submitted data to accounting department for processing.

Developed and maintained effective relationships with vendors and suppliers.

Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions.

RAPID REHOUSING CASE MANAGER

People Assisting The Homeless (PATH, October 2018 - May 2020

Long Beach, California

Participated in team meetings to discuss case management strategies for individual cases.

Assisted clients with obtaining basic needs such as housing, food, clothing, transportation, employment assistance and medical care.

Created individualized service plans in collaboration with clients, families, and other professionals.

Implemented case management plans, provided assessments, and offered counseling and support.

Monitored and evaluated case management services to ensure quality and effectiveness.

BEHAVIOR HEALTH SPECIALIST

County of Riverside Department of Mental Health, June 2009 - August 2015

Riverside, California

Provided field-based case management services in independent living skills, stable housing, finance management, community integration, linkage to employment, benefits and mental health care

Provided services to college students with disabilities

Developed, implemented, and monitored the individualized Person-Centered Plan (PCP) for up to 20 members in order to for community integration and service coordination goals

Provide behavioral health services to adults the age of 18- 65, individuals with substance abuse, individuals who are seriously mentally ill, individuals who have co-occurring disorder, including homelessness

Used evidence-based practices including motivational interviewing and trauma-informed care to create individualized service plans based on clients' strength

Maintain documentation standards set by Department of Mental Health policies in accordance with HIPPA practices

Developed treatment plans based on client needs and goals and monitored progress in accordance with state regulations.

EDUCATION

Master of Arts (M.A.) in Theology

Liberty University, Lynchburg, VA, Expected graduation Sep 2025

Master of Business Administration (M.B.A.) in Business Administration

Capella University, Minneapolis, MN, Jun 2020

Awards & Honors

Cum laude

Bachelor of Arts (B.A.) in Liberal Studies

Arizona State University, Tempe, AZ, Jan 2018

Awards & Honors

Cum laude

SKILLS

Staff Management

Continuous Improvement

Crisis Intervention

Safety Management

Warehouse Management System

Strategic Partnerships

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