Operations Manager

BECCA FENLON

Abingdon, MD 410-***-**** *******.*.******@*****.*** https://www.linkedin.com/in/beccafenlon

PROFESSIONAL SUMMARY

Assertive and highly motivated executive with 15+ years of progressive leadership experience in various managerial positions. Fosters positive culture for customer service, quality, and continuous improvement in a shared services environment. Excellent communication and collaboration skills with the ability to understand customers and to tailor messages to effectively communicate and convey high-quality feedback to supporting businesses to facilitate the formation of effective customer approaches and strategies. Demonstrates strategic and innovative thinking as it relates to enhancing and improving the customer journey and experience. Astute professional with extensive knowledge in guest services operations, field operations, product management, and public relations. Closely familiar with SalesForce, CMS systems, and Microsoft (MS) Office Suite.

AREAS OF STRENGTH AND EXPERTISE

-Operations Management

-Team Leadership

-Problem-Solving Strategies

-Guest Retention

-Business Strategy & Delivery

-Relationship Building

-Compliance

-Policies & Procedures

-Training & Mentorship

-Customer Service

-Conflict Resolution

-Profit & Loss Statements

-Guest Satisfaction

-Budgeting

-Continual Growth

-Call Center Teams

-Negotiation Skills

-Continuous Improvements

CAREER ACHIEVEMENTS

Led project to successfully integrate SalesForce and other software to increase productivity and reduce unnecessary steps for data entry.

Recognized by Chairman for contributions to FY 2017 financial results based on project outcomes.

Enhanced customer service by leading project to convert 1500+ customers from existing vendor to new vendor for alarm systems.

Actively participated as member of leadership team for East Coast Retention Task Force while increasing quality measurement score by almost 40% within first 6 months.

Recognized by Divisional Vice President for contributions to East Coast Retention Task Force, Titan Palmer Group.

Achieved Ranking of 1st in Recovery Index throughout US and 2nd throughout the world after taking over department that was ranked last in the United States.

Audit scores resulted in top 5 in United States during annual safety audits.

Recognized by District HR Manager for identifying underperforming staff members and implementing training programs that enhance employee performance and efficiency.

In 2014 received 97% favorable feedback on team survey for overall leadership.

Significantly increased credit card enrollments within 6 months by more than 150% by identifying, designing, and executing new process improvement plan. As a result, the store went from 10th place to 3rd place in region.

PROFESSIONAL EXPERIENCE

Wittenbach Business Systems, Sparks, MD 5/2017 – Present

Vice President of Sales and Service Support

Supervises several teams simultaneously throughout eastern and southern United States, including sales support, project management, and customer call center. Established cross-training for call center and project management staff to ensure adequate coverage at all times, as well as standardized training for sales support team.

Collaborate with various professionals such as business partners, subcontractors, and vendors.

Introduced and implemented new programs that aligned with company objectives, as well as ensuring clients’ needs are met while exceeding their expectations.

Reviewed and located business risks and executed programs to increase profits, prevent losses, and improve overall efficiency while adhering to budget.

Establish division for alarm monitoring to ensure industry compliance and improved customer service.

DaVita Kidney Care, Baltimore, MD 7/2016 – 4/2017

Director of Operations/Facility Administrator

Oversaw all aspects of business operations, in addition to managing cross-functional team comprised of 20+ individuals and safeguarded that all staff complied with corporate policies and state regulations, including Maryland Kidney Commission regulations.

Cooperated with executives to discuss new initiatives and strategies to implement them.

Established relationships with staff and nurses and provided positive environment which increased morale and patient experience.

Proactively resolved patient inquiries and grievances, which increased patient satisfaction.

Evaluated business needs and ensured that business operations remained within designated budget.

Target Corporation, Baltimore Region 10/2011 – 8/2015

Store General Manager 7/2013 – 8/2015

Directed and managed daily operations of multiple stores in spearheading sales and profit growth for both store and pharmacy of $35M+ location, led a cross-functional team of more than 150 employees, executed new initiatives, and collaborated with district and regional business partners; effectively coached managers through organizational change.

Active member of District Campus Recruiting team.

Successfully maximized profits, as well as increasing customer goodwill and employee satisfaction.

Mitigate risk by leading a compliance-oriented environment in both store and pharmacy.

Accountable for brand management, such as strategically positioning product displays throughout store.

Executive Team Leader/Assistant Store Manager 10/2011 – 7/2013

Acted as District Management Executive Team Leader Trainer, in addition to a mentor for Target’s Intern Program.

Successfully met sales goals and ran hardline areas of the store.

Led multiple teams to meet weekly timelines for store goals.

Developed department-specific plans involving staffing, goods replenishment, and event prep for Black Friday and other seasonal events.

IKEA Home Furnishings, Baltimore, MD 9/1996 – 10/2011

Operations Manager 9/2008 – 10/2011

Developed, implemented, and monitored store business plan and administrative procedures related to store operations, including store accounting, and corporate risk policies.

Managed P & L for $50 M budget while leading multiple departments simultaneously, including loss prevention, facilities, payroll, accounting, IT, and recovery departments.

Performed statistical analysis of all sales, payroll, and financial data.

Successfully negotiated all vendor contracts and ensured terms aligned with corporate objective.

ADDITIONAL EXPERIENCE

IKEA Home Furnishings, Baltimore, MD 9/1996 – 10/2011

Controller 7/2006 – 9/2008

Check-Out Services Department Manager 8/1998 –7/2006

Customer Service Department Manager 9/1996 – 8/1998

EDUCATION AND CERTIFICATIONS

Bachelor of Science, Towson University, Towson, MD

AWARDS

Executive Team Leader of the Year

Guest Survey Results Award

Golden Contribution Award

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