Operations Director - requiring customer service and client retention

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

TERESA

SMITH

T

**** ******** ****, ***********, ***** 77546, 281-***-****, adlg5w@r.postjobfree.com Successful Operations Manager bringing expertise in staff management and training. Handles wide-ranging operational requirements and coordinates cross-functional activities with expert organizational, multitasking, and communication skills. Focused on building and maintaining successful teams and internal systems. Diligent and successful at keeping employees focused on performing well with hands-on management of day-to-day activities and special projects. Accomplished in translating high-level directives into actionable front-line policies and achieving consistent results. Strong track record of keeping costs low. Successful with proven expertise in overseeing operations. Set ambitious goals and strategizes plans to achieve each target and exceed business expectations.

Natural leader with motivational and organized approach to managing personnel and operational resources. Staff management- managed full

time and part time employees

Business management:-

proficient with AR & AP

Customer relations- kept line of

communication open with 3

customer levels

Performance improvement-

challenged staff to be more

through empowerment

Customer retention- prepared

annual contracts and HOA board

attended meetings

HR planning- interviewed, hired,

performance reviews, insurance

planning

Schedule coordination-

scheduled full time 10-12

employees, scheduled up to 275

seasonal employees

Goal setting- ran weekly

meetings with full time &

seasonal employees and set

action plans in place

Schedule oversight- Reviewed

weekly online scheduler to

ensure all shifts were covered

Logistics management- managed

the flow and timeliness of

customer repairs & health code

protocols

Employee training- trained

full-time Directors, Secretarial,

AR/AR/PR

Regulatory compliance- worked

with several health departments

for code compliance.

Time management- sat specific

goals for myself weekly and

daily while encouraging staff

participatio

Written communication Microsoft Word- proficient in all Microsoft Office Applications

Customer Service Communication Skills Annual Budgets Detail-Oriented Proficient with Quickbooks

Online & Quickbooks Payroll

Operations Manager September 2002 - October 2020

Poseidon Aquatic Management Consulting, LLC Houston, Texas Empowered employees by coordinating necessary resources to effectively handle needs and achieve objectives.

Resolved process inefficiencies through effective analysis and resolution of deficient areas. S

EDUCATION

Upheld company reputation for professionalism and results by expertly managing all facets of successful customer service business.

Coordinated operational support for customer and employee activities, organizing resources and teams to manage needs.

Kept staff performing at peak levels with clear objectives and hands-on strategies. Handled company-wide reporting systems, keeping managers informed of performance with real-time tracking data.

Handled forecasted business volume expertly by planning, organizing, and delegating daily operational activities.

Planned and managed crew schedules for maintenance and lifeguard operations in line with business and project demands.

Maximized customer satisfaction and retention through effective employee training programs and conflict management techniques.

Developed team culture focused on group success and continuous improvement. Achieved operational objectives through effective recruitment strategies and strategic planning. Enhanced operations with new and improved procedures targeting underperforming areas and systematic weaknesses.

Managed customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement.

Maintained optimal employee coverage for business needs with well-prepared team schedules. Directed 10-12 member administrative staff handling business finances, customer contact, and recordkeeping. Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions.

Surgical Technician- incomplete

San Jacinto Community College, Pasadena, TX

Incomplete - 3 years

Quachita Baptist University, Arkadelphia, Arkansas Quickbooks Certification 2003

College of the Mainland Learning Center League City, League City, Texas

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