Regional Manager Customer Service

ALICIA NELSON

Utica, MI, ***** 313-***-**** adliba@r.postjobfree.com

PROFESSIONAL SUMMARY

Organized Regional Account Manager with several years of experience on bringing highly knowledgeable team building, operations management, administrative and passion for customer service. Determined to work tirelessly for a company with outstanding communication and contemporary, centralized processes. Ready to take on the responsibility of a sole Regional Account Manager or be part of a team.

SKILLS

Accounting

Budgets

Client Satisfaction

Quality Inspections

Scheduling

Accurate payment posting

Bookkeeping

Business operations

Process improvement

Team management

MS Office

Problem resolution

Project organization

Operational improvement

Strategic Planning

Relationship development

Staff development plans

Leadership training

Process evaluation and enhancement

Time management

Written and oral communication

Knowledgeable of OSHA Regulations, sanitation, handling blood borne pathogens and hazardous materials that will help develop and improve professional relations.

WORK HISTORY

REGIONAL ACCOUNT MANAGER 01/2020 to Current

GRBS, Grand Rapids, MI

Successfully increased employee retention by creating a positive work environment within various accounts.

Administered daily operations to ensure policies were adhered to and understood.

Cultivated strong business relationships with customers to drive business development.

Communicated by phone, email and traveled for face to face contact to various accounts.

Reviewed orders and client requests to streamline delivery services and resolve material shortages.

Identified, researched and resolved billing variances to maintain system accuracy and currency.

Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.

Developed team communications and information for leadership meetings.

OKRs/PSR for approx. 200 team members within various accounts (MITC).

Maintained excellent attendance record, consistently arriving to work on time.

Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.

Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.

Spearheaded regular maintenance and repair reports to keep building and equipment in peak condition.

Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.

Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

OPERATIONS MANAGER 09/2019 to 01/2020

Amazon, Shelby, MI

Overseen operations for pit operators.

Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.

Implemented policies and standard operating procedures for continuous improvement.

Conducted performance reviews each quarter, offering praise and recommendations for improvement.

Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly.

Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.

Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.

Responded to events, including network outages and issues related to circuits, websites, vendors and telecoms.

Restocked inventory to sustain par levels and produced quarterly inventory audits and calculated, updated and presented reports.

OPERATIONS MANAGER, BUILDING MAINTENANCE 01/2007 to 01/2018

TPG, Roseville, MI

Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.

Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Developed highly-efficient team through ongoing coaching and professional development opportunities.

Oversaw inventory activities, including ordering and requisitions, stocking and shipment receiving.

Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.

Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.

PSR for approx. 250 team members (Nova time/Workday).

11 years of extensive experience in operations managing teams within Class A facilities implementing walk thru inspections.

Microsoft word, excel (scheduling), outlook, and power point.

SITE SUPERVISOR 04/2002 to 12/2007

ABM Lakeside, inc, Detroit, MI

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

Analyzed equipment breakdowns using various troubleshooting methods.

Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.

PSR for approx. 60 team members (Spreadsheets/Nova time).

Scheduling, budgeting, managing incoming and outgoing reports.

Interviewing, hiring, referring new inquiries.

EDUCATION

High School Diploma : 06/1999

Mumford High School - Detroit, MI

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