Customer Service Operations Manager

Pamela Seldon

410-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Highly focused and ambitious Operations Manager bringing 10+ years of management experience with extensive customer service, public relations, and leading large and small teams of professionals. Astute and proactive problem solver processing elevated business and operations acumen honed through progressive career history, diverse industry knowledge, and accomplished education. Excellent interpersonal skills, able to build and sustain effective customer and partner relationships. Talented in key HR functions, spanning team member hiring, training, development, and retention-promoting relationship building. Proficient in Workday, Slack, Microsoft Word, Excel, and PowerPoint. Seeking a position as an Manager where my knowledge, skills, and abilities can be effectively utilized to enhance company operations. Expertise includes:

●Critical Thinking

●Quality Assurance

●Complex Problem Solving

●Training and Development

●Budgeting and Cost Savings

●Administration and Reporting

●Customer and Personal Service

●Personnel and Human Resources

●Verbal and Written Communication

Managing Operations and Efficiency

ACHIEVEMENTS

●Improved employee productivity by 10% by implementing a new order completion process.

●Interacted with diverse customers on a constant basis, promoting excellent communication and customer service skills.

●As a full cycle recruiter increased staffing retention by 5% for the year

●Created training program which resulted in an 8% increase in position promotions

PROFESSIONAL EXPERIENCE

Site Manager

Instacart 10/2017 - Present

The Instacart company is a 1.5-billion-dollar grocery delivery and pick-up company employing over 10,000 people throughout the United States and Canada.

●Created and implemented cross-functional processes for stores low performance and production, resulting in a 10% increase in overall production and performance due to the execution of the processes

●Establish better communication processes for lower level management interacting with their peers, and reporting staff; enhancing dialogs empowering themselves to find solutions quicker whenever issues, incidents, and problems arise eliminating the need to involve upper management

●Mentor, coach, and develop staff for upward mobility to next-level management roles

●Revise and manage the full cycle recruitment process to include triaging applicants; enabling stores to employ and train more qualified employees which aids in their performance and increases retention

Director of Operations

H&R Retail, Inc., Baltimore, Maryland 11/2012 - 1/2017

H&R Retail is a real estate brokerage firm exclusively focused on retail tenants, landlords, and developers within the greater Washington DC/Baltimore area.

●Directed day-to-day production operation of a staff of 6; to maintain project deadlines

●Focused and coordinated activities of business to improve concerns regarding a 15-day production turnaround, which resulted in a 10-day turnaround.

●Bi-weekly review of activity reports, and other performance data to measure productivity and goal achievement, which led to improved employee time management by 2 hours and cost reduction of overtime.

●Created usage tracking process to highlight and analyze vendor contract cost; this led to a $400 reduction in licensing cost for Esri.

Office Manager

The Spine Center, Glen Burnie, Maryland 10/2011 - 11/2012

National Spine and Pain Centers of Glen Burnie are focused on addressing the unique needs of each patient. By employing a comprehensive, team-based approach, each patient receives the expert, personalized treatment they deserve.

●Oversaw and organized all functions of the center and 22 staff by ensuring that all policies and state regulations were being followed.

●Analyzed internal processes and implemented procedural policies to improve operations, such as supply changes and the disposal of records.

●Achieved a 70% average collection ratio over a 13-month period

●Recruited, and hired all staff, providing direct supervision, ongoing staff development, and continuing education to 2 employees.

●Assisted in physician credentialing, license renewal, and reappointments.

●Ensured and provided all documentation to the billing/collections group to complete billing daily. Executed audits and balancing of cash receipts and prepared daily deposits and end of shift cash reconciliation.

Manager of Contracts and Enrollment & Billing

CareFirst Blue Cross & Blue Shield 01/2005 - 08/2010

CareFirst BlueCross BlueShield is a health insurance provider serving 3.5 million individuals and groups in Maryland and the Washington metropolitan area. It has dual headquarters in Baltimore, Maryland and Washington, D.C

●Managed weekly, monthly and quarterly operational goals for leaders in two core departments

●Interpreted data analytics and financial reports

●Maintained and reviewed department million budgetary projections and timelines

●Guided the implementation of new groups benefits and migration renewals

●Conducted statistical reviews and analysis.

EDUCATION

Bachelor of Business Administration with a concentration in Human Resource Management at American InterContinental University - Schaumburg, IL

Magna Cum Laude

Magna Cum Laude

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