Customer Service Operations Manager

SJ

SHANNON JAMES

****************@*****.*** 310-***-**** Chino Hills, CA 91709

Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations. Focused Operations Manager adept at liaising with key clients, accounts and external business stakeholders to build rapport and drive retention. Focused on promoting safety and productivity across multiple business lines. Advanced knowledge of applying trend analysis to create value for customers and profitability for company. Mergers and acquisitions knowledge

Staff training and development

Financial and cash flow analyses

Planned equipment constraints

Policies and procedures implementation

Cost reduction and containment

Multidisciplinary collaboration

Contract review and recommendations

Multi-unit operations management

Business process re-engineering

Quality assurance and control

Market research, forecasting and analysis

Project management

Business Process Re-Engineering

Incidents Management

Financial and Cash Flow Analyses

Staff Management

Inventory Management

Budget Development and Management

Logistics Oversight

Policies and Procedures Implementation

The Elite Counselor & Therapy Group

Chino Hills, CA

Counselor

08/2022 - Current

Documented meetings, interventions and contacts with clients to optimize care.

Acted as client advocate to resolve emergency problems in crisis situations. Obtained or maintained proper licensure or certification to meet state requirements.

Worked with interdisciplinary team to develop individualized treatment interventions.

Documented patient progress through counseling and interaction. Identified clinical or case management needs to promote quality of care. Consulted with staff, insurance provider and family about treatment recommendations and progress.

Provided individual and group counseling to guide clients in areas of social and emotional needs.

Helped clients find solutions by teaching appropriate intervention techniques.

Provided supervision and in-house activities to support program participants.

Completed detailed documentation of sessions, patient notes and recommendations.

Listened to personal stories, asked probing questions and offered Summary

Skills

Experience

knowledgeable advice for different situations.

Coordinated resources to support clients and help each achieve targets. Blue Cross NC East New York, NY

Operations Manager

09/2013 - 08/2022

Administered financial processes Including accounts payable/accounts receivable, managing accounting office anc updating customer service files.

Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

Managed scheduling, training and inventory control. Implemented policies and standard operating procedures and managed quality, customer service and logistics.

Oversaw financial management, budget management, accounting and payroll activities.

Responded to information requests from superiors, providing specific documentation.

Trump Towers East New York, NY

Property Manager

05/2009 - 06/2021

Handled resident complaints and expedited maintenance requests. Inspected properties regularly to identify deficiencies and schedule repairs. Collected monthly assessments, rental fees, deposits and payments. Updated tenant and unit information to keep current in housing database. Solicited and analyzed bids for repairs, renovation and general maintenance.

Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.

Oversaw and monitored preventative maintenance and energy management inspections and programs.

Met with prospective tenants to show property and assess applications or sign leases.

Coordinated with maintenance and contractors to promote timely turnovers after move-outs.

Responded to tenant maintenance requests according to agreed conditions for building functionality.

Built relationships with service vendors and submitted associated billing statements.

Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.

Completed lease applications and verifications, notifying prospects of results.

New York University New York, NY

MBA in Business Administration And Management

07/2008

Ramapo High School Spring Valley, NY

High School Diploma

07/2002

Education and Training

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