Customer Service Operations Manager

Jon Yates

*** ********* ******* ****, ** ***** • 618-***-**** • ************@*****.***

Professional Summary

Multi-talented Manager consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. Experienced Manager with over 30 years of experience in Operations Management. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills

Staff leadership and direction

Skill development

Process and procedure development

Customer service excellence

Organization and planning

Sales strategies

Work History

New Business Development/ On site Manager, 08/2018 to 08/2022

Elite Staffing Inc. – Granite City, IL

Wrote, implemented, and optimized operational guidelines for sustainable temporary employees to succeed in new work environment

Worked with Owners and Management to resolve disciplinary problems, improve operations and provide exceptional customer service

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

Developed communications and information for new client meetings

Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival

Facility Manager, 11/2005 to 07/2022

Elite Staffing Inc. – Granite City, IL

Insured the daily operations, staffing requirements of the client facilities. Completed daily payroll of 300 plus employees, provided accurate and timely billing. Completed all injury incident reports regarding workers compensation.

Managed and directed facility staff of 300, including Temporary employees

Mitigated regulatory risks by overseeing all compliance visits to ensure adherence to protocol

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability

Maximized time and manpower by consolidating material planning, data collecting, payroll and accounting programs into one centralized system

Encouraged, trained and disciplined employees to maximize performance

Motivated and led team members to work together

Managed talent acquisition and oversight for over 300 plus internal/external placements

Branch Operations Manager, 10/1987 to 06/2004

Union Planters Bank – Belleville, IL

Trained employees on proper procedures and strategies to improve productivity.

Cooperated with sales teams and new clients representatives to ensure efficient marketing strategies and company objectives were met.

Performed weekly compliance checks.

Ensured adherence to all company, state and federal protocols to reduce potential danger.

Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.

Exceeded quarterly sales goals.

Regularly exceed sales and loan productivity goals set by Executive team by using personal attention to customer needs, sales and integrity in all professional interactions.

Received regional employee of the year recognition award for sales increases, outstanding service

Education

High School Diploma: 1987

Granite City Community High School - Granite City, IL

Accomplishments

I was awarded employee of the year with Elite Staffing in 2007. I was also awarded employee of the year with Union Planters Bank in 2002.

Certifications

Certified first responder in adult and pediatric first aid, adult CPR an AED along with blood borne pathogens.

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