Customer Service Operations Manager

DRIANNE ALFARO

Carrollton, TX ***** 214-***-**** *************@*****.***

SUMMARY

Dedicated and organized Operations Manager with over 8 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion. Adding value to any organization in need of great collaboration, interpersonal and multitasking abilities.

SKILLS

NetSuite

Microsoft Office

Management

Customer service

Policies and procedures implementation

Training & Development

Ring Central

High-pressure environments

Client relationships

Customer relationship management

EXPERIENCE

04/2014 to 09/2022

Operations Manager

Esquire Deposition Solutions Dallas, TX

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.

Demonstrated leadership by making suggestions with coworkers and helping to train others.

Assigned tasks to associates to fit skill levels and maximize team performance.

Recruited and hired qualified court reporters to fill open positions.

Managed personnel scheduling, facilitating adequate coverage to meet demand.

Implemented policies and standard operating procedures and managed quality, customer service and logistics.

Measured and reviewed performance via KPIs and metrics.

Addressed customer concerns with suitable solutions.

Created corrective actions based on adverse KPI trends.

Guided employees on understanding and meeting changing customer needs and expectations.

Motivated and evaluated personnel for performance improvement and goal achievement.

01/2009 to 05/2013

CART Writer

Cauthen & Associates, Inc Fort Worth, Texas

CART writer for the hearing impaired.

Edited documents for grammar, clarity, content and formatting.

Performed in-depth research into topics to write clear and accurate copy.

Proofread and edit transcript to correct mistakes.

EDUCATION AND TRAINING

02/2008

Court Reporter Certificate

Arlington Career Institute Grand Prairie, Texas

CERTIFICATIONS

Texas Certified Court Reporter - #8400

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