LENORA L. RINELLA

OPERATIONS MANAGEMENT ADMINISTRATIVE COORDINATION

SKILLS

Workflow Planning

Project Development

Process Improvement Strategies

Project Management

Staff Training

High-Pressure Environments

Multi-Unit Operations Management

Business Development Understanding

Operations Oversight

Interpersonal Communications

Complex Problems Analysis

Customer Relationship Management

Data Evaluation

Quality Assurance and Control

Business Administration

Microsoft Office Suite Expertise

Employee Motivation

Superb Time Management Skills

Leadership

EDUCATION

MBA

January 2013 / University of Phoenix

B. Sc Management

January 2011 / University of Phoenix

Associates Of Science, Legal Assisting

January 2007 / Hillsborough Community College

EXPERIENCE

Operations Manager

2022 - 2023 IVOX Solutions

Developed a talented team, participating in hiring, coaching and performance management processes.

Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.

Liaised between employees and managers and disseminated important business information.

Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.

Monitored market and competitor trends to develop new ideas and maintain company relevance.

Met with directors and stakeholders to discuss company needs and goals.

Maintained professional working relationships and promoted open lines of communication with staff.

Adhered to corporate standards and regulations, encouraging safe and efficient operations.

Presented operational metrics and data to company executives and directors for review.

Senior Technical Support Specialist

2020 - 2022 TTEC

Conferred with staff, users and management to establish requirements for new systems or modifications.

Developed training materials and procedures, and trained users in proper use of hardware and software.

Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications.

Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Assisted with new hire orientation and employee training.

Always provided efficient and courteous service to customers.

Senior Scheduling Coordinator

2017 - 2019 AKRON CHILDREN'S HOSPITAL

Responsible for scheduling patients' appointments for multiple business units

Responsible for assisting with onboarding new departments into the systems of the department and ensuring that those departments schedules were always accurate.

Responsible for training new employees in the department and overseeing the daily functions of up to 12 employees at any given time.

Customer Service Specialist

2016 - 2018 AMAZON WVCS, LLC

Addressed customers courteously using suitable methods and problem-solving skills.

Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

Utilized automated systems to log and retrieve call information.

Maintained logs and documentation to detail key information regarding incoming and outgoing calls.

Responded to telephone inquiries and complaints following standard operating procedures.

Investigated and researched issues to determine root causes and appropriate resolution methods.

Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

Read from scripts to promote uniformity and consistency in communications.

Referred unresolved customer grievances to designated departments for further investigation.

CONTACT INFORMATION

772-***-****

aduven@r.postjobfree.com

111 SW Milburn Circle

Port St. Lucie, Florida 34953

CAREER OBJECTIVE

Dedicated professional with proven performance in Operations Management, Leadership and Administration. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to the right organization where I can be a team player and make a career.

SOFTWARE EXPERTISE

Windows 3.1 – Windows 11 Microsoft Suite Visio ACT Lotus Notes Westlaw Peachtree Accounting EPIC QuickBooks ( PRO & On-Line) Desktop Publishing Pro Doc Print Master Publishing Webex Harvard Graphics Lotus Organizer Lotus Notes Office Communicator Zoom Skype SharePoint Microsoft Teams SharePoint Kronos Zoom App ClickUp

REFERENCES

References available upon request

Call Center Supervisor

2022 IVOX Solutions

Liaised with key stakeholders and business partners to achieve call center objectives.

Monitored internal systems to measure inbound and outbound call activity, customer feedback and resource availability.

Supervised diverse workforce through coaching, counseling and engagement.

Coordinated and planned activities to drive service enhancements that impacted support teams and customer base.

Identified and implemented continuous process improvements for department.

Drafted and monitored employee scheduling to support effective resource allocation.

Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions.

Supervised direct reports and enforced adherence to established procedures and deadlines.

Business Analyst I / Scheduler

2019 - 2020 DBHDD

Responsible for all scheduling for the Nursing Services division of the hospital (175+ employees)

Analysis of current staffing needs daily to ensure proper coverage for patients of a Forensic Psychiatric Hospital Responsible for overseeing implementation of a new timekeeping/scheduling software that was being piloted for the entire DBHDD hospital system across the State of Georgia from this facility.

Responsible for training new employees in how to use the system and ensuring proper functionality.

Long Term Substitute Teacher

2014 - 2017 E.S.C

Maintained discipline and classroom control, fostering a safe and positive learning environment.

Followed existing lesson plans to provide consistent instruction to assigned students.

Provided classroom teacher with written feedback on results of lessons and student behavior issues.

Demonstrated familiarity with multiple subject areas, developing competency across curriculum.

Assessed accomplishments of students to provide progress reports to parents and classroom teachers.

Refund Analyst

2013 - 2014 MEDDATA, INC

Verified accuracy of billing data and revised any errors.

Verified signatures and required information on checks.

Returned checks to customers or retrieved checks returned to customers in error, adjusting accounts and answering inquiries about errors as necessary.

Matched statements with batches of canceled checks by account numbers.

Workflow Analyst

2012 - 2013 MEDDATA, INC

Developed and implemented records management program for filing, protection and retrieval of records, complying with program.

Analyzed data gathered and developed solutions and alternative methods of proceeding.

Evaluated, recommended and approved changes of forms and reports.

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