GREGORY ROSS

**** ***** ** **

Albuquerque, NM **111

505-***-****

adv0j9@r.postjobfree.com

PROFESSIONAL SUMMARY

Energetic, hardworking, detailed-oriented operations manager with over 20+ years of management and experience in strengthening compliance, improving processes, and elevating output, quality, and customer satisfaction. Extensive knowledge of process optimizations and data analysis. Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Pursues the opportunity to go beyond basics, improve processes, and increase customer satisfaction. Seeking to obtain a position within a company that allows you to demonstrate leadership qualities, communication skills, and customer service, which in turn will lead to both company and personal growth. SKILLS

● Planning and strategy

● Daily operations supervision

● Staff evaluations and training

programs

● Scheduling and Coordinating

● Leadership and task/assignment

Delegation

● Team building expertise

● Process Management

● Hiring and motivations of staff

● Data Integration

● Managing budgets

● 5S/LEAN

● Customer Service

● Employee Development

● Budgeting

● Bookkeeping

● Inventory Management

● Reliable

● Safety processes and procedures

● Microsoft Office

● Safety Leader

● conducting research

● Developing training/education

WORK HISTORY

02/2000 to 11/2022

Operations Manager

Discount Tire Company – Albuquerque, New Mexico

● Responsible for management and leadership of 36 direct report employees in customer service call center including: auditing, onboarding, core training, mentoring, coaching, feedback, performance evaluations, developing appropriate action plans, and monitored performance.

● In charge of training senior assistants and assistant managers to delegate responsibilities.

● Created a positive work environment for all employees.

● Developed and mentored quality employees within the call center to take over leadership positions.

● Extensive experience interacting with suppliers, sponsors, and oversight.

● Proficient in gathering data, developing metrics, and translating findings into action plan reports.

● Successfully managing and controlling projects and associated budgets/schedules.

● Ability to successfully plan, organize, lead, and monitor team efforts to completion.

● Knowledge of organizations operations, and policies.

● Skilled in conducting research, developing alternatives solutions, and developing solutions for problems affecting facility operations and administration in creative ways for complex problems.

● Understood corporate procedures and processes and ensured staff compliance.

● Proven organizational skills including time management.

● Exceptional customer service skills and provide clear concise support. Worked professionally with all types of personnel will interpersonal, written, and verbal communications.

● Experience with the development of detailed plans to manage processes, scope, quality, efficiency, risk to deliverables, communications, and professional responsibility. Senior Assistant Manager 2002-2012

● Coached and mentored all store employees on company processes and procedures.

● Safety coordinator, training of all store personnel on safety processes and procedures.

● Familiar with different styles of process improvement strategies such as Speed of Trust

(Franklin Covey) and 5s.

● Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.

● Excellent customer service, organizational skills, and the ability to interact with all levels of personnel both inside and outside the company.

● Strong problem-solving skills.

● Project management experience, and an attention to detail. Assistant Manager 2000-2002

● Trained service technicians on the following of all safety procedures.

● Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

● Conducted front and back-room sales.

● Extensive customer service interaction.

● Proficient in ordering and tracking of products for customers.

● Overseeing and managing the back-room workflow and procedures. EDUCATION

High School Diploma

Satellite Senior High School - Satellite Beach, FL Discount Tire University

Genesis, POS System, Microsoft 360, Kronos

Boy Scouts

Volunteered

Eldorado High School

Unsupervised Volunteer

Marching Band, & Color-guard

YAFL

Volunteer Football Coach

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