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Customer Service Operations Manager

Location:
Bethesda, MD
Posted:
March 22, 2023

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Resume:

Lonnie Johnson

College Park, MD *****

adv2v6@r.postjobfree.com

+1-240-***-****

Work Experience

Regional Senior Project Director

Envision Now - Fredricksburg, Va/Bethesda

January 2021 to Present

• Build, maintain and leverage cross functional relationships amongst various departments throughout the federal government and private sector companies.

• Manage multiple teams and monitor inventory, storage and deliverables.

• Collaborate with teams and managers to implement solutions.

• Evaluate employee performance and prepare performance appraisals

• Assist in balancing books, tracking, monitoring and projecting a unit’s budget needs; develop unit policies and procedures

• Review specifications of materials loaded or unloaded against information contained in work orders

• Recommend and initiate personnel actions such as, promotions, transfers and disciplinary measures

• Identify all staffing levels, hiring, developing and training a team of employees to deliver superior service and to perform daily job functions

• Inform designated employees or departments of items loaded and problems encounter

• Communicate effectively with leadership and teams to resolve any issues, complaints and formal grievances

• Plan and implement project plans for NIH main campus and satellite facilities

• Lead project lifecycle management through close-out, including tracking and executing modifications, renewals, expirations, and other post-execution deliverables, ensuring compliance with project terms.

• Collect and report on project-related metrics and other data points.

• Support compliance initiatives by ensuring appropriate contractual terms are

• Assist in conducting vendor and customer due diligence and advising on vendor evaluation, selection, and management.

• Prepare presentations, and draft and revise letters.

• Maintain correspondence and documentation related to projects.

• Lead or manage additional organizational, administrative, and special projects

• Problem-solve project and contract-related issues to resolve proactively, as needed. Provisional Field Director

PREMIER FINANCIAL ALLIANCE - Rockville, MD

January 2016 to July 2022

Developed innovative strategies to effectively train company agents

Led and trained new agents on company processes and standard marketing procedures

Collaborated with special event development team on training and recruiting events nationwide

Maintained a working knowledge of new technologies which develops recommendations and improve operations accordingly

Cultivated productive relationships with potential business partners

Prepared correspondence in accordance with company guidelines Regional Relocation Project Director

WAYFORTH - Fulton, MD

November 2020 to April 2022

• Build, maintain and leverage cross functional relationships amongst various departments

• Manage and direct 10+ projects on a daily basis

• Collaborate with movers and managers to solve work-related problems

• Evaluate employee performance and prepare performance appraisals

• Assist in balancing books, tracking, monitoring and projecting a unit’s budget needs; develop unit policies and procedures

• Review specifications of materials loaded or unloaded against information contained in work orders

• Recommend and initiate personnel actions such as, promotions, transfers and disciplinary measures

• Identify all staffing levels, hiring, developing and training a team of employees to deliver superior service and to perform daily job functions

• Inform designated employees or departments of items loaded and problems encounter

• Communicate effectively with leadership and teams to resolve any issues, complaints and formal grievances

• Plan work schedules and assign duties to maintain adequate staffing levels to ensure that tasks are performed effectively and to respond to fluctuating workloads

• Inspect equipment for wear and conformance to specifications

• Counsel employees in work-related activities, personal growth and career development Operations Manager

COLEMAN ALLIED WORLDWIDE MOVING - Jessup, MD

July 2017 to November 2020

Supervised completion of financial paperwork and tracking reports

Managed day-to-day long-term and tactical strategic tasks within the company

Identified inefficiencies and implemented best practices for process improvements

Ensured all jobs were covered, issues are handled properly, and decisions were made to increase profitability and revenue of the company

Effectively communicated with Planners in order to plan driver routes

Oversaw inventory, schedules repairs for damaged machinery and ordered new equipment

Ensured DOT and DOD regulations were implemented when completing tasks

Maximized driver time and efficiency by revamping workloads and delivery schedules

Implemented best practices aimed to enhance delivery

Enhanced company efficiency through process improvements and upgrades such as, quality program and customer satisfaction

Operations Manager

SUBURBAN SOLUTIONS - Kensington, MD

September 2014 to December 2016

Dispatched crews for each job for daily tasks and ensure workload is at its maximum

Collaborated with staff to facilitate day-to-day operations to ensure all departments are organized, efficient and effective for achievement

Ensured that all jobs are covered, issues are handled properly and decisions are made to increase profitability and revenue of the company

Utilized critical and analytically thinking skills to accomplish daily tasks

Approved repair and travel expenses for drivers

Hired and fired drivers per managements request

Optimized procedures to reduce costs and monitor employee productivity

Maintained logs for local equipment and trucks; Audited fuel logs on a weekly basis Regional Office Manager

HDG - New Carrollton, MD

March 2007 to October 2014

Maintained employee’s files, created discipline documents and various HR related tasks

Performed site visits for Quality Control at least 4x/week

Ensured timely departure of crew with necessary BOL

Prepared and review operational reports and schedules to ensure efficiency and accuracy

Defined and established delegation of duties and workflow processes

Performed financial audits to fully account for company’s profits

Managed benefits, payroll and tax liabilities for company’s employee’s

Effectively communicated and built a rapport with customers, partners and executive leaders

Successfully coordinated execution of multiple assignments and upgrades to enhance company practices

Managed daily incoming actionable mail to be processed and accounts payable paid

Ensured daily invoices are complete and accurate

Reviewed and processed internal metrics and reports

Responsible for handling on-site HR responsibilities for the DC and NY regions Education

CERTIFICATION in Project Management

SHAW ACADEMY

March 2020 to October 2020

B.B.A. in RISK MANAGEMENT/HUMAN RESOURCES

TEMPLE UNIVERSITY - Philadelphia, PA

Skills

• Microsoft Office Suite

• Program Development

• Risk Management

• Project Planning

• SAP

• Inventory Control

• Forklift

• Warehouse Management

• Recruiting

• Human resources

• Management

• Logistics

• Leadership

• Accounting

• Purchasing

• Project management

• Accounts payable

• Microsoft Excel

• Administrative experience

• Warehouse distribution

• Office manager experience

• Commercial driving

• Supervising experience

• Bookkeeping

• SharePoint

• Strategic Planning

• Process Improvement

• Employee Evaluation

• Payroll

• Team Management

• Interviewing

• Research

• Insurance sales

• Profit & loss

• Budgeting

• Financial planning

• Analysis skills

• Operations Management

• Forecasting

• Employee Orientation

• Computer Networking

• Merchandising

• Oracle

• Business Analysis

• Supply Chain

• Google Suite

• Google Docs

• SDLC

• Continuous integration

• AWS

• Web Services

• User Interface (UI)

Certifications and Licenses

Certified Project Manager

Assessments

Management & leadership skills: Planning & execution — Expert July 2020

Planning and managing resources to accomplish organizational goals. Full results: Expert

Customer service manager — Highly Proficient

September 2020

Managing customer service representatives and resolving customer issues Full results: Highly Proficient

Work style: Conscientiousness — Highly Proficient

July 2020

Tendency to be well-organized, rule-abiding, and hard-working Full results: Highly Proficient

Project timeline management — Expert

December 2022

Prioritizing and allocating time to effectively achieve project deliverables Full results: Expert

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.



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