Operations Manager, Customer Service (US REMOTE)

Elaine L. Alcedo

Home Phone 661-***-**** Email: ************@*********.***

Objective To seek a challenging and rewarding position that would best utilize my outstanding skills,

education, and experiences with the possibility of growth and advancement.

Qualification - Results-oriented Manager, Excellent Management skills experience

- Able to multi-task, performing ad-hoc administrative duties

- Very positive attitude works well under pressure, very professional, and a great ‘team player

- Strong work ethic, provides excellent customer service

- Computer literate in Word, PowerPoint, Outlook

Professional Experience

4/2022 – 2/2023 Call Center-Operations Supervisor (Remote), Maximus CA UI, Los Angeles, CA

Supervise the work of case management staff; ensure adherence to quality standards, deadlines, and

proper procedures, correcting errors or problems needed. Review staff work, and ensure requirements are met. Evaluate front-line staff performance and recommend appropriate action including disciplinary action in partnership with Project leadership and HR. Escalate employee concerns, issues, complaints, and patterns of behavior to Project Leadership and HR. Ensure project compliance with all operational requirements of the contract as well as policies.

2/2022 – 4/2022 Fact-Finding Agent (Remote), Corestaff/Maximus, Los Angeles, CA

With Critical Thinking, analyze, assess, and evaluate Unemployment Insurance claims information to determine the cause of the outstanding issue. Detail-oriented and Professional communication, customer service to claimants and employers. Executed daily data-entry responsibilities and meet deadlines.

1/2019 – 2/2022 Behavior Technician, Autism Learning Partners, Valencia, CA

Implement and conduct ABA Treatments to clients at home or school, doing 1:1 Sessions. Collect, review, summarize and communicate data and progress with the Program Supervisor.

4/2007 – 11/2014 Server, Coco’s Bakery Restaurant, Stevenson Ranch, CA

Casual Dining Restaurant with excellence in customer service, and an increase of check average

5/2005 – 3/2007 Catering Manager/Co-Owner Indie Coffee & Tea LLC, North Hollywood, CA

● Exemplary Accomplishments

-Help build up sales by promoting catering to local business owners like Disney Company, El Portal, Weller Grossman Productions, etc.

12/2001 – 12/2004 General Manager/Trainer, Coffee Bean & Tea Leaf, Sta. Monica, CA

Responsible and accountable for the overall operating efficiency of the restaurant.

Indirectly responsible for the management of quality service and hospitality and maximizing sales and profit. In addition, assures company standards in sanitation are being met and has good employee relations at all times.

● Exemplary Accomplishments

-Over exceeded targeted annual budget and previous years’ numbers.

-Won 2002 and 2003 Highest Merchandise Sales in the District.

-Awarded 2003 Highest Food Sales in the whole company.

-Triple Shot Award (Greatest Honor for GM) 4th Quarter 2002; 1st, 2nd, 3rd, 4th Quarter 2003

-National Media customer compliment at E-News! – Newscaster, Juliana Depandi

2/2001 – 12/2001 General Manager/Trainer, Coco’s Bakery Restaurant, Arcadia, CA (Las Tunas)

● Exemplary Accomplishments

-Won 2nd Quarter “Whatever It Takes” customer service contest within the division and was awarded $1000.00 cash.

-Raised @ $1800 in fundraising for the MAKE A WISH foundation.

-Developed marketing strategies within the community through local store marketing with Longley Way Elementary School and St. Luke’s Catholic Church which resulted in the increase of ‘pie sales’ in the 2nd and 3rd quarters.

Elaine L. Alcedo

Home Phone 661-***-**** Email: ************@*********.***

1/1996 – 2/2001 Assistant Manager/Associate Manager, Coco’s Bakery Restaurant, Arcadia, CA

● Exemplary Accomplishments

-Help train new managers in the district. Second on hand in assisting the Executive Training Manager with the overall efficiency of the restaurant (Arcadia store on Colorado Street).

-Rank #1 in Pie Sales, 1999 Thanksgiving promo in the district (Baldwin Ave).

-Outstanding customer service award, 1999 Mystery Shopper, in the district (Baldwin Ave).

Education Bachelor of Arts Degree Psychology – California State University, Northridge, December 2017

Associate of Arts Degree Psychology – College of the Canyons, Valencia, CA June 2012

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