Operations Manager Customer Service

Steven Carter

Senior Management + Operations Professional

***************@*****.*** 216-***-**** Euclid, OH LinkedIn.com/in/steven-carter-20b22a155

Dynamic, forward-thinking senior management professional, with 10+ years of progressively responsible experience in the banking, restaurant, and retail industries. Demonstrated knowledge of service delivery methodologies designed to create positive outcomes for both clients and the company, resulting in stellar customer satisfaction ratings and supervisory feedback. Transformational leader, adept at organizing teams and collaborating effectively across functions. Recognized by colleagues for exceptional teamwork, customer relationship development, and critical thinking skills.

Signature Strengths:

Team leadership

Customer engagement

Relationship development

Creative problem solving

Written & oral communication

Process analysis

Turnover reduction

Public speaking

Project management

Professional Experience

Progressive Insurance – Mayfield Heights, OH (2020 – Present)

Subrogation Representative

Serves as lead representative for subrogation team, modeling best practices for investigating and resolving subrogation claims, coaching team members to successful outcomes, and supporting increases in overall team morale. Uses proprietary databases and other resources to capture claim statuses, and examines claims forms and other records, evaluates insurance policies, and determines subrogation eligibility. Thoroughly documents all investigation activity, reporting findings to management where required. Makes decisions on claims within delegated authority, in accordance with established company policies and procedures.

Key Accomplishments:

Maintains a 98% accuracy rating for correction of claims due to strong competency in thorough investigations, documentation, and liability decision-making.

Consistently completes 35-40 case files daily (producing above daily required volume), communicating with entities at all levels in order to successfully recover funds on behalf of company.

Increased collection volume from $290 million to $3.1 billion between 2020 – 2022.

Contemporary Services Corporation – Cleveland, OH (2012 – 2019)

Director of Operations

Led a high performing team of 300 direct and indirect reports in the planning and execution of events and other activities related to the management of business operations at Cleveland Browns Stadium. Reported directly to senior C-level management while personally managing the Sales, Operations, Finance, and Facilities Management teams. Oversaw contract negotiations, budgetary and staffing requests with clients, facilities, vendors, and market partners, fostering relationships to drive profitable market share growth. Collaborated with key internal and external stakeholders to fuel marketing and communications initiatives and performed hindsight analysis to support continuous improvement.

Key Accomplishments:

Increased bottom line sales from $300,000 to $2.1 million during (2014-2020).

Utilized talent development skills to recruit and retain highly qualified staff at all levels of the organization, resulting in a 50% increase in overall staff and 32% decrease in employee turnover during tenure.

Additional Relevant Experience:

General Manager – Olive Garden (2 years)

Mortgage Operations Manager – Home Savings and Loan (3 years)

Mortgage Operations Manager – JP Morgan Chase (5 years)

Education & Training

Bachelor of Science, Human Resources Management (Expected graduation, April 2023) – Southern New Hampshire University, Manchester, NH

Associate of Applied Science, Specialized Technology – Pennsylvania Culinary Institute, Pittsburgh, PA

Ordained Minister and Family/Marital Counselor, Ohio (1999 – Present)

Technical and Transferable Skills:

Microsoft Office, cash handling, payroll, event planning, marketing, team building, customer service, community relationship development, retail management, scheduling, merchandising, inventory, team training

Authorized to work in the US for any employer

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