Customer Service Operations Manager

Michelle Casteel

********@******.*** • (343-***-****

LinkedIn• Tampa, FL Zip Code?

Operations Manager

Skilled transformational, strategic business, and program leader with wealth of experience in optimizing business operations to achieve growth, cost reduction, and organizational excellence.

Stellar record of managing contract scope, sub-projects, and sub-suppliers from inception to completion. Known for designing and implementing innovative operational frameworks that boost productivity, improve quality, and enhance employee engagement. Proficient in creating reports to present business insights and emerging market trends with key performance indicators. Demonstrated background in developing high-performing cross-functional teams, negotiating multi-level contracts, and managing complex projects while balancing company objectives with client expectations. Proven ability to lead and motivate team members, drive successful project outcomes, and maintain strong relationships with clients and stakeholders. Highly skilled in identifying and achieving program requirements to drive process improvements, bottom-line gains, and competitive advantage. Technically proficient in Microsoft Suite, Sabre, Amadeus, Worldspan, and Tableau.

Areas of Expertise

Operations Management

Project Management

Budgeting & Forecasting

Strategic Planning & Execution

Financial Management

Stakeholder Engagement

Key Accounts Management

Supply Chain Management

Risk Assessment & Mitigation

Team Training & Leadership

Cross-functional Collaboration

Client Relationship Management

Professional Experience

Lowe's Home Improvement, Tampa, FL 2022 – Present

Operations Manager

Direct 117 associates to deliver top-tier customer service through motivation and coaching. Monitor daily E-commerce, Pro Contractors Desk, and store-wide operations while acting as operations manager. Produce comprehensive training and policy documentation and implemented best-in-class big-box retail procedures for industry excellence.

Boosted 18% year-to-date sales in crucial sectors by spearheading employee incentive program.

Exceeded company profit goals consistently by managing controllable expenses with precision.

Increased 8% in both sales and performance while establishing reporting system for PRO desk associates to identify areas for improvement.

Walmart, Tampa, FL 2016 – 2022

Store Lead

Mentored and directed management and hourly associates in customer service techniques, by modeling excellence and fostering customer-centric culture. Monitored financial performance by effectively managing budgeted sales, wages, and expenses to meet objectives. Contributed to community outreach programs and motivated team members to participate in community service.

Developed and executed multiple business growth plans through market research and internal review to optimize business strategies.

Fostered professional development of team members through strategic hiring initiatives, training programs, and one-on-one mentoring.

CWC American Express, Tampa, FL 2015 – 2016

Team Manager

Ensured exceptional customer experience by facilitating onboarding of new clients. Delivered hands-on support to team members and motivated to achieve KPIs on daily basis. Empowered team members through engagement and leadership techniques to provide ultimate customer experience.

Minimized risk and enhanced customer experience by adapting to changing airline rules, regulations, and current events.

Achieved service level agreements related to quality assurance and productivity expectations while meeting individual and contractual requirements.

PROVEST LLC, Tampa, FL 2007 – 2015

Process Manager

Facilitated efficient project execution by coordinating internal and external resources for seamless delivery. Ensured on-time, scope-compliant, and budget-aligned delivery of all projects. Developed project scope framework and defined objectives while balancing stakeholder expectations with technical feasibility constraints.

Implemented a comprehensive project tracking system to monitor progress and ensure project success.

Conducted risk assessments and implemented mitigation strategies to minimize project risks and potential losses.

Additional Experience

Business Lead of Operations, American Express, Tampa, FL

Education & Credentials

Webster Technical Associates of Arts

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