Operations Manager Customer Service

Stacey Davis

Operations Manager

****************@*******.*** • 832-***-****

www.linkedin.com/in/sdavis523 • Houston, TX 77379

Transforming business operations for efficiency, cost reduction, and business growth/expansion.

Qualifications Summary

Visionary management analyst and leader with more than 20 years of inspiring and guiding teams in the provision of exceptional operations, financial management, business growth, and the delivery of best-in-class customer service.

Proven track record of implementing process improvements for better workflow and cost reduction.

Talent for forging and fostering internal and external stakeholder relationships.

Skilled at supervising QA activities and complying with regulations and standards.

Ability to work on-site or remotely to partner with operations and client services on development and execution of strategic plans for account growth, process improvement, business growth, and customer satisfaction.

Proficient at monitoring performance metrics, troubleshooting problem areas, and recommending corrective/preventative action plans.

Able to motivate and mobilize cross-functional teams for optimal engagement and performance.

Career Experience

Kaeser Compressors, Inc., Houston, TX 2017 – Present

Branch Operations Manager

Lead 22 employees in daily operations. Manage and monitor credit, purchasing, and collections procedures for the Houston Branch. Support the development and execution of processes and procedures and comprehensive training to positively impact the performance of the Service Team. Collaborate with Branch Manager and Personnel Manager to recruit, hire, and train all Houston Branch employees.

Introduced inventory processes for warehouse and service teams, resulting in an inventory variance reduction from 4% to 0% for a total inventory value of $113K.

Launched quality system management for Houston Branch and decreased overall customer aging from $1M to $10K at 60+ days past due.

Forge and foster strategic business relationships with cross-functional teams to achieve/exceed organizational goals.

Assisted Houston Branch staff in learning and following all applicable procedures and work instructions related to the company's quality and environmental system.

Comcast, St. Paul MN/Houston, TX 2000 – 2016

Business Operations Manager (2014 – 2016)

Drove results for daily operations, leading a team of four analysts, six business operations representatives, and one collections analyst. Developed and fostered strategic business relationships with cross-functional teams and mentored team members for career advancement to leadership roles. Analyzed data and information and delivered forecasts to senior leadership for better, more informed decision-making.

Developed and executed process improvements to increase productivity by 25%.

Conducted gap analysis on business partner processes to recapture $500K in annual revenue.

Analyzed tax documents and uncovered an overpayment, leading to $2.5M in annual tax savings.

Processed accruals for cross-functional departments, reviewed and coded accounts payable transactions to the general ledger, and reviewed and analyzed forecasts to recommend appropriate changes.

Business Operations Finance Supervisor (2011 – 2014)

Identified opportunities for an executed process improvements and new procedures for Business Operations Team. Managed receptionist desk operations, including scheduling to ensure optimal staffing.

Coached and mentored team members for career growth and Increased employee satisfaction ratings by 50%.

Developed and launched a vendor self-biller system, resulting in expense reduction and a 30% increase in productivity.

Additional Experience with Comcast as Business Operations Finance Lead ( 2008 – 2011), Collections Representative / Business Operations Support Representative (2002 – 2008), and Customer Service Representative (2000 – 2002).

Education

High School Diploma

Tartan High School, Oakdale, MN

Contact this candidate