Customer Service Data Center

SANTRELLE MORTON

Fairburn, GA ***** 678-***-**** **********@*****.***

Highly skilled and results-driven Operational Manager with over 15 years of experience leading efficient business operations across various industries. Expertise in streamlining processes, optimizing resource allocation, and driving operational excellence to achieve strategic goals. Proven track record of managing cross-functional teams, implementing cost-effective solutions, and ensuring compliance with industry regulations. Strong leadership, problem-solving, and decision-making abilities, combined with exceptional communication skills, enabling successful collaboration with stakeholders at all levels. Committed to fostering a culture of continuous improvement and delivering measurable improvements in productivity, quality, and profitability.

• Team Leadership • Operations Management

• Customer Service • Employee relations and conflict resolution

• Inventory Management • Policies and procedures implementation

• Staff Development • Performance monitoring

• MS Office • Customer Relationship Management

• Strategic Planning • Data Center Operations

• Network Troubleshooting • Computer hardware troubleshooting

• Network support • Maintenance and repairs

• IT support

Operations Manager, 10/2008 - Current

HMSHost Atlanta Airport – Atlanta, GA

• Supervised operations staff and kept employees compliant with company policies and procedures. Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

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PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

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Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

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• Led hiring, onboarding and training of new hires to fulfill business requirements.

• Developed and maintained relationships with external vendors and suppliers. Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

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Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

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• Analyzed and reported on key performance metrics to senior management.

• Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.

• Facilitated smooth collaboration between departments through clear communication channels.

• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.

• Identified and resolved unauthorized, unsafe, or ineffective practices. Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.

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• Developed and implemented strategies to maximize customer satisfaction.

• Developed strong relationships with vendors, resulting in better pricing and improved service quality. Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.

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Data Center Technician, 10/2014 - 05/2018

Toys"R"Us – Atlanta, GA

• Moved and installed shelves, power strips, rails, servers, switches and other equipment.

• Installed and managed structured cabling infrastructure. Collaborated with team members to improve overall service delivery, resulting in increased client satisfaction ratings.

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• Accepted tasks and documented status using ticketing system, time reports and email. Streamlined processes for hardware installation, saving time and reducing potential errors during deployment.

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• Identified and reported problem devices and replaced defective parts. Optimized data center performance through regular equipment audits and updates, ensuring optimal functionality.

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EDUCATION

Bachelor of Science: Business Management, 05/2008

Herzing University - Atlanta, GA

High School Diploma: 05/2004

D.M. Therrell High - Atlanta,Ga

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