Director of Operations

Crystal Cooper

Director of Operations

Atlanta, GA 470-***-**** **************@*****.*** Linkedln PROFESSIONAL SUMMARY

Visionary Director of Operations with a stellar reputation for transforming underperforming processes into streamlined, high-efficiency systems. A relentless innovator and strategic leader, recognized for spearheading initiatives and accelerating project delivery timelines to deliver measurable business outcomes. Renowned for fostering high-performance cultures, mentoring teams to exceed KPIs, and driving operational excellence through scalable solutions. Adept at aligning operations with business goals, leveraging automation, and executing complex projects precisely. A results-oriented problem solver passionate about turning challenges into opportunities that propel organizational success. SKILLS

● Strategic Planning

● Process Improvement

● Team Leadership

● Project Management

● Operations Oversight

● Cross-Functional

Collaboration

● Budget Management

● Business Analysis

● Contract Auditing

● Workflow Optimization

● Training and Development

● Performance Metrics Tracking

● Change Management

● System Implementation

● Business Process Automation

● Process Mapping

● Stakeholder Communication

● Scalable Systems Design

● Community Outreach

● Risk Mitigation

● CRM Integration

● Performance Management

● Inventory Management

● Learning Management System

● CRM Systems

● Agile Methodologies

● Ms. Office Suites

● Workday

● Excel

WORK EXPERIENCE

Project Coordinator Pivital Inc. 2023 - Present

● Develop comprehensive SOPs, auditing workflows and identifying procedural gaps in collaboration with department leads to establish standardized processes, reducing new hire ramp-up time and boosting team productivity.

● Design structured, adaptive training programs tailored to individual learning styles, leveraging LMS and collaboration tools for real-time support, increasing new hire performance metrics, and driving a high-performance culture.

● Conduct in-depth contract audits to identify and rectify billing discrepancies, using contract management tools to analyze and ensure compliance with agreed terms, recovering $75,000 in undercharged fees, driving profitability and client trust.

● Direct full project lifecycles for Salesforce solutions, applying Agile methodologies to assign tasks and coordinate cross-functional, improving on-time project completion rate, driving user adoption, and improving workflows.

● Spearhead the implementation of the POST technician sourcing system, analyzing operational needs to replace inefficient legacy tools and migrate data, reducing cost, saving $160K+ annually, and enhancing project timelines. Founder/Fractional Chief Operating Officer Cohesive Consulting 2019 - 2023

● Championed business strategies to automate workflows for small business owners, conducting operational audits to identify inefficiencies, consolidating tech stacks and restructuring roles, saving clients $150K+ annually, and stabilizing back-office systems.

● Created tailored onboarding programs, aligning cross-functional team goals and mentorship initiatives with organizational objectives to drive productivity, increasing team efficiency, and reducing project timelines.

● Streamlined client operations, integrating CRM and automation tools to reduce manual workloads and automate repetitive tasks, improving scheduling, reducing client work hours from 70+ to 20+ hours weekly, and boosting efficiency.

● Redesigned business workflows and implemented scalable systems to support client growth and operations stability, leveraging process mapping and documentation to create SOPs, improving back-office stability and reducing errors.

● Managed high-volume, concurrent projects, using project management frameworks to monitor scopes and align resources with business priorities and client expectations, improving project delivery timeline and stakeholder satisfaction. Operations Coordinator Tensar 2016 - 2019

● Orchestrated end-to-end project coordination for manufacturing initiatives, leveraging data-driven planning techniques to manage $1.5M budgets and optimize workflows, delivering projects on budget and schedule.

● Spearheaded the deployment of an inventory and scanning system, analyzing existing inefficiencies and introducing solutions to eliminate manual errors, increasing inventory accuracy, monthly reporting, and advancing team technical proficiency.

● Directed technician scheduling for service work orders, implementing a structured dispatch system to prioritize tasks and monitor deadlines to meet urgent service demands, improving service delivery timelines and customer satisfaction.

● Designed operational guides and training programs, identifying gaps in team knowledge and developing materials to align with operational practices and company goals, reducing new hire onboarding time and improving procedural adherence.

● Revitalized customer service operations, conducting root cause analysis to address merchandise shrinkage and train a team of 10+ associates on loss reduction practices, reducing shrinkage, driving profitability, and improving inventory control. Operations Manager Snider Fleet 2014 - 2016

● Executed project plans for employee programs and cross-departmental initiatives, implementing risk mitigation strategies in collaboration with HR and business leaders, reducing project delays and improving program success rates.

● Spearheaded the adoption of a project management app to streamline workflows and synchronize calendars across a 40-member team to address inefficiencies, boosting on-time project completion rates and reducing missed deadlines.

● Supervised a team of 40+ employees, conducting weekly reviews to address bottlenecks and leveraging real-time dashboards to track progress, ensuring project delivery on time and within budget.

● Standardized reporting protocols, conducting formal briefings, project updates, and comprehensive reporting to enhance decision-making across stakeholders, increasing stakeholder awareness and decision-making outcomes.

● Designed performance systems to track team success against KPIs, establishing performance benchmarks to provide coaching and foster accountability, improving team performance and earning accolades for operational leadership. VOLUNTEER EXPERIENCE

Volunteer-Mentor A Friends House (a group home for teenagers) 2024 - Present EDUCATION

Master of Business Administration (M.B.A.): Business Administration, Human Resources Strayer University Bachelor of Science: Business Administration, Administrative Management Clayton State University

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