Field Operations Customer Service

***** ******** ***, ****** *****, US, ***** •

*****************@*****.*** • 323-***-****

ANGELA SHAW

Director of Field Operations

PROFESSIONAL SUMMARY

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. EMPLOYMENT HISTORY

DIRECTOR OF FIELD OPERATIONS Jul 2024 - Present

Communication Service for the Deaf Los Angeles, CA

• Implemented innovative solutions to overcome challenges faced in field operations management.

• Oversaw complex projects from inception to completion, meeting deadlines while maintaining high-quality standards.

• Fostered strong relationships with clients and vendors through effective communication and negotiation skills.

• Developed a successful field operations strategy, aligning business objectives and targets with daily activities. FIELD OPERATIONS MANAGER Nov 2007 - Jun 2024

California Communications Access Foundation Glendale, CA

• Coordinate vendors, attendees and facilities for community events.

• Implemented and maintained high standards of performance in all areas.

• Monitored team performance to assess training requirements and areas in need of improvement.

• Managed $1000000 yearly budget covering Southern California.

• Oversee work of 30 personnel, including 3 supervisors who report directly to me.

• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Reduced operational risks while organizing data to forecast performance trends. FIELD OPERATIONS SUPERVISOR Oct 2005 - Nov 2007

California Communications Access Foundation Glendale, CA

• Set and managed schedules to give proper coverage to required areas and meet customer service demands.

• Planned and oversaw team operations in Southern California.

• Conducted scheduled and impromptu evaluations to assess work performance.

• Oversaw work of 8 personnel.

• Oversaw daily operations at site, keeping team production moving at optimal pace.

• Investigated and reported on accidents, injuries and near-miss incidents.

• Trained workers in proper methods, equipment operation and safety procedures. OUTREACH SPECIALIST Nov 2002 - Oct 2005

California Communications Access Foundation Glendale, CA

• Offered personalized support to individuals needing telecommunications support for the disabled, helping connect individuals with available resources.

• Maintained positive relationships with community based organizations.

• Delivered presentations to interested groups and answered wide-ranging questions about available offerings.

• Increased brand awareness and boosted public perception of organization through proactive outreach and network development with key stakeholders.

• Increased referrals by calling on target groups, organizations and professionals.

• Built and maintained contact and referrals database for leads across Southern California territory. EDUCATION

BACHELOR OF ARTS IN POLITICAL SCIENCE

Bowling Green State University Bowling Green, Ohio SKILLS

Team building, Leadership, Customer relations, Decision-making, Problem-solving, Project management, Budget management, Performance monitoring, Training, Vendor management, Risk management, Data analysis, Scheduling, Safety procedures, Outreach, Presentation skills, Strategic planning, Conflict resolution, Change management, Process optimization, Negotiation, Case Management, Counseling, Youth Service, Managing Multiple Facilities. ADDITIONAL INFORMATION

CAREER PROGRESSION

• Started as a cashier at CompUSA, promoted to front end manager and then corporate account manager

• Worked in juvenile justice and youth mental health, including starting an after-school program with Americorp

• Served as an investigative probation officer and behavioral specialist for youth with severe behavioral challenges

• 23-year career with CCAF, progressing from outreach specialist to supervisor to regional manager

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