Operations Manager Customer Service
Resume:
Mike Alman
*****.*****@*******.***
Spartanburg, SC 29302
Summary
Results-driven Operations Manager with a proven track record in forging strategic alliances with internal and external stakeholders. Skilled at aligning operational strategies with key business initiatives to enhance productivity and efficiency. Demonstrates exceptional expertise in team leadership, conflict resolution, and problem-solving, consistently contributing to organizational goals. Seeking to leverage extensive experience to drive growth and innovation within a dynamic business environment.
Skills
●Strategic Decision-Making
●Cross-Functional Communication
●Team Leadership & Development
●Project Management
●Performance Analytics & Reporting
●Operations Management
●Process Optimization
●Stakeholder Management
Professional Experience
Reebok - Senior Manager, Wholesale Operations
Spartanburg, SC
March 2020 - January 2025
●Direct specialists overseeing the sales order management process and customer service operations
●Lead compliance initiatives through strategic coordination with key accounts and stakeholders
●Orchestrate cross-functional collaboration among Sales, Distribution, Supply Chain, and IT departments
●Successfully managed the transition of Reebok wholesale operations from adidas to SPARC Group, including system integration and process optimization
Adidas - Account Operations Manager
Spartanburg, SC
September 2016 - March 2020
●Developed and maintained strategic relationships with team members and customers to enhance service delivery
●Implemented comprehensive training programs for new representatives, focusing on quality and performance
●Managed day-to-day operations through effective delegation and team supervision
●Strengthened support infrastructure through close collaboration with sales leadership
●Conducted proactive analysis of customer data to identify and resolve operational challenges
Adidas - Account Lead & Onboarding Specialist
Spartanburg, SC
February 2014 - September 2016
●Established and implemented best practices for customer relationship management
●Led the training and management of the dedicated Amazon account team
●Performed regular operational and sales data analysis to drive business decisions
●Developed comprehensive Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) through cross-functional collaboration
Adidas - Regional Account Operations Representative
Spartanburg, SC
June 2008 - February 2014
●Managed daily order processing operations and customer service delivery
●Enhanced communication processes between sales and supply chain departments
●Built and maintained strong partnerships with key accounts and sales teams
●Generated and analyzed customer service metrics for executive review
Titan Financial Services Inc. - District Operations Manager
Greenville, SC
September 2005 - June 2008
●Established and monitored KPIs to measure operational performance
●Led the implementation of new programs and process improvements
●Optimized operations to meet current and future business requirements
●Developed and implemented departmental performance objectives with measurable targets
Certifications
●Fit to Lead
●Project Management (Agile)
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