Operations Manager Business

*

CHRISTIAN MCSPADDEN

******************@*****.*** 678-***-**** Atlanta Metro Area Preference: Onsite, Open to Hybrid/ Remote BUSINESS OPERATIONS MANAGER

Experienced Business Operations Manager with over 10 years in healthcare, retail, and customer service. Skilled in process optimization, KPI management, and ERP systems. Expertise in cross-functional collaboration, employee training, and operational efficiency. Dedicated to using business insights and management skills for organizational success. Areas of expertise include: WORK EXPERIENCES

Support Services Manager, LabCorp

Research Triangle Park, NC September 2018 – Present Manages the department to coordinate workflow in all functions of Specimen Control, Documents and Records. Tracks KPI’s to ensure business success and adjusts the flow of the business when needed. Execute the onboarding vision, underscore the organization's commitment to new employees, and drive new hire productivity and engagement. Key Contributions:

• Build, implement, and manage Standard Operating Procedures (SOP’s) to streamline processes, maintain organization across teams using ERP tools including SAP for workflow automation, and real-time data tracking.

• Lead order fulfillment process - Responsible for assigning log numbers for the documentation packages and putting them in the appropriate format.

• Handle all escalations within my department to enhance the customer experience by researching, following up with inquiries, and resolving problems.

• Assists with budgeting and departmental cost controls to support improved P&L performance.

• Led cross-training initiatives and staff onboarding, improving productivity by 20%.

• Proactive leader and performs administrative duties assigned for departments that are responsible for affidavit preparation for trouble samples (MFR), imaging non-dot chain of custody forms into the image system, final reporting of all results, records storage, summary reporting semiannually (DOT) and quarterly (Non-Dot), setting up re-test, bottle/aliquot send outs, want letters, misdirect specimens, coordinates 1100 mis-directs, editing samples, notify clients of inactive accounts, and monitor key accounts for jeopardy clients.

• Manage operations in specimen control, document processing, records management, using SAP and salesforce.

• Audits late samples and function as a certified notary public for preparation of legal documents. Grocery Manager, Harris Teeter

Raleigh, NC May 2017 - September 2018

Manage daily operations of grocery store to meet store goals. Provide direction and guidance to grocery staffs in their assigned job duties. Follow and enforce store policies, security measures and customer service standards. Lead by example with a client centric focus – provide excellent customer service for sales growth. Develop positive shopping experience and ensure customer satisfaction

Key Contributions:

• Delivered hands on coaching, performance reviews, and scheduling aligned with operational goals.

• Conducted inventory analysis and labor reporting to meet and exceed P&L targets.

• Directed daily grocery operations and team of 20+ employees focused on efficiency and customer satisfaction. Professional Athlete, Arena Football League

Dallas, TX August 2015 - August 2018

• Team captain and mentor; demonstrated leadership, discipline, and performance under pressure. Operations/ Logistics Management &

Cross Functional Collaboration

KPI Analysis & Vendor/ Inventory

Management

Team Building & Leadership

Training

Process Improvement (SOP) & Lean

Principles

Inventory Management & Quality Control Employee Onboarding & Training 2

CHRISTIAN MCSPADDEN

******************@*****.*** 678-***-**** Atlanta Metro Area Preference: Onsite, Open to Hybrid/ Remote Customer Care Team Supervisor, Xerox

Arlington, TX May 2015 - May 2017

Manages Call Center Operations at Xerox and lead team of Customer Service support. Third party liaison between Operations and Union Bank of California. Ability to adapt to various systems and navigate through multiple computer applications with speed and accuracy. Lead with a client-centric focus when handling customer concerns and supporting team members. Key Contributions:

• Supervised a 15-person call center team, improving customer issue resolution by 30% through automation and training.

• Tracked service delivery cost, collaborated with finance to support accurate forecasting, and budget adherence.

• Maintained 95%+ service level agreement (SLA) compliance. Inventory & Credit Services Supervisor, Walmart/Sam’s Club Greensboro, NC March 2011 – August 2015

Manage the credit process to ensure accuracy. Strong team player that mentored and trained new hires and existing team members. Top performer in obtaining credit accounts and recommending new accounts to customers. Key Contributions:

• Managed the credit account processing, cash flow, and inventory operations across the district.

• Consistently exceeded sales targets and coached other store leaders on best practices.

• Implemented process improvements and ensured customer satisfaction, earning corporate recognition.

• Data driven with a strong focus to improve inefficiencies within the business. EDUCATION

Saint Augustine’s University, Raleigh, NC

Business Administration and Management, General, Attended 2009 -2011 Strayer University, Greensboro, NC

BBA In Business Administration, 2017

National Honors of Collegiate Scholars

Lexington Senior High School, Lexington, NC

Diploma, 2007

CERTIFICATIONS

• Certified Notary Public

• Certified Forklift Operator

SKILLS

Technical Skills

• Proficient in Microsoft Office

• SAP

• Salesforce

• ERP Systems

Operational Skills

• Team Leadership

• KPI Analysis

• Experienced in DOT/Non-DOT documentation compliance.

• Lean Principles

• P &L Management

• Inventory Control

• SOP development

• Imaging systems.

Contact this candidate