Operations Manager Customer Service

*** ** ***** **, ********* TN*****

PHONE 706-***-**** • E-MAIL *************@*****.***

MELISSA D. MORRISON

OBJECTIVE:

I am a passionate person looking for a position in which I can use the skills and knowledge that I have in community service, program planning, and volunteer coordinating to help provide people in my community with a path to a better life for themselves and their community.

EMPLOYMENT:

May 2016 IDEMIA --- Current

oOperations Manager 2024-Current

oCustomer Service Supervisor 2023-2024

oPartner Support 2021-2023

oEnrollment Agent 2015-2021

Responsibilities as Operations Manager

oI was responsible for ensuring compliance with program requirements while maintaining performance standards. This included conducting regular reporting audits and developing proactive mitigation strategies to address potential issues and reading/interpreting data that dictated the operational availability and utilization of appointments in centers to develop necessary remediation for those sites not meeting contractual requirements

oI collaborated closely with local support groups, including Partner Support (PSG) and the Program Management Teams (PMO), to strengthen partnerships and enhance operational efficiency as well as ensuring that all attempts to salvage deteriorating partnerships have been made.

oI oversaw the management of corporate enrollment centers, ensuring they operate smoothly, ensuring customer service standards, makin g schedules and managing employees. In these centers and partner sites, I ensured that they aligned with program expectations as well as reviewed error reports and gave coaching/ feedback on how to improve the quality of service they are providing. I ensured that all complaints reported for corporate centers were resolved.

oI was responsible for assessing the impact of all rate increase requests submitted. My recommendations are based on historical data, performance metrics, and guidance on maximum rates. I analyzed each request and provided approval or denial* based on these factors.

oI monitored and identified locations where enrollment centers are missing, either due to closures or other unexpected factors, and assess the impact on program compliance. Once deficiencies are identified, I am responsible for working to bring the program back into compliance with the contractual requirements.

oI provided hands-on technical and troubleshooting support with equipment to partner sites and corporate sites.

Previous employment prior-

Americorp VISTA – Program coordinator

Special Needs Paraprofessional

Customer service Rep with Windstream

EDUCATION:

Dalton State College 12/2005

Associates in Elementary Education and Communications

REFERENCES:

David Seifert 615-***-**** Greg Lee 423-***-****

Shell Croft 706-***-****

OTHER SKILLS AND VOLUNTEER EXPERIENCE

Through my previous positions and volunteer activities I have become proficient in Quicken by QuickBooks, Microsoft Word, Excel, Outlook and Power Point. I am familiar with Adobe. I have become efficient with creating, following and maintaining budgets. I am familiar and able to work most social media such as Facebook, Linked In and creating and maintaining simple websites.

As an AmeriCorps VISTA, I was responsible for creating and executing reading programs for children and families in the Greater Dalton area. I gained experience with grant writing, donation requests, and collaborating with other non-profit organizations and businesses.

I was a volunteer Scout leader with my sons’ Cub Scout Pack and Boy Scout Troop. I have held several positions throughout the Scouting organization. I was a District and Council volunteer with the BSA in Chattanooga. I planned and ran summer camps and area activities for Cub Scouts/Boy Scouts. I budgeted for events and make sure they all meet BSA quality and safety standards.

Through the BSA I have had extensive trainings. I have completed Trainers Edge, Woodbadge, Youth Protection, Whitewater, Swim Safely, Safety Afloat, Youth Leadership, and positional required trainings on line. I have attended National Camp School for Cub Scout Day Camp and Boy Scout Summer camp. I teach and attend the yearly University of Scouting provided by the Cherokee Area Council BSA.

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