Customer Service Operations Manager
Resume:
Nichole Ellis
Rockdale, IL *****
**********@*****.***
Professional Summary
Exceptional financial acumen with a proven track record in money management. Consistently optimized operational budgets, resulting in significant cost savings without compromising quality or productivity. Implemented innovative financial strategies that increased profitability by 15% year-over- year. Developed and maintained robust financial controls, ensuring accurate reporting and compliance with corporate policies. Skilled in analyzing financial data to inform strategic decision-making, identify areas for improvement, and capitalize on growth opportunities. Successfully managed multi-million dollar budgets, allocating resources efficiently to maximize return on investment. Demonstrated ability to balance short-term financial goals with long-term strategic objectives, contributing to sustainable business growth."
Work Experience
Store Manager
Rent-A-Center-Joliet, IL
March 2011 to Present
1. Supervise employees of the entire location or specific operational functions 2. Ensure clean vehicles, a full ready line with proper car mix, and sound specialty car management 3. Supervise the rental/return process; minimize wait time and promote fast, friendly service 4. Proactively seek process improvement to ensure high-quality customer service 5. Resolve customer issues and disputes on a timely basis 6. Manage overall location operations in the absence of and request of the General Manager 7. Perform customer service duties on an as-needed basis in the case of a complex transaction, during busy periods, and for training purposes
8. Conduct and participate in the recruitment, interviewing, and hiring of location employees 9. Evaluate customer service performance of employees, prepare effective reviews, and participate in the review process
10. Maintain a regular and reliable level of attendance and punctuality 11. Perform miscellaneous job-related duties as assigned Operations Manager
Acceptance Now-Joliet, IL
March 2011 to Present
Operations Manager:
Strategic Planning and Execution:
Develop and implement operational strategies aligned with company goals Set and monitor performance metrics to ensure operational efficiency Team Leadership:
Manage, mentor, and evaluate staff performance
Recruit, train, and develop team members
Foster a positive work environment and high employee engagement Financial Management:
Oversee operational budgets and control expenses
Analyze financial data to improve profitability
Implement cost-saving measures without compromising quality Process Optimization:
Continuously review and improve operational processes Implement new technologies or systems to enhance productivity Quality Control:
Ensure all operations meet quality standards
Develop and enforce operational policies and procedures Customer Satisfaction:
Monitor and improve customer service levels
Address and resolve customer complaints or issues
Vendor Management:
Negotiate contracts with suppliers and service providers Manage vendor relationships to ensure optimal performance Compliance and Safety:
Ensure compliance with relevant laws and regulations Implement and maintain safety protocols
Reporting and Communication:
Prepare regular reports on operational performance Communicate effectively with upper management and other departments Project Management:
Oversee the planning and execution of operational projects Manage resources and timelines to ensure project success Store Manager
Blockbuster
January 2006 to September 2011
1. As the store manager I am responsible for taking care of equipment, ordering movies, and games. I make sure that customers are notified with up-to-date movies and deals. Leading and managing all operations for the day. Taking care of daily transactions 2. Conducted selection interviews and successfully on boarded new employees with less than 3% turnover.
• Conducted hiring and training procedures.
• Assured that on the job training was thorough and effective.
• Conducted performance reviews.
• Participates in career development issues.
• Preparation of employee paperwork and subsequent filing.
• Investigates and resolves day-to-day employee relations problems.
• Prepare separation paperwork and
Education
High school diploma
Joliet High School-Joliet, IL
August 1994 to May 1998
Skills
• Communication skills (10+ years)
• Microsoft Excel
• English
• Organizational skills
• Interviewing
• Computer literacy
• Telemarketing
• Recruiting
• Bookkeeping
• Microsoft Project
• Production planning
• Assistant Manager Experience
• Restaurant experience
• Quality management
• Microsoft Word
• Customer service
• Basic math (10+ years)
• Pricing
• Microsoft Office
• Computer skills
• Analysis skills
• Restaurant management
• Cash Handling
• Warehouse management
• Management
• Profit & Loss
• Direct sales
• Loan document verification
• Sales Management
• Office management
• Administrative experience
• Microsoft Powerpoint
• Corrections facility medical clinic
• Time management
• Financial services
• Sales
• Manufacturing
• Budgeting
• Leadership
• Employee relations
• Outside sales
• HRIS
• Accounts payable
• Operations Management
• Loss Prevention
• Casual dining experience
• Microsoft Outlook
• Collection management
• Product presentation
• B2C
• Employment & labor law
• Payroll
• Cash (financial collateral)
• Store Management Experience
• Training & Development
• Financial Management
• Culinary experience
• Hardscape
• Account management
• Human Resources
Certifications and Licenses
Fundamental Payroll Certification
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