Operations Manager Customer Service

Ericka Curry

Euless, Texas ***** 682-***-**** ***************@*****.***

OPERATIONS MANAGER

Accomplished Operations Manager with expertise in warehousing, retail, and call center operations. Proven ability to enhance operational effectiveness, develop strategic initiatives, and drive growth across diverse job segments. Skilled in fostering a culture of safety, productivity, and customer satisfaction while maintaining compliance with industry standards. Consistently exceeds profitability and service goals by leveraging strong analytical skills, team development, and excellent communication. Known for adapting quickly to changing business needs and fostering positive team dynamics in high-pressure environments.

AREAS OF EXPERTISE

Team Leadership Process Improvement Safety Compliance Budget Management Inventory Control

Vendor Management Staff Development Cross-Functional Collaboration Performance Management

Forecasting & Scheduling Conflict Resolution Customer Service Operations

PROFESSIONAL EXPERIENCE

Neiman Marcus, Dallas, Texas 2023 - Present

Operations Manager

Supported and managed inbound receiving supervisors and associates, ensuring organization and accountability while meeting department goals and building metrics.

•Built strong teams while improving procedures, metrics, and processes.

•Led and supervised a team of supervisors and associates.

•Developed and maintained a safe work environment.

•Mentored, trained, and developed high-performing supervisors.

•Drove continuous improvement in safety and performance.

•Leveraged reporting and spreadsheets to align with building metrics and strategy.

KGPco, Irving, Texas July 2021 - 2023

Operations Manager

Managed a group of managers in outbound, inbound, and inventory, fostering a positive culture while maintaining departmental productivity, customer service, and safety standards.

•Oversaw all warehouse facilities ensuring distribution activities including administrative, order picking, shipping, receiving, returned goods inventory, and quality control for timely delivery of customer orders.

•Created a safety and quality culture by ensuring warehouse area cleanliness adhered to OSHA and KGPco’s policies, and that employees completed training education and followed safety rules.

•Partnered with Procurement to ensure proper handling and disposition of inventory and returns, following inventory control processes for inventory accuracy.

•Effectively managed the Distribution Center budget, forecasting, and P&L of the operation.

•Proactively identified areas for improvement, built action plans, and sought opportunities to grow the business and increase customer satisfaction.

•Managed audit responsibilities including policies and procedures.

•Responded to customer inquiries and escalated when necessary.

KOHL’S E-Fulfillment, Desoto, Texas 2016 - 2021

Operations Manager

Supported retail operations by managing the day-to-day execution of merchandise processing through the distribution network.

•Managed the workflow of several departments in conjunction with individual department supervisors.

•Oversaw day-to-day operations of the warehouse, including returns, receiving, and transfer.

•Developed and maintained accuracy standards to ensure unit inventory integrity.

Ericka Curry ***************@*****.*** Page 2

•Aligned with business partners to resolve issues and ensure efficient service.

•Ensured dynamic staffing to meet company goals.

•Effectively managed staff to meet UPH and CPU goals.

•Ensured performance best practices by monitoring safety and accident incident reports to reduce lost time.

•Developed an effective staff through coaching and performance feedback.

•Planned company volunteer program events for the DFW site.

•Followed all laws and regulations established by OSHA.

•Forecasted, planned, and scheduled work taking into account manpower.

•Aligned with business speed, cost, and quality goals.

•Supported different departments and department heads to maintain daily goals.

•Maintained visuals on all departments to ensure daily plans were carried out.

Kohl’s Corporate, Richardson, Texas 2014 - 2016

Contact Center Supervisor

Managed the daily activities of associates and was responsible for creating a productive work environment and achieving performance measures outcomes for the respective team.

•Acted impartially to coordinate open and honest communication between associates and other areas/teams within the business.

•Handled customer inquiries and resolved issues that were escalated from associates and/or other coordinator teams.

•Managed shrink and adherence to schedule within budget guidelines.

•Made daily adjustments to team schedules as a result of volume demand and managed applicable key service goals by line of business.

•Managed direct reports, systems, and projects to achieve unit goals in accordance with company policies and practices.

•Prepared and analyzed unit plans and reports.

•Applied understanding of statistics, data analysis, and staff plan execution.

•Had knowledge of processes and procedures and their impacts on the line of business.

•Facilitated training through the Start modules, WCCC, and Boot Camps.

•Actively worked on the committee to improve the training and support of new hires, and helped prepare tenure associates for peak season.

•Planned company volunteer program events for the DFW site.

JP Morgan Chase, Irving, Texas 2011 - 2013

Home Lending Solicitation and Dialer Supervisor III

Managed the administration and efficient daily operations of collections representatives, including operations, collections, loan modifications, and customer service, in accordance with the Chase objective.

•Supervised the execution of transactions and responses to customer, investor, or third-party related inquiries.

•Managed a team of workout representatives supporting customers through their loan modification process.

•Oversaw monthly performance goals, SMART goals, individual development plans, and agent scorecards to improve productivity.

•Informed staff of any change in policy and procedure, allocated resources, planned work schedules, and handled attendance issues while monitoring statistics daily.

•Facilitated monthly team meetings with employees and attended weekly departmental meetings with AVP to discuss growth, procedure changes, and projected work.

EDUCATION

Associate of Arts (AA) in Business Administration and Management, Minor in Business

American Intercontinental University

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