Customer Service, Operations Manager

Diane Fetzer

Phone: 910-***-****

Email: **********@*****.***

Hubert, NC

Skills Profile:

Excels in interpersonal, leadership, organizational, time management, and decision-making skills

Working knowledge of business principles, policies, and budgetary requirements

Experienced in developing and nurturing internal and client relationships to drive performance

Extremely productive in a high-volume and high-stress environment

Streamline processes and increase productivity

Experienced in program implementation Subject Matter Expert for Internal Operational systems

30 years of experience in Customer Service

Experience:

Childcare Network (September 2024 - present)

oAssistant Director

Create & Maintain files for staff and children

Responsible for State Food Program

Upload files/reports daily, weekly, monthly

Maintain state requirements daily for policies and procedures

Concentrix (April 1997 - June 2024)

oOperations Manager (March 2000 - June 2024)

Manage and oversee the relationship with over fifteen clients for each contract for a variety of categories for Health Care, Transportation and Communications

Manage for the provision of metrics, data reporting/analysis, and evaluations to corporate leadership

Manage and support staff to execute actions to achieve/excel in Gross Profit, Revenue, and all Core Values related to each account

Manage and facilitate the launch and execution of various programs, acting as a subject matter expert in operational functions, processes, procedures, and new initiatives

Conduct initiative-taking outreach, relationship development/management, and multi-faceted communication efforts to facilitate effective communication with management, clients, and customers

Coach and develop supervisors to achieve and exceed metrics and create actions plans for personal development for career growth

Calibrate with Talent acquisition for hiring of potential candidates

Conduct training for all staff

Conduct reports containing the analysis of employee performance, program performance, budgetary requirements, and limitations

Coordinate, supervise, and attend various meetings, conferences, ceremonies, conference calls, and workshops directed at business results

Serve as the Situations Officer for the Incident Command Team, including documenting the mock activities for each program

Determine appropriate staffing requirements to include headcount, forecasting, service level commitments, and scheduling

Hire, develop, mentor, and evaluate line supervisors daily while providing direct feedback and coaching to team leaders

Coordinate the distribution, tracking, and completion of project-specific tasks/initiatives

Participate in the development and testing of procedures, processes, programs, and systems for clients and internal staff

oSupervisor (February 1998 - March 2000)

oCustomer Service Representative (April 1997 - February 1998)

Education:

Coastal Community College

oCertificate in Early Childhood Education

Swansboro High School (August 1985 - June 1989)

oGraduated with high school diploma

Certifications:

American Red Cross Basic Life Support (BLS)

References available upon request.

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