Senior Operations Team Manager - 12+ Years Leadership Experience

George Coleman

Need work Immediately new to Florida!

Lake Worth Beach, FL 33460

***********@*******.***

+1-972-***-****

Professional Summary

Versatile Dynamic senior team manager with 12 years of experience in operational leadership and team management across various sectors. Proven track record in optimizing team performance, resulting in significant efficiency improvements. Skilled in coaching and mentoring, fostering employee engagement, and enhancing customer satisfaction through strategic initiatives. Adept at collaborating with cross- functional teams to streamline processes and achieve departmental goals. Seeking to leverage extensive management expertise to drive success in a forward-thinking organization. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Senior Team Management

Connor & Hill (Texas)-Richardson, TX

February 2013 to June 2025

• Led a team of 12 employees, overseeing day-to-day operations and ensuring the achievement of departmental goals and targets.

• Developed and implemented strategies to optimize team performance and drive productivity, resulting in a [X]% increase in efficiency.

• Fostered a positive and collaborative work environment, promoting employee engagement and satisfaction.

• Provided ongoing coaching, mentoring, and performance feedback to team members, facilitating their professional growth and development.

• Conducted regular team meetings to align objectives, communicate expectations, and address any challenges or concerns.

• Collaborated with cross-functional teams to streamline processes, improve workflows, and enhance overall operational effectiveness.

• Developed and monitored key performance indicators (KPIs), tracked team performance, and implementing corrective actions as needed.

• Oversaw the recruitment and onboarding process for new team members, ensuring seamless integration into the team.

• Managed employee schedules, leave requests, and performance evaluations, ensuring compliance with company policies and procedures.

• Acted as a liaison between the team and upper management, communicating updates, progress, and challenges.

Call Center Team Manager

Paysys First Data-(Dallas, Texas)

January 2009 to December 2012

· Oversaw a team of 8 call center representatives providing technical support for POS systems.

· Developed and implemented strategies to enhance customer satisfaction and improve first-call resolution rates.

· Monitored and analyzed call center metrics, such as average handle time and customer satisfaction scores, to identify areas for improvement.

· Led initiatives to streamline call center processes, resulting in a 12% increase in efficiency and productivity.

· Created and delivered training programs for call center representatives to enhance their technical skills and product knowledge.

· Conducted regular performance evaluations, provided coaching and feedback, and implemented performance improvement plans when necessary.

· Collaborated with cross-functional teams, including product development and quality assurance, to address customer concerns and ensure timely resolution.

· Developed and maintained call center policies and procedures, ensuring compliance with industry standards and best practices.

· Utilized call center software and CRM systems to monitor and manage customer interactions and generate reports.

· Acted as the point of escalation for complex customer issues, ensuring prompt and effective resolution. Education

Certification

Richland College

August 2009 to 2010

Cedar Valley College

August 2008 to 2010

Bachelor's degree

High school diploma or GED

Skills

• Data quality management

• Operations (9 years)

• Marketing

• Clinic

• Team development

• Communication skills

• HR systems

• Camp

• ATS

• Computer networking

• Employment & labor law

• Direct sales

• Writing skills

• Hand tools

• POS

• Customer relationship management

• Passenger vehicle

• Talent acquisition (7 years)

• Executive administrative support

• QuickBooks

• Program development

• Experience working with students

• Technical support

• Experience with individuals with mental health conditions

• Technical Proficiency

• Computer operation

• Client interaction via phone calls

• Purchasing

• Load & unload

• Supervising experience

• Software implementation

• Scuba diving

• Presentation skills

• Order fulfillment

• Law office

• Management

• Productivity software

• Phone call management

• Facebook Ads Manager

• Front desk

• Schedule management

• Relationship management

• Time management

• Microsoft Powerpoint

• Recruiting (5 years)

• Customer service

• Tableau

• Conducting sales calls

• AI

• Conflict management

• Written communication

• English

• Intake

• SharePoint

• Manager experience

• Outbound calling

• Adobe Acrobat

• Sales training

• Inventory management systems

• POS systems

• Spreadsheets

• Team management

• Sales negotiation

• Shipping & receiving

• Working with people with disabilities

• Cardiology

• Behavioral health

• Customer service (5 years)

• Sales management

• Disciplinary action management

• Sales

• ADP

• Human resources

• Courier

• Ability to follow instructions

• Outdoor work

• Retail sales

• Team leadership

• Stakeholder management

• HR sourcing

• Computer literacy

• Order entry

• Project management

• Patient service

• Google Sheets

• Basic math

• Athenahealth

• Google Docs

• Sales management systems proficiency

• Achieving HIPAA compliance

• Leadership

• Driving

• Performance Improvement (PI)

• Collaboration

• Training delivery

• Deal closing

• Instagram ads

• Organizational skills

• Swimming

• Negotiation

• Upselling

• Medical terminology

• Time-based sales targets

• Zoom

• Outbound sales

• Working with children

• Driver safety training

• Customer retention

• Closing sales

• Sales lead qualification

• Achieving sales targets

• Conversion optimization

• Visio

• Professionalism

• Phone communication

• Data entry

• E-commerce

• Google Meet

• Clerical experience

• Truck driving

• ServiceNow

• Unloading

• Payroll

• Customer communication

• Interpersonal skills

• Inventory data entry

• Call center agent experience

• Experience with individuals with substance use disorders

• X (Twitter)

• Packaging

• CRM system proficiency

• Section 8

• Healthcare compliance

• Customer relationship building

• Sales experience within healthcare

• Attention to detail

• Nutrition

• Sales support

• Adolescents (1 year)

• Outside sales

• Shipping logistics

• Continuous improvement

• Warm calling

• Public relations

• Maintaining patient confidentiality

• Microsoft Office

• Substance abuse

• Telecommunication

• Hotel experience

• Salesforce Cloud

• Meta Ads

• Guest services

• Phone etiquette (10+ years)

• Hiring

• GPS

• Proofreading

• Windows

• Mobile devices

• Grocery store

• Sourcing

• Social media management

• Substance abuse recovery planning

• Microsoft Excel

• Improving operational efficiency

• Power BI

• Data management

• In-person customer service

• Microsoft Access

• HIPAA

• Casual dining experience

• Patient interaction

• Typing

• Sales team management

• Phone answering

• Computer hardware

• Client relationship development

• Microsoft Word

• Heavy lifting

• Workday

• Cross-functional team management

• Mentoring

• Interpersonal communication

• Data entry in Excel

• Operations management

• Insurance verification

• Salesforce

• Multitasking

• Medical scheduling

• Safe work practices

• Google Drive

• Grammar Experience

• Filing

• Quality assurance

• Social media platforms

• Google Forms

• Client services

• Objection handling (sales technique)

• Clear language communication

• Teamwork

Languages

• English

Certifications and Licenses

Driver's License

May 2022 to May 2030

First Aid Certification

CPR Certification

CDL

Forklift Certification

Chauffeur's Permit

CDL B

Certified Pool Operator

Non-CDL Class C

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