Operations Management Leader with 20+ Years of Service Excellence

Betsy O’Quinn

Henderson, NV 321-***-**** *****.******@*****.***

PROFESSIONAL SUMMARY

Customer service and operations leader with 20+ years of experience managing teams, improving service quality, and ensuring consistent, high-level customer experiences. Proven ability to supervise staff, resolve escalated issues, enforce policies, and optimize workflows to meet organizational goals. Recognized for hands-on leadership, staff development, and maintaining service excellence in fast-paced environments.

MANAGEMENT & CUSTOMER SERVICE SKILLS

Customer Service Management • Team Supervision & Coaching • Escalation & Conflict Resolution • Performance Monitoring • Scheduling & Workforce Planning • Policy & Procedure Enforcement • Training & Development • Quality Control & Service Standards • Cross-Department Coordination • Process Improvement

PROFESSIONAL EXPERIENCE

Operations Supervisor — First Option Insulation (Orlando, FL) 05/2022 – 01/2026

• Supervised daily operations with a focus on service quality, efficiency, and customer satisfaction

• Acted as escalation point for customer concerns, ensuring timely and professional resolution

• Led hiring, onboarding, and ongoing training to reinforce company standards and customer-focused behavior

• Monitored team performance and addressed gaps through coaching and corrective action

• Coordinated scheduling and resource allocation to meet service commitments and deadlines

• Enforced company policies, safety standards, and quality expectations General Foreman / Team Manager — Thermal Insulation (Orlando, FL) 07/2013 – 05/2022

• Managed multiple teams to ensure consistent service delivery and operational performance

• Maintained regular communication with customers and internal stakeholders to align expectations

• Trained and mentored supervisors and team leads, strengthening leadership depth

• Conducted quality audits and implemented improvements to reduce service issues

• Improved productivity and turnaround times through workflow optimization Foreman / Operations Lead — Atlantic Insulation (Jacksonville, FL) 01/2004 – 07/2013

• Oversaw daily staff operations, scheduling, and performance management

• Supported customer satisfaction by addressing service issues and preventing repeat concerns

• Delivered structured onboarding and hands-on training for new employees

• Improved operational efficiency by standardizing processes and reducing errors EDUCATION

High School Diploma — Umatilla High School, Umatilla, FL (1991)

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