Operations Manager with Leadership Excellence

Anella Benjamin

Bronx, NY ***** ******.********@*****.*** 914-***-****

Summary

Seeking to leverage my expertise in management as an Operations Manager, I bring a strong track record of leadership, budget management, and effective problem-solving. I am a recent graduate of the University of Phoenix with a Master of Management degree, possessing hands-on experience in variance research, account reconciliation, and delivering results under tight deadlines.

Experience

Senior Operation Supervisor Unit for Transit Adjudication Bureau July 1st – Present

Purtech (MTA)

•Oversee the daily operations of 7 specialized units, including Hearing Support, Collection/Enforcement, Inquiry, Payments, and Administration, ensuring seamless functionality across all departments.

•Supervise and manage 7 direct-report supervisors, providing coaching, performance evaluations, and ongoing professional development to maintain a high-performing team.

•Plan, organize, and direct unit workflows to ensure efficient case processing, payment handling, enforcement actions, and administrative functions.

•Monitor and analyze operational performance metrics, preparing statistical reports to assess productivity and identify areas for improvement.

•Ensure adherence to organizational policies, procedures, and compliance with city and state regulations governing transit adjudication operations.

•Research and resolve escalated or complex respondent claims, ensuring timely responses and a high level of customer satisfaction.

•Develop and implement process improvements to streamline operations, enhance cross-unit collaboration, and optimize resource allocation.

•Excellent communication and interpersonal skills.

•Strong background in the IT or technology services industry.

•Lead cross-functional initiatives to address workflow inefficiencies and improve case resolution timelines, resulting in measurable performance gains.

•Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor’s Office for New York State, New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities.

•Demonstrated analytical capabilities and quantitative skills.

•Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook.

•have knowledge of New York City Transit network infrastructure, service operations, customer service, and/or communications.

•Manage the scheduling and allocation of staff resources to meet fluctuating operational demands, ensuring coverage and efficiency across all units.

•Collaborate with senior management to align unit objectives with broader departmental and organizational goals.

Supervisor Inquiry Unit for Transit Adjudication Bureau October 2023 – June 2024

Purtech (MTA) Brooklyn NY

•Ensure efficient operation of the unit and manage the daily workflow.

•Strong analytical skills with the ability to simultaneously balance multiple tasks/projects in a fast-paced environment.

•Handles supervisor duties, including the scheduling and allocation of staff resources.

•Plan, organize, direct, and manage daily activities of staff.

•Provide constructive feedback and coaching, including performance evaluations.

•Research and prepare responses to respondent claims.

•Monitor workflow, prepare statistical reports for analysis.

Training Coordinator for New York Independent Assessor Program December 2022 – October 2023

Maximus NY, NY

•Coaching & Supervision: Creating PowerPoint presentations to be facilitated by staff to assist clients with building personal and professional goals.

•Professional Advising: Maintained a rapport with staff addressing professional goals while completing training and monitoring staff performance.

•Zoom & Microsoft Teams: Attended and facilitated staff trainings and facilitated trainings and meetings while maintaining organized communication with staff.

•Microsoft Office Suite: 10+ years’ experience completing reports using Excel, creating resumes and email templates with Microsoft Word, creating and updated PowerPoints using various features within the program.

•Facilitation & Presentation: Worked in-person and remote presenting and facilitating content to staff within a setting of 30+ individuals a day.

•Act as a technical SME during escalated P1/P2 issues

•Develop any new application configuration changes and processes.

•Coordinate w/ Systems PM when developing any new configuration changes requests.

•Innovative, self-starter with the self- confidence and ability to represent the Pavion Company in a professional, ethical manner to gain a high level of confidence.

•Excellent problem-solving and meeting facilitation skills.

•Develop and execute a strong business plan, advanced selling skills, e.g., qualify prospects, lead generation, new business development, account penetration, strategic selling, conceptual selling, issues-based selling, consultative selling, negotiation, and contracts (closing).

Account Management Coordinator August 2022 December 2022

Cardinal Health / Flu Team NY, NY

•Managed daily all Customer call overflow; data entry; send business emails to customers; outbound one-off calls to customers.

•Manage day to day Flu/COVID-19 vaccine inquiries from multiple business units across the enterprise.

•Pharmaceutical Ordering, Trade, and Service Management experience. Maintain up-to-date information to provide customers with the most timely and accurate updates available. Reimbursement, Reconciliation, Central Pay, Onboarding, Audit, etc. Validate existing vaccine orders for account detail accuracy.

•leading force exceptional service and share knowledgeable information to customers regarding our Flu/COVID-19 vaccine program.

•Coordinates, communicates, and facilitates activities related to shipping equipment and software to account sites with sales, pharmacy consultants, IT consultants, software installation resources, third party resources, and Project Managers. Assist in the complete onboarding of pharmacies into the COVID-19 Vaccine Network.

•Possess a pleasant and professional telephone demeanor/etiquette and ability to provide superior caller service.

•Passionate about quality customer and employee service.

•Account Planning: Develop and execute account plans aligned with clients' business objectives for proactive engagement.

•Problem Solving: Address client concerns by providing timely and effective solutions, escalating complex issues when necessary.

•Performance Tracking: Monitor client accounts, analyze performance metrics, and prepare reports to drive improvements and value-added services.

•Collaboration: Partner with sales, marketing, and customer service teams to ensure a seamless client experience and address service gaps.

•Contract Renewals: Lead contract renewal negotiations to maintain and strengthen client partnerships.

Customer Care / Travel Service Supervisor August 2013 - January 2021

Global Contact Services, AAR (Access a Ride) Northern Boulevard

Supervised customer inquiries and resolved issues in one of NYC's busiest transit hubs, consistently exceeding customer satisfaction goals.

Mentored and coached new employees, enhancing service standards and performance.

Maintained and updated customer accounts in ADEPT MTA Operational Systems with 100% accuracy.

Managed remote teams effectively, achieving high net promoter scores and ensuring excellent customer service.

Oversaw administrative tasks, including preparing reports, arranging meetings, and executive travel.

Coordinated team schedules and provided daily supervision and troubleshooting support.

Demonstrated proficiency in data entry, reporting, and customer management technologies.

Led staff in a complex, fast-paced environment while identifying and implementing continuous improvement initiatives.

Early Career Experience

I had the privilege of working as a Production Assistant and Newsroom Trainee at WNYW Fox 5 Local News, New York, NY, immediately after graduating college. In this role, I collaborated with producers, copy editors, and video editors to create daily teases, voice-overs, and packages for live shows. I also managed truck schedules, future files, and data organization using Microsoft Excel.

I had the unique opportunity to work alongside notable personalities like Wendy Williams, RuPaul, and Anthony Anderson, and conducted interviews with influential figures, including Mayor Michael Bloomberg, Police Commissioner Ray Kelly, and Fire Commissioner Nicholas Scoppetta.

My responsibilities included coordinating feeds between stations, conducting over 50 field production projects, and serving as an Assistant Manager on the promotional shoot for Fox 5’s “Do the Good Day” campaign. This experience honed my ability to multi-task and thrive in a fast-paced, 24/7 breaking news environment.

Education

Master of Business Administration, graduation date 10/02/2023

University of Phoenix

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Bachelor of Fine Arts in Mass Communications, Minor in Journalism Lehman College City University of New York.

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