Operations & Customer-Service Leader, 17+ Years Experience

Emily Sturgis

*** ********* ** *********, ******* 34758, Kissimmee, Florida, 34758, United States, 689-***-****, ***************@*****.*** Date of birth 04/29/1976 Nationality American

Place of birth Topeka, KS Driving license S233051962000 PROFILE Operations and customer-service leader with 17+ years managing renovation projects, office operations, and frontline support. Proven track record improving processes and service outcomes— handled 35–50 daily inquiries with 90%+ first-contact resolution, reduced average handling time by 18%, and led cross-functional teams to deliver projects on time and on budget. Strengths include vendor negotiation, SOP implementation, staff training, and CRM proficiency; focused on driving efficiency, cost control, and exceptional customer satisfaction. EMPLOYMENT HISTORY

Jan 2024 — Mar 2026 Customer Service, MTC Gadsden Quincy, Florida Delivered high-quality customer support for transportation services, managing 35–50 inbound inquiries daily via phone and email and resolving 90%+ of issues on first contact. Processed bookings and payments, maintained accurate trip and passenger records, and coordinated with dispatch and operations to ensure on-time departures. Implemented process improvements and knowledge-base updates that reduced average handling time by 18% and improved customer satisfaction scores. Trained and mentored new staff on CRM procedures and service standards, supporting a smoother onboarding process. i worked directly with customers and clients and served as a liason between employees, Human Resources and Corporate. Jul 2013 — Jan 2024 Operations Manager, Perry Brother's Renovation Port Charlotte, Florida Managed operations for residential and commercial renovation projects, overseeing scheduling, procurement, subcontractor coordination, quality control, and safety compliance. Planned and monitored project budgets, negotiated vendor contracts to control costs, and optimized workflows to improve project delivery timelines. Supervised and trained on-site teams, established standard operating procedures, and implemented process improvements that increased operational efficiency and client satisfaction. Acted as primary client contact, resolving issues promptly and ensuring projects met scope, quality, and timeline expectations. I also assisted witth the Human Resources director doing employee performance reviews and interviewing prospective new hires. Aug 2009 — Jul 2013 Assistant Office manager, Pekaniter Productions LLC. Topeka, Kansas Supported daily office operations including administrative coordination, calendar management, vendor relations, and financial tasks such as invoicing and expense tracking. Coordinated meetings and travel, maintained filing systems, assisted with payroll and HR onboarding, and improved office workflows to increase team productivity. Served as a point of contact for clients and vendors and trained new administrative staff.

EDUCATION

Sep 1990 — May 1994 Diploma, Topeka High School

High School Diploma with coursework in accounting, business studies, and computer applications. Active in student council and community volunteer projects; developed strong administrative, communication, and problem-solving skills applied in operations and customer-service roles. AREAS OF EXPERTISE Process Improvement &

Project Management

Experienced Problem Solving Expert

Solutions Manager Expert Chaos Coordinator Expert

REFERENCES Deanna Withers Adcock, Perry Brothers Renovation *************@*****.***, 606-***-****

Samantha Cuzzone, Office Manager

*****************@*****.***, 813-***-****

Laura Howard, Medical Billing and Coding

785-***-****