Operations and Project Controls Coordinator

KAREN HOYT

NC *****. 910-***-**** ******@*****.***

Summary

Operations professional with strong track record in optimizing processes and enhancing efficiency. Known for effective communication, problem-solving, and adaptability in dynamic environments. Skilled in data analysis, workflow management, and fostering team collaboration to drive successful outcomes. Dependable and responsive to changing operational needs.

Skills

Customer Service

Scheduling Optimization

Incident Management

Workforce Planning

Quality Assurance

Compliance Monitoring

Conflict Resolution Techniques

Time Management

HR Policies and Procedures

Escalation Handling

Audit Reporting

Inbound and Outbound Calling

Experience

Project Assistant 12/2020 to 05/2026

Gallaher Management Group, Inc. NC

Provided direct operational and administrative support to the five owners/operators.

Gained 5 years’ experience in working with government contracts and government contracting concepts.

Maintained organized, up-to-date project documentation in SharePoint or designated document repositories.

Tracked project progress using organizational skills and time management techniques to ensure milestones are achieved.

Project Coordinator 04/2019 to 12/2020

Yoh Services, LLC (at Wabtec) PA

Gathered requirements and completed two semi-annual REACH regulatory supplier surveys.

Processed County of Origin (COO) requests for shipments to clear international customs within 24 hours of receipt.

Supported Project Managers (PMs) with administrative operational tasks.

Ensured compliance with company procedures and project requirements.

Project Controls Analyst (PCA) 11/2018 to 04/2019

Modis Engineering & IT (at Erie Insurance) PA

Assisted PMs with updating issue resolutions, risk mitigation activities, and life cycle flows in Waterfall and Agile.

Facilitated communication between project teams and clients regarding updates or changes.

Updated and stored project documentation on SharePoint.

Tracked labor hours, materials, and subcontractor costs.

Call Center Representative 09/2018 to 11/2018

UPMC PA

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Managed a high volume of 75 calls daily, maintaining composure under pressure while providing exceptional service.

Improved customer satisfaction by addressing and resolving complex issues in a timely manner.

Quality Analyst 12/2013 to 01/2018

Provider Resources, Inc. PA

Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.

Provided training to new hires on quality control procedures, fostering a culture of excellence within the team.

Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.

Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.

Project Coordinator 08/2012 to 12/2013

Yoh Services LLC (at GE Transportation) PA

Gathered requirements and completed two semi-annual REACH regulatory supplier surveys.

Processed County of Origin (COO) requests for shipments to clear international customs within 24 hours of receipt.

Supported Project Managers (PMs) with administrative operational tasks.

Ensured compliance with company procedures and project requirements.

Regional Director of Human Resources (HR) 07/2011 to 08/2012

Senior Healthcare Management IL

Oversaw HR operations for 10 nursing home/skilled nursing facilities across southern Illinois.

Developed and implemented regional HR policies and procedures, including the first employee handbook.

Managed recruitment, retention, and succession planning initiatives.

Participated in union bargaining.

Project Coordinator 06/2011 to 07/2011

Yoh Services LLC (at GE Transportation) PA

Gathered requirements and completed two semi-annual REACH regulatory supplier surveys.

Processed County of Origin (COO) requests for shipments to clear international customs within 24 hours of receipt.

Supported Project Managers (PMs) with administrative operational tasks.

Ensured compliance with company procedures and project requirements.

Education and Training

American Public University – Business Program Management (graduating 2027)

Western Governors University – Healthcare Management classes

The Ohio State University – Nursing classes

River High School - Diploma

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