Operations Manager - Customer Experience & Process Improvement

WANDA J. FRANKLIN, MBA

OPERATIONS MANAGER CUSTOMER EXPERIENCE PROCESS IMPROVEMENT

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PROFESSIONAL SUMMARY

Operations-focused leader with MBA and extensive experience managing complex, customer-facing service environments, multi-site operations, regulated workflows, and cross-functional teams. Proven ability to improve daily operations, staff performance, service standards, inventory controls, budgeting, compliance, vendor and stakeholder partnerships, and technology-enabled workflows. Adept at analyzing operational, financial, labor, inventory, and customer service data to identify improvement opportunities, strengthen accountability, control expenses, and deliver consistent service experiences. Recognized for hands-on leadership, collaborative problem solving, staff development, and disciplined execution across fast-paced operational settings.

EXPERTISE

Service Operations Management

Staff Hiring, Training, and Coaching

Customer Experience and Service Standards

Inventory Control and Loss Prevention

Process Improvement and Workflow Design

Budgeting, P&L, and Expense Control

Vendor and Stakeholder Partnerships

Operational Reporting and KPI Analysis

Technology Systems and Dashboard Adoption

Compliance, Audit, and Safety Controls

Merchandising, Product, and Service Support

Change Management and Project Execution

Cross-Functional Communication

Hands-On Frontline Leadership

PROFESSIONAL EXPERIENCE

PTS DIAGNOSTICS

Technical Support Specialist (Remote) Feb. 2022 – Apr. 2026

Advanced customer service and technical operations role supporting accounts west of the Mississippi River. Served as a customer-facing liaison across clients, sales leadership, customer service, and internal teams while delivering product training, troubleshooting, data analysis, and field support to improve service delivery and adoption.

Achievements

Ø Delivered on-site and remote product demonstrations, training, and troubleshooting to corporate accounts that strengthened customer proficiency, supported service continuity, and improved account-level adoption.

Ø Partnered with Customer Service teams to resolve complaints and regional escalations, documenting outcomes in Salesforce and implementing solutions that improved client satisfaction, retention, and operational follow-through.

Ø Compiled, analyzed, and presented account data to identify performance trends, validate product use, support leadership decisions, and improve customer-facing service workflows.

Ø Monitored and controlled regional expenditures to align with approved budgets, improve cost efficiency, and support financial performance objectives.

LEXITAS LEGAL

Director of Operations Feb. 2021 – Dec 2021

Directed daily operations for the Dallas business unit by leading 5 cross-functional managers and 50 record retrieval agents, monitoring performance data, resolving execution barriers, and strengthening workflows, staffing, customer service, compliance, and financial outcomes.

Achievements

Ø Owned business unit performance, profit optimization, revenue growth, and expense control while leading operations to a $1M monthly revenue milestone and sustaining EBITDA performance.

Ø Improved operational efficiency by redesigning communication cadences, service workflows, and accountability routines that clarified goals, accelerated execution, and aligned department leaders.

Ø Collaborated with HR to identify talent needs, recruit department and management leaders, accelerate onboarding and training, and close performance gaps across a high-volume service environment.

Ø Partnered with cross-functional leaders to restructure department-wide operations, coach internal managers, improve service consistency, and elevate customer experience through disciplined frontline leadership.

ARBOR DIAGNOSTICS

Manager of Client Service Sept. 2019 – Feb. 2021

Managed day-to-day customer service operations by restructuring workflows, building and onboarding high-performance teams, enforcing SOP, SLA, and KPI standards, and sustaining operational stability in a fast-paced service environment.

Achievements

Ø Led operational performance improvement initiatives by eliminating deficiencies, launching scalable solutions, optimizing KPIs, and strengthening executive reporting cadence.

Ø Streamlined workflow processes, staffing practices, and operational execution to meet financial targets while maintaining a customer-focused service model for physicians, nurses, clients, and patients.

Ø Improved customer satisfaction and retention by leading escalation management, resolving client and patient concerns, and implementing service enhancements that reinforced trusted partnerships.

Ø Promoted a collaborative, results-oriented environment through coaching, mentoring, and employee development aligned with operational strategy and service quality goals.

CLINICAL PATHOLOGY LABORATORIES

Operations Manager Mar. 2017 – Apr. 2019

Served as operations leader responsible for workforce leadership, regulatory compliance, inventory controls, financial performance, and operational execution across stat labs, logistics, warehouse, data entry and client services. Partnered with regional sales, phlebotomy, and cross-functional leaders to align service delivery, operational planning, and performance improvement.

Achievements

Ø Managed a $2M monthly operating budget and stabilized $200K inventory par levels through disciplined cost controls, inventory oversight, and performance monitoring, improving KPIs from red to green within 12 months.

Ø Reduced operating expenses and supported revenue goals by analyzing AP and P&L data, identifying savings opportunities, supporting forecasting, and strengthening financial governance.

Ø Designed and enforced standardized operating procedures, training practices, quality control programs, and operational records to improve consistency, compliance, and service reliability.

Ø Ensured audit readiness, operational integrity, and regulatory compliance through disciplined data traceability, inventory and process controls, mock inspections, and successful collaboration with inspection teams.

ADEPTUS HEALTH

Operations Field Manager (Remote) Mar. 2014 – Dec. 2016

Acted as technical consultant and operational leader to Facility Administrators and Medical Directors, overseeing multi-site compliance, operational standards, process implementation, and quality of care across Arizona, Colorado, Louisiana, and Texas. Supported 90+ freestanding emergency departments through field leadership, training, reporting, and continuous improvement.

Achievements

Ø Enhanced quality outcomes and operational excellence by standardizing procedures, supporting new facility launches, and expanding service capabilities across a multi-state operating footprint.

Ø Secured and sustained accreditation for existing and newly opened facilities by ensuring full compliance with regulatory standards and leading successful survey preparation.

Ø Led compliance initiatives across COLA, JCAHO, CLIA, and OSHA through proactive inspections, regulatory tracking, operational process improvements, and field-level coaching.

Ø Prepared operational and compliance reports for senior leadership, translating field performance, regulatory findings, and service needs into action plans for regional and facility teams.

OTHER PROFESSIONAL EXPERIENCE

ABBOTT DIAGNOSTIC DIVISION Service/Systems Support Professional 2012 - 2014

ACCUMETRICS, SAN DIEGO, CA Field Service Specialist (Remote) 2010 – 2012

BECKMAN COULTER, INC., IRVING, TX Customer Technical Specialist 2008 – 2010

EDUCATION AND QUALIFICATION

Master of Business Administration Northwood University, Cedar Hill, TX

Bachelor of Science in Biology/Chemistry Prairie View A&M University, Prairie View, TX

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