Dedicated and accomplished Operations Leader with over 10 years of experience and a solid track record of achieving exceptional levels of efficiency and productivity along with a demonstrated background in handling complex administrative operations. Possess high-level communication and analytical skills with a commitment to superior customer service. Offer solid leadership abilities with experience in managing cross-functional teams and implementing innovative processes.

Operations Management Call Center Management Staff Management & Training Attention to Detail

Microsoft Office Suite Budget Development & Design Vendor Management Contract Negotiation

MIS/Systems Administration Recruiting/HR Payroll Processing Business Development/Account Management

  Coordinate all logistics related to complex software implementation projects with a focus on increasing productivity and operational efficiency levels

  Oversee the entire project lifecycle, work closely with key clients, diffuse escalated operational issues, and onboard new customers to the Certify platform

  Identify project requirements and specifications, perform detailed customer needs analysis, generate project roadmaps, and ensure internal best practices are consistently followed

  Work with clients on a one-on-one basis with a concentration on providing instructions related to software usage and implementation strategies

  Directed customer service operations within a fast-paced environment which included leading the full customer onboarding process and supporting complex projects

  Developed detailed project timelines, monitored project deliverables, monitored client product utilization, and made recommendations to clients on additional products

  Worked closely with both internal and external teams, supported client technical needs, and utilized a helpdesk system to manage client issues

  Actively participated in weekly management meetings, guided executive managers on customer issues, and generated ad hoc reports

  Led new client onboarding operations and key account management functions which centered on identifying onboarding needs and creating project timelines

  Setup new clients within a corporate OMS system, manage OMS processes, provided clients with technical support, and provided both training and software demonstration

  Assisted executive leadership within the customer contact center with call monitoring, SLA review, process review, and escalated dispute management

KeyView Labs Inc./Procera Health 2011-2014

  Managed customer service and dispute resolution departments which staffed 25 individuals and required leading both site operations and technical tools

  Designed and implemented innovative strategic practices aimed at improving efficiency and productivity in addition to creating long-term strategic plans

  Implemented appropriate individual and group goals which adhered to corporate objectives, managed key account relationships, and supervised cross-functional team members

Manpower Inc. 2009-2010 & 2011

  Supported recruiting logistics within a professional staffing organization which centered on identifying appropriate candidates and completing initial interviews

  Tested potential candidates using a Predictable Performance System which resulted in appropriately evaluating candidate skills and qualifications

  Provided training and coaching to temporary employees, marketed candidates to clients within the area, and fostered positive client relationships

  Handled administrative logistics which included processing employee payroll and tracking performance using a Quality Performance Program

Staff Management, SMX @ Amazon.com 2011

  Directed all recruiting efforts for projects for Amazon.com which required identifying project requirements and finding appropriate candidates

  Generated daily recruiting reports, built and mentored a cross-functional teams, analyzed weekly productivity, and maintained/updated temporary employee records

  Reviewed and diffused escalated personnel issues with a focus on maintaining high levels of employee engagement and satisfaction

Ship-Right Solutions Inc. 2006-2009

  Spearheaded all customer service and operations logistics within a 18 person customer service call center along with literature fulfillment, client data, and order processing departments

  Recruited and trained both management and non-management staff members, conducted weekly call center client reports, and developed effective strategic processes

  Reviewed and implemented detailed operational budgets, reviewed/approved supply requests, and managed key client accounts

  Successfully increased call center staff from 4 individuals to over 20 over the span of 3 years

Additional Experience Includes: Inside Sales Representative, Sappi Fine Paper, Operations Manager, Advanced Composite Engineering, Access Developer/Assistant to Network Administrator, Healthwatch Technology, and EC Operations Manager, Leasing Associates