OPERATIONS MANAGER:Office Operations, Customer Service, Marketing, Administrative Support, Communication
Driven and highly organized Operations Manager with significant experience facilitating Administrative, Financial, HR, Accounting, Client Success, and Marketing functions. Excels at handling confidential correspondence and documents, bookkeeping, workflow management, calendar and travel logistics, and records management. Prioritizes customer satisfaction while simultaneously driving company growth.
Skilled communicator and collaborator with any level in an organization. Thrives in a fast-paced environment and excels at managing competing priorities. Fluent in both English & French.
CAREER HIGHLIGHTS
- Standard Operating Procedures: Documented detailed processes and procedures from the ground up to facilitate knowledge transfer to individuals and teams; known for streamlining operations to enhance productivity.
- Customer Relations: Drive overall experience for client relations to ensure monthly touchpoints via newsletters and in-person customer visits; implemented client recognition programs to achieve satisfaction and retention.
- Revenue Growth: Strategically adjusted Business Offerings during and post-Covid to achieve an overall sales increase of 10% annually, at no additional cost to the customer; resulted in business continuity and flexibility for customers, which also reduced the company’s operational overhead.
SIGNATURE QUALIFICATIONS
- Human Resources
- Processes & Procedures
- Office Management
- Streamlining Operations
- Account Management
- Client Relations
- QuickBooks
- Customer Experience
- Financial Policies
PROFESSIONAL EXPERIENCE
MSP (2011-Present)
Operations Manager
Drive overall activities to support a variety of functions, including Office Administration, Finance/Accounting, HR, Client Relations, and Marketing. Deliver superior customer service and support to both clients and associates; partnered in building the company from inception to current state.
- Financial Management & Accounting: Perform payroll, process billing and monthly invoices, track
- A/R and A/P, and reconcile bank accounts. Review, qualify, and reconcile employee expense reports.Submit federal, state, and local government remittances.
- Human Resources: Spearhead staff onboarding, orientation, scheduling, LOA, PTO, terminations, and other HR functions. Oversee the administration of employee benefits and insurance coverage; create and implement employee policies and drafted company handbook to educate associates.
- Client Relations: Prepare proposals, contracts, and estimates for clients. Understand client needs and identify scope of work. Ensure client access and proper set-up in all necessary systems including health and inventory reporting systems. Manage client users in Active Directory, Exchange, and Office365. Nurture relationships and provide excellent communication for overall client satisfaction.
- Office Management: Maintain software/hardware, tool supplies, and office supplies to ensure efficiency and enhance productivity. Process equipment and software order as well as client and vendor RMAs. Manage company memberships, professional fees, designations, and sponsorships.
- Event Coordination: Plan, coordinate, and execute client and employee recognition events to boost employee satisfaction, brand loyalty, and customer retention.
- Marketing & Sales: Create marketing campaigns and manage communications to support sales strategy and boost brand recognition for ideal client base.
- Information Technology Support: Perform Tier 1 tech support including troubleshooting, technology installation and setup for computers, printers/scanners, and software both onsite and remotely. Ensure Help Desk tickets are resolved per company SLAs.
- Systems Management: Create workflows for client onboarding, new user processes, equipment setup, and client termination procedures. Perform system audits, inventory reports, and maintenance. Train clients in utilizing Microsoft software products and printing/scanning tools.
ADDITIONAL EXPERIENCE
Logistics Company (2010 – 2011)
Executive Administrative Assistant
Real Estate (2005-2010)
Client Services Coordinator
EDUCATION & TECHNOLOGY SKILLS
- Psychology, Classical History & Biology
- Certified, Cisco Sales
- Microsoft Office, Zoom, RingCentral, Slack Teams, Google Drive, OneDrive, Adobe Suite, Canva, Meraki VPN, Cisco AnyConnect VPN, Remote Desktop, Salesforce, ConnectWise, LabTech, ZenDesk, Harves,t ScreenConnect, Trend Micro Antivirus, CoStar/LoopNet/Xceligent, LexisNexis, RealINSIGHT, Google Earth
