Operations Manager
Elevated to lead Client Services and org-wide Operations following successful transformation and process improvements across client services function in dispatcher role.Reported to President and tasked to oversee HQ team and satellite Center City team; directed group of 13 FTE and 12 PTE, running Managers and Associates. Delivered Client Services across Mid-Atlantic region with continuous management in Boston, New York, Washington D.C., Baltimore, and Philadelphia; also managed… Show more Elevated to lead Client Services and org-wide Operations following successful transformation and process improvements across client services function in dispatcher role.Reported to President and tasked to oversee HQ team and satellite Center City team; directed group of 13 FTE and 12 PTE, running Managers and Associates. Delivered Client Services across Mid-Atlantic region with continuous management in Boston, New York, Washington D.C., Baltimore, and Philadelphia; also managed global delivery and negotiated international contracts for external partner teams. Developed advanced client program, creating compliant communications and onboarding with client-side Admin, Partner, and Operations divisions; acted as senior client contact. Designed new routing system to scale business operations while maintaining headcount; grew client delivery and revenue by 20% to 22,000 service contracts, annually. Managed CRM and ran technology solutions including PSToolbox, Microsoft Office (Excel), Apache Open Office, and HP systems. Show less
