Heading Business Operations

Managing operations teams for various customer accounts and responsible for exploring Upselling and Cross-selling opportunities across publishing services.

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.• Devised processes to boost long-term business success and increase profit levels.• Introduced new methods, practices, and systems to reduce turnaround time.• Identified and resolved unauthorized, unsafe, or ineffective practices.• Set, enforced, and optimized internal policies to maintain responsiveness to demands.• Developed and maintained relationships with external vendors and suppliers.• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.• Directed initiatives to improve work environment, company culture or overall business strategy.• Led hiring, onboarding and training of new hires to fulfill business requirements.• Developed and implemented strategies to maximize customer satisfaction.• Supervised operations staff and kept employees compliant with company policies and procedures.• Managed inventory and supply chain operations to achieve timely and accurate delivery of services.• Trained new employees on proper protocols and customer service standards.• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.• Trained and guided team members to maintain high productivity and performance metrics.• Interacted well with customers to build connections and nurture relationships.

• Achieved project deadlines by coordinating with contractors to manage performance.• Met project deadlines without sacrificing build quality or workplace safety.• Planned, designed, and scheduled phases for large projects.• Managed projects from procurement to commission.• Developed and initiated projects, managed costs, and monitored performance.• Identified plans and resources required to meet project goals and objectives.• Provided detailed project status updates to stakeholders and executive management.• Monitored project performance to identify areas of improvement and make adjustments.• Prepared and submitted project invoices for review and approval.• Coordinated with cross-functional teams to resolve project issues and mitigate risks.• Maintained open communication by presenting regular updates on project status to customers.• Analyzed project performance data to identify areas of improvement.• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.• Tracked project and team member performance closely to quickly intervene in mistakes or delays.

• Monitored employee productivity and optimized procedures to reduce costs.• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.• Developed and maintain operational guidelines for staff.• Taught employees how to collaborate on daily job tasks and achieve service targets.• Coordinated with General Manager in different operational issues and promotional activities.• Supervised operations team to support operational excellence and excellent customer service.• Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.• Communicated with customers to assess satisfaction with products and services received.• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

• Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.• Created and maintained schedules and provided internal support for manufacturing teams.• Assisted with budgeting and accounting of production-related tasks.• Liaised with production manager, suppliers and vendors to support production needs.