Operations Manager Resume

Desired Industry: Management	SpiderID: 17130
Desired Job Location: Washington, District of Columbia	Date Posted: 11/16/2007
Type of Position: Full-Time Permanent	Availability Date: 12/17/07
Desired Wage: 47,000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: High School/Equivalent	Willing to Relocate: No

Objective:
A position in a results-oriented company that seeks an ambitious and
career conscious person, where acquired skills and education will be
utilized toward continued growth and advancement.

Experience:
ACS, State and Local Solutions, Washington, DC July 2003 - Present
Operations Manager
Responsible for ensuring that daily work is performed on time and is efficient, accurate, and cost-effective. Provide for the completion of daily operational functions to include: Digitizing of wet film and digital review for all Capital Region Photo Enforcement projects-in compliance with quality standards and contractual requirements. Verify all downloaded violation files; print, review and mail all citations. Track the name and addresses acquisition process through tag files and report analysis. Schedule, coordinate and conduct training for staff. Develop and implement staff succession planning. Developed and document detailed procedures for all aspects of Photo Enforcement operations. Provide performance reporting to Program and Project Managers. Analyze and provide feedback and quantity and quality of work produced. Analyze feedback on performance metrics compiled by the Quality Assurance group and identify solutions. Coordinate the operational aspects of project implementations. Ensure all operational staff is in compliance with the department standards, requirements, and performance metrics. Complete annual Performance Evaluations.
� Superior attention to detail
� Strong analytical and problem solving skills
� Excellent interpersonal skills
� Excellent interpersonal skills
� Strong written and oral communication skills
� Leadership ability

ACS, State and Local Solutions, Washington, DC September 2002 - July 2003
Violations Processing Supervisor
Supervise a staff of 12 employee�s combination of full time staff and temps. Coordinate and ensure completion of the Processing Center daily functions to include: digitizing, verifying, name and address acquisitions, and printing and mailing of all events for (9) contracts (Capital Region). Ensure quality, integrity and contractual compliance of output in accordance with jurisdictional business rules. Provide over site and resource management of the processing center staff to ensure completion of daily processing goals of all Capitol Region Photo Enforcement projects. Have a clear understanding of and ensure compliance with tall Business Rules specific to each project. Ensure all cited violations are clear, accurate and complete before mailing to citizens. All issues regarding poor image quality, incorrect or incomplete Registered Owner information, digitizing error, etc. should be reported the Processing Supervisor who will communicate issues to the appropriate party. Oversee the daily printing and mailing of all approved first notices and follow up notices for each project. Monitor the accurate and timely keying of suspends on non-issuable images using designated Suspend Codes. Provide for prompt and courteous response to all client/citizen correspondence and requests. Monitor and maintain daily tracking mechanisms to assess staff performance. Consistently meet or exceed basic key Performance Standards as set forth below. Ensure staff adheres to all department policies and procedures. Coordinate with he Operations Manager to follow up with appropriate action for non-compliance. Conduct/schedule and training for new staff on a regular basis to improve quality of current work and to expand areas of knowledge. Document processing procedures, business rules and contractual requirements for all projects to be as a training tool for new and existing employees.

� Superior attention to detail
� Strong verbal communication skills
� Ability to successfully handle multiple tasks simultaneously and follow through to completion
� Possess a high degree of professionalism
� "Hands on" Supervisory style

April 2002 - September 2002
Unemployed
KEI Pearson was bought out by NCS Pearson, which in turn contracts were lost, budgets were cut and staff was reduced.

KEI Pearson, Arlington, VA June 1998 - April 2002
Sr. Customer Service Specialist
Assisted users with daily operational issues. Created and maintained user logins and passwords. Operated computer help desk assisting users with problems and solutions using Windows NT and Clientele. Replaced and upgrade the motherboards, CD-ROMs, and hard drives. Answered calls, entered data, faxed, typed, and made outbound follow-up calls. Keypunch all incoming call inquiries in our automated call tracking software that is an on-line troubleshooting and problem resolution system (Clientele). Review and edit all open and closed data for National Imaging Mapping Agency and the United States Secret Service in Clientele. Compiled a Monthly report of all incoming United States Secret Service calls using Microsoft Access and MS Word.

� Maintained trouble-ticket system to record and track user calls and e-mails.
� Reported on common problems and complaints, escalating network-wide troubles to Lead Technician.

Kajax Engineering, Inc, Arlington, VA June 1991 - June 1998
Supervisor
Supervised 10+ employees. Evaluated, reviewed and wrote staff performance evaluations. Ensured employees were at workstations and are logged on the computers and telephones at the beginning of the shift. Trained all new employees on HUDWARE application. Conducted Manager and Staff meetings. Compiled weekly reports for incoming calls using Excel. Handled Support Service Center calls that needed special attention. Prepared weekly report for Mortgage Companies that were having problems with the Upfront Mortgage Insurance Premiums on uninsured loans. Acted as backup for Senior Administrative Assistant in preparing payroll and sign-in/out logs. Assisted the Project & Deputy Project Managers with compiling together deliverable documents, as well as Monthly and Quarterly Statistical Reports using Microsoft Word and Excel. Prepared, correspondence, memorandum and letters of commendation using Microsoft Word. Assisted the Program Assistant as a contact for building personnel, copy machine, coffee supplies, vending machine, etc. Compiled daily summary report by team members of incoming calls using Excel. Conducted a Quality Assurance Audit twice a month for each employee. Reviewed daily and weekly agent reports. Monitored staff on HUD telephones for quality of service and appropriate information. Conducted daily telephone test to assure that the telephone system is operational and the staff members are answering the telephones in an efficient and professional manner.

� Managed staff of 10+ Customer Support professionals ensuring accuracy in order processing, quality customer service, professional demeanor, and proficiency with technology.
� Provided team leadership to accomplish department goals and monitor workflow.
� Proven ability to handle large volume calls in a professional and courteous manner.

Kajax Engineering, Inc, Arlington, VA October 1990 - June 1991
Customer Service Representative
Opened stamped received and batched over 800+ pieces of mail daily. Interfaced with Mortgage Companies, Lawyers, and the general public and processed 500+ calls per week concerning status and eligibility of Single Family Insurance refunds. Corresponded with callers by doing daily follow-up to make sure shipments were received. Recorded and prepared daily summary reports on the status of incoming calls. Compiled a weekly summary report of all incoming calls for 60+ employees manually.

� Proven ability to interact effectively with clients and staff at all levels.
� Maintained positive company image during difficult situations.

Education:
H.S. May, 1988
Forestville High School, Forestville, MD

Skills:
Manager/Administrator with 13 + years experience planning and directing executive-level administrative affairs and support. Combined organizational and communication skills with the ability to independently plan and manage diverse business relationships. Strong time management and problem solving skills with ability to set priorities and manage multiple tasks.

Additional Information:
Hardware and Software
IBM 3270, DELL DIMENSION XPS D300, and WYSE Terminal, Data Terminal (PC Compatible 486 computers), Voice Terminal (Digital Call Master Telephone), MS-DOS, Windows 3.0, 3.1, WordPerfect 5.1, Lotus 1.2.3. Windows 95, 98 and 2000, Microsoft Word, Excel, Windows NT, Window XP, Clientele, Internet Explorer, Microsoft Outlook, UNISYS Terminal Emulation Software HUDWARE (Windows Applications).

Reference:
Available Upon Request

Candidate Contact Information:

Name: Lesli Carter
Street: -	Phone: 301-339-3284
City: Bowie	Fax: -
State: Maryland
Zip: 20721
Web Site: