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Manager of Operations Resume
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| Desired Industry: Management |
SpiderID: 22759 |
| Desired Job Location: Toronto, Ontario |
Date Posted: 9/24/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 10/06/2008 |
| Desired Wage: 80000 |
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U.S. Work Authorization: No |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: Yes |
Objective:
Experienced call center professional offers the following key
strengths:
* Six years of call center management, encompassing a wide range of
duties and projects undertaken in a fast-paced environment with
limited resources.
* Proven ability to lead an organization comprised of thousands of
employees in multiple locations and control annual expenditures of
millions of dollars.
* Extensive experience with operational management, customer
service, finance, training, communications, reporting, and sales.
* Enthusiastic leadership of projects that significantly enhance
current operational performance.
* Driving force in managing diverse special projects that require
interdepartmental cooperation and the support of sponsors for
budgetary resources.
Experience:
Manager of Operations / Project - Vendor Management Department
10/02 - Present
Rogers Communications - Toronto, Ontario
Lead team of managers to direct an organization of up to 5,000
employees, located in 16 call centers, to respond to more than 16
million incoming calls per year. Control an annual operating budget
of nearly $100 million.
* Gain the cooperation and support of business operations and
outsourced partners to develop innovative solutions and alternatives
to satisfy customer needs and meet business objectives.
* Identify and evaluate potential process and data integrity
improvements based on budgeted resources and urgency of needs.
* Pursue opportunities to streamline operational processes within
new project implementations and process re-engineering efforts.
* Establish regular communications with the business stakeholders
to maximize project benefits in partnership with the project team.
* Ensure continuous change management and knowledge transfer are
executed throughout the project lifecycle and to the appropriate
teams.
* Bring prompt resolution to issues having the potential to
jeopardize performance or ability to meet agreed upon deliverables.
* Coordinate available resources to plan, deploy, and evaluate best
practices and processes for continuous improvement, positive
outcomes, and sustainability.
* Recommend business opportunities, systems and processes, and
improvements in operations by assessing current practices,
identifying gaps, and engaging appropriate parties.
* Identify and evaluate function of new and convergent technologies
supporting business strategies and optimization goals.
* Enhance financial processes based on statement of work (SOW),
master service agreement (MSA), service level agreement (SLA), and
business requirements documents (BRDs) to ensure all invoicing
matters are handled accurately and efficiently.
* Facilitate employee career development by establishing action
plans, department exchange programs, and progress charting for short
and long-term goals.
Selected Accomplishments
* Integrated 10,000 non-employees into employee systems enterprise-
wide, increasing reporting capabilities and improving the integrity
of security.
* Managed 12 team members to complete a $300K cross-functional
interval compliance reporting project; improving data acquisition,
data manipulation, and data quality assurance processes.
* Re-engineered financial and procurement processes, decreasing
departmental manpower hours by 70% and reducing rejections by 95% to
facilitate the processing of up to 16 million monthly transactions.
* Drove the increase in departmental utilization with confirmed
call handling percentage of up to 70%, while department grew from 800
employees at 6 locations to 5,000 employees at 16 locations.
* Led a successful $500K pilot project to determine the cost
effectiveness of offshore personnel to perform non-customer facing
tasks.
Manager - Retail 5/01 - 8/02
The Telephone Booth - Windsor, Ontario
* Managed all aspects of store operations to achieve targeted sales
and high levels of customer service and support.
* Recruited and hired candidates for various open positions.
* Trained, motivated, and managed employees to perform in the
desired manner.
* Controlled inventory and managed payroll budget.
* Collaborated with District Manager on marketing, promotions, and
other management matters.
Manager - Retail 9/99 - 5/01
RADIO SHACK / ROGERS EXPRESS - Windsor, Ontario
* Analyzed stores performance indicators against goals and
developed action plans to improve results.
* Monitored several key business components: customer service,
operations, sales, staffing levels, shrink, product
flow/replenishment, merchandising and pricing accuracy.
* Developed assistant managers to ensure conformance to standards
and achievement of store financial objectives.
* Implemented new programs/initiatives to improve operational
performance.
Education:
Secondary School Diploma (OSSD), 1993
Leamington District Secondary School (LDSS)
Skills:
* Budget Management
* Change Agent
* Cost Analysis
* Customer Service
* Gap Analysis
* Operational Streamlining
* Performance Enhancement
* Problem Resolution
* Process Re-engineering
* Productivity Improvement
* Project Management
* Risk Management
* Staff Management
* Team Leadership
Candidate Contact Information:
| Name: Khammy Rattanavanh |
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| Street: - |
Phone: 416-278-1302 |
| City: Toronto |
Fax: - |
| State: Ontario |
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| Zip: M4Y 2P8 |
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| Web Site: |
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