Catherine Gillikin
Chesapeake,NV
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
Work History
Operations Manager
315-Logistics
08.2020 - Current
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in improved service quality.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Dispatch Supervisor
Postal Mile
08.2018 - 07.2020
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Enhanced team productivity by providing ongoing training and support to dispatch staff.
- Reduced response times with effective allocation of resources and prioritization of tasks.
- Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Reviewed standard operating procedures periodically, making recommendations for improvements based on industry best practices.
- Collaborated closely with other departments within the organization to optimize workflow processes across teams.
- Oversaw vehicle maintenance schedules, coordinating repairs as needed to minimize downtime for fleet vehicles.
- Directed dispatching, routing, and tracking of 40 fleet vehicles.
- Supervised team of 80 employees and provided training focused on maximizing overall performance.
- Determined number of man hours required to complete assignments after reviewing scope of each project.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Utilized customer feedback to improve customer service.
Samsung Customer Service Tech Manager
Mosaic Sales Solutions
11.2017 - 07.2018
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Microsoft Certified Trainer/ Xbox Market Manger
Mosaic Sales Solutions/ Microsoft
01.2015 - 10.2017
- Enhanced technical skills of trainees by delivering comprehensive Microsoft Certified courses.
- Developed customized training materials to meet unique client needs and improve overall course effectiveness.
- Evaluated participant progress and provided constructive feedback, contributing to their professional growth.
- Conducted post-training follow-ups with participants, ensuring long-term retention of knowledge acquired during courses.
- Collaborated with the team to develop new training programs, resulting in a more diverse portfolio of offerings for clients.
- Delivered high-quality training sessions on time and within budget, maintaining strong relationships with clients.
- Maintained up-to-date knowledge on Microsoft products and certifications, ensuring relevance and accuracy in training delivery.
- Utilized various instructional methods to accommodate different learning styles for optimal understanding and retention of material.
- Increased client satisfaction through continuous improvement initiatives based on feedback from course evaluations and assessments.
- Established credibility as a subject matter expert by achieving multiple Microsoft Certifications, leading to increased demand for training services.
- Designed engaging presentations incorporating multimedia elements, enhancing learner retention rates and application of concepts learned.
- Provided mentorship to junior trainers, fostering their development into confident and knowledgeable instructors.
- Implemented hands-on exercises allowing learners to practice newly-acquired skills in real-world scenarios effectively.
- Promoted collaboration among participants during group activities encouraging teamwork essential for success in workplace settings.
- Listened to users, communicated training and translated technical information into easily understood terms.
- Maintained professional certifications by participating in ongoing learning opportunities ensuring delivery of cutting-edge instruction to clients.
- Prepared and delivered instructor-led training sessions for virtual product suite.
- Installed hardware, software and digital components for customers.
- Managed tracking of administrative activities and expenses, feedback collection and training reporting.
- Advised customers about current and potential software packages.
- Provided coaching and mentoring to employees.
- Worked with vendors to customize courseware to accommodate business needs.
Education
No Degree -
Arizona State University
Tempe, AZ2023
High School Diploma -
Lake Placid High School
Lake Placid, FL06.1999
Skills
- Data Archiving
- Multi-Unit Operations Management
- Project Management
- Contract Development
- Workflow Planning
- Strategic Partnership
- Policy and Procedure Implementation
- High-Pressure Environments
- Staff Management
- Staff Training
- Process Improvement Strategies
- Team Leadership
Timeline
Operations Manager
315-Logistics
08.2020 - Current
Dispatch Supervisor
Postal Mile
08.2018 - 07.2020
Samsung Customer Service Tech Manager
Mosaic Sales Solutions
11.2017 - 07.2018
Microsoft Certified Trainer/ Xbox Market Manger
Mosaic Sales Solutions/ Microsoft
01.2015 - 10.2017
No Degree -
Arizona State University
High School Diploma -
Lake Placid High School
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