Desiree Smith

Operations Manager • Pensacola, FL, US

SaaS

Leadership

Customer Relationship Management

Business Strategy

Management

Analytical Thinking

Process Optimization

Process Improvement

Strategy & Business Development

Strategic Planning

Lean Six Sigma

Agile Project Management

Asana

JIRA

Salesforce

Conflict Resolution

G-Suite

Microsoft Office

Data Analysis

Business Operations

Operations Management

Project Management

Available for hire fromNegotiable

Full-Time Roles

Contracts

Where creativity and analytics meet.

Analytic and creative Project Manager and Operations Manager with 7+ years of experience in fast-paced, strategy, and results-driven companies. Highly skilled in conflict management, organization, data analysis, and Agile Project Management Methodology. I'm passionate about DE&I and social activism. I excel at building relationships with stakeholders and driving a project forward on budget and on time. I'm passionate about ensuring that my team has all the tools they need to exceed stakeholders' expectations. My goal is always to make sure everything seems seamless. I am a natural leader and self-starter who excels at taking charge of projects and initiatives. I love mentoring, public speaking, and interdepartmental collaboration to tak

Projects

Company-wide Audit to Identify and Rectify a $15,000/month Loss

I led a company-wide audit to identify any discrepancies in our revenue streams. The audit revealed a significant loss of $15,000 per month due to an error with card information. I immediately implemented corrective measures to rectify the error, which resulted in a savings of $180,000 per year. Project Responsibilities: - Identified areas of concern and developed an audit plan to address these issues. - Conducted interviews with employees from various departments to gather information on company practices. - Analyzed data and financial records to identify discrepancies in revenue streams. - Created a report detailing the findings of the audit and presented it to senior management. Project Outcomes: - Identified the root cause of the revenue loss, which was due to a data entry error in the card information system. - Developed and implemented corrective measures that reduced the loss by $15,000 per month, resulting in a savings of $180,000 per year. - Enhanced company-wide awareness of the importance of accurate financial reporting and data management. - Strengthened the company's reputation for financial responsibility and transparency. Skills Demonstrated: Leadership: Demonstrated ability to lead a company-wide audit and cross-functional teams to implement corrective measures. Financial Analysis: Conducted data analysis and financial record review to identify discrepancies in revenue streams. Communication: Developed and presented a comprehensive report detailing the audit findings to senior management. Problem-Solving: Identified and rectified the root cause of the revenue loss through corrective measures. This project showcases my ability to lead a company-wide initiative, analyze financial data, and implement corrective measures to improve the company's financial position.See More

Creation of a Company-wide Wiki for Employee Knowledge Sharing

I spearheaded the creation of a company-wide wiki to facilitate employee knowledge sharing. This initiative aimed to enhance collaboration among employees and promote knowledge sharing across departments. Project Responsibilities: - Conducted research on the best practices for knowledge sharing in organizations. - Developed a plan for the creation of the company-wide wiki, including guidelines and policies for content creation and editing. - Worked with cross-functional teams to create and curate content for the wiki. - Implemented a training program to educate employees on how to use and contribute to the wiki. - Monitored the wiki's usage and effectiveness and made updates as necessary. Project Outcomes: - Created a centralized repository of knowledge that was accessible to all employees, enhancing collaboration and reducing duplication of efforts. - Fostered a culture of knowledge sharing and learning, which led to increased innovation and productivity. - Improved employee engagement and satisfaction by providing them with the tools and resources to excel in their roles. - Increased efficiency by reducing the time employees spent searching for information. Skills Demonstrated: - Project Management: Successfully led the creation and implementation of a company-wide wiki. - Collaboration: Worked with cross-functional teams to create and curate content for the wiki. - Training and Development: Implemented a training program to educate employees on how to use and contribute to the wiki. - Innovation: Introduced a new approach to knowledge sharing that resulted in increased productivity and efficiency. This project showcases my ability to lead a cross-functional initiative, promote knowledge sharing, and foster a culture of learning and innovation. It also highlights my skills in project management, collaboration, and training and development.See More

Company-wide Training and Development Program Development

I led the development of a company-wide training and development program that aimed to enhance employee skills and knowledge across all departments. This initiative aimed to improve employee engagement, performance, and retention by providing them with the necessary tools and resources to excel in their roles. Project Responsibilities: - Conducted research on best practices for employee training and development. - Worked with subject matter experts to develop comprehensive training materials for all departments. - Developed an online learning management system to provide employees with access to training materials and resources. - Monitored the effectiveness of the training program and made updates as necessary. Project Outcomes: - Enhanced employee engagement and satisfaction by providing them with the tools and resources to excel in their roles. - Improved employee performance by providing them with the necessary skills and knowledge to meet job expectations. - Reduced employee turnover rates by providing employees with opportunities for career development and advancement. - Increased organizational efficiency by improving employee productivity and reducing errors. Skills Demonstrated: - Project Management: Successfully led the development and implementation of a company-wide training and development program. - Collaboration: Worked with subject matter experts and managers to develop comprehensive training materials and individualized training plans. - Training and Development: Developed a comprehensive training program that improved employee skills and knowledge. - Technology Management: Developed an online learning management system to provide employees with access to training materials and resources. This project showcases my ability to lead an HR initiative, collaborate with cross-functional teams, and develop effective training and development programs.See More

Client Retention Program Development through Company-wide Audit Analysis

I led a company-wide audit to analyze why clients were canceling their membership with us. The audit identified several areas of improvement, which we implemented to increase client retention by 56%. This initiative aimed to improve the company's financial performance by reducing customer churn and enhancing customer satisfaction. Project Responsibilities: - Conducted research on best practices for customer retention and loyalty. - Analyzed customer feedback and sales data to identify reasons for customer churn. - Worked with cross-functional teams to develop and implement a comprehensive client retention program. - Collaborated with top stakeholders to identify and address customer pain points. - Monitored the effectiveness of the retention program and made updates as necessary. Project Outcomes: - Increased customer retention by 56%, resulting in a significant boost in revenue. - Enhanced customer satisfaction and loyalty by addressing customer pain points and improving the overall customer experience. - Improved cross-functional collaboration and communication, resulting in more efficient and effective customer retention efforts. - Strengthened the company's reputation for customer service and satisfaction. Skills Demonstrated: - Project Management: Successfully led the company-wide audit and the development and implementation of the client retention program. - Collaboration: Worked with cross-functional teams and top stakeholders to develop and implement the retention program. - Customer Analysis: Analyzed customer feedback and sales data to identify reasons for customer churn. - Problem-Solving: Identified and addressed customer pain points through the retention program. This project showcases my ability to lead a cross-functional initiative, analyze customer data and feedback, and develop effective customer retention programs.See More

Work History

Head of Operations & Client Success

SkipAug 2021 - Sep 2023 • 2 yrs 2 mos• Led a cross-functional team of 12 direct reports. • Engineered and applied customized, interactive training programs, leading to a 30% reduction in onboarding time for new hires. • Pioneered a revised team structure, leading to a significant 40% reduction in response time and enhanced operational efficiency. • Successfully boosted client satisfaction ratings by 25% within a five-month period. • Orchestrated the successful deployment of a comprehensive CRM system, enhancing overall team productivity. • Saved approximately $180,000 in potential revenue loss through the effective resolution of an identified payment system issues.

Project Manager

MerakiApr 2021 - Aug 2021 • 5 mos• Laid off due to economic conditions; not performance related. • Coordinated the successful completion of 120 solar projects, achieving timely delivery and total client satisfaction. • Fostered cross-functional collaboration with engineering, sales, and external organizations to expedite the completion of over 10 projects per week. • Mentored 4 team members through a thorough training program, yielding a 20% increase in productivity. • Implemented Lean Six Sigma and Agile Project Management techniques for efficient issue resolutions.

Member Service Representative III - Fraud Investigation

Navy Federal Credit UnionJan 2019 - Feb 2021 • 2 yrs 2 mos• Managed and resolved approximately 3,000 weekly fraud and dispute claims, ensuring member satisfaction and maintaining the integrity of financial transactions. • Maintained a high standard of service, achieving a consistently excellent customer satisfaction rate of 98%. • Provided mentorship and guidance to 10 new agents, enhancing their understanding and effectiveness in fraud investigation procedures. • Attained a high accuracy level of 95% in halting national fraud schemes through vigilant surveillance, leading to enhanced client satisfaction.

Video Teller Operations Supervisor

Bank of AmericaFeb 2015 - Jan 2019 • 4 yrs• Supervised a team of 23 tellers, overseeing daily operations and fostering a collaborative environment to enhance productivity. • Conducted regular individual meetings with team members to ensure performance objectives were met and to provide support and guidance. • Conducted comprehensive quality assessments of team member's phone communications, ensuring adherence to company policy and standards. • Boosted team productivity by 25% by initiating novel training schemes and cultivating a supportive work atmosphere.

Education

Florida State College at Jacksonville

Associate Degree, Communications2018 - May 2020

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