Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Gwendolyn Midgett

Murfreesboro,TN

Summary

Dynamic and results-driven professional with a proven track record of delivering exceptional performance in CX, and Operations Management. Skilled in fostering strong client relationships, driving revenue growth, and exceeding sales targets through strategic planning and effective communication. With combined 15+ years of specialized experience in Customer Experience and Operational Management. Dedicated to reaching company objectives and delivering exceptional customer solutions. Resourceful problem solver who excels at high-pressure situations, competent in helping with a diversified client base.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Manager

AC Hotel Brentwood
01.2023 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at the workforce to meet dynamic industry demands.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Assisted in recruiting, hiring and training of team members.
  • 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.
  • Interacted well with customers to build connections and nurture relationships.

Operation Manager, Merchant Services

FLEETCOR
01.2022 - 01.2024
  • Led a team responsible for contract management, onboarding new clients, updating pay codes, and other key aspects of payment processing.
  • Implemented streamlined processes that improved efficiency and accuracy, resulting in a 20% reduction in processing time.
  • Developed and implemented training programs for new team members, resulting in a 30% increase in onboarding efficiency.
  • Collaborated with cross-functional teams to identify and address operational challenges, ensuring seamless operations and customer satisfaction.
  • Conducted regular performance evaluations and provided coaching and feedback to team members to enhance productivity and job satisfaction.
  • Monitored and evaluated calls to ensure established quality standards are adhered to consistently.
  • Interacted with central workforce teams to ensure proper staffing alignment.
  • Acted upon department personnel issues including performance reviews, counseling, and progressive disciplinary actions as needed.
  • Collaborated with Human Resources during the recruiting, interviewing, onboarding, and offboarding of associates.

Quality Assurance & Training Coach

HiTouch Business Services
01.2019 - 01.2022
  • Administered customer satisfaction surveys, interviewing customers directly to gather feedback on service quality and suggest or implement procedural adjustment.
  • Reduced recurring customer complaints through root cause analysis and targeted solution development.
  • Partnered with executive leadership to shape objectives, scope, approach, and resources to establish quarterly Process Improvement (PI) initiatives.
  • Coached a team of change experts across multiple business units, directly responsible for the successful delivery of continuous improvement projects worth over 5M in annual cost savings benefits.
  • Created strategic relationships with stakeholders to drive PI innovation through upstream and downstream root cause analysis.
  • Communicated monthly, quarterly, and yearly trend reports to executive leadership through business reviews, creation of reports, and analysis of customer experience data.
  • Evaluated, measured, and reported on strategic effectiveness and ROI for overall program efforts.
  • Acted in a consultative capacity to provide learning and development best practices across the organization, working with cross-functional leaders to identify gaps in service and opportunities to improve the customer experience.

F.C.R. Lead

HiTouch Business Services
01.2013 - 01.2019
  • Implemented a strategic customer retention plan, resulting in a >10% churn reduction for 4 consecutive quarters.
  • Provided feedback, motivation, and guidance to aid representatives in attaining their key measures of success.
  • Tracked, analyzed, and documented results on individual/team level performance and established necessary action plans to remediate issues that impact goal attainment.
  • Provided feedback regarding performance issues and made recommendations on applicable training opportunities.
  • Assisted with communication of key learning initiatives and business updates through team meetings, huddles, e-mail, and one-on-one coaching sessions.
  • Standardized workflows when engaging customers to ensure consistent, white-glove customer interactions, increasing customer satisfaction by 20%.
  • Achieved a 33% increase in associate satisfaction by creating procedural documents and identifying process improvements for multiple business units.
  • Created a report of customer service improvement opportunities and resulting in a 15% reduction in CSR errors.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.

Education

Bachelor of Science - Communications

International Academy of Design And Technology
Memphis, TN
01.2008

Skills

  • Project Management
  • Process Optimization
  • Enhanced Customer Experience
  • Ability to drive revenue growth and achieve sales targets
  • Strategic Communication
  • Conflict Resolution
  • Cross-functional Collaboration
  • Client Relative Relations
  • Salesforce
  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Documentation and reporting
  • Relationship building
  • Strategic planning
  • Operations management
  • Project management
  • Cross-functional teamwork
  • Customer relationship management (CRM)
  • Staff development
  • Shift scheduling
  • Policy implementation
  • Conflict resolution
  • Schedule preparation
  • Budget control
  • Expectation setting
  • Emergency response
  • Brand management
  • Clear communication
  • Employee onboarding
  • Policy and procedure development
  • Inventory management
  • Teamwork and collaboration
  • Positive attitude
  • Attention to detail
  • Multitasking
  • Excellent communication
  • Organizational skills
  • Hiring and training
  • Customer relationship management
  • Staff training
  • Problem-solving

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Supervised staff members.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

  • CAP - Certified Administrative Professional

Timeline

Operations Manager

AC Hotel Brentwood
01.2023 - Current

Operation Manager, Merchant Services

FLEETCOR
01.2022 - 01.2024

Quality Assurance & Training Coach

HiTouch Business Services
01.2019 - 01.2022

F.C.R. Lead

HiTouch Business Services
01.2013 - 01.2019

Bachelor of Science - Communications

International Academy of Design And Technology

Similar Profiles

CREATE PROFILE
Gwendolyn Midgett