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Robert J. Nelson |
 |
Seeking a position as a …
* Director of
Operations/Operations Manager *
Providing Exceptional Skills
And Experience To Any Organization From Day One
Top–performing, solutions–driven manager
with 10+ years’ experience leading organizations through change,
revitalization, turnaround, and accelerated growth. Personally credited with
driving significant gains in revenues and bottom–line profits through strategic
planning and leadership. Decisive and results–oriented with outstanding
negotiation and crisis management skills. An engaging, professional
communicator with the ability to put others at ease, quickly building
relationships based on mutual trust and benefit. Dedicated professional committed to meeting
and exceeding goals and objectives.
Professional
strengths include:
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Ÿ
Productivity and
Process Improvement
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Organizational Management
Ÿ
Team Management
Ÿ
Employee Reviews
and Evaluations
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Quality Assurance
Training |
Ÿ
Customer Relationship
Management
Ÿ
Team Development
and Training
Ÿ
Building and maintaining
professional relationships
Ÿ
Budget and Inventory
Management
Ÿ
Supply Management
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Strategic Planning
Ÿ
Sales and Marketing
Experience
Ÿ
Contract Negotiations
Ÿ
Human Resource Experience
Ÿ
Communications
Ÿ
Detail oriented |
Professional Experience
* Director of Operations *
| SINI Information Systems and Management Consultants, Inc, Yourtown, MS | 8/94 – Present |
Vehicle Insurance Inspection Processing Division
§
Business
Operations Director for an NYSE listed $3.8 billion company with over 25,000
employees. Manage daily operations with
8 managerial and 32 non-managerial direct reports involved in site management,
call center management, customer service, data entry operations and shipping.
§
Achieved
a sustainable 25% increase in annual sales and customer contracts by working
directly with decision-makers at insurance companies, negotiating new contracts
and generating new customers.
§
Reduced
operational costs by 30% by adjusting staffing levels to meet operational
requirements while maintaining a high degree of customer service and
satisfaction through team development and training.
§
Manage
distribution and shipping of inspection materials for 5 states and Ontario,
Canada.
§
Reduced
inspection site to client turnaround time from 7.6 to 3.8 days by increasing
communications and better site-level employee training and development. Inspections go from site to CGI office to
client (insurance company).
§
Supervised
the development and implementation of divisional procedures in accordance with ISO9001
standards and requirements.
§
Developed
and implemented a standard and formal site performance measurement tracking and
reporting system.
§
Monitor
all aspects of quality requirements for the automobile inspection process to
ensure that state legal requirements are met.
§
Developed,
implemented, trained team members and supervised the customer service
department call center dedicated to meeting and exceeding customer needs and
expectations.
§
Implemented
a digital photography alternative to the inspection process which replaced the
Polaroid system for photographing vehicles.
§
Manage
employee relations, hiring, training and performance appraisal systems. Supervise all activities involving account
maintenance, billing and quality assurance.
§
Responsible
for all aspects of inventory control and supply purchasing for the office.
§
Perform
financial analysis and present monthly financial data to Senior Management.
§
Planned,
developed and implemented an inspection network of 1500 locations in the states
of New York, New Jersey and Florida.
* Site Manager *
SINI Information
Systems and Management Consultants, inc. (Continued)
§
Managed
and supervised an inspection site network consisting of 1200 locations in
Massachusetts and Rhode Island.
Responsibilities included setting up and processing new accounts,
training and maintenance of the network and written and verbal updates to
clients.
§
Supervised
and managed all aspects of Quality Control involving accurate and well trained
inspectors, quality photographs and reliable information.
§
Managed
the editing, printing and distribution of inspection site lists to over 5000
insurance agents in the two states.
§
Trained
inspection site teams on company procedures, monitored their performance and reported
to upper management.
§
Supervised
the development and implementation of an automated communications system that
assisted customers in locating inspection sites.
§
Expanded
the site network by 30% to manage the growing customer demand and expanding
client base. Responsible for identifying
potential sites, signing up sites and providing training to employee teams.
§
Traveled
from site to site to perform quality checks and monitored site operations to
ensure that customer satisfaction is maximized.
Computer Skills
Proficient in the use of Microsoft
Office, SQL databases, Lotus, JD Edwards the Internet and email.
Education
Saint Anselm College, Manchester,
New Hampshire
Bachelor of Arts in Business
Administration