Traci Arnold
Kutztown,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Inside Operations Manager
MediaNews Group
07.2019 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Project Mgr/Circulation Customer Service Sup
The Reading Eagle Company
01.2000 - 06.2019
- Identified plans and resources required to meet project goals and objectives.
- Coordinated material procurement and required services for projects within budget requirements.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Created and maintained detailed database to develop promotional sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Conrad Weiser
Robesonia, PAReading Area Community College
ReadingSkills
- Performance monitoring
- Performance reporting
- Leadership and Team Management
- Communication Skills
- Problem-Solving and Critical Thinking
- Customer Focus
- Time Management and Organization
- Emotional Intelligence
- Adaptability and Flexibility
- Conflict Management and De-escalation
- Training and Development
Timeline
Inside Operations Manager
MediaNews Group
07.2019 - Current
Project Mgr/Circulation Customer Service Sup
The Reading Eagle Company
01.2000 - 06.2019
High School Diploma -
Conrad Weiser
Reading Area Community College
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