Desiree Smith

About

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

Experience

• Head of Operations & Client Success · Skip08-01-2021 – 09-01-2023

  • 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 · Meraki04-01-2021 – 08-01-2021

  • 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 Union01-01-2019 – 02-01-2021

  • 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 America02-01-2015 – 01-01-2019

  • 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 JacksonvilleAssociate Degree, Communications

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