Ursala Ragland
Snellville
Summary
Knowledgeable Desired Position with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Seasoned Operations Manager and talented leader with Number years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
24
24
years of professional experience
Work History
Operational Manager
Walmart
02.2023 - Current
- Improved team productivity through effective communication, training, and performance evaluations.
- Managed budgets for multiple projects, ensuring timely delivery and cost control.
- Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
- Developed strong relationships with vendors, resulting in better pricing negotiations and improved service levels.
- Collaborated with executive leadership to develop strategic plans aimed at achieving long-term organizational growth and success.
- Optimized inventory management strategy through accurate forecasting and demand planning methodologies.
- Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
- Streamlined operational processes by implementing efficiency improvements and reducing waste.
- Played a pivotal role in enhancing overall operational excellence by identifying inefficiencies within existing systems/processes and implementing targeted interventions.
Licensed Insurance Agent
TTEC
07.2022 - 02.2024
- Pursued continued professional development through insurance workshops, course and webinars.
- Exceeded company sales goals for new policies.
- Offered policy guidance and management to promote asset protection.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Responded to customer inquiries and problems to promote great service.
- Analyzed customer needs and provided best options, upselling products and services.
- Researched insurance plans to find good options for clients' needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
- Pursued new clients through various marketing strategies to grow existing portfolio of policyholders.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Developed fact-finding interviews to determine need for coverage.
Freight Broker Agent
Ragland & Hunter Trucking Inc
04.2016 - 05.2022
- Determined shipping methods and prepared bills of lading, invoices and other shipping documents.
- Inspected and counted items received and checked against invoices or other documents while recording shortages and rejecting damaged goods.
- Installed protective bracing, padding and strapping to prevent shifting and damage to items during transport.
- Retrieved stored items and traced lost shipments, when necessary.
- Implemented strategic shipping policies to achieve long and short-term sales targets.
- Inspected received items to reconcile against invoices to record shortages and reject damaged goods.
- Estimated freight and postal rates to track shipment costs and weights.
- Directed cargo loading to monitor even distribution of weight.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Customer Service Team Leader
Apple
04.2014 - 05.2020
- I am a team lead customer service agent Tier 2. I do advance trouble shooting on any Apple device as well as screen repair and computer repairs.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Stayed abreast of latest software developments to enhance job knowledge.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Demonstrated advanced product knowledge to solve customer issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Maintained up-to-date case documentation for future reference.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Managed customer system updates, informing clients of installation progress stages.
Work From Home Customer Service Agent
Concentrix
03.2014 - 09.2016
- Answered inbound customer calls and responded to inquiries.
- Listened to client concerns and asked questions to better understand needs.
- Documented customer information and activity in customer database.
- Assisted with new patient registration and appointment scheduling.
- Responded to billing questions by researching information.
- Coordinated with management to maintain knowledge of policies and new offerings.
- Discussed and set up payment plans for services.
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Worked with customers while accessing, reading and inputting information into numerous applications.
- Updated information and details of calls and inquiries in customer service database for future reference.
- Maintained composure and patience in dealing with aggressive customers.
Store Manager
Kroger
05.2001 - 08.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
Education
Some College (No Degree) - Child Development
Charles Stewart Mott Community College
Flint, MILicense Insurance Agent All US States - Insurance
License
Snellville, GA10.2022
Personal Lines & Causality Insurance - Insurance
Personal Career Certification Training Institute (PCCTI)
Oak Brook, IL05.2014
Master Of Business - General Studies
Ashford University
San Diego, CA06.2009
Skills
- Freight operations
- Data evaluation
- Cross-functional collaboration
- High-energy attitude
- Technologically savvy
- Office equipment proficiency
- Business development understanding
- Fleet dispatching
- Transportation solution development
- System implementation
- Call Center Operations
- Contract development
- Employee coaching
- Promotional support
- Report generation
- Credit card payment processing
- Schedule mastery
- Inbound and Outbound Calling
- Shipping and receiving understanding
- Quality assurance controls
- Product organization
- Senior leadership support
- Microsoft Office expertise
- In-store support
- Customer relations
- Project management abilities
- Insurance Sales Strategy
- Underwriter Selection
- Policy Renewals
- Service-Oriented
- Client Prospecting
- Insurance Coverage Verification
- Claims Information Gathering
- Records Maintenance
- Policyholder Communication
- Policy Feature Explanations
- Policy Changes
- CRM Software
- Insurance Customization
- Critical Thinking
- Client Interviews
- Problem-solving
- Team leadership
- Decision-making
- Planning and implementation
- Staff training
- Staff management
Timeline
Operational Manager
Walmart
02.2023 - Current
Licensed Insurance Agent
TTEC
07.2022 - 02.2024
Freight Broker Agent
Ragland & Hunter Trucking Inc
04.2016 - 05.2022
Customer Service Team Leader
Apple
04.2014 - 05.2020
Work From Home Customer Service Agent
Concentrix
03.2014 - 09.2016
Store Manager
Kroger
05.2001 - 08.2014
Some College (No Degree) - Child Development
Charles Stewart Mott Community College
License Insurance Agent All US States - Insurance
License
Personal Lines & Causality Insurance - Insurance
Personal Career Certification Training Institute (PCCTI)
Master Of Business - General Studies
Ashford University
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