Charlene Armendariz
Rancho Cucamonga,CA
Summary
Dynamic leader and strategic problem-solver dedicated to optimizing operations for cost reduction and improved organizational efficiency. Proven ability to leverage independent decision-making skills and sound judgment to drive impactful results. Track record of fostering collaborative environments that empower teams and elevate performance. Passionate about implementing innovative solutions that contribute to overall company success.
Overview
14
14
years of professional experience
Work History
Director of Operations
SmartPay Technologies
06.2025 - Current
- Lead strategic operational transformation, drive modernization through automation, lean process design to strengthen scalability, efficiency and customer experience.
- Build and direct high performing internal and vendor teams accountable for meeting core KPIs relative to call handling and collection efforts.
- Oversee documentation of SOPs and workflows across departments, ensuring compliance and continuity.
- Partner cross functionality with Technology, Finance, and Client Success to operationalize data driven decision making, establish performance cadences, and align with corporate goals around business continuity and client stability
- Champion a culture of continuous improvement and accountability, mentoring emerging leaders
Senior Operations Manager
SmartPay Leasing
03.2018 - 01.2025
- Risk & Fraud monitoring
- Oversee and manage call centers for internal and external clients
- Operational support for national field team
- Analyze data to improve sales operational processes
- Collaborate and strategize with key partners internally to improve operational processes and support
Field Account Manager
SmartPay Leasing
02.2016 - 03.2018
- Managed and maintained approximately 2,000 accounts throughout Southern California
- Provide product and sales training
- Build positive relationships to further acquire and retain business partners
- Liaising with upper management ensuring sales targets are met and exceeded
- Responding to customer enquiries when needed
- Work with marketing team to deliver improvements in brand engagement scores across different territories
General Manager
Verizon Wireless
12.2013 - 12.2015
- Managed multiple job titles including Operations, Sales Representatives, Customer Service Associates, Assistant Managers, Inventory specialist and Temporary employees
- Develop train and coach sales team to improve performance results
- Acquire and retain customers
- Manage inventory and sales operations within compliance of assigned location
- Assist in opening multiple new store locations as assigned
- Develop and monitor sales goals
Assistant District Manager
Verizon Wireless
01.2012 - 01.2013
- Managed leading sales district in Southern California
- Responsible for all Operations, compliance adherence and auditing of stores within assigned district.
- Developed managers to improve sales performance in multiple locations
- Responsible for the sales productivity and KPI’s of several retail stores
- Manage and forecast sales trends
- Manage staffing for district
- Initiate developmental plans to narrow competency gaps
Education
B.S. - Business Administration & Management
University of Phoenix
Phoenix, AZ01.2018
Skills
- Team leadership
- Client relationship management
- Human resources management
- Business development strategy
- Effective communication
- Client loyalty strategies
- Effective sales negotiation
- Asset Management
- Effective team management
- Employee Development
- Sector expertise
- Strategic planning
Timeline
Director of Operations
SmartPay Technologies
06.2025 - Current
Senior Operations Manager
SmartPay Leasing
03.2018 - 01.2025
Field Account Manager
SmartPay Leasing
02.2016 - 03.2018
General Manager
Verizon Wireless
12.2013 - 12.2015
Assistant District Manager
Verizon Wireless
01.2012 - 01.2013
B.S. - Business Administration & Management
University of Phoenix