Susan Pereira
Garden grove
Summary
Accomplished Chief Operating Officer at Melmarc Products, adept in operations management and executive leadership. Spearheaded transformative strategies, achieving significant cost savings and enhancing customer satisfaction. Excelled in cross-functional teamwork and strategic planning, fostering a culture of accountability and performance excellence. Proven track record in boosting employee engagement and retention.
Results-driven operational professional with strong history of optimizing business processes and leading diverse teams. Adept at implementing strategic improvements and fostering culture of continuous development. Known for reliability, adaptability, and keen focus on delivering tangible results through effective collaboration and leadership.
Overview
24
24
years of professional experience
Work History
Chief Operating Officer
Melmarc Products
03.2022 - 06.2024
- Guided teams through periods of significant change by providing clear communication and decisive leadership during transitions.
- Negotiated contracts and agreements to secure favorable terms and maximize profits.
- Streamlined operations by implementing efficient processes and systems, leading to increased productivity and cost savings.
- Enhanced company reputation by establishing strong relationships with clients, partners, and stakeholders.
- Ensured regulatory compliance by developing policies in line with industry best practices to mitigate risks associated with legal or ethical violations.
- Improved employee satisfaction and reduced turnover through the development of effective training programs and performance management systems.
- Drastically reduced employee turnover by developing comprehensive talent management and employee engagement strategy.
- Enhanced customer satisfaction with overhaul of customer service protocols, ensuring seamless and personalized user experience.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
Executive Director of Operations
Melmarc Products
04.2017 - 03.2022
- Optimized facility layouts for maximum efficiency, improving workflow and decreasing overhead expenses related to wasted space or resources.
- Collaborated with sales teams to analyze market trends and develop targeted strategies for driving revenue growth in key segments or regions.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
- Established clear expectations for team members, promoting accountability for delivering exceptional results within designated timelines.
- Built strong relationships with stakeholders by effectively communicating strategic objectives and providing regular updates on progress.
- Collected and interpreted key metrics to determine which programs met desired outcomes or required further streamlining for success.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Operations Manager
Melmarc Products
08.2009 - 04.2017
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
Customer Service Manager
Melmarc Products
07.2000 - 08.2009
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Education
Bachelor of Science - Digital Business Management
California State University, Long Beach
Long Beach, CASkills
- Operations management
- Cross-functional teamwork
- Strategic planning
- Process improvement
- Executive leadership
- Human resources management
- Cross-functional collaboration
- Cost savings and reduction
Timeline
Chief Operating Officer
Melmarc Products
03.2022 - 06.2024
Executive Director of Operations
Melmarc Products
04.2017 - 03.2022
Operations Manager
Melmarc Products
08.2009 - 04.2017
Customer Service Manager
Melmarc Products
07.2000 - 08.2009
Bachelor of Science - Digital Business Management
California State University, Long Beach
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