Annalea here, just started on JobzMall. Eager to learn and grow within this community.

• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and executive management team with related direct reports.
• Performed root cause analysis in deficient areas to identify and resolve central issues.
• Enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Boosted team performance with enhanced employee evaluation processes.
• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Created and implemented strategies for improving operational efficiency and accuracy.
• Assisted various departments with change by communicating new improvement plans and expectations.
•

Operations Manager

• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and executive management team with related direct reports.
• Performed root cause analysis in deficient areas to identify and resolve central issues.
• Enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Boosted team performance with enhanced employee evaluation processes.
• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Created and implemented strategies for improving operational efficiency and accuracy.
• Assisted various departments with change by communicating new improvement plans and expectations.

Executive Assistant to C-Suite, Operations Manager

• Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
• Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
• Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
• Collaborated with cross-functional departments to formulate product and process improvement

Executive Assistant, Customer Support Manager

• Monitored KPIs, completed quality assurance reviews of calls, chats + emails for customer support agents, managed time-off requests, timecard review and submissions [weekly], and employee HR-related concerns.
• Established and monitored customer service standards by employing comprehensive benchmarks for team of 15 customer support agents.
• Identified trends to effectively manage SLA times, reduce problem tickets and suggest solutions to upper management with weekly meetings.
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
• Maintained knowledge and staff education regarding bugs + technical issues to properly manage inbound customer service tickets.
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Trained + mentored Customer Support

Customer Support Supervisor

• Developed and filed polished legal documents, including managing the initial review + draft processes for design patents, complete patent filings through USPTO [domestic and international], proofread + return edits for completion of patent filings.
• Conferred with managing partners, clients, designers, USPTO, and legal secretaries to manage + track case information.
• Kept up-to-date on patent filing lifecycle by frequently reviewing records, reporting findings to attorneys.
• Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
• Established law library database accuracy by maintaining legal records to regulate disparities and perform updates.
• Assisted partners by maintaining and growing firm's local presence within community.
• Maintained docket and calendars for 4 attorneys, noting deadlines for responsive pleadings, motions and other important deadlines.

Annalea Thompson

#1 Video-Talent Marketplace

Ready to discover your perfect career?