Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Peter Conca

Summary

I am an agile Operations Manager and talented leader with 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.

Through an array of employment, personal, and educational based experiences, I have gained a strong pedigree to drive key outcomes through an application of expertise and understanding, alongside an ability to collaborate and build rapport with an array of internal and external stakeholders.


I am seeking an opportunity to provide excellence and expertise in a role that will allow me to challenge myself, whilst furthering my career, experiences, and abilities in a professional setting.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Operations Manager

Probegroup
06.2021 - Current
  • Leadership of all Customer Service & Administrative staff, functions and metrics with 10 direct reports and cohort of 150 FTE
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Analyzed and reported on key performance metrics to senior management.
  • 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.
  • Interacted well with customers to build connections and nurture relationships.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Increased profit by streamlining operations.

Team Leader

Stellar Asia Pacific
01.2011 - 05.2021
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Assisted in recruitment to build team of top performers.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.

Customer Solutions Specialist

Stellar Asia Pacific
01.2008 - 12.2010
  • Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.

Skills

  • Problem-Solving
  • Team Leadership
  • Operations Management
  • Data Analysis
  • Operational Efficiency
  • Decision-Making
  • Project Management
  • Customer Relationship Management
  • Client Relationships
  • Process Improvement

Certification

Certificates

Certificate III in Customer Contact
Certificate IV in Customer Contact
Collect it Now Credit Management and Debt Collection Course

Senior First Aid Certificate

National Police Clearance


System Proficiencies

Microsoft Office Suite

Google Workspace

SAP - CRM

Inside by Powerfront - Webchat

BI Reporting

Genesys



References available upon request


Timeline

Operations Manager

Probegroup
06.2021 - Current

Team Leader

Stellar Asia Pacific
01.2011 - 05.2021

Customer Solutions Specialist

Stellar Asia Pacific
01.2008 - 12.2010

Similar Profiles

CREATE PROFILE
Peter Conca