Aymie Timberlake, Operations Manager

About

Highly versatile professional with experience in relationship management, productivity improvement, quality control, time management and end user support. Communicates and facilitates concepts in a clear and concise manner to attract target audience. Dedicated to building loyalty and rapport across diverse organizations. I have 15+ years of professional experience in operations management, productivity improvement, project coordination, quality control, time management and end user support. I excel in providing an organized and efficient approach to completing requested deliverables. I enjoy creative problem solving and have a strong attention to detail. I am dedicated to building loyalty and rapport across diverse organizations. I am aiming to leverage my valuable skills to pursue a new and rewarding career opportunity in a fully remote position..

Experience

Evoke Create

Dec 2021 – Dec 2023

Operations Manager

Internally assisted teams in coordination and tactical execution of advertising for clients. Played a key role in the life cycle of engaging digital tactics for healthcare advertising. Thrived on getting tactics done with immediacy, creativity, and efficiency. ● Coordinated and managed a full range of digital deliverables (email, web banners, websites, Veeva, social media) through final delivery. ● Prepared and ensured quality control for digital tactic submissions. ● Liaises with client operations colleagues to ensure projects route compliantly and efficiently through multiple systems. ● Partnered with vendors to ensure projects deploy accurately and compliantly. ● Partnered with internal teams as needed to create unique solutions as needed.

Capital One

Oct 2013 – Dec 2021

Senior Operations Production Coordinator

Provided administrative support to drive efficiency, identify areas of opportunity, advocate and implement seamless process improvements across five lines of business. ● Flawlessly executed project management activities by taking accountability for outlines, scope, deliverables and schedules. ● Supported new hire and internal transfer onboarding by ensuring users were setup with the appropriate system access. ● Created process documentation on resolving common department concerns to ensure all associates received a uniform service experience. ● Streamlined processes for investigating and resolving concerns, increasing associates productivity and reduced departmental downtime by 37%. ● Researched and executed cost effective measures to provide associates with vital equipment for their job role while reducing inventory strain and shipping costs. ● Facilitated cross-functional team meetings by preparing reports, Excel/Google spreadsheets, and PowerPoint decks. ● Assessed staffing forecasts to process schedule adjustments and schedule change requests. ● Provided first level support for basic troubleshooting of application and system issues.

Capital One

Jul 2012 – Oct 2013

Senior Frontline Specialist

Provided supervisor support to remote call center associates regarding investigating complex account questions concerning transactions, rewards, payments, finance charges and balance transfers. ● Created committee to promote diversity and inclusion, orchestrated team building events to boost department morale, increase job satisfaction and reduce turnover. ● Lead weekly meetings to provide feedback and support on improving the customer experience.

Capital One

Jul 2011 – Jul 2012

High Value Servicing Agent

Provided first level support to customers who had substantial account concerns regarding credit card usage, travel, unfamiliar charges and rewards activity. ● Consistently exceeded quality assurance metrics and received outstanding service award.

Alpine Access

May 2010 – Jul 2011

Customer Care Agent, Tech Depot

Assisted businesses in locating products to suit their specific need. Provided support placing phone orders, checking order statuses and submitted return requests. ● Exceeded quality assurance and customer service index metrics by over 10%.

Alpine Access

Apr 2008 – May 2010

Customer Care Agent, Office Depot E-Commerce

Handled exclusive accounts which required offering discounts, cross selling and placing orders. Answered questions regarding rewards membership program, updated existing customer information and enrolled new customers. ● Recognized for surpassing sales goal for 3 consecutive quarters.

Education

Strayer University

Jan 2006 – Apr 2010

Bachelors of business administration , Marketing and Human Resources

Aymie Timberlake

Operations Manager

Skills

Languages