1. ALLEN E RUSSELL JR
3232 Pine Haven Dr, Clearwater, FL 33761 H: (727) 698-4129 AERussellJR@gmail.com
PROFESSIONAL SUMMARY
Highly effective management professional emphasizing innovation and creativity in solving complex
problems. Energetic and results-focused with success in developing and leading diverse teams to achieve
outstanding results. As a seasoned Operations Manager, I excels at streamlining operations to decrease costs
and promote organizational efficiency.
SKILLS
Project planning and development Dependable
Organized Natural leader
Results-oriented Employee relations
Work flow planning Performance evaluations
Detail-oriented Superb time management skills
WORK HISTORY
Operations Manager / Operations Manager II, 09/2011 to 06/2016
24-7 Intouch – 16120 US Highway 19 N
Provided employees with guidance in handling difficult or complex problems or in resolving escalated
complaints or disputes.
Fostering best business practices through client relations. Developed, and Managed staff preparing work
schedules and assigning specific duties using logic and reasoning to identify the strengths and
weaknesses of alternative solutions, conclusions or approaches to problems.
Established and implemented departmental policies, goals, objectives, and procedures, conferring with
vendor management and Director of Operation, and staff members as necessary.
Determined staffing requirements, and interviewed, hired and trained new employees, or oversaw those
personnel processes.
Conducted daily and monthly analysis and incorporated findings by coordinated coaching and
developing techniques.
Reduced employee turnover by 2.5% through direct contact and personalized interaction.
Communications Manager, 02/2007 to 12/2010
Violia Transportation – Denver, Colorado
to recruit, train and supervise 20+ customer service reps and dispatchers.
Also to foster an environment in which guests enjoy high levels of service and employees are motivated to
deliver top performance.
Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due
to the success of employee-development and morale-building programs.
Served on special taskforce charged with turning around under-performing dispatchers.
Trained CSRs and supervisors, and contributed to significant improvements in guest satisfaction.
To-None Customer Service including organizing the transportation for the DNC delegates 2007.
Assistant Manager/ Supervisor, 11/2005 to 01/2007
Yellow Cab Transportation – Denver, Colorado
I advanced to increasingly responsible positions, culminating in a management role with oversight for a
24 hour call center.

2. I directed 4 supervisors and 25+ employees and managed payroll, schedules and new hire training.
Introduced training programs that enhanced employee performance and helped build a motivated
workforce.
Understanding the implications of new information for both current and future problem-solving and
decision-making.
Dedicated customer service leader with 10 years of experience in customer service and communications.
Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and
turnaround of underperforming staff.
Respected builder and leader of customer-focused teams.
Instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
Evaluated employees' job performance and conformance to regulations and recommend appropriate
personnel action.
EDUCATION
High School Diploma: 1990
El Reno H.S - El Reno, Oklahoma
Business Management