YAO KOLE Page | 2
YAO KOLE
Silver Spring, Maryland • (240) 602-7786
Koleyao@gmail.com
Junior Project Manager – Data-Driving Decision Making
Data Analyst, Technical Project Management, Customer/Client Service & Support
Experienced in the implementation of methodologies to improve business processes, service, and quality
Business Administration graduate, experienced in operations management, project management, team leadership. Possess a strong history of successfully delivering projects, developing project plans, and leading successful teams to meet and exceed operational goals. Experience in assisting with projects of varying complexity from inception to completion. Strong qualifications in risk management, research and analysis, requirements gathering, reporting, and stakeholder relationship management. Enterprising problem-solver, adept at delving into the root cause, conducting data-driven and statistical analysis, estimating risk, and variance analysis. Advanced organizational, decision making, analytical, and communication skills.
Core Competencies
Business Process Improvement • Document Control Services/Processes • Requirements/Data Collection
Inventory/Supplies Management • Staff Training & Development • Project & Delivery Methodologies
Project Management & Tracking • Customer Service, Loyalty, & Satisfaction • Process Optimization • Quality Assurance
Data-Driven Decision Making • Stakeholder Relationships • Analytical Problem Solving
Professional Experience
CROTHALL HEALTHCARE 3/2021– present
Operations Manager
Responsible for assisting senior environment service leaders and overseeing the operational needs of my department. I coordinate tasks of front-line staff and also serve as a liaison between administration and hospital departments.
Establishes and reviews standards and work procedures for all Housekeeping staff.
Plans work and staffing schedules and areas of work to ensure adequate services are rendered.
Conducts regular inspections and makes recommendations to the facility.
Monthly reporting of goals, accomplishments, and future plans.
CLASSIC INSURANCE 1/2020 – 5/2020
Business Analyst Intern
Leveraged strong analytical, critical thinking, technical, and office support skills to effectively analyze business goals and assist in the resolution of business issues utilizing essential data and systems. Proactive and detail-oriented while working cohesively with staff to support business growth through the acquisition of new customers.
Increased sales by 17% above the department average by delivering excellent customer service to customers with claims. Monitored insurance claims to ensure a quick resolution.
Ensured the highest levels of detail, accuracy, and completion while conducting detailed research and analysis in support of operations.
LOGOH’S MOTORS, College Park, MD 9/2018 – Present
Manager
Operational strategist responsible for overseeing, leading, and directing day-to-day operations, including inventory management, customer service, and staff leadership. Managed a wide range of functions, including scheduling to meet repair service appointments, assisting with daily work routines. Challenged to turnaround a shop with declining revenue and increased customer complaints due to poor service quality and unprofessional staff.
Triggered a substantial increase in revenue and reduced customer complaints by 60% by hiring top certified mechanics and customer service representatives to deliver excellent service and improved client/customer relations.
Utilized problem management practices and processes to implement dynamic team process strategies that resulted in operational production growth and motivation.
Built, cultivated, and maintained strong relationships with the client base to increase sales growth customer satisfaction.
PIZZA HUT, Silver Spring, MD 8/2015 – 9/2018
Manager
Provided steadfast leadership and direction while leading daily operations, including inventory management, staff/team management, sales/profit generation, and operational efficiency.
Established and managed strategies and roadmap to effectively assist the General Manager in running a successful operation.
Managed customer satisfaction and ensured optimal staff level at all times to meet customer demand.
Increased weekly revenue from $8K+ weekly to $20K+ weekly by hiring new team members and conducting in-depth training on delivering exceptional customer and quality service.
Led the store to receive an award for the best performing store in the North East.
Decreased customer complaints by 80% by taking the hands-on approach in training the team to increase satisfaction and decrease customer complaints.
Education & Certifications
TOWSON UNIVERSITY, Towson, MD, 5/2020
Bachelor of Science, Business Administration
Concentration in Project Management and Business Analysis
Courses Included:
Business Analytics, Advanced Project Management, Business Communication,
Organizational Leadership, Business Law, Project Quality and Six Sigma,
Strategic Management, Business Process Management
MONTGOMERY COLLEGE, Rockville, MD, 6/2018
Associate of Arts, Business Management
Technical Proficiencies
Microsoft Office Suite (Word, Excel (Certified), Outlook, Project, and PowerPoint)
Analytics (Excel Miner, Forecasting) WordPress
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