Emma Donnelly
Operations Director
Salisbury,MA
Summary
Reliable Operations Director skillful in developing and implementing policies, procedures and plans to enhance company activities. Successful background growing revenue, allocating resources and coordinating plans by utilizing excellent verbal and written communication, program management and team leadership abilities gained during a 17-year career in Commercial Facilities Management, specifically in the healthcare division. Versatile and innovative, skilled at seeing "big picture" while still also focusing on details. Adept at making forward-thinking decisions based on real-time operational data and in-depth market understanding.
Overview
17
17
years of professional experience
Work History
Operations Director
CBRE
Cambridge, United States
01.2020 - Current
- Oversees day-to-day operations of account business, including finance team, administrative staff and 24/7 Call Center
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Implemented equipment to eliminate production bottlenecks, boosting productivity and ensuring earlier completion date.
- Managed and reported organizational finances.
- Led, supervised and provided strategic direction for workforce of 70+ employees.
- Coached and mentored employees and offered constructive feedback for performance improvement.
Business Operations Manager
CBRE
Cambridge, MA
01.2016 - 01.2020
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Recruited, hired, mentored and trained staff on business procedures, policies, duties and customer care methods.
- Worked in tandem with Managing Director to better understand business process and initiate improvements, helping company achieve goals.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Assistant Facilities Manager
CBRE
Cambridge, MA
01.2011 - 01.2016
- Evaluated facility operations and personnel for safety and health regulations compliance.
- Supervised staff in day-to-day activities.
- Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
- Conducted inspections of facility grounds, external structure, systems, and equipment.
- Tracked and documented operational and financial records to perform analysis of performance and costs.
- Ordered, maintained and distributed supplies and inventory.
- Prepared reports and schedules with accuracy.
- Developed and oversaw budgets for facilities and worked within cost restraints.
Tenant Services Coordinator
CBRE
Cambridge, MA
10.2004 - 01.2011
- Maintained positive relationships with tenants and vendors by using active listening and effective interpersonal talents.
- Promoted positive company and owner relationships through proactive attention to concerns.
- Administered property-related budgets, reviewed invoices and tracked costs.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served as point of contact for internal and external customers seeking support and information.
- Assisted with meetings and conference room reservations.
- Prepared reports and schedules with accuracy.
Education
High School Diploma -
North Andover High School
North Andover, MA06.2002
Skills
- Verbal and Written Communication
- Business & Team Leadership
- Goal Setting
- Focus and Follow-Through
- Decision Making
- Customer Service Management
- Originality and Creativity
- Problem Anticipation and Resolution
- Records Organization and Management
- Finance and Accounting Oversight
Music Performance
I am a classically trained flute and piccolo player, playing in several theater organizations across the state. I am the current Orchestra Manager for the Lowell House Opera company, utilizing and applying my professional skills to my personal life and hobbies.
Timeline
Operations Director
CBRE
01.2020 - Current
Business Operations Manager
CBRE
01.2016 - 01.2020
Assistant Facilities Manager
CBRE
01.2011 - 01.2016
Tenant Services Coordinator
CBRE
10.2004 - 01.2011
High School Diploma -
North Andover High School
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