Colin Dube
Highland
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
28
28
years of professional experience
Work History
Operations Manager
St Joseph's Carmelite
01.2014 - 03.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
Academic/Residential Counselor
Boys Hope Girls Hope
02.2011 - 03.2014
- Reduced behavioral incidents by employing de-escalation techniques and maintaining a calm environment.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Promoted independent living skills through coaching residents in daily tasks such as meal preparation, hygiene, and budgeting.
- Developed strong rapport with residents through empathetic listening and compassionate communication strategies.
- Monitored and documented client progress toward meeting goals and objectives.
- Managed crisis situations effectively, ensuring the safety of all residents while adhering to established protocols.
- Developed and maintained relationships with community resources to provide additional support services.
- Coordinated recreational activities for residents, fostering social interaction and positive group dynamics.
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Collaborated with multidisciplinary team to develop comprehensive treatment plans, improving residents'' progress.
- Conducted regular check-ins with residents to monitor progress, address concerns, and provide ongoing support.
- Assisted residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services, and providing emotional support.
- Provided guidance to new Residential Counselors during their onboarding process, supporting successful integration into the team environment.
- Facilitated group counseling sessions to help clients address issues of substance abuse, anger management and interpersonal relationships.
- Delivered targeted interventions for individual residents based on their specific needs and treatment objectives.
- Implemented behavior modification techniques designed to promote positive change in residents'' lives.
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
- Served as a liaison between families or guardians of clients when necessary; providing updates about clients' progress or addressing any concerns they may have.
- Organized weekly house meetings that facilitated open communication between staff members and encouraged constructive feedback from all parties involved.
- Developed and implemented comprehensive individualized treatment plans for high-risk clients in residential setting.
- Encouraged clients to develop self-advocacy skills and to become active participants in own treatment plans.
- Encouraged healthy lifestyle choices among residents by leading educational workshops on topics such as nutrition, exercise, mental health awareness.
- Supported case managers in the development and implementation of continuing care plans for residents, preparing them for successful transitions into independent living situations.
- Responded to student inquiries and concerns, offering support and guidance.
- Mentored and coached students to foster positive relationships and encourage successful academic achievement.
- Conducted weekly meetings with students to review goals, address issues and provide support.
- Assisted in recruitment and selection of student leaders.
- Supervised student employees and provided feedback on performance.
Small Business Co-Owner
American Enterprise Group
04.2004 - 02.2009
- Monitored weather conditions daily to preemptively adjust routes when necessary, reducing potential delays due to adverse conditions.
- Provided ongoing support to drivers during shifts, addressing any issues or concerns promptly and professionally.
- Built strong relationships with clients through effective communication and problem-solving skills, contributing to increased business opportunities.
- Negotiated rates with carriers for cost-effective shipping options without sacrificing quality or timeliness of deliveries.
- Created contingency plans for unexpected situations such as road closures or vehicle breakdowns that resulted in minimal impact on service.
- Reduced fuel costs for company fleet by optimizing routes and monitoring driver performance.
- Developed strong working relationships with external partners such as carriers and shipping companies to ensure efficient collaboration in the transportation process.
- Served as point of contact for emergency situations involving company vehicles or drivers, coordinating appropriate response measures quickly and effectively.
- Managed communications between drivers and customers to ensure timely deliveries and high customer satisfaction.
- Streamlined dispatch operations by implementing efficient routing and scheduling systems.
- Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
- Troubleshot delivery issues while maintaining excellent customer service standards, resolving conflicts efficiently.
- Assisted in the development of dispatcher training materials, leading to improved job performance throughout the team.
- Supported safety initiatives within the organization, promoting a culture of awareness among drivers and dispatchers alike.
- Delegated tasks among dispatch team members according to individual strengths, fostering a collaborative work environment that maximized productivity levels.
- Scheduled and dispatched drivers to locations in movie set locations and high end vehicle delearships.
- Oversaw and enforced compliance with all safety regulations and DOT regulations.
- Worked closely with customers to effectively resolve issues and complaints.
- Analyzed customer delivery needs and developed tailored delivery solutions.
- Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
- Communicated with customers to provide delivery updates and resolution.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Received new orders, prepared documentation, and assigned personnel.
- Monitored vehicle locations to coordinate timely arrivals.
- Managed customer accounts and invoicing.
- Tracked and monitored vehicle performance and maintenance.
- Developed and implemented customer service policies and procedures.
Area Manager of Operations
Monarch Airlines
08.1996 - 03.2001
- Conducted regular audits of facility operations to ensure compliance with industry regulations and company policies.
- Led a team of professionals, fostering a collaborative environment to achieve company goals.
- Facilitated communication between departments, resolving conflicts, and streamlining processes for better collaboration.
- Enhanced customer satisfaction by addressing concerns promptly and implementing process improvements.
- Monitored daily operations closely, proactively addressing any potential issues before they escalated into larger problems.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided primary customer support to internal and external customers.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes, eg tour packages, hotel accommodations, currency exchange, etc.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines, i.e ramp agents, ticket agents, customer service, flight crew and porters.
Education
Bachelor of Science - Business Administration And Management
Indiana Institute of Technology
Fort Wayne, INNo Degree - Management Development
Zimbabwe Institute of Management
Zimbabwe05.2000
High School Diploma -
Northlea
Zimbabwe11.1994
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operations Monitoring
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Staff Management
- Inventory Management
- Operations Oversight
- Policies and procedures implementation
- Employee Motivation
- Staff Development
- Customer Relationship Management
- MS Office
- Goal Setting
- Interpersonal Communication
- Strategic Planning
- Project management abilities
- Project Leadership
- Regulatory Compliance
- Client Relations
- Quality Assurance Controls
- Onboarding and Orientation
- Project planning and development
- Delegation
- Conflict Mediation
- Customer Retention
- Assignment Delegation
- Business Administration
- Incidents management
- Business Development
- Negotiation
- Performance Evaluations
- Data Evaluation
- Fluent in Zulu and English
Accomplishments
Trained as an Instructor for CPI-non violent crisis intervention.
A member of the Toastmasters International.
Been instrumental in initiating an organizational acquisition process.
Timeline
Operations Manager
St Joseph's Carmelite
01.2014 - 03.2024
Academic/Residential Counselor
Boys Hope Girls Hope
02.2011 - 03.2014
Small Business Co-Owner
American Enterprise Group
04.2004 - 02.2009
Area Manager of Operations
Monarch Airlines
08.1996 - 03.2001
Bachelor of Science - Business Administration And Management
Indiana Institute of Technology
No Degree - Management Development
Zimbabwe Institute of Management
High School Diploma -
Northlea
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