chief operating officer resume example with 16+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Well-traveled, Chief Operations Officer with demonstrated command of strategic planning, collaboration and maximizing profitability. Personable, self-motivated, tactical leader with developed aptitude for cultivating relationships and implementing process improvements to drive efficiency and productivity. Multilingual, fluent in Spanish and English, offering solid comprehension of cultural diversity. Seeks to leverage diverse background into management role with a leading Outdoor Recreation Corporation whose mission is to serve/give back, educate and encourage getting outdoors.

  • Executive leadership
  • Defining company vision
  • Strategic business planning
  • Operations administration
  • Operations oversight
  • Management
  • Delegation
  • Business analysis
  • Employee coaching
  • Critical thinking
  • Risk assessments
  • Business solutions prowess
  • Process optimization
Chief Operating Officer, 09/2018 - Current
Department Of Health And Human Services Grand Rapids, MI,

• Partnered with CEO and CFO to define company goals.
• Collaborated with CEO and CFO and Corporate partners to develop and actualize strategic plans to advance both the Agency's mission as well as the Corporate Office's mission and objectives and promote revenue, profitability and growth.
• Provided organizational leadership and collaborated with CEO partners to establish long-term goals, strategies and company policies.
• Created, established, implemented and modified workflow and employee training processes to improve operational efficiency in an effort to maximize profitability and streamline operations.
• Generated monthly performance metrics and analytical reports and reviewed and communicated marketing campaign effectiveness to clients.
• Administered day-to-day operations, including budget management, associate compensation and bonus programs, business development, performance metrics and customer sales / service.
• Conducted financial forecasting to explore strategic options and develop creative solutions to complex business issues in an effort to amend company goals if needed in addition to make future plans based on unforeseen changes in industry or due to Corporate decisions.
• Developed and Revitalized business plans and realigned company objectives to increase overall profits.
• Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
• Served as strategic advisor and functional expert on critical strategic and operational matters.
• Led organizational development changes, enabling organization to better respond and adapt to industry and market changes.
• Directed business-wide changes to modernize procedures and organization and personally implemented training program to assist associates throughout various Corporate and Agency transitions.
• Devised new strategic systems to track, analyze and report company goals.
• Monitored outcome measures, program outcomes, and performance improvement.
• Generated monthly performance metrics and analytical reports and reviewed and communicated marketing campaign effectiveness to clients.
• Transformed departmental operations through aggressive process overhaul and attention to quality reporting and routine evaluation.
• Maintained productive relationships and communication channels across Agency and Corporate organization.
• Executed on-time, under-budget project management to adhere to project road map.
• Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
• Designed, managed and maintained company website by updating content and designing email, HTML and in-text email.
• Managed company key accounts to promote ongoing Agency profitability and superior customer satisfaction while curating a personal relationship.
• Reviewed, analyzed and interpreted financial statements alongside CFO and CEO.
• Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
• Grew Agency profits by an average of 30% over the last ten years, despite successive rate increases in Texas across multiple policy / product lines as a result of corporate decision.
• Generated and retained over $6.5 million in annual policy premium / sales every year.
• Increased Agency gross revenue by an average of 10% over the last ten years despite an increase of competitors in the industry (locally and virtually), and successive rate increases in Texas across multiple policy / product lines as a result of corporate decision.
• Spearhead modernization overhaul of accounting division alongside CFO within a six-month period.
• Generated over $312,600 in bonus money awarded to Agency through implementation of strategic growth plan with rewarding incentive package for associates.
• Created and implemented annual commissions / production incentive award for associates.
• Provided organizational leadership to over 35 professionals over the last ten years.
• Recruited, hired, trained, evaluated and mentored over 35 Licensed Professional Insurance Agents and Financial Service Professionals with drive and dynamic skills to build success and growth within Agency and book of business.
• Consistently exceeded sales goals through training associates on how to strategically up-sell and cross-sell within existing customer base, as well as strategically attract new business.
• Fostered proactive attitude and future-focused thinking among associates in fast-paced environment.
• Led and empowered employees to become high-performing, skill-diverse, self-confident sales and service associates who exceeded Agency and individual goals and objectives.
• Created new sales tools and procedures to help associates improve customer service offerings and build upon salesmanship.
• Improved return on capital investment (ROI) by hosting weekly associate training sessions for all associates, to create an atmosphere of trust and open communication and empower each associate when serving current and prospective customers, especially while in the midst of engaging in a sales-orientated conversation.

Trail Guide / Muleskinner / Mule Wrangler, 12/2017 - 09/2018
Department Of Health And Human Services Harpers Ferry, WV,

• Safely guided, educated and entertained approximately 20 guests on the Canyon Vista Mule Ride – an out and back two-hour tour providing panoramic views along the edge of the South Rim operating year-round.
• Safely guided, educated and entertained approximately 10 guests for an overnight stay at Phantom Ranch – a ten-mile trail ride descending from the South Rim of the Grand Canyon, near the mighty Colorado River.
• Welcomed riders, provided answers to questions, and anticipated riders' service needs.
• Demonstrated and clearly explained safety processes and emergency procedures to riders before departing for trail ride.
• Politely welcomed riders and provided directions to facilitate mount-up process.
• Offered answers to riders' questions and resolved issues that arose during guided tours.
• Comforted and provided reassurance to riders during unforeseen or stressful events, such as inclement weather and delay due to rider illness.
• Kept safety of all riders at high level by pointing out dangers that may arise, cautionary advice based on past experiences and provided assistance as needed.
• Answered questions, pointed out overlooked canyon features, and offered further details about points of interest or facts so that visitors would be knowledgeable.
• Entertained riders with various facts and historical information to ensure maximum engagement, fun, and lasting memories.
• Provided information through narratives on locations throughout the Grand Canyon National Park - relaying lesser-known stories for interest.
• Researched topics that pertained to trail locations so that such information could be added to scripts.
• Built detailed knowledge on the Grand Canyon National Park – South Rim to thoroughly answer guest questions.
• Developed long-term relationships with local partners including restaurants, cafes and museums so travelers could further explore the South Rim and Tusayan individually.
• Implemented and maintained compliance to various international safety standards for safety while on the trail outdoors and in a National Park.
• Consistently provided exceptional service and assistance to all visitors of the Grand Canyon.
• Earned good attendance record and built reputation for being on time, ready and excited to work.
• Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents to management according to established protocol.
• Maintained industry knowledge through continuing education, training and monitoring of industry, company and National Park Service publications.
• Ensured that guest complaints were handled in the most effective manner possible.
• Enforced lost and found procedures whenever missing items were located.
• Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on requirements and procedures.
• Loaded and unloaded riders and baggage and emergency equipment.
• Cared for, closely monitored and recorded the behavior and health of over 75 mules.
• Herded 12 mules into transport vehicles at the conclusion of Phantom Ranch ride using specialized techniques for safety of animals.
• Groomed at least 20 mules on a daily basis, consistently following strict schedule and protocols to efficiently manage rotational schedule.
• Cleaned tack barn and equipment thoroughly on a daily basis to promote animal health and maintain clean environment.
• Examined animals to detect illnesses, injuries or disease, as well as monitor both anticipated and undesirable physical changes.
• Identified mule health concerns and discussed problems with management.
• Assisted in breaking in new mules with diligent and patient approach focused on building trust and obedience.
• Assisted in training more than 10 mules in basic commands and special routines throughout 9 months.
• Assisted Manager in mentoring and training newly hired wranglers in designated tasks while also demonstrating the best methods for servicing clients and guests.
• Assisted Manager in training newly hired wranglers on policies, tack cleaning procedures and customer service techniques.
• Fostered strong working relationships with all Livery personnel as well as creating professional relationships with colleagues in various concessionaire departments and National Park Service divisions.
• Served as public relations representative of the Livery Mule Barn on holidays and special events.

Chief Operating Officer, 08/2004 - 12/2017
Tito Torralba State Farm Insurance Agency City, STATE,

[please refer to description provided for same position, Sep 2018 to Present]

Education and Training
Bachelor of Arts: Psychology, Expected in 05/2010
The University of Texas At San Antonio - San Antonio, TX
Status -


Amanda M. Claire. Norms for Five Parameters of Anger: How Do Incarcerated Adults Differ from the Community?. International Journal of Forensic Mental Health. March 2014. 18-24.


2nd Place Award Recipient UTSA College of Liberal and Fine Arts 11th Annual Spring Research Conference - Poster Competition. Evaluating Anger Norms in Incarcerated Adults. Spring 2011.


  • UTSA Honors College
  • UTSA Honors Alliance
  • UTSA Honors Student Association
  • Sigma Kappa Upsilon Sophomore Honor Society
  • The National Society of Scholars
  • UTSA College of Liberal & Fine Arts Dean's List
: Psychology, Expected in
University of Wisconsin - Madison - Madison, WI
Status -
: Study Abroad Program, Expected in
Oxford University - Oxford, United Kingdom,
Status -

United States:
Alaska, Arizona, California, Colorado, Connecticut, Florida, Hawaii, Illinois, Indiana, Kentucky, Louisiana, Massachusetts, Minnesota, Nevada, New Jersey, New Mexico, New York, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Washington, Wisconsin.

Austria, Bahamas, Belgium, Bermuda, Canada, Costa Rica, France, Germany, Guatemala, Italy, Mexico, Monaco, Puerto Rico, Saint Maarten, Spain, Turks and Caicos Islands, United Kingdom.

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Resume Overview

School Attended

  • The University of Texas At San Antonio
  • University of Wisconsin - Madison
  • Oxford University

Job Titles Held:

  • Chief Operating Officer
  • Trail Guide / Muleskinner / Mule Wrangler
  • Chief Operating Officer


  • Bachelor of Arts
  • Some College (No Degree)
  • Some College (No Degree)

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