LiveCareer-Resume

director resume example with 10+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Experienced leader in building strong teams in customer service operations. Management expertise in the areas of root cause analysis, process improvement, staff training and development to deliver exceptional CX. Develops and implements strategic solutions to support development, expansion and efficiency in the day to day operations of a customer centric environment. Values and thrives in areas for process improvement to ensure excellent service and cost savings. Adept in scheduling, budgeting, planning, purchasing, program management, conflict resolutions and employee development. Highly skilled in VIP customer service, communication, networking, relationship management, organization and teamwork.

Skills
  • Cost Reduction
  • Policy Development and Enforcement
  • Process Improvement
  • Staff Development
  • Focus and Follow-Through
  • Customer Service Management
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Presentation Development and Delivery
  • Relationship Building
  • Strategic Planning
  • Operations Oversight
  • Problem Anticipation and Resolution
Experience
Director, 2016 to 2023
Two95 International Inc.Omaha, NE,
  • Recruited, hired and trained employees on operations and performance expectations.
  • Managed staff, financials and key performance indicators to facilitate business operations.
  • Drafted mission and vision statements to outline objectives and motivate employees.
  • Developed and implemented strategic operations plan to accommodate corporate goals.
  • Implemented and prepared comprehensive business plans to expand business.
  • Analyzed problematic situations and occurrences to provide solutions and facilitate company survival and growth.
  • Coordinated projects with other department leaders and executives to expedite work and improve interdepartmental performance.
  • Developed and presented new ideas to upper leadership and conceptualized new approaches and solutions.
  • Generated reports to review data and issue corrective actions for improvements.
  • Met with internal stakeholders to address issues and implement solutions.
  • Built strong referral network to generate new business opportunities.
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Guided and motivated staff to drive maximum performance.
  • Cultivated and maintained relationships to promote positive work culture.
  • Supported work-life balance to improve staff morale.
Supervisor, 2013 to 2016
Sp Plus CorporationSaint Augustine, FL,
  • Reviewed completed work to verify consistency, quality and conformance.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Complied with company policies, objectives and communication goals.
  • Evaluated processes and employee strengths to realign workflows with changing business demands.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Maintained positive working relationship with fellow staff and management.
  • Organized client meetings to provide project updates.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Coordinated employee schedules
  • Worked closely with human resources to support employee management and organizational planning.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Identified areas for improvement, narrowing focus with internal leaders in making necessary changes.
Sr. Analyst, Accounts Customer Care, 07/2012 to 2013
DIRECTVCity, STATE,
  • Manage Programmer Contractual Comp programs
  • Vendor management
  • Setup, manage, and provide technical support to the customers
  • Ensure contractual compliance
  • Monthly vendor invoicing
  • Support TV Stations and Programmer monitoring accounts
  • Setup, manage, and provide technical support
  • Manage all internal DIRECTV accounts, incl Corporate Offices, Call Centers, Field Offices
  • Schedule and oversee the El Segundo Campus DIRECTV build of DIRECTV service
  • Working with the Call Centers to standardize their Agent Learning Labs and ensure that they have new products before they are released nationally
  • Coordinates a monthly meeting with peers on my team to knowledge share, so we are better cross-trained.
  • Reduced process lags and trained 10 employees on product knowledge and sales techniques while managing staff to ensure optimal productivity.
Education and Training
: 6 Sigma Principles, Expected in 05/2021 to Coursera - Virtual,
GPA:
: Pathways, Expected in 09/2014 to Toast Masters - El Segundo, CA,
GPA:
Coaching And Leadership Essentials: , Expected in 10/2013 to Harvard MagageMentor - El Segundo, CA,
GPA:
Cognitive Coaching: , Expected in 06/2013 to Madera County Office of Education - Madera, CA,
GPA:
High School Diploma: , Expected in 06/1988 to Pioneer High School - San Jose, CA
GPA:

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Resume Overview

School Attended

  • Coursera
  • Toast Masters
  • Harvard MagageMentor
  • Madera County Office of Education
  • Pioneer High School

Job Titles Held:

  • Director
  • Supervisor
  • Sr. Analyst, Accounts Customer Care

Degrees

  • Coaching And Leadership Essentials
  • Cognitive Coaching
  • High School Diploma

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