director of operations resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - - -

A highly accomplished Director of Operations with extensive experience in the sales industry, managing large teams of over 150 agents. Proven track record of driving operational efficiencies, improving customer satisfaction, and achieving business objectives. Skilled in strategic planning, budgeting, and team leadership. Adept at identifying areas for improvement and implementing effective solutions. Results-driven and committed to delivering exceptional performance.

  • Team Leadership
  • Training and Development
  • Coaching and Counseling
  • Project Management
  • Time Management
  • Performance Reviews
  • Target Attainment
  • Policy Improvements
  • Customer Relations
  • Leadership training
09/2017 to 01/2023
Director of Operations Kainos Atlanta, GA,


Directly Responsible for all sales floor operations. Oversaw a team of 5 Sales Managers, 4 Quality Assurance agents, 3 Trainers, 4 Order Processors, and 150+ AT&T Business Mobility Care and AT&T Business Mobility Advanced Technical Support agents.

  • Developed and implemented operational strategies that increased agent productivity resulting in target attainment for numerous KPIs
  • Led cross-functional teams to meet organizational goals and improve performance metrics such as customer satisfaction, sales, ready time, and quality assurance
  • Oversaw budgeting, forecasting, and financial analysis to ensure optimal use of resources and alignment with business objectives
  • Developed and maintained strong working relationships with vendors to ensure understanding of company's needs for high-quality products and services
  • Implemented process improvements and automation initiatives that streamlined workflows and reduced errors
  • Conducted daily performance evaluations of staff and provided coaching and mentoring to improve skills and job performance
  • Ensured managers and agents were in compliance with all regulatory requirements, industry standards, and company policies and procedures
  • Implemented risk management strategies to identify and mitigate potential operational risks
  • Collaborated with senior leaders to develop and execute strategic plans that aligned with the company's vision and mission.
01/2013 to 01/2015
Recruiter / Future Soldier Leader Fidelity Investments Springfield, PA,
  • Responsible for analyzing, planning, and executing lead generation activities; responsible for the accomplishment of DA assigned enlistment objectives
  • Conducted daily telephone, area, referral, and internet prospecting
  • Determined enlistment eligibility, prepared enlistment applications, and processed qualified applicants for enlistment
  • Developed team and confidence programs for over 50 personnel while simultaneously utilizing public awareness, and target saturation missions
  • Public Speaking: Created and delivered recruiting presentations throughout an assigned area covering 1721 square miles with a population of 225,523
  • Results: Increased recruitment from targeted areas, leading to unit winning Top Recruiting Center FY14
  • Sales and Marketing: Proficient in telephonic prospecting, face to face prospecting, digital marketing, SEO, market analysis, blueprinting, social media marketing, Google Analytics, Google
  • AdWords, and direct mail marketing
  • Results: Graduated with honors, top 10%, from the U.S
  • Army Recruiter course
  • Key Achievements:
  • Selected over 217 other recruiters as NCO of the month
  • Selected by company to serve as equal opportunity representative.
01/2011 to 01/2013
Squad Leader Ceva Logistics U.S., Inc. Charlotte, NC,
  • Directly responsible for the health, welfare, morale and training of 12 personnel
  • Managed fire direction center while in combat
  • Prepared for operations, set up and maintained fire direction technology and communications equipment
  • Assisted platoon sergeant in planning and operations
  • Accountability and Responsibility: Improved accountability measures for tracking equipment; maintained and inventoried over $3,000,000 worth of section equipment and over $6,000,000 worth of organizational equipment
  • Results: Safe transportation of all property without damage or loss
  • Training and Development: Served as Equal Opportunity Leader, Sexual Assault Prevention
  • Representative, and Safety NCO
  • Instructed 95 soldiers in the areas of EO, Sexual Harassment prevention, Sexual Assault prevention, Risk Management and Safety
  • Results: A positive working environment and zero equal opportunity or sexual harassment issues
  • Key Achievements:
  • Graduated Distinguished Honor Graduate from the Advanced Leadership Course
  • Maintained $3,000,000 worth of section equipment and $6,000,000 of organizational equipment.
01/2008 to 01/2011
Team Leader FAR City, STATE,
  • 1-377th, Communicated organizational goals and deadlines to 6 personnel
  • Provided encouragement and motivation to employees
  • Conducted needs assessments and provided training to new employees
  • Assisted Squad leader in decision making and planning
  • Managed equipment inventories
  • Developed strategies to improve training of new personnel
  • Generated reports on team performance and training
  • Leadership and Supervision: Responsible for the safety, training and supervision of 6 team members through an arduous 9-month deployment to Afghanistan
  • Results: Safe return of all personnel without loss or injury
  • Coaching and Counseling: Conducted needs assessments and provided one-on-one counseling for personnel in the areas of self-improvement, physical fitness, weight loss, suicide prevention, teamwork, career progression and continuing education
  • Results: Increased unit effectiveness and led to 4 soldiers being promoted to Sergeant
  • Key Achievements:
  • Selected over 640 other soldiers as Soldier of The Month
  • Chosen over peers to lead Fire Direction Center while deployed.
Education and Training
Expected in to to
towards Management Degree:
Post University - ,
Expected in to to
Advanced Leadership Course (Distinguished Honor Graduate:
- ,
Expected in to to
Army Recruiter Course (Commandants list:
- ,
Expected in to to
Warrior Leadership Course (Commandants list:
- ,
Additional Information
  • Army Commendation Medal (X4)
  • Army Achievement Medal (X5)
  • Army Good Conduct Medal (X2)
  • Professional Development (X2)
  • Soldier of the Month (X4)
  • Iron Soldier Award (X3)

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Resume Overview

School Attended

  • Post University

Job Titles Held:

  • Director of Operations
  • Recruiter / Future Soldier Leader
  • Squad Leader
  • Team Leader


  • towards Management Degree
  • Advanced Leadership Course (Distinguished Honor Graduate
  • Army Recruiter Course (Commandants list
  • Warrior Leadership Course (Commandants list

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