director of operations resume example with 15+ years of experience

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

Professional with over 20 years of experience in communications and leadership with benchmark successes in global initiatives, compliance/risk, and change management. Problem-solving abilities. Ingenious in maximizing resources to meet challenging demands. Analytical leader with excellent multitasking abilities. Successful at overseeing all areas of daily operations and making effective policy decisions to positively impact business direction and bottom line profits.

  • Leadership Training
  • Performance Assessment
  • Process Improvements
  • Staff Development
  • Goal Setting
  • Department Oversight
  • Management Team Building
  • Team Leadership
  • Decision Making
  • Administrative Management
  • Performance Evaluation and Monitoring
  • Training Management
  • Business Leadership
  • Hiring and Onboarding
  • Customer Service Management
  • Operations Oversight
Director of Operations, 11/2022 to Current
Explore SchoolsBrooklyn, NY,
  • Delegated work to staff, setting priorities and goals.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Formed and sustained strategic relationships with clients.
  • Recognized employees for demonstrating excellent service resulting in increased company morale.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Assessed reports and adjusted workflows to realign with targets.
  • Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Organized and oversaw work schedules of departmental managers.
  • Established operational guidelines and identified opportunities for improvement.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Developed and maintained client relationships to grow business and improve account retention.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Enhanced customer service and satisfaction through policy and procedural changes.
  • Contributed to organizational strategic direction to improve products and services.
Operations Manager, 01/2021 to 12/2022
VeritivKentwood, MI,
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Crafted operations best practices using audits and project management team feedback.
  • Measured and reviewed performance via KPIs and metrics.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Responded to information requests from superiors, providing specific documentation.
  • Monitored resource use to achieve set goals within budget constraints.
  • Oversaw financial management, budget management, accounting and payroll activities.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Supported accident investigations and prepared related paperwork.
  • Addressed customer concerns with suitable solutions.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Analyzed and controlled materials, supplies and equipment operational expenses.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Built strong operational teams to meet process and production demands.
  • Collaborated with board of directors to determine mission and values and plan for short and long-term goals.
  • Collaborated with team leaders on quality audits.
  • Created corrective actions based on adverse KPI trends.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Assistant Manager of Operations, 03/2016 to 12/2021
ImmunotekWhite Settlement, TX,
  • Coached employees to work together to carry out daily functions and meet service objectives.
  • Formed and sustained strategic relationships with clients.
  • Assessed sales reports, activity reports and financial statements to measure productivity and goal realization.
  • Monitored new employees, evaluated training programs and reported progress to supervisors.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
  • Coordinated meetings with vendors and negotiated contract terms.
  • Directed team members to provide exceptional service to guests and vendors, maintaining professional relationships of established business.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Developed lucrative relationships with clients to promote future business opportunities.
  • Developed, implemented and updated departmental policies and procedures to meet business objectives and goals.
  • Structured HR consulting services to support clients during organizational developments and changes.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
  • Delegated work to staff, setting priorities and goals.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Assisted with interviewing and hiring of employee team members with appropriate skills.
  • Educated operations team on best practices, company policies and service excellence standards.
  • Prepared staff work schedules and assigned team members to specific duties.
Supervisor and Training Specialist, 02/2008 to 03/2016
Citigroup IncCity, STATE,
  • Devised eLearning modules using [Software].
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
  • Coordinated training session logistics by preparing equipment and securing facilities.
  • Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
  • Collaborated with senior and department leaders to develop and implement workforce plans
  • Trained employees on new software with minimum level of frustration and training friction.
  • Mentored and onboarded new staff members to establish top client satisfaction.
  • Educated, coached and mentored [Number] new hires in multiple positions.
  • Prepared reports to track employee progress and recruitment needs for future training.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Traveled as many as [Number] days per month to client sites for training purposes.
  • Evaluated client processes, employee performance and training progress to determine additional training needs.
  • Prepared custom training course materials and presentations for corporate training.
  • Evaluated effectiveness of training programs and recommended improvements to upper management.
  • Identified and communicated to management regarding areas needing additional training.
  • Tracked attendees, participation and understanding of course material.
  • Established and provided appropriate instructional materials and training outlines for management-level implementation.
  • Implemented variety of skills to equip and enable employees to bring their best to work every day.
  • Identified and addressed training needs by collaborating with management and requesting more resources if necessary.
  • Maintained and tracked state-specific licenses and certifications to meet compliance requirements and remain up-to-date for training.
  • Equipped sales associates with knowledge and motivation to make sales by establishing recognition-rich culture.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Organized handbook and course documentation for participants.
  • Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations.
  • Developed and managed [Description] training classes to meet needs of [Type] clients.
  • Identified areas for improvement in training programs and collaborated with training team to implement changes.
  • Evaluated and communicated trainee participation and performance in reports to management.
  • Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
  • Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
  • Supported onboarding of new employees by hosting orientation sessions.
Education and Training
Associates Degree: Business Administration And Management, Expected in 05/1998
Centennial College - Ontario, CA,
GED: , Expected in 06/1995
OSSD Stephen Leacock Institute, Toronto, Ontario - Ontario, CA,
  • Training and Development
  • Business Management

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Resume Overview

School Attended

  • Centennial College
  • OSSD Stephen Leacock Institute, Toronto, Ontario

Job Titles Held:

  • Director of Operations
  • Operations Manager
  • Assistant Manager of Operations
  • Supervisor and Training Specialist


  • Associates Degree
  • GED

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