director policy and procedures resume example with 17+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Results-focused [Type] professional specializing in [Industry] [Area of expertise] leadership. Demonstrated record of accomplishment in streamlining operations, increasing profits and maximizing market penetration. Ready to lead [Type] businesses to market leadership and advancing success. Hardworking and reliable [Job Title] with strong ability in [Task] and [Task]. Offering [Skill], [Skill] and [Skill]. Highly organized, proactive and punctual with team-oriented mentality. [Job Title] with demonstrated command of [Area of expertise]. [Type] expert with developed aptitude for [Skill] and [Skill]. Multilingual and fluent in [Language] and [Language], offering solid comprehension of cultural diversity. [Job Title] with talent for [Task] and [Task]. Strong knowledge of [Area of expertise] and [Area of expertise]. Communicative and team-oriented with proficiency in [Software]. Proven history of fostering [Action] to meet team, individual and management objectives.

  • Strategic business planning
  • Planning and coordination
  • Executive leadership
  • Policy development
  • Operations oversight
  • Communication
  • Training & Development
  • Data management
  • Brand management
  • Defining company vision
  • Industry partnership development
Director Policy and Procedures , 10/2008 - 01/2021
Mci San Pablo, NM,
  • Transformed departmental operations through aggressive process overhaul and attention to quality.
  • Built relationships with strategic partners leading to business development opportunities.
  • Led startup and opening of [Type] business and provided business development, creation of operational procedures and workflow planning.
  • Administered day-to-day operations, including accounting and budget management, business development, performance metrics and customer service.
  • Established new workflow and employee training processes to improve operational efficiency.
  • Exercised leadership of [Type] businesses dedicated to building and supporting [Action].
  • Optimized supply chain to reduce materials costs and improve distribution.
  • Hired, trained and mentored sales and marketing staff dedicated to employing Google AdWords, Google Analytics and other SEO techniques and metrics sources.
  • Designed, managed and maintained company website by writing content, directing video designs and designing email, HTML and in-text email promotions.
  • Partnered with executive team to define company goals.
  • Collaborated with company partners to develop and actualize strategic plans to advance company's mission and objectives and promote revenue, profitability and growth.
  • Eliminated over $[Amount] in debt by accurately forecasting and directing effective contract management and financial control.
  • Increased company revenue by $[Amount] within first year.
  • Achieved [Number]% revenue growth through implementing [Action].
  • Monitored business trend forecasts, adjusting budgets and operational plans to maximize growth and opportunities.
  • Created program to promote new managers from within, leading to cohesive leadership structure.
  • Hired, trained and mentored [Number] staff members to maximize productivity.
  • Generated monthly performance metrics and analytical reports, reviewing and communicating marketing campaign effectiveness to clients.
  • Crafted and monitored internal control systems.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
Call Center Operations Manager, 08/2006 - 12/2007
Citrix Systems Inc. Austin, TX,
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Corresponded with [Type] department team members to build and implement successful solutions to customer problems.
  • Analyzed reports on improvements to bring effectiveness to [Type] department, improving efficiency [Number]%.
  • Exceeded company productivity standards [Number]% on consistent basis, handling more than [Number]% of quota each day.
  • Achieved or exceeded [Number]% satisfaction rating on consistent basis.
  • Trained new employees on [Type] and [Type] processes to promote efficiency and productivity team-wide.
  • Maintained high-volume workload within fast-paced environment by assisting [Number] clients per [Timeframe] and consistently meeting performance benchmarks.
Contract Administrator, 05/2005 - 09/2006
Paladina Health Glendale, AZ,
  • Oversaw contract closeouts and addressed all issues prior to release of final payment.
  • Reviewed contract compliance for [Type], [Type] and [Type] contracts.
  • Managed [Type] contracts, including risk mitigation and clarifications.
  • Saved costs, pricing new and renewal contracts for all divisions.
  • Oversaw subcontract administration and managed contract closeouts.
  • Stayed abreast of all relevant [Industry] rules and regulations to keep organization compliant.
  • Managed $[Amount] contract administration process through timely completion.
  • Aided [Job title] during executive decision-making process, generating multi-divisional financial reports to recommend corrective actions and improvements.
  • Identified contract changes potentially occurring during agreement's lifecycle.
  • Provided dedicated support for several contracts worth more than total of $[Amount].
  • Represented company at meetings to discuss contractual obligations.
  • Expanded market share by developing new business strategies while effectively negotiating state agency contracts.
VP Operations , 01/2000 - 12/2002
E.V.E Entertainment, LLC City, STATE,
  • Coordinated work across departments to keep teams on track with company goals.
  • Brought about substantial operational improvements by reworking policies and enhancing enforcement.
  • Developed and deepened relationships with functional leadership to interconnect revenue generation initiatives with day-to-day operations.
  • Monitored metrics to verify asset stability and effectiveness in strategies designed to increase profit margin.
  • Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
  • Created business process flows to identify opportunities for improvement.
  • Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects.
  • Crafted and monitored internal control systems.
  • Roadmapped [Type] plans to outline benefits and address potential constraints prior to resource commitment.
  • Implemented best practices to strengthen internal [Type] systems and spearhead proactive change.
  • Researched underlying issues, regulatory compliance status and processes to resolve complex business issues and recommend strategic corrective actions.
  • Developed and managed brand identity in new market launches.
  • Negotiated contracts with leading clientele, encompassing industry-leading organizations and multitude of projects.
  • Represented organization in various [Type] and [Type] task forces.
  • Standardized operational frameworks and governance structures to facilitate [Result].
  • Spearheaded cross-functional initiative to achieve business goals driving increased revenues and profits.
  • Managed workforce development programs by evaluating, interpreting and enforcing human resource policies and regulations and developing industry training programs and conferences.
  • Managed special projects through effective emergency resolution.
  • Transformed departmental operations through aggressive process overhaul and attention to quality.
  • Devised utilities needed to streamline and strengthen [Type] operations, driving substantial improvement to KPIs.
Education and Training
J.D.: Law, Expected in 05/1985
Thurgood Marshall School Of Law - Houston, TX,
Status -
BBA: Business Administration , Expected in 05/1981
University Of Houston - Houston, TX
Status -
  • Consistently maintained high customer satisfaction ratings.
  • Drove [Number]% improvement in [Timeframe] profits through aggressive [Action] and [Action].
  • Improved delivery of [Product or Service] by [Action], realizing overall increase in customer satisfaction and cost efficiency.
  • Recognized as Employee of the [Timeframe] for outstanding performance and team contributions.

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Resume Overview

School Attended

  • Thurgood Marshall School Of Law
  • University Of Houston

Job Titles Held:

  • Director Policy and Procedures
  • Call Center Operations Manager
  • Contract Administrator
  • VP Operations


  • J.D.
  • BBA

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