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Executive Relations Manager Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

Versatile and successful manager committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience. Dedicated to reliability, resourcefulness and efficiency. Professional and courteous with excellent problem-solving abilities.

Skills
  • Effective leader
  • Trend detection and analysis
  • Coaching and mentoring
  • Relationship building
Work History
Executive Relations Manager, 11/2019 to Current
KerryEvansville, IN,

Accomplishments:

Rated #1 Manager for Quality in 2020

Received four Verizon Spotlight Recognitions

2 Director Awards

  • Manage 9-12 employees.
  • Participated in team-building activities to enhance working relationships
  • Manage employee performance and facilitate professional development and career progression
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
    Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Ensure employees understand how daily tasks perform mitigate risk and protect Verizon's brand and reputation.
  • Review timesheets for accuracy, review and resolve timesheet events/errors, approve timesheets, review time-off, time delinquencies, and conduct performance reviews (weekly/monthly).
  • Establish and update work schedules to account for changing staff levels and expected workloads.
  • Complete annual performance reviews, including bonus and annual pay increases.
  • Partner with HR and HR recruiter to create job requisitions, interview processes, selection, and onboard new employees.
  • Identify, measure, monitor, and control existing and emerging risks that come from business activities and job roles.
  • Create and present customer journey maps, root cause analysis, monthly performance reviews, and business opportunities to upper leadership.
  • Use Tableau to translate information and analysis into actionable insights and recommendations.
  • Build meaningful relationships with business partners to maintain optimum levels of communication to effectively and efficiently address outstanding customer and business concerns.
  • Prepared written communications to government and non-government agencies, such as Better Business Bureau, FCC, Attorney General, Small Claims Court, and other agencies. (Reduce fines by 3.5k in 2020)
  • Remove or escalate impediments, risks, and issues to ensure timely completion of employee tasks.
  • Utilize CERS to track and manage customer data, incoming and outgoing written communication, and internal requests.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste. [
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Raised performance in sales, quality and reduced manual credits by identifying and targeting areas in need of improvement.
  • Drove operational improvements which resulted in savings and improved profit margins
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Leveraged industry trends and competitive analysis to improve customer relationship building
Process Improvement Manager, 02/2017 to 11/2019
XenithAustin, TX,
  • Evaluated and responded rapidly to market shifts to make changes to corporate processes to align outcomes with strategic goals and corporate vision
  • Gathered and analyzed large amounts of data to determine improvement projections using CRM software
  • Use Voice of the Customer and Voice of the Employee to evaluate company systems, programs, and policies for over 42 process improvements
  • Decreased 32% of manual reviews for requesting change or information by implementing bot technology
  • Plan, track and manage projects using Jira, Confluence, and other agile software
  • Developed and maintained courteous and effective working relationships
  • Partner with multiple cross-functional teams to agree upon scope and requirements, ensuring value and customer satisfaction
  • Managed and participated in daily Agile Scrum meetings to provide project status updates and develop strategies to move projects forward to completion
  • Managed Enterprise Data Warehouse work-stream through five initiatives to enhance customer experience around speed, simplicity, and flexibility by removing channel-specific legacy constraints impacting the Verizon experience
  • Remove or escalate impediments, risks, and issues to ensure timely completion of project tasks
  • Experience capturing and prioritizing business requirements via epics, user stories, flow diagrams, story maps, and/or other formats
  • Analyze and implement user interfaces (UI) and user experience (UX), utilizing data analytics for business viability
Business Consultant, 03/2016 to 02/2017
VerizonCity, STATE,
  • Oversaw daily operations to ensure high levels of productivity for over 60+ projects
  • Achieved KPI by effectively managing processes with >15% discrepancies
  • Identified opportunities to automate/streamline quality and compliance efforts
  • Utilized Tableau to help create data that can be understood by professionals at any level in the organization
  • Utilized Sharepoint to create centralized dashboard for performance updates, leadership announcements, and updates to department policies and procedures
  • Quickly learned new skills (HTML and CSS coding, use of google app script and other google tools) and applied them to daily tasks, improving efficiency and productivity
  • Provide stakeholders with daily report of workload including process, volume, and date of oldest work
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues
  • Actively listen to internal customers' requests, confirming full understanding before addressing concerns and creating process layout
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Assessed practical aspects of business operations to enable sound and practical recommendations to stakeholders
  • Developed performance metrics derived from raw company data to track improvements in organizational efficiency
  • Set and attended department meetings to understand business drivers, project initiatives, gaps in achieving initiatives, and opportunities
  • Remove or escalate barriers, risks, and issues to ensure timely completion of project tasks
  • Reviewed performance evaluations and methods of inspection to ensure quality processes are relevant and business risks are mitigated
  • Provided guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution
Education
MBA: Business Management, Expected in 12/2021
Strayer University - Washington, DC
GPA:
BBA: Project Management, Expected in 12/2017
Strayer University - Washington, DC
GPA:
Associate of Arts: Business Administration, Expected in 05/2015
Midlands Technical College - Columbia, South Carolina,
GPA:
Certifications
  • Certified Scrum Master - [expires 2023]
  • Certified Scrum Product Owner [expires 2023]
  • Modern Classroom Certified Trainer
  • VLSS Lean Six Sigma- Green Belt

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Resume Overview

School Attended
  • Strayer University
  • Strayer University
  • Midlands Technical College
Job Titles Held:
  • Executive Relations Manager
  • Process Improvement Manager
  • Business Consultant
Degrees
  • MBA
  • BBA
  • Associate of Arts