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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

I'm a transformational leader with well-developed communication, interpersonal and problem solving skills. Versatile and adaptable manager with over 10 years of successful experience in leading teams and driving positive change. Recognized consistently for performance excellence and contributions to success in business operations.

Skills
  • Proficiency with Excel & macros, Publisher, PowerPoint, SharePoint, Outlook and other applications
  • Business Process Automation - Spreadsheets and reports, as well as robotic process design
  • Coaching and development - promoting continuous improvement, resulting in higher quality of work and reduced operating expenses
  • Internal and external customer satisfaction
  • Data analysis and reconciliation
  • Performance management
  • Critical and creative thinking
  • Conflict resolution
  • Project management
Work History
09/2018 to Current Healthcare Team Leader Erin Condren Design | Irvine, CA,
  • Coach, develop and support a team of cross functional examiners, senior examiners & SME's for processing of complex institutional claims across multiple lines of business while ensuring SLA adherence.
  • Project management - Collaborate with client and internal customers such as RPA and Configuration teams while leading through the First Source transition; assisting with robotic design process and increasing automation efficiencies, RPA data analysis, data reconciliation and reporting, process mapping, tracking metrics and KPI's, inventory forecasting and staffing.
  • Involved with multiple project ramps & orientation - Conducting high volumes of interviews for associate, senior associate, SME and leadership positions in call center and data processing environments; analyzing potential candidate's skills and competencies for alignment with key responsibilities and tasks of position, business needs and company culture.
  • Create daily production tracking reports to extract and capitalize on all available data to increase work efficiencies and reduce cost of delivery, while also monitoring KPI's and expanding business reporting capabilities.
  • Create departmental resources such as macro enabled spreadsheets for automating leadership tasks like file conversion, data consolidation, production and inventory reports and automated email communications.
  • Present detailed breakdown of departmental inventory status or project updates as needed; outlining course of action being taken to address aging inventory, providing overview of action plans and communicating challenges.
  • Collaborate with Human Resources for performance management initiatives & other employee issues requiring corporate and legal compliance.
  • Lead employee engagement activities and efforts such as creating electronic program announcements and email correspondence, generating ideas and guidelines for contests, raffles, prize distributions, etc.
06/2012 to 11/2017 Team Leader Firstservice Residential | Kingwood, TX,
  • Coached, developed & supported a team of tenured and cross functional technical support representatives and leads in the contact center Blue Link department to provide a satisfactory experience to some of Hyundai's most prestigious customers, including their new luxury Genesis brand customers.
  • Harvest and leverage data analytics, reporting and telemetry data to identify real-time call volume trends and spikes, driving data-backed decision making and actions like cross-skilling agents to capitalize on available coverage in other departments and recover service level, while reducing call abandonment.
  • Monitor and evaluate call and email contacts for quality assurance, professionalism & identifying opportunities to improve customer experience.
  • Ensure team was utilizing the correct processes and procedures for first call resolution while meeting quality assurance standards and minimizing legal concern escalation.
  • Monitor and manage team efficiencies with metrics like AHT, ASA, In-Chair Occupancy, schedule adherence, quality assurance and CSI scores, as well as other various key performance indicators.
  • Quickly and efficiently collaborate with IT team and operations when outage or system concerns are identified to start the triage process for root cause identification and analysis while implementing workarounds to minimize negative impacts to service level and customers.
  • Increased agent email productivity 300% by streamlining agent workload, implementing grouped tasks by type for work efficiency and creating an agent email template database by process for ensuring uniform email communication responses, minimizing spelling/grammatical errors and improving overall email quality assurance scores.
  • Assisted with launching the new Blue Link Connected Car telematics system and line of business - writing processes, training agents and leadership, collaborating with the client for user interface design and improvement, as well as interviewing and recruiting tasks.
  • Voted leader of the month for October 2016 for outstanding recognition with mentoring new team leads, building a resource database of email templates for responding to customer contacts and a space dedicated to best practices.
03/2004 to 04/2009 Operations Manager Pegasus Transport | City, STATE,
  • Managed daily customer service delivery and operations - handling all client and broker escalations across the business landscape to retain and renew our most valuable business partnerships.
  • Increased annual yearly revenue 67% by identifying cargo trends and adapting to load changes on demand.
  • Reduced total load transit time by 50% through the implementation of driver efficiencies such as team drivers, using real-time traffic and navigation software, electronic toll payments and refining delivery processes enhancing customer satisfaction.
  • Supervised, trained and recruited all drivers and office staff as well as executed disciplinary actions and administer reviews and raises.
  • Ensured legal compliance with Federal Motor Carrier Safety Administration requirements - logbook and records documentation, drug tests and physicals, equipment inspections and any ongoing job training required.
  • Cultivated new business relationships with brokers and other logistics companies to more efficiently outsource lower paying loads, while retaining and taking on higher paying loads.
  • Coach, support, develop and empower all employees as needed to drive collaboration and maintain positive morale.
Education
Expected in Six Sigma White Belt certification | , , GPA:
Expected in | Teletech Holdings, Inc , , GPA:

Team Lead 101, Team Lead 201

Expected in GED | Glendale Community College, , GPA:
Expected in | , , GPA:
Accomplishments
  • Managed teams of 30 + staff members
  • Used Microsoft Excel to create automation workbooks for numerous reports that have saved hundreds of hours of manual work
  • Collaborated with recruiters to successfully source a high volume of candidates for interviews to ramp several different projects

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Resume Overview

School Attended

  • Teletech Holdings, Inc
  • Glendale Community College

Job Titles Held:

  • Healthcare Team Leader
  • Team Leader
  • Operations Manager

Degrees

  • Six Sigma White Belt certification
  • GED

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