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management consultant resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Executive Summary
Savvy operations professional with an indelible reputation for developing lasting relationships and leading by example. Over 20 years of experience building teams and managing change in customer focused environments. Able to drive process improvement and stability while developing highly productive managers and staff. Leadership experience in portfolio and vendor management with proven ability to enhance operations, reduce risks and increase efficiency. Energetic, analytical, detail- oriented leader with high integrity and passion for quality work.
Core Qualifications
  • Operations Management
  • Cross-functional Team Management
  • High Productivity with Collaborative Approach
  • Training and Development
  • Strategic Business Planning and Execution
  • Relationship Management
  • Professional Development
  • Process Improvement
Professional Experience
Management Consultant, 09/2016 to Current
Fusion TechnologyMiami, FL,
  • Development, sale and execution of consulting engagements to commercial customers.
  • Provide management consulting services to guide clients through business transitions.
  • Conduct client needs assessments and gap analysis to identify areas for improvement and define scope of engagement.
  • Outline risk areas for compliance, accuracy and productivity.
  • Define change management plans and lead client integration teams to ensure limited defects including training and personnel development.
  • Lead project manager for consulting engagements directing consulting personnel and contracted resources with responsibility for overall cost, schedule and quality performance.
  • Establish and maintain excellent relationships with clients to facilitate ongoing business engagements and personal referrals to new clients.
Manager II, Memberships, 08/2015 to 05/2016
Anthem IncCity, STATE,
  • Led a team of 25 membership representatives and leads, managed day-to-day activities of a highly visible operations team within the membership channel.
  • Department goal was to reduce the payment and enrollment discrepancies and help drive process improvement.
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  • Hired and trained a new team of 25 employees within first 60 days.
  • Developed and implemented new process flows and training material improving Affordable Care Act payment and enrollment processes.
  • Established a gap analysis, process testing and risk based analysis program to qualify new procedures before live implementation.
  • Analyzed daily results and drove process corrections resulting in 60% increase in automation of working volumes.
Department Operations Manager, Customer Channels, 05/2012 to 06/2015
Capital OneCity, STATE,
  • Managed multiple departments comprised of 50 to 90 staff and 6 managers, leading day-to-day activities of a critical operations within the customer channel function and helping to drive digital business to reduce regulatory risks.
  • Key leader on a projects converting customer experience, systems and infrastructure on over 10 million accounts with less than 1% major defects.
  • Built and led team to resolve customer financial concerns with timely accuracy, enhancing multiple relationships.
  • Established and led a new team to increase relationship cultivation, contacting customers with a history of limited phone interactions, increasing productivity while reducing delinquency and regulatory risks.
  • Created internal attrition tracking process, resulting in exceeding established targets for transfers.
Vice President, Card and Retail Services, 11/2009 to 04/2012
HSBCCity, STATE,
  • Led multiple departments comprised of up to 150 associates and 6 to 8 managers.
  • Directed day-to-day activities of a high functioning operations team focused on reducing expenses while increasing profitability.
  • Restructured multi-card department, increasing productivity by 50% and quality by 15%.
  • Planned and successfully implemented several realignments for Card and Retail divisions, creating more effective manager to staff ratios and reducing unnecessary cost.
  • Developed a cross site calibration which eliminated redundancies and standardized similar functions at different locations.
Vice President, Global Projects and Operations, 05/2005 to 10/2009
HSBCCity, STATE,
  • Managed multiple relationships across all business lines, identifying and streamlining processes to have a seamless transition to global HSBC sites.
  • Directed planning, development, enhancements and maintenance of all global projects and ensured areas of accountability, including timelines and accuracy of implementation.
  • Managed partnership with executive sponsor, business members, technical teams, corporate staff and vendors, developed the vision and strategic direction for the overseas operations centers.
  • Contributed expertise to short term and long term planning in relation to FTE ramp up, capacity forecasting, facility availability and resource allocation.
Integration Manager, Global Resourcing, 10/2003 to 05/2005
HSBCCity, STATE,
  • Provided leadership to the business area and global processing center operations management, training department and project team members to ensure common understanding of project objectives and deliverables.
  • Developed the technology user requirements and pre-migration requirements for multiple transitions from the local site to the global processing centers offshore.
  • Exceeded budget targets of moving FTE and processes from domestic to the global sites each year.
  • Collaborated with global processing centers to hit or exceed "business as usual" designation with all projects.
  • Reduced budget by pioneering a combined role project management and operations oversight.
Manager, Collections and Consumer Lending, 06/1993 to 10/2003
HSBCCity, STATE,
  • Managed teams comprising of 12 to 20 associates working in a call center environment.
  • Professionally developed individuals to help them achieve their potential.
  • Effectively transitioned low performing teams into top performing teams through valuable coaching, mentoring and collaboration.
  • Successfully hired staff as required through open requisitions.
Education
Associate of Applied Science: Legal Assistance, Expected in Mar 1993 to Bryant & Stratton College (formerly Commonwealth College - Virginia Beach, VA
GPA:
Legal Assistance
Bachelor of Science: Business Administration, Expected in to Strayer University Chesapeake Campus - Chesapeake, VA
GPA:
Business Administration
Skills
Approach, Automation, Budget, Strategic Business Planning, Calibration, Call Center, Change Management, Coaching, Consulting, Forecasting, Leadership, Management Consulting, Mentoring, Process Improvement, Project Management, Quality, Relationship Management, Retail, Strategic Planning

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Resume Overview

School Attended

  • Bryant & Stratton College (formerly Commonwealth College
  • Strayer University Chesapeake Campus

Job Titles Held:

  • Management Consultant
  • Manager II, Memberships
  • Department Operations Manager, Customer Channels
  • Vice President, Card and Retail Services
  • Vice President, Global Projects and Operations
  • Integration Manager, Global Resourcing
  • Manager, Collections and Consumer Lending

Degrees

  • Associate of Applied Science
  • Bachelor of Science

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