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

Accomplished strategic leader who consistently influences successful outcomes, builds strong cross-functional partnerships, and crafts viable long-range plans. Passionate people leader who cares about helping others leverage their strengths to achieve business goals.

Skills
  • Contact Center
  • Communications Strategy
  • Change Management
  • Process Improvement
  • Strategic Planning
  • Field Operations
  • Sales & Marketing
  • Product Management
Education
University of Illinois Springfield, IL Expected in Master of Arts : Arts Management - GPA :
Clarion University of Pennsylvania Clarion, PA Expected in Bachelor of Arts : Political Science - GPA :
Work History
Guild Holdings Company - Manager, Enterprise Business Solutions
Tampa, FL, 05/2019 - Current
  • Responsible for building, leading, and developing a new contact center and clinical desktop application technology team.
  • Design and deliver technical solutions aligned to key business units: clinical operations, contact center, customer experience, provider relations, marketing and inside sales teams.
  • Developed and executed a strategy to successfully deliver a multi-faceted telephony improvements project which included upgrading all telephony infrastructure and applications within a tight time frame.
  • Created and maintain a multi-year product roadmap to deliver technical solutions to increase IVR containment, empower agents and automate processes.
  • Reduced operational cost by delivering solutions which reduced live-agent call volume by 52%, introduced a screen pop with a 42.6% take rate, and increased IVR automation containment by 15.3% (goal was 6.8%.)
  • Lead executive sponsor and governance team meetings comprised of C-level executives, VPs, and directors to review and align on short- and long-range deliverables.
  • Negotiate with vendors to secure discount pricing on professional services and halt overage spend.
Leidos - District Manager
Carbondale, IL, 05/2017 - 05/2019
  • Led a team of 300+ seasonal associates across 15 cities comprised of 27 retail tax offices (average district size is 17 offices.)
  • Selected for a special job rotation to oversee what was once two separate districts in western and central Missouri.
  • Developed and implemented a business sales strategy to grow revenue from $8MM to $9MM.
  • Within first 6 months, achieved an 18.5% increase in sales revenue from prior year. In year 2, delivered a 16.3% increase in sales.
  • Recruited, onboarded, and trained associate talent by encouraging existing associates to refer job seekers in understaffed areas (grew staff from 250+ to 300+ within first year.)
  • Created a positive workplace culture through regular recognition, soliciting associate feedback and enacting change to improve the district team.
H&R Block - Product Owner
City, STATE, 12/2012 - 05/2017
  • Promoted to a corporate position leveraging my field experience, project management skills and cross- departmental relationships to influence multiple national pilots and program launches.
  • Led program management office function for BlockWorks professional tax preparation software national launch.
  • Optimized and led go-to market efforts resulting in an 85% adoption rate (goal 55%.)
  • Created Quality Performance Review process dramatically lowering the number of user entry errors through qualitative and quantitative analysis of software usage.
  • Translated key learnings into a 3- year product roadmap to implement a software feature called Quality Plus Review (QPR) to prevent errors and reduce claims costs.
  • Produced product metric dashboard to guide strategic decisions through all phases of national deployment.
  • Prepared weekly program status presentations for C-level executives.
  • Conducted monthly cross-functional stakeholder reviews with senior executives.
  • Equipped our on-site contact center with a multi-year plan to improve and standardize the use of KANA software at onshore and offshore facilities.
  • Implemented a regular cadence to review backlog items, solicit stakeholder feedback, and gain sponsor approval resulting in improved departmental alignment.
H&R Block - Operations and IT Manager
City, STATE, 09/2010 - 12/2012
  • Led operations and IT team of 27 full-time associates in supporting 511 retail locations across 7 states in the East, Midwest and Western United States.
  • Delivered effective office operations within schedule and budget of $17MM.
  • Achieved client engagement facility score of 90% (versus 80% company average.)
  • Designed an improved onboarding program for new operations and IT associates.
  • Contributed to the development of Enterprise Office Readiness Workflow tool by sharing best practices of how high-performing operations associates plan and implement tasks.
  • Developed 5 associates for promotion – 3 became district managers and 2 accepted corporate positions.

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Resume Overview

School Attended

  • University of Illinois
  • Clarion University of Pennsylvania

Job Titles Held:

  • Manager, Enterprise Business Solutions
  • District Manager
  • Product Owner
  • Operations and IT Manager

Degrees

  • Master of Arts
  • Bachelor of Arts

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