manager process improvement resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

  • Continuous Improvement
  • Lean Six Sigma
  • Quality Management Processes
  • Change Management
  • Strategic Planning
  • Service Quality
  • Key Performance Indicators (KPIs)
  • Change Management Process
  • Process Improvement Initiatives
  • Managing Operations and Efficiency
  • Employee Coaching and Motivation
  • Cost Control
  • Continuous Improvement Methods
  • Customer Satisfaction
Work History
Manager, Process Improvement, 07/2019 to Current
Deluxe EntertainmentMarina Del Rey, CA,
  • Directed staff and managed annual capital budget.
  • Drove continuous improvement of processes with multiple functions through identifying opportunities for improvement, implementing root cause problem identification, high-quality data analysis directly related to achievement of company goals and financial objectives.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce costs.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Designed and implemented standardized structure for Software Product Escalations to Engineering, including: intake, prioritization and management.
  • Led recruiting, hiring, development, and evaluation of process improvement personnel to ensure efficient operation of department
  • Develop standards for project and operational goals, KPIs and training
  • Planned and executed yellow belt level Lean Six Sigma training for 95 employees across multiple functional areas.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Raised performance in areas of service, management and operations by identifying and targeting areas in need of improvement.
  • Propelled continuous improvements and strategically capitalized on current market trends.
  • Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
  • Applied customer feedback to develop process improvements and support long-term business needs
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
Process Governance, 01/2013 to 07/2019
PeratonJacksonville Nas, FL,
  • Developed and implemented process governance structure for all Technical Assistance Center functions to deliver world-class technical support to Omnicell customers
  • Planned and implemented ITIL compliant Customer Service Request Closure Process
  • Reduced Technical Assistance Center’s open service requests by more than 65%
  • Collaborated with cross-functional team to create and deploy Corporate HIPAA Authorized Persons processes, policies and procedures for all customer facing employees
  • Program managed development of new external customer facing Service centered mobile application
  • Ensured program design, coding, testing, debugging and documentation for application.
  • Facilitated conference calls and meetings with various team members and business partners for work assignments.
  • Assisted in developing and maintaining department policies and procedures to support organization and industry best practices.
  • Managed own work assignments under general supervision to complete self-assessments and other assigned reviews and projects.
  • Compiled data for analysis and developed tracking and reporting.
Information Technology Manager, 02/2007 to 12/2012
Pacific Premier BankEverett, WA,
  • Directed group of 15 IT operations personnel at two separate sites, responsible for providing corporate wide operations support
  • Executed ITIL V3.0 Service Operation, Service Transition and Service Design transformation resulting in 25% decrease in support calls, and decrease in incident ticket backlog by more than two-thirds
  • Established world class IT client services organization to enable consistent delivery of high-quality IT services to entire company
  • Scoped, project-managed, and implemented First-Level Client Services Desk and Second-Level Desktop Support organizations for entire company to address all desktop and phone issues in efficient and consistent manner.
  • Interviewed, hired, trained and mentored 15 staff by coaching daily, leading performance reviews and offering constructive feedback.
  • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
  • Authored service level agreements for help desk operations.
Branch Service Manager, 02/1999 to 07/2003
Verizon Communications CorpCity, STATE,
  • Led IT support group responsible for servicing six customer call-center sites in two states servicing more than 1,500 users
  • Oversight of all activity of 15 on-site data and voice technicians
  • Managed $1.3 million annual budget
  • Directed project teams in upgrading of data networks, all desktops and applications and applications servers with report-outs to client’s executive management team
  • Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
MBA: HealthCare, Expected in to Lake Forest Graduate School of Management - Lake Forest, IL,
Bachelor of Arts: English, Expected in to Northern Illinois University - DeKalb, IL,
Six Sigma Green Belt Certification ITIL V3.0 Foundations Certification Project Management Essentials for IT Professionals – 20 hours PMP Certification – estimated completion Mid: , Expected in 2022 to Adaptive - Des Plaines, IL,
Additional Information
  • AWARDS AND ACTIVITIES , Phenomenal Leadership Award 2021 Okta/MyOmnicell SSO Project Award 2019 Omnicell Achievement Award 2009 & 2010
  • Project Management Institute
  • [Area of certification] Training - [Timeframe]

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Resume Overview

School Attended

  • Lake Forest Graduate School of Management
  • Northern Illinois University
  • Adaptive

Job Titles Held:

  • Manager, Process Improvement
  • Process Governance
  • Information Technology Manager
  • Branch Service Manager


  • MBA
  • Bachelor of Arts
  • Six Sigma Green Belt Certification ITIL V3.0 Foundations Certification Project Management Essentials for IT Professionals – 20 hours PMP Certification – estimated completion Mid

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