operations analyst resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Career Overview

Specialties: Operations Data Analytics, Reporting, Supply Chain, Project Management, Data Modeling, Financial Analysis, Financial Planning and Budgeting, Business Development.

  • sql
Work Experience
02/2013 to Present Operations Analyst Loomis Sayles | Bloomfield Hills, MI,
  • Prepare and create flexible, dynamic reports and presentations to senior management and Human Resources.
  • Use graphics & statistical models to conduct analysis of actual performance across several metrics for customer service.
  • Advanced knowledge of multiple reporting sources used to consolidate significant amounts of data into strategic and relevant reports and analysis.
  • Extract data from the ODS data warehouse, Metrex, and other customer service reporting tools to combine and present data into an easy-to-understand format.
  • Produce dynamic ad-hoc reporting using advanced financial modeling skills and provide analysis with the objective to provide well-rounded business insights and recommendations for action designed to drive improvement of processes and productivity to achieve center goals.
  • Work with cross functional teams to continuously improve the presentation, efficiency, and on-time delivery of data and analysis to internal customers.
  • Proactively faces challenges head-on such as learning complex financial modeling formulas and techniques, SQL and Visual Basic for Excel to continuously improve reporting and analysis skills.
  • Team player who creates reporting for operations as well as floor management to aid in coaching and decision-making.
  • Proven multi-tasker who prioritizes several requests from various internal customers to meet tight deadlines.
  • Use advanced financial modeling, macros and VBA to automate and streamline reporting to ensure continued accuracy, efficiency and on-time delivery of KPIs.
  • Identify and recommend process improvements for assurance of data integrity and consistency across all reports and analysis.
  • Research potential data discrepancies for the customer service employees and communicate issues to IT for correction as needed.
  • Responsible for working with confidential and sensitive data for the Tampa call center.
  • Trained the reporting consultant on existing center reporting and general customer service metrics and processes.
  • Created an inventory system for the Customer Service VIP room; created Mobile Learning Center and Data Lab curriculums; created and facilitated Tech Support workshops for outlier reps; successfully launched new MLC/Data Lab inventory and checkout process.
  • Advanced experience with Microsoft Excel, Word, Powerpoint, Project and SharePoint Also experienced with ACCESS, VBA, Microsoft SQL Server, ACSS, Metrex, MyInfo and Visio Verizon, Customer Service Pro, Tampa FL, 6/2010 through 1/2013 Listen and respond appropriately in all interactions with consumer customers.
  • Work to establish rapport with customers while performing the full range of customer service and technical support functions.
  • Used expert negotiation and problem solving skills to resolve complex and non-routine customer concerns.
  • Actively reviews all customer account information to identify and match customer's current and future needs with the appropriate product and/or service.
  • Focus on selling to customers as appropriate in order to add a line, upgrade or sell accessories to exceed revenue targets.
  • Assess needs and suggest/promote alternative products and services while applying internal policies, procedures and guidelines.
11/2008 to 04/2010 Retail Sales Associate Wegmans Food Markets, Inc. | Burlington, MA,
  • Engaged selling to fit the customer with the appropriate total technology solution appropriate to their needs while maximizing profitability and attaining goals and budget objectives.
  • Greeted all customers in a professional, friendly, and timely manner to satisfy customer inquiries.
  • Participated in marketing efforts to solicit new business, including but not limited to outbound calling, community involvement, outreach programs, and promoting the brand inside and outside the store/retail location.
  • Worked with store management in opening, closing and operating the retail store, including but not limited to cash handling and deposits as governed by operations control standards.
  • Completed paperwork and transactions according to company policies and procedures.
  • Assisted in other tasks, duties, or projects as assigned by management.
05/2006 to 01/2008 Line Manager Raising Cane's | Orland Park, ,
  • Dedicated and industrious operations executive with profit and loss responsibility as well as extensive responsibilities in operational analysis.
  • Accomplished and assertive producer with a solid track record of gathering requirements and achieving long-term company objectives.
  • Forward-thinking and perceptive communicator who fosters a common understanding of enterprise goals and how to achieve those goals.
  • Establishes key performance indicators to identify areas for improvement and crafts a wide range of technical and financial solutions.
  • Aligns activities with top priorities and consistently exhibits sound strategic judgment.
  • Drives for improvement and collaboration across cross-functional divisions within an organization.
  • Overcomes obstacles and approaches challenges with a strong commitment to success.
  • Experienced decision maker in the areas of transportation, purchasing, inventory management, global import/export logistics, push or pull distribution, customer service, and operations management cost savings.
  • Communicated with several cross functional divisions, utilizing strong negotiation skills to achieve results.
03/2005 to 05/2006 Jr. Operations Consultant Banco Pichincha | City, ,
  • Established performance improvement skills and a consistent record of success in consulting with senior executives to develop effective solutions to strategic issues.
  • Improved operational costs and efficiencies by transforming ineffective business processes.
  • Established root cause analysis and created business cases containing standards for measuring performance.
  • Developed and built new processes and established new optimized procedures.
  • Created a balanced scorecard with several metrics and indicators of performance.
  • Managed cross-functional project teams in business process re-engineering, process re-design, and business/technology integration programs and projects.
  • Strong analytical skills and leadership abilities, coupled with tested and sound judgment.
English *Spanish
Education and Training
Expected in 2/2012 to to Master of Business Admin | Business United States University of Phoenix, Tampa, GPA:
Expected in 6/2005 to to Bachelor of Engineering | Mathematics Ecuador Universidad San Francisco de Quito, , GPA:

streamline, ad, analytical skills, automate, budget, business processes, business process re-engineering, call center, cash handling, closing, coaching, consultant, consulting, checkout process, Customer Service, data warehouse, decision-making, delivery, English, senior management, financial, financial modeling, Focus, functional, graphics, Human Resources, inventory management, inventory, leadership, logistics, macros, marketing, ACCESS, Microsoft Excel, Excel, Powerpoint, SharePoint, Word, negotiation, communicator, enterprise, ODS, operational analysis, operations management, policies, presentations, problem solving skills, processes, producer, profit and loss, purchasing, rapport, reporting, Research, retail, selling, sound, Spanish, Microsoft SQL Server, SQL, store management, strategic, Team player, technical support, Tech Support, transportation, upgrade, Visio, Visual Basic, VBA, workshops

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Resume Overview

School Attended

  • United States University of Phoenix
  • Ecuador Universidad San Francisco de Quito

Job Titles Held:

  • Operations Analyst
  • Retail Sales Associate
  • Line Manager
  • Jr. Operations Consultant


  • Master of Business Admin
  • Bachelor of Engineering

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