Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Focused people and experience centric leader with 20+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures. Organized and efficient leader supporting corporate level personnel and clients with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.

  • Customer Experience Management
  • Call Center Operations, Client Account Management
  • Business Process Improvement
  • Strategic Agility, Vision and Planning
  • Research & Industry, Performance Analysis
  • Organizational Development and Large Team Management
  • Project & Change Management (PMP)
  • Root Cause Analysis & Problem Solving
  • Product Launch & Management
  • Finance Business Case, Budget, Forecasting, Invoicing
  • Recruiting, Payroll, Staffing/Scheduling
  • Business Development, Human Resources, Performance reviews, Stories
  • Leadership development, Project Management
  • Business Process Outsourcing (BPO)
Work History
Operations Director, 09/2020 to 03/2021
Arup Laboratories, IncSandy, UT,
  • Responsible for performance delivery to one of the Big 3 Auto Makers as a client partner including voice, chat offline and sales services for 16 lines of business
  • Directed team of 1000+ in operational development of service network, including implementation of quality requirements and operating standards
  • Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste
  • Oversight of program results, contractual management, monthly financial performance/forecasting and invoicing
  • Serve and participate proactively with other members of senior management and the executive team in developing and executing strategic plans to optimize the organization in support of its missions and business objectives
  • Responsible for recruiting, retaining and development of top leadership talent including daily performance management, performance assessments and appraisals
  • Boosted team productivity through enhanced leadership training and streamlining of operational tasks
  • Interacted well with front line agents , 3 leadership levels as direct reports to build connections and nurture relationships
  • Worked directly with cross-functional support teams to brainstorm, discuss strategy and mitigate service delivery and business process issues
Client Solutions Director, 08/2019 to 09/2020
Avaya, Inc.Durham, NC,
  • Provided Best in Class white glove client service to top Healthcare and Insurance provider
  • Worked with client executive leadership to develop solutions specifically targeting client experience and service delivery goals
  • Managed the creation and facilitation of senior executive client performance reviews
  • Distributed all client feedback directly to internal teams with clear context and direction
  • Completed post- mortem to identify critical success factors and used data to consistently strengthen and improve pursuit strategies
  • Achieved individually set objectives for business development including client relationship building while playing a critical role in building a network of partners and suppliers that are the best in class, in line with agreed policies and guidelines on customer and experience management
  • Responsible for multiple account managers’ daily analysis, business planning, client support and communications internally and externally for customer service quality and optimal performance KPI outcomes
  • Provided client service team oversight to meet client expectations and business metrics for all client service issues, and report issues and status to internal and external stakeholders
  • Led client engagement and relationships by driving client outcomes and delivering against strategic priorities while managing and cultivating a high performing team
Senior Manager, Projects, 07/2014 to 03/2019
L&T InfotechHyderabad, IN,
  • Successfully completed rigorous 12 week Six Sigma/Lean certification
  • Managed multiple complex projects in support of customer care, retail, and digital operations
  • Translated technical and operational requirements into effective project plans and communicated objectives, key strategies, and execution tactics to stakeholders
  • Established product and service strategies, success metrics, roadmaps, and implementation approaches
  • Created and deployed program standards, templates, and tools, including communication and change management plans, risk management strategies, user stories, and project documentation
  • Facilitated solutions workout and ideation sessions with cross-functional team members and leaders
  • Collaborated with departmental leaders to design and implement a new scheduling strategy that generated $4.4M in savings
  • Orchestrated concept-to-launch Unified UI design that became the primary design across all platforms, including digital
  • Created and implemented an effective communications strategy for internal and external customer interactions for L&D and Digital Communications teams
  • Devised an IVR routing process and collaborated with vendors to resolve issues, deflecting 1.2M customer communications and affording $12M of savings
  • Revamped product trade-in and customer contract override process, resulting in $8M of savings
  • Managed an effective tool optimization project that improved frontline efficiencies and steered a 15% shift in contact-to-digital customer engagement, yielding a savings of $4M
Senior Manager/Director, Global Technical Support, 08/2009 to 06/2014
Verizon WirelessCity, STATE,
  • Began career with Verizon in 2001 as a front line agent, rapidly promoted through assignments with increasing responsibility
  • Developed tools and solutions for measuring and reporting center management performance metrics.
  • Provided leadership and strategic planning to ensure all teams met or exceeded performance objectives
  • Served as the Interim Director for an 1100-employee call center.
  • Cultivated relationships with internal departments and executive leaders to resolve executive complaints
  • Consistently exceeded performance objectives; achieved and maintained #1 rank out of 115 Senior Managers for 12 consecutive months; rated as “leading” in performance appraisals every year
  • Consulted with the Operations Director to implement programs that achieved customer experience performance metrics, budget, scheduling, and employee engagement goals
  • Designed and facilitated the first Emerging Leaders development training curriculum for future/newly promoted call center supervisors that was subsequently adopted in 12 call centers; implemented and analyzed key metrics to measure the ROI and effectiveness of leadership development initiatives
  • Certified Go-To-Market trainers to deliver creative and effective training; achieved over 95% approval rating based on employee/leadership surveys
Executive MBA For Engineers/Technology Managers: Business, Expected in 04/2019
Rutgers, The State University Of New Jersey - New Brunswick, NJ
Master of Management: Business, Expected in
University Of Phoenix - Tempe, AZ
Bachelor of Arts: Interdisciplinary Studies, Expected in
University of South Carolina - ,
  • Project Management Professional (PMP) - Jun 2020
  • Six Sigma/Lean Certification- Verizon - June 2014

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Formatting
  • Length
  • Personalization
  • Strong Summary
  • Target Job
  • Typos

Resume Overview

School Attended

  • Rutgers, The State University Of New Jersey
  • University Of Phoenix
  • University of South Carolina

Job Titles Held:

  • Operations Director
  • Client Solutions Director
  • Senior Manager, Projects
  • Senior Manager/Director, Global Technical Support


  • Executive MBA For Engineers/Technology Managers
  • Master of Management
  • Bachelor of Arts

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: