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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Versatile and dynamic Operations Manager with extensive skills, experience and record of improving efficiency in business operations. Energetic and enthusiastic leader thriving in fast paced, challenge driven work environment. Strong critical thinking skills with ability to analyze and identify strengths and weaknesses in work process resulting in implementation of policies and procedures that improve company success.

Accomplishments

Service Management:

  • Through hands on training and leadership, consistent improvement in service quality was demonstrated by my work group resulting in 15 station of month awards (8 in district of 30 stations and 7 in region of 80 same size stations) from 2008 to 2013. Was selected for national award based on overall station performance in December 2012. This resulted in significant cash award.
  • Upon arrival in Sierra Vista, station had lost large contract and in jeopardy of losing another. Through implementation of service improvements, increased positive customer relationships and coaching employees, station was able to win back multi million dollar contract with year over year volume increase and save other critical contract from switching to competitor.
  • As new Operations Manager in Sierra Vista (rural station in southern Arizona), analysis of current market challenges showed inability to offer profitable services available in typical large city station. This challenge was overcome by leading cross operations group with ideas to make positive changes for successful implementation of these new services. Sierra Vista market now offers high revenue weekend and early morning services otherwise thought impossible with outstanding service rates including 100% early morning service.

Employee Management:

  • As one of several less tenured Operations Managers at large facility, was specifically selected by upper management to take on project to improve production and morale with low performing disgruntled work group within station. Within ten months of implementation, results of subsequent Employee Feedback Survey showed an improvement of 560%. Received annual achievement awards for three consecutive years based on outstanding survey scores.
  • As Station Manager, recognized for improving operational efficiency by 21.5%, reduction of OT by 50%, increased stops per hour from 8.40 in 2008 to 10.25 in 2013 meanwhile maintaining high work group morale and excellent employee feedback score.

Financial Management:

  • Successfully managed station through economic downturn past 5 years with positive financial results including increased operational efficiency by 20%, reduction of 2 FTE's (full time employee), overtime and controlling expenditures to exceed challenging budget goals every year.
  • When arriving at the Sierra Vista station, it was realized maximum revenue was compromised by missing or illegible invoice documents. Through plan development, training and accountability techniques, invoice documentation rose from 84% accuracy rate to 100% accuracy rate over a three month period which led to increased profits and regional station award.
  • Recognized for greatly surpassing full scale station audit of all operational processes. As result of outstanding score and process improvement, upper management selected me to join audit team to coach peer managers, implement new process ideas and audit locations throughout district.

Overall Management:

  • Majority of accomplishments were achieved during my 5 years as Operations Manager in Sierra Vista, AZ. When I arrived, operation struggled with scheduling, route structure, operational processes, customer service, organization and budget control placing overall performance at bottom of regional and district rankings. Through hard work, massive operational improvements and fostering positive work environment, station has turned into successful, profitable operation and consistently ranks in top echelon of FedEx best stations.



Experience
Operations Manager, 05/1996 - 05/2013
Colorado Boxed Beef Company Hammond, LA,
  • Mentored, coached and trained 74 team members.
  • Strong tactical communication experience with operations, customers, engineering, sales and software support.
  • Experienced in MS Office, Excel, SQL, analytical tools.
  • 17 years experience in transportation, logistics, customer service and fast paced distribution environments.
  • Identified and eliminated root cause of defects in operations.
  • Manager experience in leading remote team members.
  • 7 successful years of managing within ambiguous environment.
  • Identified inefficiencies and implemented process improvements.
  • Managed daily operations including logistics, scheduling, auditing, employee communications, performance reviews, productivity and safety.
  • Developed performance benchmark to exceed business goals.
  • Scheduled all inbound and outbound routes.
  • Optimized overall customer experience through improved front counter and courier service.
  • Oversaw development and launch of numerous policy and procedural changes.
  • FedEx courier for 10 years before promotion to Operations Manager.
Education
: General Education with emphasis in Math and Science , Expected in
-
Grand Rapids Community College - Grand Rapids, Michigan
GPA:
: , Expected in
-
- ,
GPA:

Relevant Training/Seminars

FedEx management training in Leadership Principles, HR and Legal Policies, Employee Conflict Resolution, Employee Performance Review, Station Operations, Employee Training and Coaching, Service Quality

: Business Management , Expected in
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Cochise College - Sierra Vista , Arizona
GPA:
Bachelor of Science: Business Management, Expected in
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Western International University - Phoenix, AZ
GPA:

Currently enrolled with projected bachelor's degree spring of 2015.

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Resume Overview

School Attended

  • Grand Rapids Community College
  • Cochise College
  • Western International University

Job Titles Held:

  • Operations Manager

Degrees

  • Bachelor of Science

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