Operations Manager resume example with 15+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Executive Summary

Experienced call center professional with strong leadership and relationship-building skills. Experienced workforce manager with proven ability to turn around under-performing programs to create highly profitable programs through training and partner relationships. As a veteran of the U.S. Marine Corps, I have a diverse portfolio of skills, cultural adaptation, and ability to work in various work environments.

Core Qualifications
  • Microsoft Office (Word, Excel, Power point)
  • Six Sigma Green Belt
  • Project Management
  • Sharepoint
  • IEX Workforce Management
  • Avaya, CMS

  • Staff development
  • Change management
  • Policy/program development
  • Cross-functional team management
  • Skilled negotiator
  • Sound judgment
  • Complex problem solving
  • Calm under pressure
  • Forecasting
  • Conflict resolution
  • Business and requirements analysis
Professional Experience
Sonder , ,
  • Managed support functions of diverse work teams consisting of the Internet, Administration, Problem Resolution, and Workforce Management Analyst.
  • Supervise a team which consistently met and exceeded sales and service goals.
  • Assist members with pre-mortgage qualification, basic underwriting, consumer loans, and financial management.
  • Promoted from Telephone Center Manager Created fun, informative, interactive presentations (to enterprise) focusing on change management, growth, and community presence.
  • Exercise good judgment with decision making in the process of hiring, salary recommendation, performance appraisals, and setting clear expectations for new universal call center.
  • Generated job requisitions, salary requirements and required professional skills for call center support positions Motivated team members to consistently achieve sales and service goals through applying skills of effective training, coaching, and management.
  • Created sales performance scorecards.
  • Assisted with the development of the call center's operations, quality and training processes.
  • Provided cross training to 50 staff members.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.
WORKFORCE MANAGER, 2009 - 04/2015
Deloitte , ,
  • Successfully managed client holiday ramp with increase of 250% FTE requirements, coordinated implementation of two additional sites, conducted seat capacity analysis, and risk assessment.
  • Key contributing member on Six Sigma Green Belt project reducing key performance metric resulting in savings of $400,000 Instrumental in the successful implementation of three unaligned, independent departments into a universal financial call center Created consolidated attendance reporting tool that was adopted and implemented into electronic national reporting tool across multiple call center sites Founder of an internal team-council which supports building relationships, creating best practices, and promoting team work.
  • Recipient of outstanding performance in WFM -4th QTR - 2011.
  • Implemented standard operating procedures adhering to consistency, compliance, and conformance within the financial, healthcare and insurance industry.
  • Conduct SWOT analysis Created workforce management performance scorecard used for providing coaching, and positive feedback; improving accuracy of on-going performance and annual review.
  • Meet and serve as an expert consultant on a regular basis with Account Management, Resource Planning and Operations Management to review Client requirements, performance concerns and resulting action plans Create project timeline to increase FTE 250% within six months for agents to provide support for client for an eight week period that generates one third of annual revenue Collaboration with cross functional teams resulted in successful FTE ramp and reassignment of personnel during client's seasonal business cycle generating 33% of annual revenue.
  • Negotiate priority consideration and approval for seat capacity from one location to three with residency of less than six months.
  • Implemented action plan to reassign qualifying personnel to other programs within organization Contributed to fourth quarter revenue by operating within budget guidelines for project.
  • Proactive mind-set which leads to taking initiative to seek root cause analysis Ensure data integrity, maintain a thorough knowledge of business data requirements and suggest value-added enhancements through creative change concepts.
  • Demonstrated ability to improve schedule efficiency on multiple programs with different forecasting methodologies.
  • Initiated program that standardized process and led to global implementation with an increase in schedule efficiency by 55%
  • Directed strategic initiatives to achieve [organizational objective].Built scheduling model for new business unit.
Deloitte , ,
  • Create, develop and implement an environment effectively utilizing workforce management tools to meet establish service level goals, effectively align schedules to call volume pattern, and create structure and adequate allowance for planning vacation and time off production (for meetings, coaching, training, etc.) Visionary strategist building cohesive communication links between departments, removing internal obstacles, and creating awareness of strategic alignment toward company goals and managing multiple priorities.
  • Role model for others by actualizing organizational values
  • Collaborate with key stakeholders to provide the best customer services Make appropriate decisions, even under pressure
  • Delegate responsibility and authority to maximize use of employees' skills.
  • Defined strategy and business plan for scheduling and forecasting team.
Midfirst Bank , ,
  • Provide guidance to Management on issues related to service levels, staffing requirements, production level, forecasted staffing needs, project status and maximizing efficiency.
  • Analyzed operational processes Identified process improvements Established best practices Implemented communication and assessment plan designed to support progression.
  • Consistently met or achieved forecasts goals for call center creating efficiencies that presented additional opportunities for training, coaching, meetings, personnel development and savings of FTE Developed reporting tools identifying key measurement components of call center, staff, and team performance.
  • Adopted as an effective means to manage and drive ownership among all levels of call center.
  • Established regular communication intervals reporting to various levels of management, associates, (and other departments) complete detailed analysis of call center capacity and performance; identifying trends, risks, and opportunities relating to scheduling, and real-time activities.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
  • Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Master of Arts: Adult Education and Training, Expected in 2015
University of Phoenix - ,

3.52 GPA

Bachelor of Science: Business Administration, Expected in
University of Phoenix - ,
Diploma : Personnel Administration, Expected in
Rochester Institute of Technology - Rochester, NY

Minor in Business Management


SWPP - Society of Workforce Planning Professionals


Account Management, Analyst, Avaya, basic, budget, Call Center, change management, CMS, coaching, consultant, council, Client, customer services, decision making, financial, financial management, forecasting, functional, hiring, insurance, managing, meetings, Excel, Microsoft Office, Power point, Sharepoint, Word, enterprise, Operations Management, organizational, performance appraisals, Personnel, presentations, Problem Resolution, processes, Project Management, real-time, reporting, risk assessment, sales, scheduling, Six Sigma, staffing, strategist, strategic, team work, Telephone, underwriting, cross-cultural communications, strategic planning,

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School Attended

  • University of Phoenix
  • University of Phoenix
  • Rochester Institute of Technology

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  • Master of Arts
  • Bachelor of Science
  • Diploma

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