operations manager resume example with 17+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary
IT Senior Product Owner and Senior Manager of Technical Product Management IT leader with over 15 years of Hotel and IT industries experience with a proven track record for driving the on-time and on-budget delivery of complex cloud-based technology solutions catered to the Hospitality and Travel Industries.
Skills
Leading Cross-Functional Teams
Onshore and Offshore Delivery Model
SCRUM / Agile Development
Program and Project Management
Team Mentorship and Development
Communication with Executives and End Users
Portfolio and Release Management
Requirements Gathering and Documentation
Accounts receivables, Technical Support
Agile
Budgets
Com
Content
Credit
Customer Satisfaction
Customer service
Delivery
Documentation
English
Features
Functional
General Manager
Hiring
UX
Inventory
Director
Marketing plan
Market
Processes
Project Management
Property Management
Quality
Requirement
Requirements Gathering
Sabre
Sales
SCRUM
SDLC
Seminars
Spanish
Technical direction and product strategies
Product management
New product launch management
Product launch management
Productivity improvements
Technical understanding
Agile workflow processes
Technical analysis
Design patterns and principles
Web user interfaces
Strategic business planning
Data analysis and reporting
Systems and automation applications
Performance analysis
Research and trend analysis
Public speaking
Mentoring and coaching
Work History
02/2002 to 01/2008
Operations ManagerOffice Depot – Kentwood, MI,
Trained, developed and mentored new and existing employees focusing on excellence in customer service, maximizing guest satisfaction.
Handled refunds, rebates and special packages minimizing credit card disputes.
Managed more than $700K in accounts receivables and recovered over $200K in lost accounts.
Oversaw hotel operations on behalf of the General Manager ensuring smooth daily operations.
Worked closely with the Housekeeping and Engineering departments in order to ensure all rooms were fully functional to maximize hotel's revenue.
Assisted the Director of Sales with the implementation and achievement of the Sales and Marketing plan, budgets and strategies.
01/2009 to 12/2009
Operations ManagerOffice Depot – Kerrville, TX,
Trained, developed and mentored new and existing employees focusing on excellence in customer service, achieving this way a 4.8 out of 5.0 score in Expedia Customer Satisfaction Ranking.
Oversaw hotel operations on behalf of the General Manager ensuring smooth daily operations.
Actively interacted with all departments to develop new strategies in order to achieve previously set goals.
Monitored Room Inventory and Rates on different distribution channels achieving excellent placement and rate parity on all channels (Expedia, Travelocity, Orbitz, Hotels.com, etc).
Set up rates and Inventory according to market's demand to maximize revenue.
Coordinated overflow guests from nearby hotels to accomplish perfect sells and maximizing hotel's revenue.
04/2010 to 04/2016
Supervisor Applications Analyst / Product OwnerSabre – City, STATE,
Analyzed existing systems and business models of over 6500 customers in order to gather requirements for defect remediation and new enhancements.
Acted as the subject matter expert for anything SynXis Property Management (PMS) related.
Supported over 12 scrum teams located in India and the US during the implementation of new enhancements as per the business requirements.
Conducted requirement analysis and presented potential solutions to both customers and internal departments.
Lead, trained and mentored a team of 8 systems analysts working in multiple work streams.
Demonstrated new functionality to customers and obtained their approval prior to deployment to production environments.
This resulted in an acceptance rate of 96% of all new enhancements thus reducing the need for rework.
Trained SynXis Property Management Trainers and Technical Support teams on new functionality so they can properly train and support both new and existing customers.
Created user help documentation on Sabre PMS while ensuring the accuracy of content.
Currently overseeing inception cloud-based Hospitality Property Management Systems and Corporate Travel Booking Application.
Craft product roadmap necessary to implement PMS in over 7000 properties generating over $10M annually.
Responsible for delivering over 200 features required to meet customers' need while ensuring that end to end solutions are defined, technical readiness guidelines are followed and quality metrics are met.
Apply UX principles throughout the SDLC in order to achieve a CSAT score of 80 points during Beta Launch by keeping users in the forefront, implementing usability and AB testing, and evolving designs based on user feedback.
Apply Design Thinking strategies to solve for the main business needs in a quarterly basis.
Design the implementation of solutions that span across multiple applications in SynXis Platform (CRS, PMS, Shared Services, Booking Engine, etc.) while coordinating with both Technical and Product stakeholders.
Participate in Data and Solution Design sessions ensuring that data structure and design patterns are correctly utilized achieving 99.995% of uptime.
Manage a team of 12 Business Analysts in Dallas, US and Bangalore, India.
Demonstrated full store expertise on merchandise locations, enabling optimum service to inquiring customers.
Education
Expected in 2002 to to
Bachelor's degree: Computer Sciences The University of Nueva Esparta - Caracas, Venezuela, GPA:
Completed Hiring Practices, Effective Employee Discipline and Termination, Non-Harassment, and Preventing Violence in the workplace seminars by Paychex
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