LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary
Results-focused management professional offering 15 years of progressive leadership experience. Transforms high-potential staff and successful in building and motivating dynamic teams that is critical to financial and operational success.
Highlights
  • MS Office proficient
  • E-learning software design experience with Articulate and Easygenerator 
  • Operations management
  • Policy/program development
  • Supervision and training
  • Time and resource optimization
  • Departmental Operations Management
  • Complex problem solving
  • Forecast for short and long-term staffing
Education
Ashford University Clinton, IA Expected in Bachelor of Science : Business Administration - GPA :
Ashford University Clinton, IA Expected in MBA : Organizational Managment - GPA :
Accomplishments
Business Development:
  • Reduced operating expenses by $1,886,500 in the 1st and 2nd quarters  of 2015
  • Client satisfaction survey results increased 25 % in the 1st quarter of 2015.
  • Executed below charge off budget by 1.2 million dollars in 4th quarter of 2014

Project Management:
  • Developed process controls for all departments and wrote standard operating procedures
  • Designed audit process to track performance weekly, monthly, and quarterly to drive the divisional performance.
Experience
Allied Universal - Operations manager - Training and Development
Spring Hill, TN, 08/2016 - 01/2017
  • Design and develop training programs for temporary employees, current staff, and all levels of management.
  • Implemented standard operating procedures for the fulfillment site 
  • Aligned divisions with lean manufacturing methodologies
  • Trained management on performance coaching methods
  • Established working relationships with all levels of leadership
  • Developed Process controls for all departments and standardized all operations by documenting a standard operating procedure to better align with lean operations.
  • Designing web based training for apparel designers to increase performance in marketing and sales.
  • Designing career development programs to increase employee performance and reduce attrition.
  • Implementing direct hire program and developing targeted selection training for management.
  • Coordinate e-learning platform to implement compliance with Environmental Health and Safety Standards.
  • Assist with environmental health and safety to establish annual compliance training in accordance with OSHA.
 
 
 
Citi Bank - ASSISTANT VICE PRESIDENT/ SR. COLLECTIONS SUPERVISOR
City, STATE, 01/2012 - 08/2016
  • Management of 40-50 direct reports. 
  • Direct strategic initiatives around federal collection laws and internal policies.
  • Ensure KPI's are met through agent performance
  • Forecast for long-term staffing and daily scheduling
  • Lead, motivate, and coach contact center agents and provide consistent and constructive feedback
  • Establish priorities, schedule daily work
  • Monitor the quality and quantity of work performed by the department and the individuals 
  • Conduct mid-year and year-end performance assessment of direct reports 
  • Develop strategy changes for workflow management, compliance, operational protocols
  • Maintains client focus and drive customer satisfaction surveys
  • Assess risk/reward relationships and make apply sound ethical judgment in business practices.
  • Identify risks, assess them, monitor them, and escalate them if needed.
  • Conduct development and career planning
  • Retain high performing employees and take action to develop under-performers.
  • Taught weekly internal classes to more than 20 new employees per class
  • Conducted small group and individual activities based on differentiated learning needs. 
Zwicker & Associates - TRAINING AND COMPLIANCE MANAGER
City, STATE, 2009 - 01/2012
  • Managed 20-30 direct reports 
  • Taught weekly internal classes to more than 50 employees.
  • Developed and delivered all technical training materials.
  • Developed a call calibration program to coach agents, increased collections by 21% and reduced the referrals to litigation by 33%.
  • New client contract, bid development, research and writing.
  • Design and develop policies and procedures to ensure compliance with client contracts.
  • Client services and internal auditing to ensure compliance contractual obligations.
  • Designed and developed training materials (leaders and participants guides)
  • Designed and developed new presentations and educational aides for new hire training classes.
  • Facilitated new hire training classes.
Premier Recovery, Inc - DIRECTOR OF TRAINING AND DEVELOPMENT, RECRUITING MANAGER
City, STATE, 07/2008 - 11/2008
  • Developed a 120-page training manual, in both hard and soft copies.
  • Monitored training costs and created budget reports for management.
  • Increased client base placements by 21% in 2 months.
  • Decreased turnover by 35% and increased staff by 31%.
  • Wrote and published new policies and procedures in regards to protection of confidential information.
  • Designed and implemented training curriculum that included leaders guides, participants guides and formal job aides.
  • Training programs developed include:    FACS computer system training tutorial,"The Performance Edge" training manual (new hire orientation 2 week course), GLBA training, safeguarding non-public personal information.
SallieMae - SR. TRAINING MANAGER
City, STATE, 01/2001 - 05/2008
  • Managed 15-20 direct reports in multiple sites.
  • Won the "Presidential Excellence" award as the employee of the year out of the 13,500 employees in 2005.
  • Led learning enhancement improving academic and people skills needed for success in the workforce.
  • Designed and developed supervisory developmental programs to reduced turnover by 11%.
  • Reduced turnover by 37%with redesigned new hire orientation program.
  • Designed and developed client specific contract training programs which increased client placements by 28% year over year.
  • Designed and developed computer systems training to include FACS, EAGLE, MS Excel and MS Outlook.
  • Expert on all collections and credit regulations 
  • Manage outside vendors relations.
  • Started a new call center in Horseheads, NY.
  • Awarded the Sallie Mae Excellence Award  for 2005.
  • Awarded the "We Stand Behind Our Customers Award" for excellence in customer service.
COMMUNITY AFFILIATIONS
  • Hogan Township Volunteer Fire Department - Firefighter & Treasurer / Grant Writer
  • Cincinnati Reds Urban Youth Academy - RBI Program 13u catchers coach
  • Lawrenceburg Speedway Fire and Rescue - Firefighter / Extrication Specialist
Skills
  • Customer service / collections Software: Salesforce Service Cloud, LiveAgent FACS, Eagle
  • Desktop Publishing Software: Photoshop, Illustrator, Publisher
  • E-learning Software:  Articulate Storyline, Easygenerator

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Resume Overview

School Attended

  • Ashford University
  • Ashford University

Job Titles Held:

  • Operations manager - Training and Development
  • ASSISTANT VICE PRESIDENT/ SR. COLLECTIONS SUPERVISOR
  • TRAINING AND COMPLIANCE MANAGER
  • DIRECTOR OF TRAINING AND DEVELOPMENT, RECRUITING MANAGER
  • SR. TRAINING MANAGER

Degrees

  • Bachelor of Science
  • MBA

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