Operations Supervisor resume example with 20+ 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:

Highly-qualified Operations Supervisor successful at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hard working leader with a history of streamlining operations and increasing efficiency.

  • Budgeting and cost control strategies
  • Technology
  • HR knowledge
  • Delegation
  • Production
  • Logistics oversight
  • Project management
  • Staff supervision
  • Management
  • Customer relationship management
  • Compliance standards
  • Coordination
  • Schedule development
  • Logical reasoning
  • Systems evaluation
Operations Supervisor, 03/2011 - Current
Ges Corporation Acme, MI,
  • Supervised 14 employees by providing first line supervision and technical guidance to claims processing and outstanding customer service.
  • Review third party draft accountability reports on a weekly basis. Account for all third party drafts and ensure that the amount on the report is consistent with the amounts paid.
  • Post, verify and certify time and attendance. Address discrepancy issues, consult with the employee, and determine a resolution.
  • Manage, schedule, approve or disapprove leave request depending on workload consideration and staffing.
  • Aligned operational boundaries between processes and production demands.
  • Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Develop, direct, and conduct detailed training for employees to improve technical aspects of their skillset.
  • Provide formal and informal instruction, mentoring, on-the-job, and refresher training.
  • Conduct interview and desk audits for customer service and organizational and efficiency.
  • Prepare and discuss monthly feedback discussions, in-line reviews, case reviews, and miscellaneous observations to ensure employees are following policies and procedures in processing their workloads accurately.
  • Prepare and discuss mid-year and final appraisals on performance and productivity for each employee by analyzing employee's work products.
  • Provide constructive feedback and acknowledge employee improvement and accomplishments.
  • Encourage two-way communication on progress and ideas for change to improve customer service to the public.
  • Work with LERT Specialists regarding grievances and employee performance issues.
  • Recommend employee awards based on successful and exceptional work ethic.
  • Review, interpret, and utilize Management Information Reports in addressing significant trends. Recommend improvements in staffing adjustments, work assignments, and identify training needs.
  • Perform monthly integrity reviews to ensure that employees are compliant with SSA policies and to deter fraud and abuse.
  • Developed and oversaw strategies for improving operational efficiency and accuracy.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Motivated employees to share ideas and feedback.
  • Reduced process lags and effectively trained team members on best practices and protocol.
  • Adhered to operational schedules by monitoring daily, weekly, monthly and annual performance indicators.
  • Built upon established practice standards to improve operational performance and reduce labor costs.
  • Attend recruitment events and assisted in the hiring process. Interview candidates and provide recommendation on potential candidates for employment.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Maintained workplace safety by involving employees in order to maximize engagement and team morale.
  • Assist manager with in preparation site safety audits and take corrective action on any recommendations or safety violation.
  • Create SAFE AIRS reports for incidents and advisories. Create and submit Fact Sheets for Area Director Office (ADO).
  • Monitored daily operations and performed safety audits to check that staff followed administrative policies and regulations.
  • Maintain the computers and server equipment as Site LAN Coordinator (SLC) by performing scans and updates to the computer infrastructure.
  • Manage, plan, organize, and direct seminars about Social Security matters with a variety of individuals and groups, including Department of Economic Security, Area Agency on Aging, local community libraries, and Horizon Human Services.
  • Evaluate multiple organizational payees' records. Review, audit, and educate payees on the proper procedure in performing their duties in accordance to the rules and regulations.
Social Insurance Specialist Claims Specialist, 08/2006 - 03/2011
Fidelity Investments Thonotosassa, FL,
  • Determined liability, compensability and benefits due on each claim.
  • Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items.
  • Monitored reports to identify claims issues and worked with adjusters to resolve problems.
  • Tracked and reported on patterns of claims and repeat offenders to help eliminate system abuse.
  • Explained loss coverage, assisted policyholders with options and computed estimated monthly benefits payable at various ages to enable individuals to make retirement decisions.
  • Educated customers about work incentive provisions and their responsibilities to report and submit appropriate forms or proofs.
  • Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
  • Investigated and resolved problems with customer payment or eligibility.
  • Researched case situations and reconciled discrepancies causing interruption in receipt of monthly benefits.
  • Analyzed, calculated, documented, and resolved overpayment issues by negotiating a payment plan, compromise or determining if the overpayment does/does not exist or collectible/uncollectible.
  • Drafted and mailed decision notices to clients with appeal rights.
  • Delivered exceptional customer service to all clients by effectively communicating information and actively listening to concerns.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Improved operations by working with team members and customers to find workable solutions.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Volunteered and assisted co-workers by taking extra interviews and alleviating aged workloads.
  • Mentored new employees in social security programs by providing formal or informal instrcution.
Customer Service Representative, 09/2002 - 08/2006
Social Security Administration City, STATE,
  • Interviewed customers or their representatives to determine the nature of their problem or interest.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed account and service histories to identify trends and issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Investigated and resolved problems with customer payments or eligibility.
  • Provided customers with information, advice or instructions about eligibility and benefits available under Social Security programs.
  • Analyzed, calculated, documented, and resolved complex Social Security issues.
  • Processed new, replacement, and complex Social Security cards by evaluating documents for authenticity.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Soldier, 02/1989 - 06/1995
US Army City, STATE,
  • Stationed at Ft. Dix, NJ; Ft. Sam Houston, TX; and Tripler Army Medical Center in Honolulu, HI
  • Operated equipment to analyze bodily fluids for anomalies.
  • Reviewed patient data, prepared data reports and signed off on release of information requests.
  • Cleaned and sterilized lab area, tools and equipment.
  • Performed serology and microbiology analysis, chemistry analysis, urinalysis and hematology for multiple patients daily.
  • Cultivated, isolated and identified microorganisms in biological samples to assist in diagnostic efforts.
  • Conducted blood counts and other tests to support safe transfusion processes.
  • Maintained clean and fully operational laboratory equipment.
  • Calibrated, repaired, troubleshoot, and tested various machines for quality control.
  • Followed strict aseptic techniques to protect patients when collecting blood and tissue samples.
  • Conducted quality control checks, calibration and technical troubleshooting of hematology analyzer.
  • Followed laboratory guidelines for handling biological specimens.
  • Processed blood bank, urinalysis, serology, microbiology, hematology and chemistry samples daily, including manual reporting and quality reviews.
  • Recorded control values from technical instruments to maintain reliability and validity of test results.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Scheduled appointments, filed medical records and answered phone calls.
  • Tested and processed donor blood for shipment to Iraq for injured soldiers and civilians during Operation Desert Shield/Storm.
Education and Training
Bachelor of Arts: Management With Concentration in Business Law, Expected in 09/2017
National University - La Jolla, CA
Associate of Arts: General Studies, Expected in 07/2002
Central Arizona College - Coolidge, AZ
Diploma: Medical Laboratory Specialist Basic Course, Expected in 08/1989
US Army - Ft. Sam Houston, TX,
Additional Information

Multiple awards and recognition received and available upon request.

Honor student: Magna Cum Laude and Phi Theta Kappa and available upon request

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Resume Overview

School Attended

  • National University
  • Central Arizona College
  • US Army

Job Titles Held:

  • Operations Supervisor
  • Social Insurance Specialist Claims Specialist
  • Customer Service Representative
  • Soldier


  • Bachelor of Arts
  • Associate of Arts
  • Diploma

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