Operations Team Lead resume example with 5+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

I take heart in overseeing the organizational activities of businesses by supporting a variety of departments and informing operational decisions with efficiency. I have a diverse background which allows me to establish great relationships with others, exceed my work objectives, and communicate effectively.

When I am not in the office, my hobbies and interests include outdoor adventures, scuba diving, yoga, getting lost in a good book, embroidering, architectural design, and following the tour dates of all my favorite bands.

Work History
03/2019 to Current
Operations Team Lead Dsv Road Transport Lugoff, SC,

I oversee general operations for Texas’ leading grant management firm and am responsible for the effective and successful management of labor, productivity, and quality control as established by the contract between the Texas General Land Office and GrantWorks. Adaptable and organized, my responsibilities include creating the financial invoices of the company in collaboration with the director for payment, informing strategic and complete action plans, as well as the implementation of them, frequent reporting and data analysis of quality and customer-service standards and identifying their trends, as well as interviewing, selection, hiring, and training of new and existing employees.

Skilled in conflict management and leadership, I oversee the Customer Relations team who works the front line dealing with grant recipients effected by Hurricane Harvey. I communicate applicant issues with Directors and devise ways of improving their experience, including resolving problems and complaints. I author and discuss employees performance appraisals, address employee performance and corrective action plans, and lastly maximize their workflow process.

03/2018 to 03/2019
Lead Quality Assurance Analyst Axos Bank Los Angeles, CA,

Primarily worked on Accenture's Facebook contract, driving user-friendly platforms, online engagement, and contributing to excellent customer service in a positive and personable corporate environment. Responsible for spearheading, training, and managing a project of 75 people, that exceeded metric-based and highly competitive quality expectations from launch. Utilized VLOOKUPS and pivot tables to generate weekly reports for the client showing the progression of the project's accuracy. Developed technical documentation and aggregated feedback about the functionality of the tools needed for the project in various stages of development. Worked collaboratively with Training, Policy, and Operations teams to collect, prioritize, and report on the root causes of decisions impacting each market and vertical.

04/2017 to 03/2018
Subject Matter Expert Ecs Federal Arlington, VA,

Consistently met and recurrently exceeded accuracy expectations and audited others in a highly competitive environment according to a set of regularly evolving policy standards. Used market-specific knowledge and root cause analysis to implement scalable solutions, improve the user experience and identify policy gaps. Liaised with the client to influence changes to product policy and delivered those changes via polished written updates, disseminated this information to the relevant teams, and coached peers on them.

11/2015 to 04/2017
Contract Administrator Grubhub Huntington Station, NY,

A role within the Business Management department, I oversaw the preparation, negotiation, and revision of contracts that involved the processing of $50 million in annual revenue of educational software, support, and services. Managed customer entitlement data in SalesForce and NetSuite, also mirrored it in the client’s proprietary Learning Management System. Assessed all incoming RFPs for the largest school districts in the country. Responsible for sales order configuration and process administration in working with the Finance team to supply performance reports and compile them into one monthly metric. Provided ongoing training and support to keep pace with changes in product, systems, and procedures.

Expected in 08/2013
Bachelor of Arts: Communications
St. Edward's University - Austin, TX
  • Coursework in Advertising and Public Relations
  • Minored in Spanish
  • Graduated summa cum laude
Expected in 07/2011
: Spanish Language And Literature
Universidad De Belgrano - Buenos Aires, Argentina,
  • Participated in an immersive seven month program focusing on Latin American economics, culture, and the Spanish language.
Expected in 04/2020
: Project Management
The University of Texas At Austin (CPE) - Austin, TX,
  • Intensive program needed as a prerequisite to take the PMP exam. Learned to integrate project management-related functions that are related to scope, time, cost, quality, human resource management, communication, risk management and procurement based off of the principles stated in A Guide to the Project Management Body of Knowledge.
  • Effective project management
  • Root Cause Analysis
  • Process Development
  • Quality assurance
  • Sales and marketing
  • Customer service
  • Leadership
  • Project Management Professional (PMP)

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Resume Overview

School Attended

  • St. Edward's University
  • Universidad De Belgrano
  • The University of Texas At Austin (CPE)

Job Titles Held:

  • Operations Team Lead
  • Lead Quality Assurance Analyst
  • Subject Matter Expert
  • Contract Administrator


  • Bachelor of Arts

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