Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Experienced professional bringing 20+ years of development, quality assurance, IT and business operations experience. Industries include telecom, financial, utilities and retail POS.

Versatile Senior Director highly experienced in Engineering and Operations. Hands-on leadership and management background with a solid track record of success in process optimization and operational restructuring.

Effective people manager and big-picture thinker adept at leading projects from concept through completion. Numerous multi-year interrelated projects. Organized Program Manager adept at overseeing logistics operations and supply chain projects. position with a growing operation.

  • Policy and procedure improvements
  • Program leadership
  • Performance monitoring
  • Project coordination
  • Individual instruction
  • Lead generation
  • Key accounts and territory management
  • Brand management
  • Issue and conflict resolution
  • Contract development and management
  • Project planning
  • Team management
  • Friendly, positive attitude
  • Active listening
01/2008 to Current
Program Manager Solutions Delivery Blue Shield Of California Los Angeles, CA,
  • Direct, manage, supervise all aspects of Customer Solutions for Utilities Industry.
  • Collaborate closely with sales and marketing identifying opportunities.
  • Create budgets for each project.
  • Manage and track budgets to meet or exceed financial goals.
  • Write and respond to RFP (Request for proposal) and RFQ's (Request for quotes).
  • Build solid working foundations with customers.
  • Improved over 50% by altering approach to transparency.
  • Prepare and present status and informational reports.
  • By identifying across customer templates for status reports improved customer satisfaction by 35%.
  • Enhance professional Services group by building specific training classes for each job code.
  • Provide continuing education utilizing workshops, and town hall meetings.
  • Strengthened expertise by 47%.
  • Collaborate with manufacturing in identifying needs and dates.
  • Working with peers to improve turn around by 20%.
  • Improve working relationships with vendors and sub contractors through strong communications and team atmosphere.
  • Locate and identify real estate for each project.
  • Warehouse and office space.
  • Hire local personnel for deployment when possible (Provide training and safety classes for all deployment personnel).
  • Maintain core group to act as trainers, mentors and delivery personnel.
  • Schedule product delivery and roll outs (water, gas and electric meters.
  • Provide quality service personnel for improved delivery cycle.
  • This has increased delivery solutions by 20%.
  • Complete projects and maintain strong working relationships with clients Senior Director of Operations / Senior Director Network Operation Centers.
  • Delivered training for staff development, change management and materials, process and technical controls.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Eliminated downtime and maximized revenue by providing top project quality control.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
  • Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
  • Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
  • Monitored and created reports showcasing program outcomes to communicate results with clients and stakeholders.
  • Uncovered issues to determine solutions and assist program participants.
01/2000 to 12/2007
Senior Director of Operations & NOC NEXTEL & SPRINT City, STATE,
  • Support and Directed all aspects of NEXTEL's wireless network.
  • Collaborated with peers to maintain and exceed customers expectations.
  • Enhanced personnel group through hiring "right fit" personnel and improved training for all employees.
  • This really helped in building network.
  • Washington Post best network year over year.
  • Created strong team experience by introducing across organizational team building and communication building.
  • Not only did this bring more awareness to entire organization it became safe place to discuss ideas and issues.
  • This increased communication by 40%.
  • Improved field issues by identifying early planning and time lines for annual events (down tilting, storm preparedness, disaster recovery and network failures.
  • Consistently exceeded financial goals set for organization.
  • Increased real estate (cell towers) across region.
  • DC, Mid-Atlantic and southeast areas by 18% each year.
  • Improved personnel retention through open communication and well defined goals.
  • Overall responsibilities for all of SPRINT's Network Call Centers, (NOC.
  • Monitored subcontractor operations and applied effective time, resource and money management strategies to delivery under-budget project completion.
  • Conducted routine quality audits to verify progression against specifications and initiated corrective actions to remedy concerns.
  • Coordinated with site personnel, clients and local government officials to achieve on-time project delivery.
  • Managed hiring for certain roles and actively coordinated talent management and recruitment.
  • Collaborated with construction administration consultants to schedule field observations.
  • Recruited and hired individuals demonstrating passion, dedication and added value to team.
  • Trained over 200 employees on business principles, best practices, protocol and system usage.
  • Represented integrity and professionalism in all areas of business, serving as mentor and roll model to staff.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
  • Identified and solved complex strategy problems to drive organizational goals.
  • Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
  • Monitored progress by establishing plans, budgets and measuring results.
02/1995 to 01/2000
Program Manager Consultant AT&T Government Solutions, AT&T Wireless, BPE City, STATE,
  • Designed, built and maintained Network Operation Centers for BB&T, ATT Government solutions.
  • Instituted process improvements for various clients such as; AT&T wireless,.
  • Restructured AT&T wireless quality assurance group by introducing formal test designs, plans procedures and test summaries.
  • Evaluated and restructured customers Network Operations Centers.
  • Introduced and built quality assurance group for US Banks.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Managed quality programs to reduce overdue compliance activities.
  • Performed forecasting to identify necessary changes for supply chain business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delegated work to staff, setting priorities and goals.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
Education and Training
Expected in 09/1982
Bachelor of Computer Science: Computer Science
Ohio University - Athens, Ohio,
  • Leadership of greater than 400 employees with several direct reports wireless technology experience ITIL certified PMP certified Agile, Lean program management Process improvement SKILLS.
  • Team leadership and direction.
  • Policy and procedure improvements.
  • Program Development and Management.
  • Performance Monitoring.
  • Budget Coordination.
  • Partnership Development.
  • Software Documentation.
  • Customer and personnel training.
  • Budgeting.
  • Documentation Proficiency.
  • Project Management.
  • Program Management.
  • Scheduling.
  • Procurement.
  • Client Interaction.

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Resume Overview

School Attended

  • Ohio University

Job Titles Held:

  • Program Manager Solutions Delivery
  • Senior Director of Operations & NOC
  • Program Manager Consultant


  • Bachelor of Computer Science

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