Regional Vice President Of Operations Indiana Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Executive Profile

Resourceful and innovative operations executive with over 10 years of experience in business development, revenue generation, strategic planning, process improvement, and auditing. Skilled collaborator and mentor capable of building and motivating high-performing teams that exceed orgainizational  goals. 
Skill Highlights
  • P&L Management
  • Project management
  • Team building
  • Systems implementation
  • Operations management
  • Process improvement strategies
  • Cost reduction and containment
  • Procedure development
  • Market research and analysis
  • Change management
Professional Representation
  • Board of Directors, Collision Centers of America, 2012
  • Presented at CCC's National Conference on uses of the CCC workflow product, industry trends and centralizing business functions including call center implementation as it pertains to the collision repair industry.
  • Represented Collision Centers of America at Parakaizen B2B functions May, 2012, October, 2012, and October 2013.
Professional Experience
07/2015 to 04/2020 Regional Vice President of Operations - Indiana Wayfair Llc | Industry, CA,
  • Grew Regional Area of Operations from $29M in annual revenue to $75M in annual revenue in 5 years
  • Analyzed Financial procedures and implemented new SOPs that drove a reduction of Accounts Receivables down by 60% and increased the speed of Account payables.
  • Conducted/oversaw monthly audits of financial records to ensure accuracy of financial reporting and identify operational shortcomings.
  • Conducted/oversaw performance evaluations for all 400+ employees 
  • Reported monthly to C-Suite executives on the overall financial health of the Indiana organization and strategic direction of the organization.
  • Conducted/oversaw weekly and monthly operational audits to ensure compliance with company and governmental agencies.  
  • Developed appropriate budgets and administered expenditures that included P&L responsibilities of 20 facilities and a financial budget of $75M in revenue.
  • Set and implemented ambitious objectives and strategic growth plans that resulted in a double-digit growth and record revenues and EBITDA every year since 2016. 
  • Successfully lead an acquistion in 2018 that increased the Indiana Market of Operations by 50% and included the successful transition of 150 new team members. 
  • Spearheaded cross-functional initiative to improve employee on-boarding and reduce employee turnover that resulted in a reduction of overall turnover from 72% to just 24% in its first year.
  • Successfully negotiated a vendor conversion that resulted in a 15.5% increase in material margin.
  • Developed, piloted, and executed an employee development initiative that was adopted company wide.
  • Developed and deepened cross-functional relationships in order to drive projects and initiatives across the organization 
  • Used a Balance Analysis approach to determine and drive the overall health of the organization that lead the Indianapolis Market of Operations to a number 2 company wide ranking for 2018.
  • Developed and lead a team of 3 Regional Managers, 20 General Managers and 5 support staff team members as well as an Account Executive.
  • Approved/directed monthly expense reports for entire Indiana region. 
02/2014 to 06/2015 North American Senior Director - Appraisal Services & Strategic Network Management Innovation Group North America | City, STATE,
  • Conducted analysis to address damage estimate cycle time which led to a 35% decrease in appraisal times for insurance clients.
  • Managed and developed a team of 5 claims managers and 60-80 claim adjustors.
  • Spearheaded cross-functional initiative to achieve better claims cycle time and an enhanced customer experience.
  • Directed key performance metrics for a network of 2500 Collision repair facilities to achieve favorable results for insurance clients.
  • Successfully negotiated mutually favorable contracts with both Auto Insurance and Collision network partners.
  • Spearheaded a value stream mapping project, resulting in a 50% decrease in Claims handling cycle time.
08/2011 to 03/2014 Operations Manager Collision Centers Of America | City, STATE,
  • Responsible for performance metric management for 24 locations across 2 states
  • Conducted/oversaw monthly audits of financial statements to ensure accuracy and develop strategic initiatives to improve operational effectiveness 
  • Developed and managed a system that created a multi-layered data approach to real-time, in-process production data
  • Developed reporting system that enabled operational efficiencies across the entire organization.
  • Implemented new shop management software company wide
  • Designed and implemented operations SOPs to drive data accuracy and improve production at all 24 repair collision repair centers
  • Spearheaded and managed customer service initiative that resulted in a 96% customer satisfaction index
  • Lead project to successfully integrate shop management software and accounting software
  • Managed an insurance customer account that represented 40% of company's total revenue and resulted in meets or exceeds for all KPI's
  • Developed and implemented policies, procedures and process improvement initiatives to improve customer response time and increase customer satisfaction across 24 locations for 230 employees and a call center
  • Spearheaded cross-functional initiative to develop and launch a centralized Billing and Accounts Receivable process that resulted in increased cash flow and a reduction of force.
  • Created and implemented Central Services business unit supporting 24 facilities
  • Developed and launched a call center that serviced 24 internal locations, 22,000 customers annually and 450 insurance agents
  • Generated new business through the design and launch of a call center that was responsible for a 5% increase in revenue 2012.

2008 to 07/2011 Network Direct Repair Representative Progressive Casualty Insurance | City, STATE,
  • Launched partnerships with 5 auto repair facilities onto Progressive's Direct Repair Program
  • Liaison between customers and Repair Facility
  • Cultivated and managed vendor relationships to ensure a world class customer experience
  • Managed the repair process for 75-100 vehicles a month at 5 different locations
  • Performed quality assurance inspections during and post vehicle repair to confirm compliance with industry repair standards and state insurance regulations
  • Resolved escalated customer complaint issues
  • Served as a property damage resource for local claims offices and Fire & Theft teams
  • Investigated and resolved warranty claims.
Expected in Bachelor of Science | Technical Management - Project Management DeVry University, Downers Grove, IL GPA:

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School Attended
  • DeVry University
Job Titles Held:
  • Regional Vice President of Operations - Indiana
  • North American Senior Director - Appraisal Services & Strategic Network Management
  • Operations Manager
  • Network Direct Repair Representative
  • Bachelor of Science

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