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senior director of operations resume example with 11+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary


Results-driven Senior Director of Operations with a proven track record of optimizing operations and driving outstanding customer satisfaction. Expertise in developing and implementing effective training programs to enhance employee skills, improve efficiency, and foster continuous improvement. Skilled in project management, ensuring timely delivery, and implementing process improvements. Strong in cross-functional collaboration and building robust client relationships. A dynamic leader experienced in building and leading high-performing teams. Committed to achieving operational excellence and delivering impactful results.

Skills
  • Strategic Planning
  • Leadership and Team Management
  • Process Improvement
  • Financial Management
  • Change Management
  • Cross-functional Collaboration
  • Performance Metrics and Analysis
  • Risk Management
  • Vendor Management
  • Communication and Presentation

Education and Training
Southern New Hampshire University Hooksett, NH Expected in 05/2021 MBA : Business Administration And Management - GPA :
Southern New Hampshire University , Expected in 05/2021 M.S : Healthcare Administration - GPA :
Southern New Hampshire University , Expected in 01/2019 B.S : Healthcare Management - GPA :
Career College , Expected in Certified Medical Assistant : - GPA :
, Expected in Associate's degree : - GPA :
Experience
Mastec - Senior Director of Operations
Boston, MA, 09/2022 - Current
  • Led call center operations for a 650+ employee workforce, ensuring customer satisfaction and achieving key performance indicators (KPIs) such as a 5% abandonment rate and 80% service levels within 60 seconds.
  • Developed and implemented training programs to enhance employee skills, improve operational efficiency, and drive continuous improvement. Achieved a 15% improvement in employee productivity and a 20% increase in retention.
  • Managed Average Handling Time (AHT) of under 5 minutes for scheduling accounts and AHT of 2 minutes or less for answering service accounts.
  • Oversaw the onboarding process for new BPO engagements, ranging from nearshore to offshore, ensuring seamless transitions and operational excellence.
  • Successfully managed projects, ensuring timely delivery, cost-effectiveness, and quality standards. Led the implementation of a new call center software system, resulting in a 30% increase in operational efficiency.
  • Collaborated cross-functionally with various departments to optimize operations and drive performance across multiple BPO locations.
  • Monitored operational metrics, identifying areas for process improvement and implementing training initiatives to enhance performance. Led change management initiatives resulting in a 25% reduction in errors and improved overall efficiency.
  • Recruited, trained, and developed a high-performing team, enforcing policies and procedures to ensure compliance and employee growth.
  • Cultivated strong client relationships with prominent organizations, such as City MD, Summit Health Care, Mount Sinai (NY and FL), Advocare, and Bay Area Community Health Centers.
Benchmark Senior Living - ACO Market
North Attleborough, MA, 05/2021 - 08/2022
  • Spearhead all facets of operations across three accountable care entities through Medicare leveraging strategic planning skills to incorporate shared savings between CMS and ACO
  • Generate cost-effective plans applying innovative thinking and healthcare acumen to achieve $5M in savings and improvement of AWV and TCM claims over a seven-month period
  • Foster the development of 50 employees focusing on creating a team-oriented and collaborative environment leading to achievement of performance goals
  • Establish process improvements highlighting enhancements in practice engagement leading to the transformation of over 40% of failing ACO practices
  • Cultivate and implement practice onboarding procedures to enrich ROI resulting in 70% increase in patient satisfaction
  • Liaise with cross-functional staff members and external stakeholders to efficiently recommend and initiate policy changes and action plans to surpass company expectations
Green Fin Fly Company - Executive Director of Operations
City, STATE, 07/2018 - 05/2021
  • As a dynamic leader, successfully led and managed various departments and operations of the company, driving organizational growth and achieving strategic objectives.
  • Played a key role in budgeting for multiple projects, meticulously monitoring and controlling costs to ensure optimal resource allocation and financial efficiency.
  • Collaborated closely with Human Resources to implement and refine company policies and procedures, fostering a positive and compliant work environment.
  • Provided guidance, direction, and evaluation to management and executive team members, empowering them to excel in their roles and contribute to the company's success.
  • Developed and executed a comprehensive strategic plan, aligning it with the company's vision and leveraging company output to improve rankings in the competitive field.
  • Effectively tackled unforeseen issues and troubleshooting, demonstrating adaptability and problem-solving skills to maintain smooth operations.
  • Represented the company at external and internal events, effectively communicating its values, achievements, and goals to stakeholders.
  • Proactively monitored the competitive landscape, attending industry events to stay abreast of new initiatives and identify opportunities to stay ahead in the market.
  • Identified, trained, and developed leaders within the company, nurturing their skills and setting them on a path for successful management roles.
Palm Beach Neuroscience Institute - Back Office Medical Assistant Manager
City, STATE, 03/2012 - 07/2018
  • Led and managed scheduling for a multidisciplinary office environment with 50 direct reports, demonstrating tact and efficiency.
  • Presented a practice-wide initiative for proper disposal of patient data, ensuring compliance with CMS and Joint Commission regulations.
  • Achieved a patient satisfaction rating of 90% through exemplary patient care, timely lab draws, EEG scheduling, and connecting patients with external healthcare resources
  • Oversaw and supervised a team of medical assistants, delivering guidance, training, and conducting performance evaluations.
  • Coordinated staff schedules to ensure optimal coverage and exceptional patient care.
  • Ensured adherence to medical office procedures and regulatory guidelines, including HIPAA and OSHA compliance.
  • Streamlined workflow by monitoring patient flow, optimizing appointment scheduling, and managing accurate patient records.
  • Collaborated seamlessly with physicians, nurses, and healthcare professionals to facilitate coordinated patient care.
  • Developed and implemented training programs to enhance skills and knowledge of medical assistants.
  • Managed inventory levels of medical supplies and equipment, coordinating with procurement for timely replenishment.
  • Actively participated in quality improvement initiatives to elevate patient satisfaction and operational efficiency.
  • Stayed up-to-date with industry trends, advancements, and best practices to drive continuous improvement.
  • Addressed patient concerns promptly and professionally, striving for utmost patient satisfaction.

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Resume Overview

School Attended

  • Southern New Hampshire University
  • Southern New Hampshire University
  • Southern New Hampshire University
  • Career College

Job Titles Held:

  • Senior Director of Operations
  • ACO Market
  • Executive Director of Operations
  • Back Office Medical Assistant Manager

Degrees

  • MBA
  • M.S
  • B.S
  • Certified Medical Assistant
  • Associate's degree

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