senior director of operations resume example with 20+ years of experience

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

Dedicated leader with 15+years track record of managing company administrative and operational needs. Proactive and organized professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience includes office management, claims processing, customer service, audits, third party liability, accounting, accounts receivable, invoicing, database management, vendor negotiations, contract management and information technology (desktop support). Knowledge of Self Funded and Fully Insured Health Plans. Recognized for exemplary customer service and team collaboration.

  • Ability to prioritize
  • Data entry
  • Professional demeanor
  • Event coordination
  • Self-directed
  • Human resource knowledge
  • Scheduling and calendar management
  • Billing
  • Customer service orientation
  • Computer proficiency
  • Public relations
  • Customer relations
  • Detail oriented
  • Time management ability
  • Process improvements
  • Inventory control
  • Report writing
  • Proposal writing
  • Project management
  • Scheduling meetings
  • Accounts reconciliation
  • Training and coaching
  • Senior leadership support
  • Motivational leadership style
  • Safety oversight
  • Policy and procedure improvements
  • Quick learner
Senior Director of Operations, 06/2005 to 01/2020
DropletteSeattle, WA,
  • Coordinated schedules and day-to-day activities of staff to satisfy project needs.
  • Assigned duties to each employee based upon his or her skills set and monitored progress daily.
  • Oversaw training and daily performance of 20 + staff.
  • Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
  • Aided senior leadership during executive decision-making process, meeting with clients to research cases, collect data, prepare settlement packages and interpret information for daily report generation.
  • Conferred with business leaders to evaluate needs and strategize operational improvements to boost productivity.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Planned for major business changes including system conversions and office moves.
  • Supervised office with 20 + employees, consistently cultivating productive and positive work atmosphere.
  • Instituted and built dynamic team of astute and successful administrative professionals which supported all corporate growth and productivity objectives.
  • Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.
  • Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.
  • Monitored office inventory to maintain adequate supply levels and order products.
  • Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant parties.
  • Elevated customer satisfaction ratings by resolving client and case issues effectively.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Increased office organization by developing more efficient filing system and customer database protocols.
  • Responsible for handling of internal and external audits.
  • Primary third party liability coordinator.
  • Coordinated with building management to adhere to all safety regulations.
  • Handled all office moves and renovations.
  • Liason to HR manager.
  • Provided technical support within the local office. Communicating regularly with the corporate technical support team.
  • Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures.
  • Inputted data into the system, ensuring that provider coding information and reported services were correct.
  • Reviewed administrative guidelines whenever questions arose during the processing of claims.
  • Ensured claims were billed and paid correctly.
  • Efficiently and effectively processed a large volume of medical claims on a daily basis.
  • Based the payment or denials of medical claims upon well-established criteria for claims processing.
  • Precisely calculated refunds and adjustments.
  • Verified policy holder data, including age, contact number and physical address.
  • Collaborated with fellow team members to manage large volume of claims.
  • Investigated and analyzed requirements to improve timeliness of reports to customers.
  • Communicated extensively with patients to provide assistance, support and instructions.
  • Supervised staff of 3 nurses, including scheduling shifts, delegating assignments and monitoring quality of care.
  • Complied with confidentiality regulations in handling customer information.
  • Handled the modification and updating of policies.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
Office Manager, 09/2003 to 05/2005
Intellum, Inc.Atlanta, GA,
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Increased office organization by developing more efficient filing system and customer database protocols.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
  • Scheduled appointments and maintained master calendar.
  • Monitored office inventory to maintain adequate supply levels and order products.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
Project Specialist-Federal Employee Program, 05/1997 to 05/2003
DoordashArlington, WA,
  • Developed and implemented successful customer relations strategies, opening up communication and dramatically increasing satisfaction scores.
  • Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
  • Coordinated schedules, administrative functions, quality assurance and process improvements.
  • Recorded meeting minutes for documentation purposes and disseminated to depart staff and manger.
  • Implemented full-scale training program that provided education on department tasks and processes, resulting in significant boost in staff performance.
  • Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
  • Assessed employee performance and capabilities, discovering weaknesses that needed to be immediately addressed.
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
  • Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
Shift Supervisor, 05/1995 to 05/1997
Chun Kim ChowCity, STATE,
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Performed store opening and closing procedures, including setting up registers and checking products.
  • Assisted the general manager during assigned periods and trained new team members.
  • Motivated team members to complete assigned tasks and perform at exceptional levels.
  • Collaborated with team members to improve performance and implement training updates.
  • Resolved customer complaints and reported issues to senior management.
  • Determined efficient work schedules for team on a daily basis to keep project moving and each shift properly staffed.
Education and Training
High School Diploma: , Expected in 05/1995
Kahuku High School - Kahuku, HI
: , Expected in
Winward Community College - Kaneohe, HI
: , Expected in
Kapiolani Community College/University of HI Community Colleges - Honolulu, HI

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Resume Overview

School Attended

  • Kahuku High School
  • Winward Community College
  • Kapiolani Community College/University of HI Community Colleges

Job Titles Held:

  • Senior Director of Operations
  • Office Manager
  • Project Specialist-Federal Employee Program
  • Shift Supervisor


  • High School Diploma
  • Some College (No Degree)
  • Some College (No Degree)

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