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Senior Manager Business Operations Resume Example

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

Versatile Senior Manager specializing in Margin Improvement projects and Budget Management. Skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Offering integrity, a strong work ethic and sound judgement skills. Pursuing new professional challenges with a growth-oriented company.

Skills
  • Data Analysis
  • Troubleshooting and Problem Resolution
  • Reporting Oversight
  • Cross-Functional Collaboration
  • Team Leadership
  • Budgeting
  • Vendor Relations
  • Process Improvement
  • Quality Management
  • Internal Auditing
  • Attention to Detail
Education
Finger Lakes Community College Canandaigua, NY Expected in 05/2006 Associate of Science : Computer Science And Programming - GPA :
  • Continuing education in Information Technology
Work History
Ppd Inc. - Senior Manager, Business Operations
New York, NY, 01/2019 - Current
  • Developed Operations Telecom Inventory across over 300 global vendor accounts
  • Developed Audit processes for Operations Telecom vendors, including both cost analysis and related revenue for margin improvement
  • Assist with yearly budget development, review, and execution. Including procurement related activities such as vendor contract negotiations, cost reductions, and purchase order submission.
  • Managed large-scale projects and initiatives including, introducing new systems, tools, and processes to support COGs visibility and cost management
  • Administered $XXXM yearly budget across CAPEX, OPEX, and COGS.
  • Worked in tandem with Finance VP and Senior Operational Leadership to better understand business process and initiate improvements, helping company achieve margin improvement goals.
  • Led teams focused on cost reduction and revenue recovery to accomplish millions in cost savings and hundreds of thousands in increased revenue, surpassing established goals.
  • Oversaw reporting functions to executive leadership.
  • Implemented escalation procedures to effectively handle time-sensitive issues.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Reduced duplicate work and budget issues by organizing processes for division between technology and purchasing.
Charter Spectrum - Manager, Field Operations (Change Management)
Cleveland, TN, 03/2017 - 01/2019
  • Orchestrated cross-functional meetings to coordinate change management strategy implementation across divisional leadership roles.
  • Participated in high-level change management strategic planning, incorporating input from stakeholders, internal support staff and external factors.
  • Designed post-adoption continuity plans to provide smooth operational resumption following major changes.
  • Identified and communicated potential risks associated with proposed changes, illustrating possible remedial and preventatives measures.
  • Produced detailed and relevant reports for use in making business decisions.
  • Supervised engineers that deployed system upgrades/planned maintenance and was escalation point if deployments were unsuccessful or put customer uptime at risk.
Rochester Regional Health - Manager, Customer Service Billing
City, STATE, 07/2016 - 01/2017
  • Established and oversaw performance targets for as many as 18 call center associates.
  • Developed multiple quality employees within call center to take over leadership positions.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution times and improve customer satisfaction ratings.
  • Collected and analyzed call center statistics, and customer service metrics.
  • Developed training process for new system migration and related call center scheduling
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Reviewed patient records, identified medical codes and analyzed invoices for billing purposes.
  • Adhered to established standards to safeguard all patients' health information.
  • Liaised between patients, insurance companies and billing office.
Mitel (FKA ShoreTel) - Manager, Client Programming/ SDQA
City, STATE, 09/2011 - 07/2016
  • Managed, coached, and developed a team of eleven employees across three different departments
  • Developed multiple new and enhanced existing processes to increase efficiency and accuracy within all three teams
  • Accountable for several primary functions throughout the customer lifecycle, including but not limited to contract review/entry, the provisioning of call routing and configurations, and the proper closure of accounts transitioning away from ShoreTel
  • Worked cross functionally to develop efficient workflows and processes that provided an experience that ShoreTel clients loved
  • Participated in several quality assurance projects to clean up gaps in systems and revenue models
  • Assisted in the development and execution of a migration between call center platforms for internal Support staff
  • Coordinated the training of employees on a new provisioning platform while executing record breaking installs simultaneously

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Resume Overview

School Attended
  • Finger Lakes Community College
Job Titles Held:
  • Senior Manager, Business Operations
  • Manager, Field Operations (Change Management)
  • Manager, Customer Service Billing
  • Manager, Client Programming/ SDQA
Degrees
  • Associate of Science