LiveCareer-Resume

senior manager resume example with 11+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Action-oriented, goal-driven Senior Manager improving operations through decisive leadership, innovative problem resolution, and a commitment to performance excellence.

✓ Professional and decisive, cultivating cohesiveness among multi-sized teams.

✓ Effectively analyzes and continually works to improve processes, yielding high dollar cost savings through such strategies as task delegation to offshore teams.

✓ Well-established history of fulfilling client requirements in deadline-driven, fast-paced environments as an approachable and motivational leader, trainer, and mentor.

Skills
  • Process Improvement
  • Staff Management
  • Budgeting
  • Key Performance Indicators (KPIs)
  • Quality Management
  • Performance Management
  • Quality Assurance Controls
  • Customer support
  • Documentation and reporting
  • Call center operations
  • Customer Relationship Management
  • Problem-solving skills
  • Performance improvement
  • Verbal and written communication
  • Documentation and control
  • Strategic Planning
Education
Polk Community College Lakeland Fl, Expected in Associate of Arts : Liberal Arts - GPA :
Florida State University Tallahassee, FL, Expected in Associate of Science : Communications - GPA :
Work History
Trident Seafoods - Senior Manager
Kodiak, AK, 06/2018 - Current

Direct operations for the Community Connections Help Line Call Center, including standardizing metrics, implementing quality controls and creating KPIs to evaluate overall effectiveness. Responsible for the oversight of 4 locations with over 60 + employees
✔Achieved an Employee Satisfaction Rating of over 90% for three consecutive years
✔Launched 3 new sites within 6 months of employment
✔Created and Implemented Performance Monitoring program to ensure call Quality standards
✔Created and implemented performance management standards for all call center employees
✔Created a new position in Work Force Management to allow CCHL to function and be forecast as a true call center
✔Responsible for oversight and management of $500k budget
✔Assisted with streamlining the CCC database, which is utilized by all call center agents to find resources
✔Responsible for driving and monitoring performance, quality and productivity of team members
✔Responsible for creating and implementing strategic measures
✔Partner with other functional areas to develop launch plans to Community based service projects
✔Identify concerns and solutions to improve functioning of the Community Connections Help Line and implement solutions
✔Present results to executive leadership, including data-driven business recommendations and alternatives
✔Responsible for managing and developing 6 exempt direct reports
✔Collaborate with Markets and Regional Managers on pilot projects and usage of the CCHL in each Market/Regions
✔Develop goals, objectives and project plans for the CCHL call center
✔Proactively monitor appropriate metrics to drive up efficiency

Anheuser-Busch Inbev - Group Manager
San Diego, CA, 08/2011 - 12/2013

Achieved $280K+ in cost savings by reducing waste and sharpening resource utilization after initiating a cross-training program for all online teams. Savings stemmed from the reduction of 5 full-time employee (FTEs) roles. Engineered $200K+ in overhead reduction through process streamlining for all onshore online products. Supervised 15 Onshore Analysts, 3 Delivery Leads, and 40 Offshore Analysts.
✓ Introduced a peer-to-peer associate recognition program known as (Kudos Kards) across Watch Operations.
✓ Cut overtime by >74%, shaving $117K off the OT budget, through the creation of flex schedules during production periods.
✓ Established Standard Operating Procedures for Netview and Video Census products.
✓ Delegated specific tasks to the offshore team, cutting 4 onshore analyst roles by phasing out non-productive processes. Cost savings: $168K.
✓ Standardized knowledge transfer through the development and rollout of a training plan and related assessments for all products.
✓ Individualized developmental career plans for each associate, resulting in the promotion of 12 analysts.

Nationwide - Group Leader
VT, State, 11/2009 - 08/2011

Launched quality performance strategies, decreasing department error rate from 1 in every 449 documents to 1 in every 1017 processed. Drafted, tested, and implemented performance metrics within the first months of tenure. Supervised 18 Corporate Imaging associates.

The Cook & Boardman Group, Llc - Project Manager
Akron, OH, 12/2013 - 06/2018

Directed custom studies for the Nielsen Call Center, including sample management, script modifications, and interfacing with business partners to evaluate overall effectiveness. Monitored performance and efficiency levels.
✓ Excelled as Vendor Relations Manager for an offshore, third-party organization tasked with calling Hispanic households, effectively orchestrating financial, technical, performance metrics, and contract negotiations.
✓ Established one ishare site for 4 locations and 3 Call Center lines of business through process streamlining and optimization of call center communications, standardizing updates to all research interviewers.
✓ Strengthened curriculum and practical training applications in concert with the training department.
✓ Procured a third-party to handle Hispanic calls, personally guiding project integration from initial ideation to full implementation.
✓Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.
✓ Supplied current data and standard operating procedures (SOPs) to Ernst & Young for use in regulatory audits, closely working with business partners.

✓Developed and initiated projects, including managing costs, schedule and performance.

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Resume Overview

School Attended

  • Polk Community College
  • Florida State University

Job Titles Held:

  • Senior Manager
  • Group Manager
  • Group Leader
  • Project Manager

Degrees

  • Associate of Arts
  • Associate of Science

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