LiveCareer-Resume

senior manager resume example with 20+ years of experience

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

Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.

Skills
  • Data-Driven Decision-Making
  • Cross-Functional Team Leadership
  • Business Performance Management
  • Operations Planning
  • Problem Resolution
  • Verbal and Written Communication
  • Team Leadership
  • Recruitment and Hiring
  • Teamwork and Collaboration
  • Performance Evaluations
  • Goal Setting
  • Customer Service
  • Calm Under Pressure
Education and Training
Gavilan College Gilroy, CA Expected in 06/2015 Associate of Science : Health Care Sciences - GPA :
Experience
National Coordination Center - Senior Manager
District Of Columbia, DC, 07/2022 - Current
  • Developed and led process improvements to optimize operations and reduce costs.
  • Maintained adequate staffing to meet objectives within budget.
  • Used data and analytics to diagnose trends and link to business performance outcomes.
  • Provided operational updates to executive team to mitigate areas of concern.
  • Inspected completed work to drive quality, timeliness and company standards.
  • Selected, developed and evaluated personnel to achieve business objectives.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Produced thorough, accurate and timely reports of project activities.
  • Recruited and trained new employees to meet job requirements.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Kaiser Permanente - Teleservice Representative Manager
Lynwood, CA, 05/1999 - 07/2022
  • Supported objectives, checkpoints and timelines, managing team members to meet project tasks and expectations.
  • Developed and led process improvements to optimize operations and reduce costs.
  • Maintained adequate staffing to meet objectives within budget.
  • Used data and analytics to diagnose trends and link to business performance outcomes.
  • Inspected completed work to drive quality, timeliness and company standards.
  • Led project scope development to deliver final products that meet business needs.
  • Selected, developed and evaluated personnel to achieve business objectives.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Produced thorough, accurate and timely reports of project activities.
  • Assigned work and monitored performance of project personnel.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Kaiser Permanente - Teleservice Representative
City, STATE, 10/1997 - 05/1999
  • Collected and documented caller information, topics discussed and resolutions.
  • Answered incoming calls to resolve customer issues such as [Type].
  • Accepted inbound calls and reached out to connect with customers in need of service and support.
  • Educated customers about product or service offerings meeting individual needs.
  • Maintained and recorded customer information in database.
  • Resolved customer complaints by escalating calls to proper department.
  • Made appointments with interested customers according to schedule availability.
  • Worked well with automatic computer dialing and proprietary software to manage daily call loads.
  • Broke down objections using friendly, persuasive strategies.
  • Collaborated with management to resolve concerns and problem calls.

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Resume Overview

School Attended

  • Gavilan College

Job Titles Held:

  • Senior Manager
  • Teleservice Representative Manager
  • Teleservice Representative

Degrees

  • Associate of Science

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