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

High-performing leader and operations manager with 15+ years of experience delivering successful improvements for business operations, profitability and team development. Skilled in developing lasting client rapport based on knowledgeable support and consistent service. Strategic problem-solver with record of achieving challenging goals by consistently empowering employees to improve performance and maximize customer satisfaction through advanced training and mentoring.

Experience
10/2016 to Current
Senior Sales Manager Sage Hospitality Resources, Llp Wood Dale, IL,

Achievements

  • Led the Loveland site to 14 consecutive months of top performance for the company
  • Improved site employee retention by 100%+ and increased employee satisfaction
  • 2-time President's Club Winner for being the top Sales Manager in the company

Role/Responsibilities

  • Daily responsibilities include tracking KPI performance, developing coaching plans to improve performance, and reporting trends against forecast back to the relevant stakeholders in the organization.
  • Monitor customer feedback trends to drive satisfaction improvements and adjusted operational strategies to reduce issues.
  • Increased sales impact and effectiveness, tracking metrics and marketing investments to implement continuous improvements or change management.
  • Spearhead new initiatives to drive sales performance and working collaboratively with other departments to reach company goals.
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
  • Facilitated employee performance reviews and discussed improvement strategies and goals with each team member.
  • Conferred with other managers, technical personnel and team leaders to coordinate efficient site work and maintain tight schedules.
  • Motivated and mentored employees to increase knowledge, skills and career potential within company.
07/2014 to 09/2016
Sales and Marketing Manager Smoker Ephrata, PA,

Achievements

  • Increased sales by 300% and profit by over 100% within the first year
  • Helped Aqua Spas earn the Apex award (Top 5 dealer) from Master Spas 2014, 2015
  • Helped launch a new retail store in Longmont, CO (Negotiated the lease, set up of location, and signage of new store)

Role/Responsibilities

  • Developed an effective team and improved processes to promote efficiency and a better customer experience.
  • Balanced organizational objectives against customer satisfaction and profit demand to create optimal pricing strategies.
  • Oversaw inventory purchases and sales contracts to keep records current and compliant.
  • Managed the build, design, and functionality of Aqua Spas website.
  • Tracked and evaluated marketing and sales campaigns to increase profit.
  • Developed incentives for sales, delivery, service, and office positions.
  • Created and implemented training for the sales and delivery teams.
12/2012 to 07/2014
Operations Manager Cyracom International Houston, TX,

Achievements

  • Won the client scorecard all 12 months of 2013. The scorecard was designed to measure the most important client metrics (FE, Cost Per Gross Add (CPGA), CSat, 30 Day Survival Rate, CM2).
  • Helped ramp the FTC T-Mobile B2C department from 120 to 290 FTE/agents
  • Led the consistently top performing site in CSat by changing the culture of coaching and driving behaviors around quality scores

Role/Responsibilities

  • Managed a group of 26 leadership FTE including managers, supervisors, and mentors.
  • Collaborated with cross-functional groups to develop training, quality assurance programs, profiles for new hires, and CRM enhancements.
  • Responsible for financial forecasting and maximizing financial objectives (GM%).
  • Created and implemented an employee engagement program including: monthly employee and team recognition program, agent feedback loop, rewards program for “going the extra degree”, and perfect attendance.
  • Manage all aspects of day-to-day operations:
    Scheduling, forecasting and service levels
    AHT, productivity, occupancy, CSAT, quality and sales metrics
    Finance: invoicing, gross margin management, and efficiencies
    Employee satisfaction
  • Focused on effective communication through Town Hall meetings, emails, team meetings and training.
02/2011 to 12/2012
Senior Supervisor Ockham Irvine, CA,

Achievements

  • Raised department monthly revenue from $300,000 to $650,000 while keeping GM above goal of 31%
  • Grew the Spark business account from 50 FTE to over 200 FTE by earning 100% of the business (gained business from competing company's offshore teams)
  • Raised CSat from a previous all-time high of 83% to a consistent 89% (eight week rolling average)
  • 2-time JD Power and Associates certified for excellence in customer service

Role/Responsibilities

  • Created and launched an escalations team of 20+ FTE designed to focus on customer satisfaction and first call resolution
  • Coordinated first Contact Center JD Power Certification, and client certification two years in a row
  • Analyzed data and trends to create action plans for improvement
  • Maintained Supervisor development and accountability by doing consistent documentation audits and 360 feedback
  • Designed incentive and recognition programs to improve employee morale and agent retention
  • Manage all aspects of day-to-day operations: Scheduling, forecasting, and SLAs
Education and Training
Expected in 2004
BBA: Economics, Minor: Marketing
The University of Texas at San Antonio - San Antonio, TX
GPA:
Major GPA: 3.8

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School Attended

  • The University of Texas at San Antonio

Job Titles Held:

  • Senior Sales Manager
  • Sales and Marketing Manager
  • Operations Manager
  • Senior Supervisor

Degrees

  • BBA

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