Sr Account Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Accomplished operations professional with 20 years of career progression in project management, continuous improvement, process engineering, quality and customer care. Proven effective leader skilled in development and oversight of high-performing, multi-disciplined and quality-oriented teams across diverse industries. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs. Recognized for turning around struggling operations to achieve sustained improvement. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Project organization & management
  • Employee development & team building
  • Ownership & Accountability
  • Performance management
  • Continuous improvement
  • Budgets
  • Problem identification & resolution
  • MS Office
  • Data collection and analysis
  • Effective communication
  • Staff Management
  • Operations management
  • Strategic Planning
  • Relationship building and management
Work History
06/2016 to 02/2020 Sr. Account Manager Verizon Media (Former Oath) | Dulles, VA,
  • Cultivated productive relationships with business partners and and customers partnering to uncover , execute and resolve issues and find resolutions
  • C-level six sigma project to reduce 90-day attrition leading cross functional group to engineer processes for training seeing 27% reduction in 0-90-day attrition
  • Managed C-level project to provide a single point reference for global seat capacity and utilization at a site & program level
  • Successfully led cross functional teams re-engineering global processes for HR, operations, learning & development, and talent acquisition
  • Co-author & master facilitator for new global coaching program, related process and application tools. Sites experienced a 6.3% increase in performance and client ranking 3 – 6 months after implementation
  • Facilitated efforts to update and create job role documents including performance dimensions, expectations and interview guide
  • Led project rebuilding and streamlining global operations attendance line infrastructure and process reducing inaccurate attendance reporting by 18.2%
  • Built and implemented Team Lead structure for supporting the floor
  • Re-engineered ticket macros to save AHT by 63 seconds and provided needed information to supporting departments
  • Function as liaison between IT and the client and operations team on projects
  • Completed skills & knowledge assessment on 132 supervisors and managers
06/2014 to 05/2016 Sr. Operations Manager Amazon.Com, Inc. | Florence, NJ,
  • Provide leadership and effective communication between operations, client and site director o improve operational quality, drive productivity, performance objectives and team efficiency
  • Analyzed key performance data to evaluate and improve operations, target current business conditions and forecast needs
  • Implemented actions increasing resolutions rate by 7%
  • Reduced absenteeism from 14.5% to under 8% through coaching, development and communication
  • Observed supervisors individual strengths and initiated mentoring program to improve areas of weakness through training, development and motivation
  • Chaired weekly and quarterly business review meetings with clients to partnered on performance and identify opportunities for improvement, establish milestones and tailor products to individual markets
06/2009 to 05/2014 Process Improvement Program Manager Amazon.Com, Inc. | Fort Wayne, IN,
  • Responsible for encouraging continuous improvement culture and for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within site
  • Created processes for AAA account around quality, incident reporting, outage notification and interface between service providers and members
  • Provided analytical, problem solving and implementation skills to struggling campaigns and clients
  • Reduced inappropriate transfers for Cigna Medical from 14.2% to 6.4%
  • Drove operational improvements which resulted in 11% increase in Verizon FCR and improved profit margins
  • Saved Sony account by re-engineering processes and implementing cost-saving initiatives that addressed long-standing problems
11/2006 to 02/2009 VP, Call Centers ELEMENT CUSTOMER CARE | City, STATE,
  • Co-creator of organization's mission, vision statements along with culture foundation
  • Led engagement sessions with clients to define, gather requirements, build systems, develop process and procedures and launch services
  • Led vendor management, staffing, training, quality, performance analysis, customer service experience, and building relationships with internal and external partners
  • Integral team member on sales visits and trade shows
Expected in 2010 Green Belt Certification | Six Sigma Methodology Six Sigma Methodology And Projects , Master Black Belt, GPA:
Expected in 2003 No Degree | Project Management Villanova University, Villanova, PA GPA:
Expected in 1980 Bachelor of Science | Marketing California State University - Fresno, Fresno, CA GPA:

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Resume Overview

School Attended
  • Six Sigma Methodology And Projects
  • Villanova University
  • California State University - Fresno
Job Titles Held:
  • Sr. Account Manager
  • Sr. Operations Manager
  • Process Improvement Program Manager
  • VP, Call Centers
  • Green Belt Certification
  • No Degree
  • Bachelor of Science

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