subject matter expert contact center operations resume example with 3+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Tech-savvy Subject Matter Expert with in-depth knowledge of computer networks, network security and operating systems. Offering [Number] years of experience contributing to continuous improvement of [Type] support functions by identifying opportunities for improving efficiencies and effectiveness. Expertise in [Area of expertise] and [Area of expertise]. Committed to effectively resolving support requests via different channels.

Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.

Operations Specialist with experience developing realistic solutions to assure satisfactory consumer and customer experiences. Fluency in [Language] and [Language]. Committed to resolving problems and maintaining accurate metrics and reports.

Dedicated [Industry] professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].

  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
06/2019 to Current
Subject Matter Expert/Contact Center Operations Johnson County Community College Overland Park, KS,
  • Collaborated with management to identify and prioritize new development concepts.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
  • Installed, configured and monitored new system features based on user needs.
  • Managed user accounts, permissions and group policies for optimal system security.
  • Built, edited and tested customized computer system programs.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
  • Improved user productivity and efficiency through system training and support.
  • Developed and presented business cases, presentations and reports to senior management.
  • Enhanced equipment operation through monitoring, diagnostics and proper maintenance.
  • Assembled, installed and tested new equipment and trained users in effective operation.
  • Prepared proposal documentation and specifications based on user analytics.
06/2019 to 10/2021
Resolution Specialist I/Contact Center Operations Walmart City, STATE,
  • Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Delivered services to customer locations within specific timeframes.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Saved $[Amount] by implementing cost-saving initiatives that addressed long-standing problems.
  • Participated in team-building activities to enhance working relationships.
  • Prepared variety of different written communications, reports and documents.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
06/2020 to 12/2020
Adjunct English Instructor Northwest Arkansas Community College City, STATE,
  • Marked lesson notes, corrected errors and made useful suggestions on written assignments for improved writing communication performance.
  • Taught English language to [Type] students in [Type] setting.
  • Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
  • Collaborated with department head to create dynamic, ongoing curriculum development and instruction improvement program.
  • Organized, prepared and revised [Type] course material and applied technological options for online and course-related software.
  • Developed and implemented [Area of study] curriculum for improved learning and student performance.
  • Contributed to positive academic and social tone of school by demonstrating professionalism and enthusiasm for academic community.
  • Upheld commitment to educational excellence and fostered atmosphere of mutual respect and trust.
  • Made use of available technologies in daily learning, such as [Software] and [Software].
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
  • Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
  • Sourced optimal curricula and developed lesson plans to fully cover target material for each course.
  • Initiated, facilitated and moderated classroom discussions for college-level English students.
  • Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences
  • Delivered [Number] hours per week of classroom lectures, instructing over [Number] students per semester in [Area of study].
10/2018 to 02/2019
Payments & Risk Specialist Walmart ECommerce City, STATE,
  • Streamlined daily reporting information entry for efficient record keeping purposes.
  • Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
  • Reviewed account documentation for over [Number] accounts, rectified issues and contacted vendors about account changes.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
  • Streamlined financial reporting by implementing [Type] program to create daily spreadsheets.
  • Complied with established policies and performed bank reconciliations, accounts payable/receivable, invoicing, billing, and profit and loss statements for [Number] clients.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Input financial data and produced reports using [Software].
  • Assessed data and information to verify entry, calculation and billing code accuracy.
  • Gathered, evaluated and summarized account data in detailed financial reports.
  • Strengthened financial operations by conducting bank reconciliations and financial reporting.
  • Discussed [Product or Service] with customers, outlined restrictions and educated on policies.
  • Monitored customers for signs of security concerns and escalated issues to management.


  • Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
  • Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
  • Instituted contingency plans, promoting business continuity through cross-training, documentation and data backups.
  • Taught employees how to control risks at front line.
  • Handled [Type] claims according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
  • Advised senior managers on policy strategies for reducing liability and preventing losses.
  • Produced accurate and timely collections reports, facilitating measurement, decision-making and engagement with customers.
  • Collaborated on implementation of collection strategies with collections, risk and fraud teams.
Expected in 05/2018
Master of Arts: English
University of Arkansas - Fayetteville,
  • 3.8 GPA
Expected in 05/2016
Bachelor of Arts: Journalism & English
University of Arkansas, Fayetteville - Fayetteville, AR
  • 3.9 GPA

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Resume Overview

School Attended

  • University of Arkansas
  • University of Arkansas, Fayetteville

Job Titles Held:

  • Subject Matter Expert/Contact Center Operations
  • Resolution Specialist I/Contact Center Operations
  • Adjunct English Instructor
  • Payments & Risk Specialist


  • Master of Arts
  • Bachelor of Arts

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