vp operations and process improvement resume example with 6+ years of experience

Experienced Operation and Customer Support Leader
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Education and Training
Sistema Universitario Ana G Méndez Gurabo, Puerto Rico Expected in : Business Administration - GPA : Relevant Coursework Completed: 2 years no degree
Eloisa Pascual Caguas, Puerto Rico Expected in 05/1998 High School Diploma : Business Administration - GPA : Member of DECA - Marketing and Sales Awarded Leadership award
Topgolf - VP, Operations and Process Improvement
Fort Worth, TX, 06/2020 - 06/2021
  • Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.Recruited and hired talented professionals with drive and dynamic skills to build success within the organization.Partnered with the executive team to define company goals.Provided organizational leadership to over fifty professionals.Collaborated with company partners to develop and actualize strategic plans to advance the company's mission and objectives and promote revenue, profitability, and growth.Established new workflow and employee training processes to improve operational efficiency.Coordinated office activities and operations to secure efficiency and compliance with company policies.Provided cross-functional support and recommended project process improvements.Identified areas with sub-optimal performance and collaborated with senior leadership to develop and implement solutions.Evaluated new processes and solutions, tracked metrics, and created trend models.Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects.Cultivated and maintained positive working relationships with employees, executives, and other stakeholders.Collaborated with various departments to identify operational challenges and plan corrective actions.Supervised daily operations of multi-million-dollar divisional operations.Oversaw fiscal management activities, including budget management, accounting, and payroll.
Canva - Director of Operations
California, MD, 01/2018 - 04/2020
  • Defined, implemented and revised operational policies and guidelines.Oversaw day-to-day production activities in accordance with business objectives.Achieved team goals through formalized training plans, coaching and performance management.Coordinated leadership workshops to educate team members on best practices to optimize productivity.Improved employee satisfaction within 5 months, improving performance month over month.Impact to attrition from 13% to 2.2% Week over week.
Cnh Industrial - Sr. Operations Manager
Racine, WI, 04/2017 - 07/2017
  • Primary duty, to serve as aprimary client interface for day-to-day communications and commitments relating to the delivery of solutions.Responsible for effective resource management and accurate forecasting of program profit and loss.Manage customers' expectations in a professional and effective manner, and in accordance with best practices.Especially the 18 days to close with major dealerships, manufacturers, and clients.Accountable for client satisfaction: Manage client satisfaction measurement program, including reviewing the CSAT survey, determining areas for improvement, and handling priority issues quickly and decisively.Analyze data, prepare reports, and participate in operations and quarterly business reviews.Ability to meet commitments and report out progress.Trained, managed, and motivated employees to promote professional skill development.Recruited and hired individuals demonstrating passion, dedication and added value to team.Identified and solved complex strategy problems to drive organizational goals.
Harte Hanks, Inc - Operations Manager
City, STATE, 03/2014 - 04/2017
  • Responsible for the overall facilitation of multiple project key performance indicators, including quality, sales, staffing levels, attrition, attendance, and profitability.Directly managed a team of 18 Operations Supervisors and was responsible for fostering employee leadership while taking an active role in promoting World Class Customer Service within the center.Collect, analyze, and present appropriate program data from the perspective of improving performance and quality on all projects.Hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, and professional development and coaching of subordinates.Ensured consistent & effective daily operations management by managing center resources and capitalizing on opportunities to reduce costs and increase customer call quality.Accountable for effectively managing project teams and department spending while maximizing KPI achievement.Communicate potential performance issues and provide solutions to Site Director/ Client Services and Client.Direct the forecasting and scheduling of daily workforce through collaboration with workforce management and real-time adherence teams.Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives.Implemented policies and standard operating procedures for continuous improvement.Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.Conducted performance reviews providing coaching and feedback to benefit both company and employee.Managed company operations with responsibility for profit and loss, scheduling, and training.Improved morale and management communication by creating employee recognition and rewards practices.

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Resume Overview

School Attended

  • Sistema Universitario Ana G Méndez
  • Eloisa Pascual

Job Titles Held:

  • VP, Operations and Process Improvement
  • Director of Operations
  • Sr. Operations Manager
  • Operations Manager


  • Some College (No Degree)
  • High School Diploma

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