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vp of operations resume example with 9+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
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.
Skills
  • Technical Skills:
  • Abbyy, Lattice, Mural, Trello, Teneo, D3, Genesys, Adobe, SharePoint
Experience
02/2021 to 02/2022 VP of Operations Lennar | Vancouver, WA,
  • Orchestrated end-to-end insurance service operations for 1,500+ financial institutions, banks and investors inclusive of document processing, data entry, customer service, gap placement, account services and loss drafts
  • Managed $2.8M department budget with resulting 6% EOY positive variance
  • Directed 40+ employees in a hybrid work model in addition to an offshore provider with 12 employees
  • Completed multi-year operations transformation strategy initiated in 2019 to achieve best-in-class performance
  • Reduced average end-to-end document turnaround time from 21 days to 2 business day with successful backlog grooming, service model changes, staffing augmentation and performance bonus structure
  • Delivered Genesys call center chat functionality to optimize omni-channel communication strategy
  • Reconciled all internal and external reporting, identified leading indicators of operations success, revised client scorecards, and built 6 internal management dashboards for managers and executives
  • Establishing an offshore footprint in India and the Philippines to increase scalability and business continuity
  • Eliminated staffing challenges within customer service and data entry in 8 months
  • Reduced new client operations lead time from 4 months to 6 weeks
  • Selected by C-suite to represent TMH in Tokio Marine’s Emerging Leaders Program, a 6-month intensive business process improvement training program
  • Partnered with C-suite and led 4-person team to select and pilot Lattice, an OKR tool with additional performance improvement and employee engagement modules with an expected $446K ROI over 5 years
  • Project results presented to 220+ CEOs and executives from Tokio Marine Group and was recognized as the standard practice all group companies should follow for measuring corporate success
05/2019 to 02/2021 VP, Transformation Consultant Rutgers University | New Brunswick, NJ,
  • Designed and initiated multi-year operations transformation inclusive of organization design, automation, business process outsourcing & process improvement initiatives to increase profitability & best-in-class service
  • Introduced a shift to agile, lean six sigma and continuous improvement practices
  • Facilitated 18 workshops with teams from all levels of seniority to identify opportunities for improvement
  • Outsourced divisional print & mail resulting in an annual cost savings of $50K
  • Drove ABBYY OCR (Optical Character Recognition) software implementation following SDLC methodology with a projected $100K ROI over 5 years and 25% increase in document throughput
  • Directed $450K office remodel including budget, design, vendor management, contract negotiation, construction, furniture installation and close out
  • Developed and facilitated bi-weekly senior leadership meetings to discuss financial planning, client relationships, culture, strategy, staffing and prioritization using Mural and Trello for virtual collaboration
  • Managed division-wide change management initiative to implement corporate values, improve inter-departmental collaboration and increase employee satisfaction
  • Conducted 13 discussion-based workshops and used collected feedback to provide each leader with personal feedback and tactics to improve team cooperation and communication
  • Created the first employee satisfaction survey which was later adopted company-wide by the CHRO
06/2016 to 05/2019 VP, Account Executive & Project Manager Imperial Parking Corporation | Denver, CO,
  • Oversaw service and product development for the most complex and profitable financial institutions and banks
  • Led 25+ medium and large-scale projects including implementations, data cleansing, acquisitions, software conversions, system enhancements, business process improvement initiatives and risk management
  • Partnered with 20+ clients to analyze data, systems and processes to identify & rectify gaps in compliance adherence, industry practices and data discrepancies
  • Defined internal and external business requirements, project plans, stakeholder maps, process maps, user stories, Gantt charts and cost benefit analyses to effectively drive business solutions from beginning to end
  • Managed workflow and prioritization of 100+ monthly change requests, system enhancement requests, bug fixes, system conversions, acquisitions, and new client implementations
05/2015 to 06/2016 Director Citizens Financial Group, Inc. | Middleburg Heights, OH,
  • Developed a high performing team of 12+ employees providing individualized insurance account services for 2K+ financial institutions, banks, credit unions with residential, auto and commercial properties
  • Reduced false insurance policy issuance by 20% by building exception reporting and processes to identify and resolve data discrepancies before borrower impact and improve overall customer service
  • Delivered a new performance baseline with a gap analysis and 6-month training program focused on business communications, relationship management, reporting and system knowledge
  • Partnered with Risk Management, IT, Quality Assurance, and subject matter experts to design and implement departmental best practices and procedures, reports, KPIs and training material
05/2013 to 05/2015 Manager Tokio Marine Highland | City, STATE,
  • Coached a team of 8-12 employees providing individualized insurance account services for 20+ financial institutions, banks, credit unions with residential and commercial properties
  • Right-sided floundering client relationships by implementing proactive servicing measures, quick issue resolution, transparent reporting and weekly meetings to measure progress
  • Established automated email routing and reporting to centralize client communication, create visibility, and provide effective management tools
  • Reduced email correspondence turnaround time from 8 to 2 business days by recalibrating account assignments, centralizing communication, establishing back-ups and monitoring performance
04/2012 to 05/2013 Loan Servicing Specialist Third Federal Savings & Loan Association Of | City, STATE,
  • Collaborated on project to outsource insurance tracking services for 90K residential loans
  • Managed 3 multi-million-dollar general ledgers simultaneously with consistent 99% accuracy
  • Audited vendor billing statements which resulted in an average $1M cost avoidance per month
Education and Training
Expected in 05/2009 to to Bachelor of Arts Dual Degree | International Studies & History Case Western Reserve University, Cleveland, OH GPA:
Activities and Honors
Work History
02/2021 to 02/2022 VP of Operations Tokio Marine Highland | Dallas, TX
  • Orchestrated end-to-end insurance service operations for 1,500+ financial institutions, banks and investors inclusive of document processing, data entry, customer service, gap placement, account services and loss drafts
  • Managed $2.8M department budget with resulting 6% EOY positive variance
  • Directed 40+ employees in a hybrid work model in addition to an offshore provider with 12 employees
  • Completed multi-year operations transformation strategy initiated in 2019 to achieve best-in-class performance
  • Reduced average end-to-end document turnaround time from 21 days to 2 business day with successful backlog grooming, service model changes, staffing augmentation and performance bonus structure
  • Delivered Genesys call center chat functionality to optimize omni-channel communication strategy
  • Reconciled all internal and external reporting, identified leading indicators of operations success, revised client scorecards, and built 6 internal management dashboards for managers and executives
  • Establishing an offshore footprint in India and the Philippines to increase scalability and business continuity
  • Eliminated staffing challenges within customer service and data entry in 8 months
  • Reduced new client operations lead time from 4 months to 6 weeks
  • Selected by C-suite to represent TMH in Tokio Marine’s Emerging Leaders Program, a 6-month intensive business process improvement training program
  • Partnered with C-suite and led 4-person team to select and pilot Lattice, an OKR tool with additional performance improvement and employee engagement modules with an expected $446K ROI over 5 years
  • Project results presented to 220+ CEOs and executives from Tokio Marine Group and was recognized as the standard practice all group companies should follow for measuring corporate success
05/2019 to 02/2021 VP, Transformation Consultant Tokio Marine Highland | Dallas, TX
  • Designed and initiated multi-year operations transformation inclusive of organization design, automation, business process outsourcing & process improvement initiatives to increase profitability & best-in-class service
  • Introduced a shift to agile, lean six sigma and continuous improvement practices
  • Facilitated 18 workshops with teams from all levels of seniority to identify opportunities for improvement
  • Outsourced divisional print & mail resulting in an annual cost savings of $50K
  • Drove ABBYY OCR (Optical Character Recognition) software implementation following SDLC methodology with a projected $100K ROI over 5 years and 25% increase in document throughput
  • Directed $450K office remodel including budget, design, vendor management, contract negotiation, construction, furniture installation and close out
  • Developed and facilitated bi-weekly senior leadership meetings to discuss financial planning, client relationships, culture, strategy, staffing and prioritization using Mural and Trello for virtual collaboration
  • Managed division-wide change management initiative to implement corporate values, improve inter-departmental collaboration and increase employee satisfaction
  • Conducted 13 discussion-based workshops and used collected feedback to provide each leader with personal feedback and tactics to improve team cooperation and communication
  • Created the first employee satisfaction survey which was later adopted company-wide by the CHRO
06/2016 to 05/2019 VP, Account Executive & Project Manager Tokio Marine Highland | Dallas, TX
  • Oversaw service and product development for the most complex and profitable financial institutions and banks
  • Led 25+ medium and large-scale projects including implementations, data cleansing, acquisitions, software conversions, system enhancements, business process improvement initiatives and risk management
  • Partnered with 20+ clients to analyze data, systems and processes to identify & rectify gaps in compliance adherence, industry practices and data discrepancies
  • Defined internal and external business requirements, project plans, stakeholder maps, process maps, user stories, Gantt charts and cost benefit analyses to effectively drive business solutions from beginning to end
  • Managed workflow and prioritization of 100+ monthly change requests, system enhancement requests, bug fixes, system conversions, acquisitions, and new client implementations
05/2015 to 06/2016 Director Tokio Marine Highland | Dallas, TX
  • Developed a high performing team of 12+ employees providing individualized insurance account services for 2K+ financial institutions, banks, credit unions with residential, auto and commercial properties
  • Reduced false insurance policy issuance by 20% by building exception reporting and processes to identify and resolve data discrepancies before borrower impact and improve overall customer service
  • Delivered a new performance baseline with a gap analysis and 6-month training program focused on business communications, relationship management, reporting and system knowledge
  • Partnered with Risk Management, IT, Quality Assurance, and subject matter experts to design and implement departmental best practices and procedures, reports, KPIs and training material
05/2013 to 05/2015 Manager Tokio Marine Highland | Dallas, TX
  • Coached a team of 8-12 employees providing individualized insurance account services for 20+ financial institutions, banks, credit unions with residential and commercial properties
  • Right-sided floundering client relationships by implementing proactive servicing measures, quick issue resolution, transparent reporting and weekly meetings to measure progress
  • Established automated email routing and reporting to centralize client communication, create visibility, and provide effective management tools
  • Reduced email correspondence turnaround time from 8 to 2 business days by recalibrating account assignments, centralizing communication, establishing back-ups and monitoring performance
04/2012 to 05/2013 Loan Servicing Specialist Third Federal Savings & Loan Association of | Cleveland Cleveland, OH
  • Collaborated on project to outsource insurance tracking services for 90K residential loans
  • Managed 3 multi-million-dollar general ledgers simultaneously with consistent 99% accuracy
  • Audited vendor billing statements which resulted in an average $1M cost avoidance per month
Interests
LEADERSHIP & PROFESSIONAL DEVELOPMENT , Tokio Marine Group – Emerging Leaders Program 2021 Tokio Marine Highland – Corporate Culture Committee Leader 06/2019 – 02/2021
Additional Information
  • Interests: , Recently returned from Oaxaca, Mexico. Currently in pursuit of the perfect tortilla north of the border.

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Resume Overview

School Attended

  • Case Western Reserve University

Job Titles Held:

  • VP of Operations
  • VP, Transformation Consultant
  • VP, Account Executive & Project Manager
  • Director
  • Manager
  • Loan Servicing Specialist

Degrees

  • Bachelor of Arts Dual Degree

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