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career objective
solutions-focused operations manager eager to contribute exceptional problem-solving, strategic planning, and leadership skills toward supporting the employer in improving performance
profile
ø offer ten years of progressive experience with expertise in operational management, staff development, business planning, and process improvements
ø demonstrated record of building, leading, and retaining top-performing support teams; strategically plan and coordinate workflow for optimal coverage while containing labor costs
ø accurately analyze existing operations to craft and implement aggressive resource planning programs including utilization, cost control, prioritization, and organizational management
ø dynamic communication, presentation, negotiation, and relationship management skills
ø proactive team player equally effective in independent and collaborative environments
ø sharp technical proficiencies including ms office, avaya, totalview, act witness, and boss; knowledge of minitab
~ key achievements ~
- ranked within top 1% of personnel and recipient of the bank s highest achievement award, spirit award of excellence (2002)
- piloted key kyc and jax support projects into permanent fixtures in the premier banking division
- successfully reduced consumer banking attrition by 20% across five teams; pioneered innovative program to retain top call center staff
- selected to shadow and train under business support manager
professional experience
bank of america, jacksonville, fl 9/99 c 4/09
workforce management analyst (6/06 c 4/09)
- in recognition of outstanding performance, steadily progressed within financial institution to attain position entrusted with developing business improvement strategies for three call centers with more than 800 associates nationwide
- conducted detailed analyses of schedules and trends to identify opportunities and generate statistical reports for executive management, contributed to creation of business continuity and contingency plans
- coordinated schedules, training sessions, meetings, and employee vacations
prc consultant (7/01 c 6/06)
- actively delivered product, operational, and customer support expertise for premier banking client managers in providing comprehensive financial strategies and customized banking and investment solutions
- played key role in developing and implementing strategies aimed at continuous improvement and promoting organizational effectiveness
- effectively trained and coached all levels of management and staff on achieving goals within strict project deadlines
supervisor (6/00 c 7/01)
- worked closely with senior management to develop and achieve consumer banking department goals
- managed staff and provided career guidance; directed workflow, conducted salary and performance reviews, implemented incentive rewards, monitored productivity and efficiency metrics, and administered disciplinary action as necessary
consumer banker (9/99 c 6/00)
- applied depth of knowledge regarding financial products and services towards building long-term client relationships and increasing cross-selling opportunities
education
ashworth college, norcross, ga anticipated completion insert year
as security management
~ professional development ~
six sigma online training ~ consumer lending certificate, american institute of banking ~ a+ computer essentials
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