jessica claire resumesampleexamplecom 555 4321000 9 montgomery street san francisco ca 94105 executive profile strong service delivery operations management experience significant exposure entire value chain key contributions operations framework setup service delivery onshore account manager bpo engagements responsibility overseeing delivery across bpo engagements multiple delivery locations various work streams well responsibility business development new existing clients within bpoa diverse career graph rich experience strategy planning service delivery delivery management business analysis leadership 15 solid years experience operations service delivery extensive hands expertise bid management solution architect transition expertise handling transition planning support adept implementing transition project plans according client business specifications achievements managing projects resulting dollar benefits company initiatives involving reengineering business processes operations enterprise applications excellent analytical organizational interpersonal skills identification negotiation business technology requirements committed efficient accurate management information systems fastpaced deadlinedriven environment proven ability translate business needs technology requirements supports companys business objectives successfully manage phases projects needs analysis requirements definition line business support function implementation training results oriented professional recognized taking major initiatives adapting rapidly changing environment resolving missioncritical issues ensure bottomline success skill highlights client relationship management delivery management client engagement structuring management exceptional people skills internal external account planning management financial management sales solutioning account strategy management transition management quality management education mahatma gandhi university meghalaya 2015 mba finance isb accenture joint program chennai 2013 gold certification operations management institute hotel management mumbai 2000 diploma hotel management bharatiya vidya mandir nagpur 1997 high school core accomplishments revenue growth enabled business growth creating successful solution helped contract extension 35m usd additional upsell 10m usd fy 1415 delivery management managed contract financial estimated exceeded operating margins year year promoted business account lead due exceptionable delivery management client value creation managed multiple lean projects applied leading industry practices bring 5m usd positive pl impact client process improvement resulted revenue increase accenture increase productivity escalation management established strong relationship client major escalation actively participated claims settlement process helped client retentions improved relationships professional experience kimco realty business account lead staten island ny 012014 business account lead managed client relationship outsourcing contract client service management delivery contract activities include managing pl account managing teams implementing improving standard processes tools drive operational efficiencies meeting operational financial commitments developed managed outsourcing delivery contract relationships including transition service delivery ensure smooth efficient way ensuring minimal escalations handling issues become escalations participated rfi rfp responses enable business case creation creating winning solution pl responsibilities account ensuring overall profitability responsible client relationship management responsible bpo integration total acn engagement leadership ship responsible negotiation change requests cover scope timeline dependency changes maintain contractual compliance created opportunities extend accenture bpo business client account consultation client account lead establish formal routines delivery account reviews client client account leadership commercial directors relevant executives bpo sales team participate solution design processes work close coordination sales team ensure commercial offer particular business line competitors offerings participate development standard costing new servicescontracts sign commitment proposed service level agreement slas review validate specific solution configurationdeal shaping ensure delivery capability achieve client expectations work delivery leadership signoff solutions support sales opportunities validate expected delivery capability key achievements successfully renegotiated 35 usd contract extension 10 usd sales achieved last 2 years overall contract margin targets achieved year year adjustments carrier corporation general manager pittsford ny 022011 2014 program managing 2 engagements fa legal bpo scope nordic us client respectively key object fa scope perform different activities across towers p2p otc r2r various process covered like vendor creation invoice processing helpdesk te payment fixed assets reconciliation cash allocation billing cci legal client data entry includes 5 functions foreclosure legal paper service process business functions data entry case information gathering affidavit entry summons assignment backend indexing managing overall service delivery end end 2 engagements team size 250 billable agents 9 team leaders 3 managers managing overall service delivery 2 critical clients team size 200 billable agents e 5 team leaders 2 managers mariagers act single point contact accenture operations organizationsregions cascade information respective geographies vice versa identify coordinate accenture operations resources needed various stages program ensure acn service delivery organization actively looking optimize process delivery leveraging solution functionality ensure solution enable service delivery organization deliver ensure commitments area di ed provide expert input access accenture operations smes regional impacts needs manage escalated risks issues conjunction program lead main contact client relationship management contract delivery related scope identify communicate potential impacts solution changes service delivery organization ration part decision process consideration sign service acceptance behalf service delivery organization managing run estimates budgets service delivery assessing service delivery organization impacts ability f proposed requested solution changes innovation drive also scope increase deals part responsibility key deliverable retention practice activities pertaining working hr capability development support groups enable occasionally support geo sales teams defending service proposals key achievements engagement managed leadership chosen represent accenture best performing outsourcing deal iaop forum delivered 7m usd pl impact benefit client resulting 1m usd revenue addition part gain sharing accenture worked directly sales process several bpo rfp responses win rate 70 engagements leadership lowest attrition rates key tronic corporation operations lead oakdale mn 022010 012011 project managing global biostatistics programming document technology towers clinical research team us based pharma client key objective clinical research team collect monitor research assesses evaluate information lab tests subjects adverse effects medications make documents submission ready fda also managed data entry safety review towers single case processing team us based pharma client key objective pharmacovigilance process collect monitor research assesses evaluate information healthcare providers patients adverse effects medications managing overall service delivery 2 critical towers team size 91 billable agents 5 team leaders 2 managers managing overall service delivery 3 critical towers team size 91 billable agents 5 team leaders 2 managers key responsibility manage overall service delivery ensuring sla compliance single case processing team global biostatistics programming document technology towers strategizing meet sla targets process client forecasting hiring requirements completing hiring process line hr planning quarterly monthly target teams accordance process deliverables biannually performance appraisals team leaders team members central hr dept scheduling trainings team members various departments per business need maintaining healthy client relations ensure smooth business flow managing exceeding quality expectations clients identifying opportunities process improvements frontending client process related issues including capacity management target setting key achievements involved setting accuracy framework aep gbp doctech processes designing functionally implementing metrics management process resulting productivity put increase restructuring resource level performance management system reformatting individual level balance scorecard make performance evaluation data driven setting incident management process resulting month month reduction client rework cases setting people forums resulting improvement ges scores reduction attrition solutioned aggregate safety reporting productivity slas created operation guide document processes waste management assistant manager manager 072006092008 lake city ga managed team 72 agents 5 team leaders b2b order cash process along handling team 20 agents 2 team leaders looking credit balance project responsible ensuring slas cash aging met also ensure cr balance shows month month reduction responsibility also ensure maintain healthy ledger hence conduct housekeeping activity petty dollars write offs conducted monthly introduce quality rigor process remove areas concern thus bringing improvement process performance holding team meetings taking one one session sharing best practices maintaining team statistics leave record training schedule preparing performance based based strategizing meet sla targets process client forecasting hiring requirements completing hiring process line hr planning quarterly monthly target teams accordance process deliverables biannually performance appraisals team leaders team members central hr dept scheduling trainings team members various departments per business need client relations ensure smooth business flow key achievements given zen master award given rewards points sr ney manager exceptional performance implemented behavior driven input metrics helped increase call productivity 30 within 2 months streamlined sla reporting process achieved highest ever cash collected month december 2009 2 year history process sensient technologies corporation team leader newark nj 112002 062006 scope exercise included answering inbound well outbound supervisory calls collection outstanding checks responsible teams performance part goal ensure teams performance par teams similar portfolios well ensure slas met conducting briefing giving explanations client process performance biweekly basis additional responsibility process trainer absence dedicated trainer also part ideas committee reward new idea forwarded associates interacting g client discuss strategy collections raise monthly invoice weekly scheduling staffing team members monthly evaluation agent productivity planning rewards recognition activities sharing daily productivity updates manager annual appraisals team members ment facilitating recruitment training process streamlining process per copc requirement analyzing csat well sla metrics preparing relevant action plans team level key achievements responsible transitioning process given opportunity second transitioning higher delinquency business process selected part transition team pilot process always rated exceeding expectation rating quarterly tl reviews wipro bpo services ltd senior technician city state 012002 112002 worked second largest isp software solutions provider united states senior technician provide technical support incoming calls provide process training new hires coaching mentoring agents maintaining dash board monitoring calls key achievements csat scores 94 knowledge 96 courtesy 245 surveys time highest across floor twice awarded making maximum smart transfer sells got g5 p4 rating appraisal 5 highest city state 062000 082001 ge capital international services process developer making outbound collection calls taking escalated calls mentoring floor training new hires updating dashboard briefing new updates sharing best practices key achievements got promoted 12 months joining awarded star month award twice 11 outstanding exceeding expectation performances 13 aes scores interests avid follower soccer cricket love cooking watch movies skills program management service management client relationship management sales solutioning transition management performance management managing pl