jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary focused operations manager successful contract negotiation process improvement remains calm poised even highpressure situations lejessicages indepth knowledge industry trends shifts offer valuable insights opportunities new growth expansion highlights change management policyprogram development crossfunctional team management staff training supervision training skilled negotiator sound judgment computersavvy calm pressure complex problem solving operations management accomplishments business development successfully grew business action project management initiated project resulted positive outcome people management describe accomplishment 1 describe accomplishment 2 financial management describe accomplishment 1 describe accomplishment 2 research conducted research led development program leadership served key contributing member leadership team experience 012009 current mortgage banking executive analyst jp morgan chase city state 2003 012015 responsible escalated issues problem solving providing support answering inquiries internal external partners senior management third party customers relating delinquent mortgage accounts intent bring delinquent accounts current responsible researching providing customized documentation senior executives management servicing default related issues ability work servicing systems well accurately analyze information system depth knowledge chase products services participation various initiatives initiate improvement departmental projects collaborated legal compliance ensure accurate resolutions provided escalated mortgage issues monitor research government agencies concerns pertaining mortgage lending practice customers communicate response either telephone written response create reports senior management monthly volume correspondence received office consumer financial protection bureau office comptroller built maintained relationship internalexternal partners communicate customers either telephone communication written response assist concerns mortgage issues handle 300 cases weekly loss mitigation including cases involving suspicious activity tracked communicated business goals team meet weekly monthly matrix provided daily report upper management teamdepartment performance sla selfauthored written responses adhering chases business letterwriting guidelines within respa guidelines business manager analyst anthem lifebluecross blueshield research accounts needed resolve delinquency payment issue applied incorrectly issue credits needed term employees group life plan needed also groups nonpayment salary changes collection calls send delinquent letters account 3045 day take inbound customer relation calls brokers clients assisting resolving issues pertaining problems billing enrollment credits terminations etc responsible accurate timely processing new firm installation new sold cases small large voluntary selfadministered benefit changes maintenance administration collaborate clients ar sales increase speed receivables prevent interruption service clients work extensively executive directors management escalated cases billing discrepancies test plans cases business process applications manage workflow supervisors upper level management responsible various project management gathering information documentation test plans cases business process applications supervise staff 25 people jessica claire cont managed team 25 012006 012009 deposit recovery collector jp morgan chase city state risk management deposit recovery collector responsible customer communications make scheduled payment arrangements bring past due accounts current worked quantrax auto dialer system recorded customer communications document accounts within department metrics company policy collection accounts receivable efforts keep accounts within company current status 012003 012007 senior tax preparer manager skills jackson hewitt city state served executive assistant management team handled busy phone system functioned primary liaison customers ensured consistently positive customer experience helped drive 10 increase customer satisfaction measured customer survey 20032007 created automated daily stats report reduced inaccuracies provided management important decisionmaking tool quickly became trusted assistant company president executive staff office manager earned reputation maintaining positive attitude producing highquality work trained new tax preparer audited processed work assure accurate information reported irs behalf customer individual business taxes managed staff ten 10 plus tax preparers accounts receivable billing business analysis business process cms clients customer satisfaction decisionmaking documentation senior management fast financial government imaging legal letters lotus excel office powerpoint microsoft word office manager oracle peach tree phone system problem solving producing project management quality researching research risk management sales sla solomon tax taxes telephone workflow written education bachelor business administration accounting cal state hayward hayward ca accounting bachelors science management san francisco state university san francisco ca management ba bs