jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary accomplished business leader 10 years management strategy people development delivery operational experience marketing research industry versatile leader focused team building talent development driven surpass company goals thriving deadlinedriven environments project planning development six sigma certification procedure development offshore partner management skills research analysis strategic objective execution process improvement special events planning communication change management people management work history bpo manager 092012 current association american medical colleges washington dc managed multiple outsourcing projects per year conducted due diligence analysis incorporated findings creating project plan business case support move work stream reviewed drafted reviewed financial statement key stakeholders productivity savings business case identified process inefficiencies gap analysis mapped process activities desired outcomes rectify operational inefficiencies recommended operational improvements based tracking analysis conducted interviews key business users collect information business processes user requirements change management communications director nielsen solutions center 092008 092012 nielsen city state developed key messaging branding positioning statements coached management communication tactics staff customers regarding organization changes coordinated news releases media responses press packets placement stories nielsen internal publications built strategic alliances global operations leaders resulted successful consolidation client facing technical support global hub model defined strategy business plan implementation global help desk model organized due diligence ensure successful knowledge transfer work managed staff supporting 15000 plus monthly global client contacts via nielsen solutions center nsc reviewing monthly slas client surveys scorecards via regionalbusiness reviews successful global nsc implementation creating consolidated hub model supports 165 applications 54 countries 6 languages english french german italian portuguese spanish receiving 13000 contacts per month across 5 nsc hubs technical client care data inquiry manager 032004 092008 nielsen city state collaborated application development marketing client support teams create support process new product launches monitored client support tickets emails call ensure quality support provided customers satisfied partnered marketing team translate product features customer value propositions used consumer messaging led communication stakeholders regarding product goals progress made coached mentored 20 staff members including conducting performance reviews trained coached mentored staff ensure smooth adoption tcs partnership successful transition first level 1 level 2 us buy client facing support tcs chennai india cross training onshore key account support agents increase depth client knowledge provided increase hours coverage key clients development offshore career path within tcs nsc team retain subject matter experts process six sigma green belt increased customer satisfaction scores 95 satisfied senior technical support specialist 022000 092004 nielsen city state resolved customer issues clear courteous straightforward manner identified solved technical issues variety nielsen proprietary applications followed clients ensure optimal customer satisfaction remained uptodate latest technologies solutions applicable company products managed call flow responded technical support needs customers defined implemented product coordinator role level 2 technical client care ownerexecutive director 051993 072003 country kids childcare center city state supervised group childcare teachers providing directions programs child development fostered reasoning problem solving active exploration games activities monitored students educational progress individual charts files sanitized toys play equipment day maintain safety cleanliness established daily routines easy children follow established staff incentive program motivate teachers pursue opportunities education training provided advanced certification recipient state wisconsin quality improvement grant four consecutive years administrators credential child care 2000 northeast wisconsin technical college green bay wi associate applied science marketing education north hennepin community college minneapolis mn certifications six sigma green belt itil foundations certification