executive profile jessica claire montgomery street san francisco ca 94105555 4321000 resumesampleexamplecom high performing customer relationship management bpo executive proven experience managing high growthcomplex operations serving diverse industries include wireless technology insurance healthcare consumer services change agent welldocumented history growing assets expanding client relationships setting effective strategic direction building platform consistent operational execution proactively developing talent processes culture continuous improvement professional strengths executive general management strategic planning operations multichannel contact center etc business development pl management account management talent organizational development crossfunctional leadership selected achievements senior vice president operations asurion proactively reengineered operations enabling revenue grow 400 million 2 billion two years improving margins customer satisfaction subscriber retention skill highlights guest services inventory control procedures merchandising expertise core accomplishments professional general manager board member experience state massachusetts stockbridge loss prevention cash register operations product promotions client cmp provides case intake solutions legal industry 012011 012013 lead team 100 associates facets business operations include contact center client services sales financial management proactively implemented strategic plan reengineered business operations resulting 100 increase revenue 51 increase client retention less two years positive liquidity event asurion chose leave corporate environment time raise two sons single parent achieve goal becoming entrepreneur chef executive officer wencor calgary place ga 000 independent contractors managed pl 250 million 012007 present expertise includes strategic planning call centerbpo operations customer relationship management business development account management human resource management entrepreneur started two businesses helped start two others completed dozens consulting service brokering engagements clients clients included perot systems revenue cycle management merck pbm eapc behavioral health dell sony verizon tmobile discover brightstar trusource labs nest google citigroup mr claire currently serves founder ceo contact management partners llc operations consulting business process outsourcing partner helps organizations better acquire retain optimize customer relationships effectively scalemanage operations cmp provides practical hands consulting focuses ensuring right strategy people process technology place aligned ensure satisfying customer experience profitable bottomline mr claire graduate university south florida resides franklin tennessee two sons christopher michael secior vice president operations executive team member citigroup inc monrovia ca 012004 012006 2 billion global organization providing insurance roadside assistance services wireless industry reported chief executive officer lead claims processing customer service technical support roadside assistance groups facets business operations 3000 associates located five locations network 10000 independent contractors pl 250 million clients included verizon wireless tmobile cingular alltel proactively improved operations intercompany collaboration resulting 100 million additional revenue cost per claim reduced 40 reships 16 customer satisfaction scores increased 84 93 vice president business development cass information systems inc wellington ks 012003 012004 startup venture founded former ceo client logic providing offshore business process outsourcing services within apac region reported president helped create sales division acquired physician practice group establishing organization within healthcare marketplace secior vice president american advanced management inc sacramento ca 500 million global provider bpo services reported chief operating officer 012002 012003 lead team 2500 associates four locations providing customer care sales technical support services managed pl 80 million supported clients include dell sony microsoft earthlink sears reengineered operations grow revenue 11 million margin 7 led global best class initiative reduced organizational attrition 40 vfogeneral manager apac customer services city state 500 million crm ecrm outsourced solutions provider fortune 500 reported presidentevp operations 011997 012001 responsible facets business operations include strategic account management operations business planning 2400 associates within two locations pl 70 million clients included merck pharmaceutical mci world communications jc penney ty citibank hbo harland implemented operating processes sales support presentation resulted corpus christi business unit designated organizations model site used major prospective client visits learning place best practices proactively grew client 45 million 22 million within 30 months another client 65 million 16 million one year produced approximately 29 divisions revenue 35 gross profit utilizing 18 total assets chef operating officer executive team member telnet systems city state top 50 call center outsourcing company specializing b2b b2c sales reported chief executive officer 011994 011997 lead 300 associates three locations providing inside sales services clients telecommunications financial consumer services functions include account management hrm fpa pl 12 million proactively improved quality assurance practices reduced cancelled sales 5 1 improved recruiting processes resulted 100 staffing objectives met within labor market 2 less unemployment dicector tele color tile corporation city state 127 million direct marketing division providing home furnishing products reported president 011993 011994 lead customer service sales administration human resources vendor relations implemented total process reengineering resulted improved service levels 55 90 reduced claim resolution time 50 implemented consultative selling strategy increased sales 49 developed inside sales initiative produced 3 million new revenue dicector staff development home shopping network inc city state 13 billion direct marketing electronic retailing organization 011986 011992 education reported ceo hsc svp human resources hsn responsible training development 7000 associates leaders multiple locations throughout north america request senior management served variety special assignments include starting customer service department canadian home shopping union avoidance within distribution center turning around travel startup acquired reservation company proactively developed program recruit train older workers produced flexible workforce increased sales reduced labor cost hsn received business partnership award american legion employer year award bachelor arts prelaw university south florida skills account management p b2b behavioral health business development business operations business planning business process call center consulting contact management customer relationship management crm client clients customer satisfaction customer service customer care dell direct marketing entrepreneur senior management financial financial management fpa gross profit human resource management human resource human resources inside sales insurance legal logic management consulting market network organizational process reengineering processes quality assurance recruiting selling sales sales support staffing strategy strategic strategic planning technical support telecommunications vendor relations