jessica claire 9 resumesampleexamplecom 555 4321000 montgomery street san francisco ca 94105 summary extensive background call center operations production support project management supporting areas business legal compliance customer experience perspective developing tracking reporting key performance metrics support new existing initiatives improve overall business profitability highlights guest services inventory control procedures merchandising expertise loss prevention cash register operations product promotions education webster university 2000 mba computer information resource management computer information resource management edward waters college 1996 bachelors business administration accomplishments experience vizient business analyst fort myers fl 012002 current effectively manage development execution key projects initiatives create requirements support needs business support testing project launch efforts proactively look ways improve business process system enhancements perform business analysis project management citi retail services home depot sears best buy specialty merchants fuels administrative offices create analysis include budgeting staffing forecasting process planning operation rollups various reports determined executive leadership develop create business cases citi home depot improve efficiency call center operations lead participate operational related crossfunctional project teams create presentation material citi management well home depot senior management lead effort bring citi retail services desktop rplid citi cards eservice support group reduced call transfers approximately 50 improved customer experience operations point contact lead cap remediation effort related deceased account handling across citi retail services developed training procedures system referrals agentcustomer handling developed new training procedures agentcustomer handling operations point point contact launch new commercial value proposition fuel rewards 60 day terms implemented 40 procedure system changes managing efeedback onlineforum tool used agent feedback refined disaster assistance process fema related incidents across citi retail services allowing realtime agent notification rplid update timetable conduct semiannual audit reviews user access investigation electronic journal third partypartner application unit manager retail private label home depot regency care copley unit manager copley oh participated home depot start citigroup supervise staff perform effectively achieve business goals plan control strategize analyze forecasts well pertinent mis functions administer human resource related functions interviewing hiring performance management salary actions promotions etc execute feedback training incentives etc order maximize performance provide leadership guidance approximately 15 staff members accomplish overall objectives specialty projects included interviews attrition manager scheduling scorecard spet development process improvement managed unit manager scheduling team ensuring management sufficient capacity support business performance provided attrition reporting sr management unit manager agent hiring team career fair focal local college summer intern consistently achieve quality review 92 annually instituted team incentive plan focused around department financials service deliverables exceeded department goals average performance 106 goal effectively mentored developed team agents w5tith promotion rate approximately 13 original management team onboard home depot portfolio service corporation international services manager dolton il 011999 012002 supervised developed motivated team system support representatives developed performance objectives based individual goal setting sessions responsible evaluating providing performance feedback areas customer service product knowledge assumed responsibilities operations manager requested skills administrative budgeting business analysis call center coaching communication skills customer service senior management financials forecasting functional goal setting hiring human resource leadership managing mentor mentoring access mis performance management process improvement project management promotion quality realtime reporting retail sales scheduling staffing