career objective                              

solutions-focused operations manager eager to contribute exceptional problem-solving, strategic planning, and leadership skills toward supporting the employer in improving performance

profile                                                

ø  offer ten years of progressive experience with expertise in operational management, staff development, business planning, and process improvements

ø  demonstrated record of building, leading, and retaining top-performing support teams; strategically plan and coordinate workflow for optimal coverage while containing labor costs

ø  accurately analyze existing operations to craft and implement aggressive resource planning programs including utilization, cost control, prioritization, and organizational management

ø  dynamic communication, presentation, negotiation, and relationship management skills

ø  proactive team player equally effective in independent and collaborative environments

ø  sharp technical proficiencies including ms office, avaya, totalview, act witness, and boss; knowledge of minitab

 

~ key achievements ~

• ranked within top 1% of personnel and recipient of the bank s highest achievement award, spirit award of excellence (2002)
• piloted key kyc and jax support projects into permanent fixtures in the premier banking division
• successfully reduced consumer banking attrition by 20% across five teams; pioneered innovative program to retain top call center staff
• selected to shadow and train under business support manager 

professional experience                

bank of america, jacksonville, fl                                                                                                                9/99 c 4/09

workforce management analyst (6/06 c 4/09)

• in recognition of outstanding performance, steadily progressed within financial institution to attain position entrusted with developing business improvement strategies for three call centers with more than 800 associates nationwide
• conducted detailed analyses of schedules and trends to identify opportunities and generate statistical reports for executive management, contributed to creation of business continuity and contingency plans
• coordinated schedules, training sessions, meetings, and employee vacations

prc consultant (7/01 c 6/06)

• actively delivered product, operational, and customer support expertise for premier banking client managers in providing comprehensive financial strategies and customized banking and investment solutions
• played key role in developing and implementing strategies aimed at continuous improvement and promoting organizational effectiveness
• effectively trained and coached all levels of management and staff on achieving goals within strict project deadlines

supervisor (6/00 c 7/01)

• worked closely with senior management to develop and achieve consumer banking department goals
• managed staff and provided career guidance; directed workflow, conducted salary and performance reviews, implemented incentive rewards, monitored productivity and efficiency metrics, and administered disciplinary action as necessary

consumer banker (9/99 c 6/00)

• applied depth of knowledge regarding financial products and services towards building long-term client relationships and increasing cross-selling opportunities

education                                           

ashworth college, norcross, ga                                                                                              anticipated completion insert year

as security management

                            

  ~ professional development ~

six sigma online training ~ consumer lending certificate, american institute of banking ~ a+ computer essentials