Yyyyyy x. yyyyyy

Versatile, results-oriented Operations Leader with 20+ years of experience in leadership and operations roles within a variety of industries. Advanced experience in leading daily client service operations along with steadfast listening skills which provide a valuable asset/tool to clients and ensures high productivity levels. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with others.

Operations Management Sales/Business Development Employee Engagement/Turnover Reduction

Budget Design Human Resource Management Complex Problem Solving Strategy Development

Public Relations Productivity/Efficiency Change Management Growth Management

• Demonstrated background in successfully leading large-scale operations with experience in increasing staffing, reducing employee turnover, and managing multi-million dollar budgets

• Experienced in leading large-scale programs which included a customer service initiative called Everything Speaks which resulted in an increase of customer service and engagement levels

• Directed day to day call center operations within a fast-paced environment with a focus on increasing productivity and operational efficiency levels
• Played a lead role in improving metrics within an understaffed call center through the use of streamlined processes and an increase in employee engagement
• Supervised various customer focused programs which included fraud detection and quality assurance in addition to designing and implementing a call recording, an automated call back system, and an after-call customer service survey system
• Instrumental in the creation of a comprehensive training program which included hiring a full time Trainer and successfully built/mentored a call center leadership team
• Created annual operational budgets which averaged approximately $2.5MM, consistently reviewed department objectives, and worked closely with executive leadership teams
• Successfully increased call handled rate from 50% to over 98% in 2017 along with increasing employees from 20 to over 75 employees throughout 4 years

• Oversaw daily operations within various locations within the organization which included the main banking/corporate location and a $45MM full-service branch
• Supervised branch team members which required providing individualized coaching and training along with diffusing escalated customer service situations
• Identified potential business development opportunities within the community, created innovative operating procedures, and monitored branch quality metrics
• Led the opening of a new branch which was located inside a senior home facility which generated over $1.9MM of deposits in 9 months
• Exceeded the business development call goal by 45% along with obtaining over $3MM in new business through the cultivation of 30 new relationships within the community

Yyyyyy x. yyyyyy

• Led daily operations within a large-school district which consisted of students ranging from pre-kindergarten through 12^th grade and held over 330 students
• Worked closely with members of the Board of Directors, managed an operational budget of over $2MM annually, and generated comprehensive financial statements
• Oversaw financial metrics within the entire district in addition to handling board development and the facilitation of board decisions
• Supervised cross-functional teams consisting of school administration and teaching staff in addition to coordinating annual fundraising programs
• Managed public relations operations which required issuing statements and speaking with members of the media in addition to handling escalated issues within the district as needed
• Successfully maintained a balanced budget for 7 years in a row, increased endowment by 10X, and improved student enrollment by 44%
• Voted Best Private School for 6 consecutive years by Abilene Reporter News

• Vice President-Marketing, First State Bank
• Assistant Vice President/Operations, First State Bank

Bachelor s Degree in Business Administration

Abilene Christian University, Abilene, TX

Member, Abilene Chamber of Commerce, 1980-Present

Member, Workforce Solutions Board of Central West Texas, 2008-Present

Board Member, Global Samaritan Resources, 2013

Finance Committee Member, Global Samaritan Resources, 2013

Advisory Board Member, KACU, 2006-2013

Advisory Board President, KACU, 2009-2010

Board of Directors, Abilene Chamber of Commerce, 2005-2008

Council Member, Abilene Chamber of Commerce, 1980-Present, 1997-2007

Yyyyyy x. yyyyyy

Date

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear__________________:

I am currently seeking a challenging new career opportunity as (JOB TITLE) and am submitting my resume for your review. In advance, thank you for your time and consideration.

As demonstrated in the accompanying resume, my professional qualifications include a strong background in strategic leadership and operational roles with experience in designing and implementing operational strategies, managing financial metrics, developing operating budgets, and monitoring quality programs. In addition, I have strong experience in building positive relationships with both internal and external clients, ensuring compliance with regulatory standards, and increasing operational revenue levels.

Some of my key skills include:

• Successfully increased call handled rate from 50% to over 98% in 2017 along with increasing employees from 20 to over 75 employees throughout 4 years

• Successfully maintained a balanced budget for 7 years in a row, increased endowment by 10X, and improved student enrollment by 44%

• Created annual operational budgets which averaged approximately $2.5MM, consistently reviewed department objectives, and worked closely with executive leadership teams

As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy