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Yyyyyy x. yyyyyy

Dunwoody, XXXXXX xxxxxx (xxx-xxx-xxxx


Qualifications for Executive-Level Business Operations Management

Dynamic, Results-Focused Leader Committed to Optimizing Strategic Global Project, Program & Operational Initiatives


Global Operations New Business Development Process Re-Engineering Team Building

Project Management Change Management VoC Program Development Quality Control

Strategic Analysis / Planning Trends Tracking Orxxxxxxnizational Design Training / Development

Product Innovation Service Migration Key Process Optimization Best Practices Metrics / Reporting


Highly Accomplished Executive who drives companywide growth by promoting transformational business initiatives, seamless operational re-engineering, strategic orxxxxxxnizational restructuring, and dynamic product innovation to continually cultivate a strong company image with superior quality. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results to align with a company s vision, value, and goals. Six Sigma Green Belt who rises above domestic and / or international business challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving marketplace scenarios. Excellent Communicator who develops synergistic relationships with cross-geographical executives, stakeholders, committees, business teams, and clients of diverse cultural, ethnic, and socioeconomic backgrounds, and who leads multidisciplinary peers by example and with ethics and integrity.


Professional Synopsis


First Data Corporation, Xxxxxx, XXXXXX Hagerstown, MD Coral Springs, FL

(2004 Present)


Vice President Commercialization Client Experience (2015 Present)

Capitalize on the opportunity to lead forward-thinking Commercialization and Client Experience initiatives, including promoting Integrated Solutions Group (ISG) Commercialization with the development of models for a newly formed $1-billion Line of Business with 70% projected annual growth, as well as leading program directors for implementation of $1-million strategic client deals. Manage third-party semi-integrated payment solutions (i.e. product offering, end-to-end implementation, go-to-market activities). Develop commercialization models for acquiring, issuing, and consumer LOBs, and provide a critical framework in consultation with product owners for strategic execution. Develop annual charter and objectives, and oversee a national local program spanning 400 participants, 10 locations, and $500,000 employee referrals.


Key Accomplishments

  Re-engineered firm-wide process to ensure 12,000+ annual messages aligned with the company brand.

  Led commercialization of products across a portfolio of 3+ million clients and $50+ billion in revenue.

  Nominated by COO sponsor to chair a Women s Leadership Council to promote career development.

  Developed a new business initiative and model to identify, review, approve, and execute globally, including leading business and development team in creating a global workflow tool with risk assessments, notification and approval tracking, commercialization deliverables, and reporting activities.

  Developed distribution system, campaign, product pilot, and communication models for firm-wide roll out.


Vice President Strategy Programs (2013 2015)

Maximized bottom-line performance by leading strategic program management, financial services, and operations, including promoting cross-functional initiatives to encompass new business, product integration, reporting, and demand management. Recognized as the Chief of Staff to the company s President and Senior Vice President tasked with targeted planning, executive-level communications, business reviews, reporting, and employee enxxxxxxgement across a $735-million segment. Led a training and documentation team of 30 writers, trainers, and instructional designers supporting 4,000+ external financial institutions. Increased work output and accountability to improve the multi-process customer experience.


Key Accomplishments

  Outlined multi-year strategy and created program management to support phased service and objectives.

  Successfully led high-profile projects, including an Apple Pay enablement to accept pioneering new mobile wall payments, as well as EMV Chip Card Implementation a collective $50+ million investment.

  Increased efficiency 22% in first 9 months via the development of capacity planning and staffing models.


Director Operations Program Management (2012 2013)

Directed the delivery of global projects and programs promoting strategic and transformational initiatives for issuing and acquiring lines of business, including global fraud procedures to avoid a $4 million loss and implementation of newly acquired Clover point-of-sale systems. Developed multi-site, cross-functional teams to manage all facets of project efforts.


Key Accomplishments

  Successfully led global product launches and contact center migrations.

  Promoted seamless enterprise reporting consolidations and global risk assessments.



Yyyyyy x. yyyyyy Page Two (xxx-xxx-xxxx


First Data Corporation, Xxxxxx, XXXXXX Hagerstown, MD Coral Springs, FL



Director Training Quality (2009 2012)

Led targeted decision-making for Contact Center Learning, Curriculum Development, and Quality Team efforts within a 4,000+ seat call center with operational oversight of 95 total directors, managers, trainers, and quality analysts across 7 locations. Recognized as a valuable business owner for an initiative to migrate 65 content repositories requiring 78,000 labor hours during a 2-year enxxxxxxgement, including developing project financials, ROI, team resources, and executive communications. Developed comprehensive strategy to proactively incorporate process improvement needs.


Key Accomplishments

  Completed 500,000+ learning hours and monitored 300,000+ calls.

  Achieved a 5-point increase in VoC scores, along with improving staff enxxxxxxgement.

  Led team to transform quality and VoC programs and implement NextGen best practices.

  Maximized value via dynamic, targeted monitoring to enhance performance and BI best practices.

  Developed a new training curriculum and key online reference tools for 11 global sites and 30+ products.


Director Process Implementation Business Support (2006 2009)

Expertly managed service migration, staff certification, and project and change management initiatives to align with the company s critical objectives, including developing training and quality strategy and leading staff to support large-scale migrations, designing due diligence approach and project implementation approach, and developing ongoing best practices.


Key Accomplishments

  Led migration of 20+ work tracks and 10 million calls to 5 offshore vendors.

  Ultimately consolidated 2 large-scale domestic sites for an annual savings of $8.5 million.

  Successfully promoted training of 70+ trainers, instructional designers, and quality analysts.

  Developed support staff and agent certification to ensure onboarding and ongoing product knowledge.


Manager Training Quality (2004 2006)

Optimized training and quality efforts across 300-seat Call Center operations, including promoting customer service-centric new hire recruitment and cross-functional training, as well as a knowledge transfer strategy and certification model.


Key Accomplishments

  Led training for migrations of multiple products for 2 offshore vendor locations in Mexico.

  Created Xxxxxxte Keeper project manager role to define and lead Call Center improvement initiatives.


Toys R Us, Inc., Wayne, NJ

(2001 2004)


Manager Toys R Us Relationship Enterprise Guest Services Sales

Utilized broad scope of industry knowledge toward directing strategic call center implementation within high-volume operations, including continually promoting quality-centric program development to align with targeted business objectives.


Key Accomplishments

  Spearheaded the development and launch of critical CRM and email services initiatives.

  Led targeted Voice of the Customer (VoC) program development to maximize service results., Fort Lee, NJ

(2000 2001)


Training Specialist Enterprise Guest Services

Strategically steered details-oriented training / development initiatives within a rapidly evolving Enterprise Guest Services operations, including consistently building and sustaining lucrative business results via ongoing support of critical programs. Contributed skill in developing mutually beneficial vendor relations to meet diverse goals.


Airborne Express, Paramus, NJ

(1999 2000)


Customer Service Trainer

Played a vital role in driving team building initiatives, including facilitating quality-focused new hire recruitment and training of staff in core compliance with companywide policies, protocols, and processes for continued services excellence. Successfully trained an 80-member Call Center staff in diverse computer applications and skills.


Education & Professional Development


Bachelor of Science Marymount College at Fordham University


Six Sigma Green Belt (Since 2006)


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