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Yyyyyy x. yyyyyy xxx-xxx-xxxx


Experienced operations professional with 10+ years of experience within high-stress environments with a keen ability to lead others and increase organizational revenue. Experienced in leading new product launches, coordinating QA/QC functions, implementing streamlined processes, and leading project management functions. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively building positive relationships with others.


Key Competencies



         Operations Management

         New Product Launches

         Quality Assurance/Control

         Program Management

         Team Leadership

         Strategy Development

         Organizational Rebranding

         Product Development

         Process Improvement

         Staff Management

         Complex Problem Solving

         Attention to Detail


Professional Experience

TrialCard (TC) July 2012-Present

Director, Quality Assurance and Control (2016-Present)

  Directed daily administrative operations within a fast-paced environment with a concentration on increasing productivity and quality levels within the organization

  Instrumental in the design and implementation of a large-scale quality management system, develop a team focused on improving customer satisfaction levels, and monitor standard operating procedures in order to identify inefficiencies

  Supervise a team of approximately 10 staff members which requires providing individualized feedback and coaching in addition to diffusing escalated employee relations issues

  Selected by executive management to build the QC department within the organization which included creating procedures, hiring team members, and monitoring department metrics

Director of Service Operations (2015-2016)

  Coordinated operational functions within the Service Operations Group which included implementing innovative business processes and supervising departmental teams

  Played a lead role in the review and standardization of over 50 daily processes with the goal of improving efficiency, improved on-boarding programs, and assisted in successfully scaling operations

  Grew two cross-functional teams which handled claim QA/QC functions, regulatory compliance, customer engagement, and operational support

  Facilitated new product launches and/or rebranding efforts, updated the organization s scoping process, and successfully maximized profit for individual contacts

Service Operations Manager (2013-2015)

  Managed operations within the organization which were focused on creating operational strategies, improving customer support, and leading large-scale programs

  Led the improvement of 5 major programs which increased operational revenue in addition to handling the launch of 4 additional product offerings

  Oversaw the organization s digital communication and customer experience center, monitored customer satisfaction levels, and consistently focused on increasing market share and revenue

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Yyyyyy x. yyyyyy xxx-xxx-xxxx


Professional Experience Continued:

Trialcard Continued:

Project Manager, Client Service Department (2012-2013)

  Directed full-cycle project management functions within the client services department which included planning, coordinating, and completing projects

  Successfully managed 19 programs and/or projects throughout 16 brands, consistently improved customer retention levels, and acted as a Subject Matter Expert in regards to reporting services

  Led the launch of 3 complex programs which included Adjusting Value, Numberless e-Prescribing, and a CRM integrated virtual MasterCard program


United States Coast Guard May 2007-July 2012

United States Coast Guard Academy/Admissions Officer (2009-2012)

  Supervised admissions related tasks within an educational institution which required coordinating campus visits, identifying potential students, and devising recruiting strategies throughout a territory of 8 states in addition to US citizens living abroad

  Provided training to approximately 50 Cadets, over 60 volunteers, and 5 Supervisors during 3 individual 1 week orientation sessions

  Achieved a 90% satisfaction rate of the AIM (Academy Introduction Mission) program, completed expense forecasting, and managed a budget of approximately $300 thousand

  Successfully designed a virtual tour which resulted in an increase in visibility in addition to monitoring 37 individual campus programs


Deck Watch Officer, USCGC Sherman (2007-2009)

  Monitored the safety and security of both facilities and crew members which required supervising approximately 7 crew members and managing divisional budgets

  Implemented ship simulator training during a cutter assessment which improved the team s efficiency and resulted in achieving a Battle E award for navigation and seamanship excellence




Bachelor of Science, Operations Research and Computer Analysis

United States Coast Guard Academy, New London, CT


Awards Include: USGA Achievement Medal and Meritorious Team Commendation Medal (x2)

Member, Varsity Football Team


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Yyyyyy x. yyyyyy xxx-xxx-xxxx





Hiring Agent Name


Company Name


City/State/Zip Code




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 operations management roles with experience in designing and implementing innovative standard operating procedures, overseeing QA/QC processes, and leading cross-functional teams. In addition, I have a demonstrated background in leading new product launches and overseeing operational projects.


To complement my professional experience, I also possess stellar interpersonal and communication skills with an impressive educational background which includes a Bachelor of Science in Operations Research and Computer Analysis from the United States Coast Guard Academy.


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.






Yyyyyy x. yyyyyy












Yyyyyy x. yyyyyy xxx-xxx-xxxx






Contact Name

Company Name


City/State/Zip Code


Dear _______________________________:


I would like to thank you for providing me the opportunity to interview with you and discuss the exciting (TITLE OF POSITION APPLYING FOR) position currently available with your company. Having gained a deeper insight into the job requirements and your objectives, I am confident you will find me a valuable asset in achieving your goals.


As discussed, my background should translate to dynamic results as a member of your team. In particular, I believe you will find my expertise in (ADDRESS A FEW SKILLS/QUALIFICATIONS/ACHIEVEMENTS RELEVANT TO THE POSITION WHICH YOU DISCUSSED DURING THE INTERVIEW) vital to your immediate and long-term objectives.


Should you have any additional questions, or to further discuss this opportunity, please feel free to contact me at your earliest convenience. Again, thank you for the enlightening interview. I look forward to your response and am eager to contribute to your success.






Yyyyyy x. yyyyyy











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