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Yyyyyy x. yyyyyy


817 Brookstone Crest | Mount. Horeb, XXXXXX xxxxxx xxx-xxx-xxxx |


Operations Consultant

Regulatory Compliance | Policy Development | Process Improvement | Quality Assurance | Audits

Internal Controls | Consulting | Department Operations | Organization | Problem Solving

Time Management | Communication | Interpersonal Skills


Driven, focused and capable professional xxxxxxth years of progressive operations coordination experience. Skilled in working in teams or individually to achieve or surpass departmental goals and thus garner success. Developer of mutually beneficial relationships xxxxxxth stakeholders at all levels using positive demeanor. Promoter of a company image rooted in professionalism and commitment. Excel under pressure in time-sensitive environments. In pursuit of a compliance-focused opportunity; open to healthcare and other industries that foster innovation and career growth.


Professional Experience



Company Name

Compliance Consultant 2017-Present

  Work in an ever-evolving capacity to investigate complaints; research and resolve each case to determine optimal outcomes for involved parties per constraints of contractual language

  Draft and deliver compliance letters, while correcting prior forms/notices and/or refunding premiums to members in clarifying the specific issue at hand in each letter

  Engage in thorough process documentation across the department

  Organize compliance project processes from the premium side to ensure timeliness and attainment of outcomes

  Escalate high-profile issues relating to specific accounts; secure viable solutions for accounts in which clients are unresponsive or uncooperative

  Note opportunities to improve processes and achieve departmental objectives using LEAN methodologies


CUNA Mutual Group

Operations/Lending Compliance Consultant 2007-2017

  Introduced techniques to address customer complaints using information gathering best practices

  Established a strong working knowledge of products related to Payment Protection Services, along xxxxxxth products across the company and their implications for decision making

  Created a Remediation Letter procedure used to rectify inconsistencies when introducing new products and documents

  Fostered and sustained positive working relationships xxxxxxth individuals throughout the organization

  Liaised xxxxxxth Sales Executives, Account Consultants, Credit Union Representatives and members to resolve complaints, escalations, remediation efforts and additional projects

  Interviewed credit union employees to aid in determining optimal resolution methods

  Enforced Payment Protection Services processes to fuel regulatory compliance

  Helped credit unions understand numerous methods used to submit data; streamline work to alleviate involvement levels

  Prioritized escalations and other projects to align xxxxxxth deadlines including customer timelines


Lending Operations Process Manager 2004-2007

  Played a key role in creating and implementing a captivating vision that adhered to corporate objectives, lending solutions and departmental goals

  Managed operations so as to remain consistent xxxxxxth desired client experiences

  Effectively crafted customer-centric service standards, measurements and quality processes


Yyyyyy x. yyyyyy




Lending Operations Process Manager Continued

  Developed and set forth a Premium Review plan

  Spearheaded the delivery of reliable programs and services, focused on accessibility and customer needs

  Identified, documented and executed processes to bolster quality, productivity and workflow

  Prepared written reports for review by management, executives, and external customers in order to carefully explain the Premium Review process

  Discussed findings related to employee actions, work results and suggested changes in policies and procedures

  Sought xxxxxxthin credit unions to consistently improve productivity, quality or workflow


Internal Audit Consultant 1995-2004

  Called on audit and control acumen in leading complex division or corporate projects

  Acted as a resource in fueling operational management excellence nationxxxxxxde

  Assessed the soundness of financial data and the general system controls environment in order to best assist external auditors in leading their respective operations

  Listened to ideas for and considered alternatives xxxxxxth affected people; clearly communicated to reach consensus resulting in decision-making efficacy

  Coordinated the planning of annual department business plans and job functions amongst department personnel

  Authored reports for review by management, executives and external customers

  Used attention to detail to explain processes under review, employee actions as well as work results and recommendations


Also worked as an Account Correction Analyst xxxxxxth

Great Lakes Higher Education Corporation from 1992-1995


Education & Credentials


Certified Public Accountant (CPA)

Certified Internal Auditor (CIA)

Bachelor of Arts, Business and Accounting, UW-Whitewater


Community Involvement

Member, Sons of Norway fraternal organization (Treasurer starting January 2018)









Yyyyyy x. yyyyyy


817 Brookstone Crest | Mount. Horeb, XXXXXX xxxxxx xxx-xxx-xxxx |



March 16, 2018


Hiring Agent Name


Company Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity 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 the folloxxxxxxng accomplishments:


  I bring to any role years of proven operations management success. It is my hope to put the skills I ve refined over the years to practical use in a challenging, engaging new setting focused on compliance in the healthcare industry.


  My experiences thus far have sharpened my departmental leadership and relationship building competencies, as well as my ability to connect positively xxxxxxth clients, colleagues and stakeholders at all levels.


  As a professional, I am able to excel in fast-paced settings that call for adaptability. I work well as both an independent achiever and valued team member to lend to seamless operations.


  In addition to my work chronology, I am a Certified Public Accountant (CPA) and a Certified Internal Auditor (CIA). I also have a B.A. in Business and Accounting.


  Furthermore, I achieve a positive work-life balance through involvement xxxxxxth the Sons of Norway, a fraternal organization for which I xxxxxxll serve as Treasurer starting in January of 2018.



As an employee, you xxxxxxll 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 interviexxxxxxng xxxxxxth you in the near future.



Yyyyyy x. yyyyyy

Enc. Resume



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