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Your Name

Business Operations Manager

Columbia, SC

your.email@example.com
111-222-3333
www.your-website.com

Summary

I am an experienced Customer Service and Business Operations Manager, with excellent verbal and written communication skills. I have acquired extensive business experience in the areas of Customer Care Service and Applications. My management experience has enabled me to bring successes to diverse business operations, on both the Operations and Applications sides of the accounts that I have been responsible for managing.

Work Experience

Business Manager

Computer Sciences Corporation (formerly Policy Management Systems Corporation (MYND),

2011Mar 2013

Managing the Receivables (Billing, Accounting, Balancing) area for the
Tower Companies of NY account.
  • Managing two Business Analysts
  • Peer review projects that come in at over 50 hours, support analysis, and plan for project lifecycle.
  • Balancing Monthly Receivables reports and sending detailed spreadsheet to client
  • Research and or/assign issues that clients deliver via Production email box
  • Serve on Steering Committee to review and develop Industry Testing Best Practices for project development life cycle
The goal of this team is to develop standards to reduce re-work, improve overall quality of our work and products by catching defects early in the lifecycle prior to releasing to the clients.
  • The quality documents and training are distributed to over 3000 employees.
  • Compliance to the Best Practices is being assured by developing a system for auditing and reporting results on compliance. Additional training is available for those in need.

Business/Operations Manager

Computer Sciences Corporation (formerly Policy Management Systems Corporation (MYND), Columbia, SC

May 1983Mar 2013

Handled every phase necessary to develop and successfully maintain back office for  
Property and Casualty Insurance companies who contracted with CSC to buy 
the software to run their business, allowing them to run a large efficient business with minimal personnel directly reporting to them.

Operations/Customer Care Manager

Computer Sciences Corporation (formerly Policy Management Systems Corporation (MYND),

2001 2011

Managed individuals, teams, and day to day operations for several large accounts in an outsourcing environment.
  • Responsible for staffing organization, process workflow strategy, automated work management system,
quality assurance, performance management, and budgeting.
  • Support and communication of company policies and procedures, including interpretation and adherence to a staff of 30+ employees.
  • Responsible for resolving employee issues, initiating disciplinary actions, mentoring, coaching,
developing employee career plans.
  • Responsible for staff evaluations and development of Performance Improvement Plans as needed.
  • Responsible for maintaining compliance with client's contractual Service Level Agreements and reporting
those results on a weekly basis (customer service phone compliance) and monthly basis(all other SLA's).

Production Support included Service Standards compliance as well as the following:
  • Management of two full time direct report supervisors with an overall team structure of over 20 employees, 2 remote(within United States) / 6 off shore(India)
  • Overall management and performance of Customer Service, Underwriting and Data Entry Teams resulting in consistently meeting the SLAs for the client. Serviced over 5,000 calls on average per month.
  • Handled all escalated calls and made underwriting decisions/policy exceptions, etc.
  • Staffing (hiring, firing, business justification for additional staff ), retention, training, motivating, Management of Special projects:
  • Six Sigma project involving return mail resulting in a 54% reduction in returned mail.
  • Development and implementation of a new incentive program for non-exempt employees resulting in measurable increased productivity and employee retention(Pay for Performance program)
  • Implementation of cutting edge telephony system - Aspect (formerly known as Ensemble Pro)
  • Received recognition for successfully completing the project 3 months early.
  • Recorded all updates to system messages on the Aspect Phone system for all 15 accounts using the new telephony system.
  • Instrumental in conducting tours of the outsourcing department for prospective clients.

Personal Lines Underwriter

Computer Sciences Corporation (formerly Policy Management Systems Corporation (MYND),

1999 2001

Underwrote for Personal lines Automobile, Watercraft, All Terrain Vehicles and Snowmobile lines of business.

Senior Business Analyst/Account Manager

Computer Sciences Corporation (formerly Policy Management Systems Corporation (MYND),

1983 1999

Performed research, analysis and problem resolution while being required to maintain a detailed problem log document
  • Responsible for preparing monthly customer bill, writing requirements studies, and delivering onsite classes to customers. Prepared all manuals, class materials, and follow up communications as necessary.

Education

Incomplete in Law

University of South Carolina Law School , Columbia, SC

19801982

BA in History and Pre-Law(Political Science)

Columbia College, Columbia, SC

19751979

Skills

Operations management, HR career development and employee management, Appraisal development using Global Performance Appraisal System, Work assignment using Automated Work Distribution system, development of Disaster Reccovery Plan for Customer Care Center, Complete knowlege (set up and use ) of auomated web based telephony system for customer service support.

Additional Information

SOFTWARE PROFICIENCIES 
Automatic Call Distribution Systems: Meridian Max Automatic Call Distribution and the Aspect (Ensemble Pro) system. 
Software - MS Word, MS Excel, MS PowerPoint, MS Outlook, Lotus Notes, Microsoft Outlook, MVR processing with Choice Point, HR Tools (GEMS data changes), SALMAN management tool, Profit Revenue system, 
Operating Systems - Windows 2007, Windows XP, AS 400 mainframe, Agency link/internet applications, Oracle, Java, 
Sunray Anywhere Desktop(Server Based Storage)
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