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Jesse Kendall 123 Elm Street Miami, FL 33183 H: 305-555-5555 C: 305-444-4444 firstname.lastname@example.org GLOBAL OPERATIONS MANAGEMENT Committed to performance excellence COMPETITIVE ADVANTAGES Execution-driven global management professional with proven expertise streamlining operations, ensuring optimal efficiency, and maximizing profitability. Proven leader with demonstrated strengths in finance, marketing, branding, sales, strategic planning, performance improvement, and project management. Consistently exceed rigorous expectations. Will consider relocation. Bilingual: Fluent in English and Japanese. AREAS OF EXCELLENCE • Profit/Loss • Forecasting/Analysis • Policy Development • Strategic Planning • Process Improvements • Operational Efficiency • Professional Development • Cost Control/Containment • Marketing/Sales Strategies CAREER HIGHLIGHTS ABCINTERNATIONAL, INC. ─ Miami, FL ─ 20xx to Present GLOBAL OPERATIONS MANAGER ─ USA & PUERTO RICO – 20xx to Present Oversee operations across 52 US locations and five centers in Puerto Rico through 19 direct reports for this $400 million international language and consulting service organization. Administer profit and loss; manage budgeting, forecasting, analysis, and control. Establish strategic direction and execute through top teams. DELIVERED RESULTS: • Increased sales revenues by 19% and EBITA by 48% between 20xx and 20xx by developing strategies to enhance total customer orientation, efficiency and productivity of operation, cost management, and people development. • Spearheaded value proposition negotiations and improved unit lesson rate by 27.7% from $40.72 to $52.00. • Revitalized brand by strategically repositioning; shifted from a low-priced vendor to premium-priced service provider, which maximized brand awareness and aligned pricing strategies to key business objectives. • Played an instrumental role in decreasing turnover by 13% by creating a culture of excellence and initiating a training and development department to focus on morale, employee development, cross training/multitasking, and customer service. • Eliminated five underperforming centers and opened three new locations. Led renovation of 32 existing centers. OPERATIONS RESULTS: • Shifted management style from top down to collaborative and team focused. • Spearheaded a management committee charged with driving corporate strategies and making key decisions. Implemented a team to infuse accountability into culture. Initiated pay for performance into the operation. Jesse Kendall, Page 2 OPERATIONS RESULTS, CONTINUED: • Set rigorous expectations and developed a minimum standard procedure manual for quality assurance and consistency in field operations. • Expanded the institutional business segment by establishing a dedicated corporate sales team. • Utilized enhanced technologies and the Internet to deliver language services via virtual classroom. • Initiated customer loyalty/retention and mystery shopper programs, and implemented a customer survey to ensure satisfaction. GLOBAL OPERATIONS MANAGER, WEST JAPAN ─ 20xx to 20xx Set the strategic direction and executed operations through top teams across 24 language centers. Controlled profit and loss for the Western Region of Japan. Earned certification to provide face-to-face sales training across the Berlitz Japan organization. Served as the Berlitz Japan Representative for global projects driven by Berlitz International, Inc. DELIVERED RESULTS: • Penetrated new markets by opening six new centers. • Supported 37% of the company’s total revenues. • Generated the lowest turnover ratio of management across the country, which was 8% compared with 18%. REGIONAL DIRECTOR, WEST JAPAN ─ 20xx to 20xx Managed 12 direct reports and oversaw operations and finances across the Western Region and its 18 centers. Led the training and mentoring of directors across the region. DELIVERED RESULTS: • Earned ranking as top performer among all regions in sales and EBITA for three consecutive years. • Recognized with the Top Region Performance Award in 1999, 2000, and 2001. EDUCATION & TECHNICAL EXPERTISE UNIVERSITY OF XYZ, Miami, FL B ACHELOR OF ARTS, LEGAL STUDIES THE ABC SCHOOL-UNIVERSITY OF XYZ, Executive Education Program, 20xx: STRATEGIC T HINKING AND M ANAGEMENT FOR COMPETITIVE ADVANTAGE FORUM CORPORATION’S F ACE-TO-F ACE SELLING SKILLS SITUATIONAL LEADERSHIP II W ORKSHOP LEGENDARY SERVICE AT THE RITZ C ARLTON R ADAR O N, ANTENNA UP: FULFILLING CUSTOMERS’ UNEXPECTED W ISHES B ALANCED SCORECARD FORUM CORPORATION’S T RAIN THE T RAINER CERTIFICATE, 20xx
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