Senior Operations resume example

• As workstream lead, translated a service-delivery strategy into an operations plan with accountable owners, dependencies and weekly execution reviews; separated blocked policy decisions from cases the team could resolve under the existing process.
• With responsibility for the review standard, compared case aging and reopen reasons across operational queues, inspected the handoffs behind repeated delays, and changed execution priorities after distinguishing policy exceptions from missing information.
• Mapped queue arrivals and service times to staffing needs, separated avoidable rework from demand changes, and checked whether the revised escalation route reached the right owner.
• Owned the weekly exception queue using SQL to separate policy holds from incomplete requests, reducing repeat handoffs from 18 to 7 in a four-week review.
• Designed a process-design checklist with compliance reviewers and tested edge cases before release, enabling operators to resolve routine requests without a policy escalation.

• Consolidated 7 manual reconciliation sheets into one controlled workflow; aligned review standards and decision owners across the participating teams. Working with partner teams, kept the lower-effort process in place after handoff.
• Tracked a recurring service exception from the original request through resolution, removed a duplicated approval, and checked with the receiving team that the revised handoff preserved necessary context.
• Followed an exception through the request queue to identify where the receiving team lacked information. Added the missing handoff fields and checked subsequent cases against the original service commitment before closing them.

• Built a root-cause review cadence for the 10 highest-volume failure types; aligned review standards and decision owners across the participating teams
• Built a synthetic service queue with arrival times, case categories and handoff events; compared the original and revised process using elapsed time and reopened cases rather than assuming every delay needed more staff.
• Documented routing rules, exception owners and the conditions for escalation; walked an incomplete case through the process and revised the handoff where required information was lost.
• Owned the simulated operations queue using explicit escalation rules, resolved duplicate requests and completed a handoff checklist with a decision owner for each exception.

Relevant coursework: Financial accounting, statistics, operations management, organizational behavior

• Published a personal process-design note using the exercise log, explaining queue priorities, policy exceptions and the checks required before automating a manual decision.