Ops-support Resume Sample

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Zelma Towne
8662 Bogisich Highway,  San Francisco, CA
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Work Experience

Ops Support Lead Analyst
06/2016 - PRESENT
Los Angeles, CA
  • Support managment to meet department and Corporate requirements
  • Examine and evaluate data discrepancies which affect Citi’s regulatory reporting
  • Actively participate in IMR issues and meetings to bring closure to data quality issues
  • Act as a liaison between ISG and areas working on reporting data quality issues, facilitating the flow of information and collaboration needed to build solutions
  • Ongoing monitoring of data quality progress to ensure that Citi’s Data Quality Roadmap objectives are met
  • Perform data analysis to compare datasets from Strategic and Legacy Account platforms
  • Manage requirements gathering activities and understand complex cross functional issues
  • Produce documentation to support data quality efforts that improve Citi’s Risk and Finance data aggregation and reporting
  • Lead cross-functional Operationsteam including key suppliers through on-going effort of identifying continuous improvements
Ops Support Intermed Analyst
12/2011 - 12/2015
Detroit, MI
  • Regularly communicate and escalate to the senior leaders on gaps and progress on gaps/action items closure related to internal fraud controls based upon Risk Assessment findings
  • Establish best in class disciplines financial management, headcount control, group communication, performance measurement, Voice of Employee and executive team co-ordination
  • Measure effectiveness of the strategy and develop executive commentary and insight on performance
  • Accountable for vendor management and vendor governance disciplines
  • Continually assess and identify efficiencies in the operating model
  • Program manage specific re-engineering projects to drive value in the operating model
  • Oversee effective management of the group location strategy
  • Support Mexico TTS Client Operations Head to develop senior leaders to support future growth plans and fill critical operating roles
  • Execute a communication plan to engage with the TTS Client Operations workforce that provides transparency of execution and encourages participation and collaboration,
Process Developer & Ops Support Intern
10/2006 - 11/2011
Houston, TX
  • Ensure that data is gathered and documented about current state and defining the desired state of services and processes across the supply chain to deliver network services
  • Hosting and moderating cross team workshops to drive service improvement initiatives including RACI development
  • Developing communications and training materials for the operations technical staff and leadership to drive services improvement results
  • Own and facilitate key processes including infrastructure operations engineering design reviews and network services reviews including services definition, catalog, roadmapping and pricing
  • Supporting onsite internal fraud risk assessment reviews aimed at identifying gaps to policy and standards, defining further improvement opportunities, trainings and best practices reviews with regional team
  • Drive management for closure of control gaps identified by risk assessment process regionally
  • Initiating cross-functional, cross-product, cross-channel and digital regional internal fraud program efforts with a focus on the digital domain with reviews focused on the proactive identification of control weaknesses in this operating sphere that employees could exploit
  • Leading the regional efforts to ensure Citi stays up-to-date with industry existing and emerging internal fraud risks and latest practices/tools to protect against them (liaison with banks, merchants, payments associations)


Chatham University
2000 - 2005
Bachelor's Degree in Science

Professional Skills

  • Excellent communication, presentation, problem solving and influencing skills. Strong knowledge of applicable software and/or systems
  • Strong reporting experience and skills
  • Strong team player with excellent problem solving and interpersonal skills
  • Advanced analytical skills - Excel skills such as macros, pivot tables and vlookups required
  • Strong problem solving skills requiring sophisticated analytical thought to compare complex alternatives and select a solution
  • Strong influencing skills to build good relationships with all business partners (internal and external to Citi)
  • Excellent planning, organizational and project management skills; detail and process-oriented

How to write Ops-support Resume

Ops-support role is responsible for analytical, business, software, financial, influencing, research, design, reporting, training, finance.
To write great resume for ops-support job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Ops-support Resume

The section contact information is important in your ops-support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Ops-support Resume

The section work experience is an essential part of your ops-support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous ops-support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular ops-support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Ops-support resume experience can include:

  • Report on effectiveness of operating performance of local and regional Client Operations areas performing TTS Functions for Mexico and provide executive commentary and remedial observations
  • Excellent organizational skills, detailed oriented, and possess strong oral and written communication skills
  • To enhance sales skills to agents by working with Training Center for any new skills to be learnt to improve work capability, efficiency, and effectiveness
  • Strong communication and interpersonal skills, to interact with our clients, business partners and cross functional teams to deliver solutions,
  • Excellent communication skills to work with all levels of management
  • Excellent PC / Computer skills, specifically with MS Office Software

Education on an Ops-support Resume

Make sure to make education a priority on your ops-support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your ops-support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Ops-support Resume

When listing skills on your ops-support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical ops-support skills:

  • Good interpersonal and communication skills, with the ability to effectively translate workforce concepts into easy to understand terms
  • Excellent planning, organizational and projectmanagement skills; detail and process-oriented
  • Demonstrates collaboration skills and techniques which appropriately define alternate solutions; resolve conflicts; and
  • Coding skills in Java, HTML, CSS, JavaScript, AJAX, .Net, C#, ASPX, Python
  • Current/prior experience working within the Latam region, familiarity with differences in country product sets and back-office procedures desired
  • Able to work effectively and efficiently toward goals in a complex, diverse environment with multiple and changing

List of Typical Experience For an Ops-support Resume


Experience For Ops Support Intermed Analyst Resume

  • Prior experience working in a sales support role having direct interaction with members of the sales team and customers throughout the product implementation process
  • AML/KYC Operations Business Analysis, UAT testing or related professional experience. Excellent written, communication and time management skills
  • To encourage all agents to work together as a team as well as to create good working environment
  • Has experience and/or an understanding of AML/KYC concepts
  • PO validation and forwarding to the customer implementation or service team
  • Cisco Product Configuration Validation / Checks
  • Customer Communications / Validation (as needed)
  • Experience with Citi Agile processes helpful
  • Lowe’s) ASM – Administrative experience

Experience For Ops Support Lead Analyst Resume

  • Make good work flow decisions within the group
  • Demonstrated ability to manage multiple tasks/projects with varied complexity at any given time
  • Can demonstrate ability to build and develop long term client relationships
  • Experience in a large company with the complexity of Citi
  • Participate in reviewing and communicating action items supporting improvements to A/R aging reports
  • Participate in project teams/working groups representing RBWM interest to address new procedures, systems, branch openings, relocations and renovations
  • Routine and ad hoc reporting of transactional data and P2P Operations metrics and SLA’s,
  • To be sure that commission calculation formula of all products is revised on a timely manner according to the revised SIP
  • First level of contact for operational issue escalation and exception handling from RBWM channels

Experience For Gpc-multifonds Ops Support Resume

  • Assist and Support with some Channel Partners sales processes training/documentation
  • Maintain, enhance and recommend efficient workflows in the Salesforce.com environment as it relates to supporting Channel Partner Operations
  • ServiceNow entry and updates for all opportunities, working with Sales team
  • Order Management and Follow Up (i.e., Local Adoption Agreement processing)
  • Liaison to Billing / BOC issues (Account Support)
  • Lead generation by regularly contacting sales/SA teams within our accounts
  • To process and balance the daily CBNA 4 million+ customer transactional input collected for the nightly customer accounting updates

Experience For Sales Ops Support Manager Resume

  • Proficient with MS Excel, PowerPoint, Sales Force and database systems
  • Manage and lead ‘KYC’ Operations function
  • Monitor P2P operational activity to ensure process compliance and service delivery levels are achieved,
  • Knowledge of SAP SRM and SAP Materials Management Module,
  • Support the strategic development and implementation of a programme to enhance IA’s assurance planning data analytics and MIS capabilities within the function
  • Experienced in the direct production of high quality ‘Board level’ reporting, including focused analysis, trending, and qualitatively strong summarization of results
  • Responsible for one or more day-to-day functions in either requirements, application development, testing, project delivery, or maintenance/ operations support including implementing new systems, reducing costs, and increasing productivity facilitating organizational and business

Experience For Team Lead, Ops Support DS Resume

  • Support the Sales Operations Manager in extracting advance and maintain the analytic infrastructure in place for analyzing the APAC, including sales forecasts and key performance metrics
  • Salesforce responsibilities: reporting / dash-boarding / data extraction and general SFDC “hygiene”
  • Assist in supporting Channel and Deal Reg processes for the APAC region
  • Order Management – assist in getting order booked and communicate processes accordingly
  • Supports the sales teams at an individual deal level in structuring and transaction flow throughout the deal cycle
  • Supports programs and operational improvements in APAC Sales organization
  • Supports the consistent implementation of company initiatives
  • Align with the broader Operations and integration organizations and partner with cross functional teams, corporate development and sales enablement to ensure business success
  • Conducts robust and meaningful monthly one on one’s for each employee as well as administering mid-year and year-end performance evaluations

Experience For Ops Support Intermediate Analyst Resume

  • Track and report letter processing metrics such as SL rates, defects, etc.
  • Responsible for the consistent interpretation and application of practices, policies and processes across the organization to deliver the end-state solution
  • Responsiblefor one or more day-to-day functions in either requirements, application
  • Responsible for one or more day-to-day functions in either requirements, application
  • The position is to be based in North America
  • Support the Country Manager in the execution of the GSandT global strategy
  • Be aware of the values and ethics of the organisation
  • Provide analysis and support in the following areas: workforce management, financial and real estate management (as it relates to workforce), and metric/operational reporting

Experience For Ops Support Manager, AVP Resume

  • Provide end-to-end support in staffing areas, including (but not limited to) headcount requisitioning, requisition tracking, on-boarding new resources, maintaining accurate rosters/org charts, staff data changes, headcount forecasting, off-boarding, and analysis/reporting for headcount
  • Partner with Financial Control to provide assistance in budget preparation, forecasting and analysis of risks and opportunities pertaining to workforce related initiatives, in order to assist managers in meeting financial goals
  • Provide workforce analysis and operational reporting to prepare metrics and reports used to gauge the efficacy of the workforce strategy within Core Infrastructure Services with regards to defined targets. Reports are prepared for various levels within the CIS organization as well as contributions to non-CIS reporting entities
  • The Analyst interacts with all levels of CIS resources, as well as Human Resources, Financial Control, and Operational teams within CTI and Enterprise Infrastructure
  • To provide training and coaching; as necessary; to agents by cooperating with Marketing for the program & link with SIP

Experience For Senior Manager Finance & Ops Support Resume

  • To review incentive schemes frequently to be sure that the schemes are challenging and achievable
  • To learn techniques from CPO teams and apply such techniques to improve sales productivity and success rate of Retention Team
  • To ensure daily MIS reports are done correctly and pass to all related units on time
  • To ensure monthly retention commission is done correctly and submits to related units on time
  • To arrange team meeting at least 2 times a month in order to convey information received from Management to the team that they would have a same working direction
  • To feedback/raise critical issues of the unit to Sales and Retention Manager for further action
  • To frequently overview team’s performance and propose all possible improvement in order to strengthen team
  • Primary focus is to manage and support RBWM business channels with operational management activities to achieve full adherence to internal and external legal and regulatory requirements
  • Act as main referral point for RBWM channels as it relates to operational changes, system upgrades and new initiatives

Experience For Customer Ops Support Resume

  • Communicate clear operational business standards to relevant business and function units
  • Assist with development and implementation of operational policies and procedures, systems and practices within RBWM that contribute to improving efficiency/streamline of processes
  • Co-ordinate and complete a broad range of potentially complex analysis on an ongoing basis to produce accurate reporting and statistical information utilized by Business Standards and Operations Support team
  • Obtain sufficient information from impacted group(s) when potential significant deficiencies or material weaknesses or non-compliance operational issues are identified to ensure appropriate investigative groups are engaged; ensure remedial activities are appropriately documented to satisfy internal and external reviews
  • Work with Global Functions and business units to identify opportunities to change policies and procedures to maximize operational effectiveness
  • Maintain accurate organized records of RBWM Operational activity and related documentation
  • Provide Sales Operations support to the Alliances / Channel Partners Team teams on various issues ranging from order acceptance, quoting, best practices, pricing approvals, or liaising with other departments for responses and resolution
  • From daily tasks and practices: Prioritize, execute and participate in developing automated sales reports/dashboards and analytics to enable business decisions and identify trends
  • Maintain and ensure functional compliance of sales policies, procedures, and rules of engagement related to all aspects of Sales Operations including approval requirements, escalation processes, and compliance with standard guidelines

Experience For Senior Specialist, Customer Ops Support Resume

  • Proactively identify process inefficiencies and manage projects to streamline or automate support processes
  • Key Liaison between Sales and Key Functional Groups
  • Quote process in WOT/SPOT; Quote follow up
  • Contracts Admin (follow up of LAA agreement signature
  • Contract Management follow up
  • Sales admin (Customer number creation, PID Creation
  • Shepherd the quote to order to invoice

List of Typical Skills For an Ops-support Resume


Skills For Ops Support Intermed Analyst Resume

  • Well-developed communication skills, both oral and written (includes advanced presentation development)
  • CAP Validation – review and validation of corrective actions implemented, and liase with appropriate groups to ensure timely closure
  • Handles disputes from customers and be able to effectively research a viable solution for both parties
  • Having experience in Call Center Operation at least 3-5 years
  • Experience in compiling, analyzing and reporting data and information
  • Experience working in a customer facing role
  • Experience of risk and control requirements in a banking environment
  • Experience in managing Cloud based/ (SAAS) software delivery, systems integration, and/or software development projects

Skills For Ops Support Lead Analyst Resume

  • Experience working within a Distribution or Supply Chain environment
  • Experience in managing Cloud based/ (SAAS) software delivery, systems integration, and/or software developmentprojects
  • Customer facing experience preferrred
  • Excellent understanding of financial processes and financial systems functions
  • Direct, relevant experience in risk assessment, monitoring, and remediation with an emphasis on default processes
  • Operational experience in at least one of General Ser-vices and Travel core products and service delivery
  • Experience in expense management and cost reduction
  • Strong customer service delivery background
  • Expert skill set in Microsoft Applications

Skills For Gpc-multifonds Ops Support Resume

  • Work globally and partner with the different regions to carry out the business objectives. Previous global/international experience desired
  • Strong individual contributor who collaborates well in a virtual group environment and leads by example to inspire the team to a consistently high standard
  • Efficient in computer skill
  • Experience in an office clerical or customer service capacity required
  • MS Office Suite experience is highly desirable

Skills For Sales Ops Support Manager Resume

  • Finance experience
  • Experience Data Transformation and Data Mappings for a Citi Financial System
  • Has experience in the design and implementation of a new Daily Financial System
  • Opportunity to work and manage as part of a highly skilled team
  • Previous management experience,

Skills For Team Lead, Ops Support DS Resume

  • Working knowledge of banking/finance principles and technology
  • Enhancing clients’ freight program goals through freight analysis and mode optimization
  • Working in the Nashville, TN area
  • Working knowledge of Citi Systems Development Life Cycle (SDLC) helpful
  • Working knowledge of KRONOS
  • Working with internal customer account teams to update each customer with the appropriate class of trade
  • Understanding of Business Analysis role
  • Testing of SRM/SAP system fixes, enhancements, and SAP releases

Skills For Ops Support Intermediate Analyst Resume

  • Flexible in scheduling to support Specialty’s hours of operations for placing orders
  • Knowledge of banking products of the ability to quickly come up the learning curve
  • Link team objectives and business results by developing and adhering to SLA’s and KRI’s
  • Collaborative problem-solving and engaging style
  • Proactive in identifying Process and System Enhancements, and the ability to test and execute Change Requests related
  • Initiates development of innovations and solutions to enhance existing precedents and procedures
  • Knowledge and clear understanding of General Services and Travel products, services, strategy and points of escala-tion

Skills For Ops Support Manager, AVP Resume

  • Identify and leverage best practices for continuous process improvements and re-engineering
  • Legal, Financial, Tax and Accounting Topics
  • 5) Ability to present to all levels of the organization, including the Division President
  • Knowledge of ordering systems, principles, and technical capabilities to perform routine tasks
  • Develops competence by performing structured work assignment

Skills For Senior Manager Finance & Ops Support Resume

  • Fluency in English/Spanish. Working knowledge of additional region-relevant languages helpful
  • Analyze servicer documentation and reporting to assess risk/control levels
  • Customer service background working directly with customers and internal departments
  • Apply common sense understanding to carry out written or oral instructions
  • Identify broad based reengineering opportunities across the enterprise. Establish business case, sponsorship and execution plan. Deliver measureable impacts
  • Leads implementation of changes
  • Works with management to resolve more complex problems

Skills For Customer Ops Support Resume

  • Execution of General Services and Travel strategy in line with directives provided by Regional, Global and Product leads
  • Custody Processes Archiving, Mail, Printing Ser-vices, Statement, Office handling and control of vehicles, Travel, Office and Kitchens Supply , with proven corporate experience
  • Advanced fluent English and German
  • Directs and leads the execution efforts of the Centralized Ops Support Center business. Ensures consistency of delivery processes. Implements structure to facilitate the execution of customer contractual requirements while meeting Centralized Ops Support Center business objectives
  • Using established processes and procedures, monitors and tracks business operations to ensure the highest level of customer satisfaction while meeting the Centralized Ops Support Center business objectives
  • Participates in the design, implementation and continuous improvement of COSC processes to maximize customer satisfaction and ensure financial requirements are met
  • Serves as the primary point of communication for the Customer for overall execution of the contract. Works with sales and account management teams to capture customer requirements for delivery. Communicates those requirements back to the organization and oversees customer focus teams to achieve those requirements

Skills For Senior Specialist, Customer Ops Support Resume

  • Participates in renewal efforts and promotes expansion of contract scope. Analyzes the business to identify and communicate to the business all growth potential and cost reduction opportunities as well as additional Johnson Controls partner offerings
  • Works with sales and account management in the preliminary stages of customer qualification, review of estimates prior to proposal submittal and drives internal and external operational review meetings after the sale
  • Excellent oral, written and verbal communication skills​
  • Post-secondary education in Administrative Studies or transferable skills
  • Present recommendations to the management team. Thorough analytical skills
  • Experience in a related role with extensive experience in business and functional responsibilities

List of Typical Responsibilities For an Ops-support Resume


Responsibilities For Ops Support Intermed Analyst Resume

  • New Customer creation in systems
  • Extensive years of progressive, successful background in development methodologies
  • Provide support to CBNA Risk Management and Consumer Finance organizations"
  • Support management to meet the department and Corporate requirements
  • Write clear documentation for all code and processes
  • Business Critical production position is a line operation individual contributor
  • Self-starter with track record of creativity and innovation
  • Knowledge of company policies and organizational structure

Responsibilities For Ops Support Lead Analyst Resume

  • Advanced knowledge of the data transfer and enrichment of multiple cross-platform Finance Systems in NAM, LATAM,
  • Aptitude to interpret contracts to quickly identify compliance issues
  • Proficiency in Microsoft Office Suite (Access, Excel, PowerPoint, Word) required
  • Spanish language proficiency is required
  • Portuguese language knowledge is an advantage

Responsibilities For Gpc-multifonds Ops Support Resume

  • Passion for customer delight and sales growth
  • Faced paced and able to multitask
  • Go the extra mile when required
  • Bankkaufmann or equivalent business College de-gree
  • Reasonable subject matter competence in respon-sible services
  • High service level approach
  • Supporting inventory, ordering, pricing, credit, payment terms and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution
  • Maintain policies and procedures related to management control assessment (MCA) and records management
  • Medium-High level of proficiency with all MS Office Suite, particularly Excel, Access and PowerPoint

Responsibilities For Sales Ops Support Manager Resume

  • Influence staff and team members
  • Policy / Guidelines - policy / guidelines development, standardization, awareness, implementation assistance, and enforcement of related policies across the region
  • Training - development of a risk and control training and awareness program, including providing guidance on all aspects including information security, contingency and policy adherence
  • Regulatory / Audit Queries – liaise with auditors / regulators and assist in related review preparation, execution and management reporting and escalations
  • Act as the continuous improvement lead would work collaboratively between engineering and operations to define the service lifecycle and solve problems
  • Advisory – subject matter expert and trusted advisor on risk and control issues to management and staff
  • Relationship Management – develop strong partnerships within the ISG technology and operations groups, as well as other organizations supporting ISG activities (IA, Compliance, etc.)

Responsibilities For Team Lead, Ops Support DS Resume

  • Controls Reporting Oversight – oversight of MCA process including insuring robust MCA’s exist across all processes/countries/COE and coordination of testing and results, inclusive of self-identified (IBAM), regulatory or audit issues and recommending suitable solutions/ of Corrective Action Plans(CAPs)
  • Targeted Process Reviews - review of emerging risks, new functions and high-risk areas
  • Recommend changes to operational procedures based on advice from Compliance and Head of Regulated Sales & Wealth Operations that changes to applicable laws and regulations have occurred
  • Provide guidance and act as second level support for issue and escalation exception handling
  • Responsible for full adherence to Group, legal and regulatory requirements and align to Group Functional Instruction Manuals (FIMs) for all policies and procedures
  • Advisory – Subject matter expert (for key requirements such as manual payments, Sanctions Screening, Fraud Risk Management, SIRTs etc) and trusted advisor on risk and control issues to management and staff

Responsibilities For Ops Support Intermediate Analyst Resume

  • Control dashboard/ KRI – develop regional KRIs and dashboard to provide management with a clear view on ongoing risks/issues
  • Act as the owner and facilitate key cross-departmental processes including the platform infrastructure engineering design review and the operational services review
  • Align the various infrastructure operations process needs across EIS to improve the operational efficiency and cross-team interactions of the organization with a focus on the area of infrastructure operations
  • Program and project management of key cross-organizational programs of strategic value to Operations and Engineering groups
  • 1) Responsible for adherence to Abbott accounting policies and procedures (CFMs) and Sarbanes Oxley requirements
  • Align to the c-level competencies
  • Manage time sensitive tasks and successfully coordinate completion

Responsibilities For Ops Support Manager, AVP Resume

  • 2) Provide financial leadership and fully support achievement of financial plans, goals, and objectives
  • 3) Establish competent and appropriately staffed finance team to support current and future needs of the business
  • 4) Seek guidance on issues outside of normal scope
  • Computerised systems orientation
  • Self-assessment / review

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