Jeffrey H. Higgins, CPSM, CSCP, CPIM•62 visualizações
Kristyl Williams Resume
1. Kristyl Williams – Executive Operations Manager
929 Terrace Cedar Hill, TX 75104 (972.746.8818)
Objective Statement – Work in an organization that offers professionaldevelopment and interesting
managerialchallenges in the area of business operations management.
Summary of Qualifications – 17 years of extensive, executive operations management role in organizations;
contributed to firm growth by executing business strategies using strong decisionmaking abilities.
Areas of impact and contribution include,
Inventory Management | Risk Management | Project Management |ChangeManagement | Financial
Management | Business Strategy |Leadership Development |Cross-FunctionalTeam Leadership |
Mentoring |OrganizationalRecruiting Effectiveness|Logistics/WarehouseManagement| Managing
Employees | Staff Development | Team Building |Policies | Human Resources | Executive Administration
Excellent people manager– Persuader, influencer, leader, negotiatorand delegator.
Team work – Effectively communicatesto delegate responsibilities using interpersonalskills.
Accuracy and punctuality – Precise with details and facts.
The Deep Retail, Dallas, TX - www.ibocchurch.org
Sr. Operations Manager January 2009 – July 2015
Ensured the management, fulfillment, sales, display, cashier and janitorial team were effectively managed on a daily basis.
Executed specialpromotionalcampaigns to increaseoverallsales volume.
Made sure all store policies, procedures, and controls were followed, planned, organized, and delegated workas needed.
Effectively planned, directed and oversawthe operations and fiscalhealth of the operating unit within our overallorganization.
Planed and maintained work systems, procedures, and policies that enabled and encouraged the optimumperformance of the
management, sales, cashiers and fulfillment team.
Developed with emphasizes quality, continuous improvement, key employeeretention, and high performance.
Coached, mentored, and developed management staff, including overseeing newemployeeonboarding for the store location.
Empowered store personnelto take responsibility for their jobs and goals.
Delegated responsibility to the management team and provided consistent feedbackfor improvement measurements and
Managed the overalloperational, budgetary and financialresponsibilities of the department.
Planed and implemented systems that performed the workwith efficiency and effectiveness.
Planed and allocated resources to effectively staff and accomplish departmentalproductivity and quality goals.
Planed, evaluated, and improved the efficiency of business processes and procedures to enhancespeed, quality, efficiency, and
Managed fullcycle recruiting processes to meet the various staffing goals across alllevels within multiple business units.
Created and implemented Employment Marketing Strategies to attract passive job seekers
Developed strong relationships and partnered with hiring managers, business leaders and HR
Improved productivity by 90% with reduced turnover and saved countless hours by identifying and attracting top-performing
professionals to filljob openings.
Developed and recommended recruiting strategies to ensure a successfulsearchin a given time frame
Made business decisions that were financially responsible and accountable in accordancewith the overallorganization policies
Established and maintained relevant controls and feedback systems to monitorthe operationof the department.
Reviewed performancedate for the financial, sales, activity reports and spreadsheets.
Maintained a productive relationship with vendors to directly impact and enhanced the swift and steady flow of merchandise in
and out of the store.
Negotiated pricing, delivery and payment terms with vendors, allof which affected the retailprofit margin of the products.
Creatively executed and expanded successfulproduct lines, and implemented successfulexit strategies for archived items.
Ensured proper levelof stock was maintained and merchandise was displayed appropriately with proper signage and favorable
Managed and tracked contracts and processed payment invoices.
Monitored and measured departmentalproductivity, goalachievement and overalleffectiveness.
Managed the preparation and maintenanceof reports necessary to carry out the functionsof the department.
Prepared periodic reports for management, as necessary or requested, to track strategic goalaccomplishment.
Communicated regularly with management team, Director, Vice President, CEO, and other designated contacts within the
Fostered a spirit of teamworkand unity among department members to workin excellence with a quick resolution.
Shared the appreciation of diversity and worked effectively togetherthat enabled each team memberand the department to
Maintained transparent communication organization informationthrough department meetings, one-on-one meetings and others
forms as needed.
Consciously created a workplace culture that was consistent with the overallorganization.
Emphasized the identified mission, vision, guiding principles, and values of the organization.
Maintained employee workschedules including assignments, job rotation, and training.
Bank of America, Dallas, TX www.bankofamerica.com
AVP, Sr. Operations Managers – Universal Landing Zone (Image ATM) December 2007 – August 2009
Managed a department of 150 associates with seven 1st and 2nd shift managers.
Provided detailed performanceevaluationswith an embedded improvement matrix for allemployees.
2. Created performancematrix for the department with a 3-6 month step of improvement process implementation.
Ensured each manager was evaluated based on the matrix of their assigned team expectations and revenuematrix.
Hired new staff for the department with expected guidelines and ensured eachpersonhad a 90-day probation period to meet
Conducted allterminations based on recommendations and performance evaluations.
Motivated, coached and developed management team and front-lineto achieve optimalperformanceresults.
Ensured each management team was equipped with the necessary training, resources and tools to effectively managetheir teams
of 25 – 30 associates.
Practiced 360 coaching at all levels.
Ensured standard minimum was exercised and implemented with each productionregiment.
Identified projects and strategies for people and technicalimprovement process.
Supported Site Manager and Image Executives state side and virtual.
Managed and overseenworkprocessed from Image ATMand Cash Vault work fromRichmond, Chicago, Livonia, Reno, Pensacola,
San Diego, Nashville, New York, Hyderabad India.
Monitored the workflowentry at batch leveland distributed work accordingly.
Strategically created reports and matrix for quality and efficiency improvements.
Improved quality and efficiency by 85% for Department level.
Worked closely with Quality Production, CheckFunctionaland Technicalbusiness partners to ensure there wereimproved and
Delivered presentations and Power Points to business partners and executives ona weekly, monthly and quarterly basis.
Monitored and analyzed site budget and implemented improvement percentages.
Ensured each purchase, test, project implementations werecost effectiveand conduciveto the overallyearly budget.
Uploaded entries into ControlMachine and CPCS and ensured GL accounts weresettled with an even balance.
Detailed troubleshoot with technicalissues for allreports, end of day and Image work.
Worked closely with technicalbusinesspartners in creating and implementing new programs forthe Image Platform.
Reviewed and evaluated Performanceand Development Action Plans for DR (Direct Reports).
High level strategic planning for domestic and offshore projects.
Managed and scheduled all executive tours forthe Dallas and Atlanta Site – Image Platform.
Bank of America, Irving, TXwww.bankofamerica.com
Officer, Customer Service Manager Dec 2004 – Dec 2007
Provided training to new hires and facilitated new initiatives to existing associates and/or senior level management.
Effectively communicated procedural changes assisting in a smooth transition of associate workflow.
Supported management in the development and supervision of associates transitioning from a classroomenvironment to floor
Assisted with questions and escalated calls from the team to meet and exceed department standards.
Conducted side-by-side coaching sessions on a daily basis.
Served as an expert agent for questions from floorassociate, management and sister sites.
Consulted with learning peers to ensureseamless curriculum development and implementation/logisticalaspects of programs and
served as an advisor to course designers & developers concerning course content and delivery methods while meeting budget
Delivered instructor-led training programsfor lines of business supported.
Generated Reports for quality, efficiency and improvement margins.
Translated business performancerequirements into learning experiences that resulted in measurable business results.
Knowledgeable in quality and productivity tools and processes (Six sigma process/toolbackground/knowledge).
Quality and ACT point-of-contact for OJT Team as wellas the liaison to our Quality Consultant.
Administered Peer Listening / Calibration Sessions with New Hires as wellparticipated in Voice and E-mailCalibrations with
Traveled as needed for Client Building and Training.
Implemented overseas training in Hyderabad India extended – 4 month stay.
Text Chat Sales/Enrollment Channel – assisted potentialcustomers in opening newdeposit, retirement and investments accounts;
and enrollment via our website.
Acted Unit Manager upon request.
Assisted with scheduling interviews and coordinated exit interviews.
Bank of America, Irving, TXwww.bankofamerica.com
Bank of America E-mail E-Solutions Service Manager April 1999 to Dec 2004
Researched and responded to customers via e-mailregarding their Deposit, Loans, Credit Cards, Mortgages, Retirement and
Assisted associates escalations, technicaltroubleshooting, account maintenancerequests, research, refunds and call-backs.
Contacted assigned clients directly to create and deepened relationships with both our externalclients and our internalbusiness
Senior Manager Assistance: Responsible for handling Corporate Affairs, Marketing, Associate Banking, Accessible Banking, and
CEM(India) Support e-mailqueues.
Provided agent floor support and served as a liaison between other lines of business.
Identified, resolved and discovered causes throughresearchand analysis to provide solutions to basic and moderately complex
requests in a timely manner with error free quality
Calibrated with other LOB’s to ensure customer issue was resolved
Assisted in severalprojects with the new rollout of the Escalation E-Solutions Services.
Partnered with Executive Relations/Fulfillment Team to resolve issues as needed.
Ensured each client monthly budget remained in the black and provided financialadvisement based on the necessaryproducts
and services offered
EDUCATION – Current Student
1998/2005 University of Texas-Arlington – 50 hours completed
2007 - 2008 - Dallas Baptist University - some college hours received
Major: BusinessAdministration and Operations