Kimberly Jessup
Saint Louis,Missouri
Summary
Senior Operations Manager with extensive experience in driving performance improvements through Lean implementation and strategic vendor negotiations at ICF International. Skilled in project management and operational strategy, successfully established analytics dashboards and developed departmental roadmaps to enhance KPIs and generate additional revenue.
Overview
27
27
years of professional experience
Work History
Senior Operations Manager
ICF International
St. Louis, MO
05.2022 - Current
- Led cross-functional teams to enhance performance.
- Implemented Lean/Six Sigma methodologies, reducing inefficiencies and enhancing KPIs.
- Negotiated vendor contracts resulting in substantial cost savings.
- Installed analytics dashboards to facilitate data-driven decision-making.
- Developed departmental roadmaps aligned with organizational priorities.
- Established partnerships that generated additional revenue and strengthened market presence.
Operations Director
Maximus
Baltimore, MD
09.2019 - 05.2022
- Directed operations for Maryland Health Benefit Exchange, driving consistent revenue growth and performance
- Implemented cost-reduction strategies to enhance profitability.
- Hired and trained over 600 remote representatives during COVID-19, achieving high call resolution rates.
- Facilitated development of CRM tool enhancing service standardization and boosting efficiency.
Vice President, Member Experience
Evergreen Health Co-Op
Baltimore, MD
02.2013 - 03.2019
- Managed over 100 staff across multiple health centers, ensuring high operational standards.
- Introduced member programs that raised quality assurance scores and boosted membership.
- Developed resources and SOPs to maintain service consistency across all centers.
- Acted as primary contact for escalated cases with Maryland Health Commission.
Contact Center Manager
Verizon Communications
Silver Spring, MD
08.2003 - 12.2013
- Managed 15 supervisors and 500 agents, overseeing annual sales exceeding $5.5M.
- Established a retention center that boosted repeat business and customer loyalty.
- Enhanced per-call sales while decreasing dissatisfaction ratings.
- Achieved national recognition for leadership; attained Certified Labor Relations Professional (CLRP) status.
Store Manager
Nordstrom
Baltimore, MD
06.2000 - 07.2003
- Oversaw daily operations, supervised staff, and ensured exceptional customer service within a dynamic retail environment.
District Manager
Gap Incorporated
Falls Church, Virginia
03.1999 - 06.2000
- Managed various store locations, enhanced team leadership, and ensured consistent sales performance throughout the district.
Education
Bachelor’s Degree - Psychology
Southeast Missouri State University
Cape Girardeau, MOSkills
- Lean implementation
- Vendor negotiation
- Project management
- Operational strategy
- CRM Systems
References
References available upon request.
Timeline
Senior Operations Manager
ICF International
05.2022 - Current
Operations Director
Maximus
09.2019 - 05.2022
Vice President, Member Experience
Evergreen Health Co-Op
02.2013 - 03.2019
Contact Center Manager
Verizon Communications
08.2003 - 12.2013
Store Manager
Nordstrom
06.2000 - 07.2003
District Manager
Gap Incorporated
03.1999 - 06.2000
Bachelor’s Degree - Psychology
Southeast Missouri State University
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