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
Core Competencies:
 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
implemented matrixes.
 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
output.
 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
and procedures.
 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
shelf placement.
 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
organization.
 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
succeed.
 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
standards.
 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
smooth implementationtransitions.
 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
production.
 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
requirements.
 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
Team Managers.
 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
Investment accounts.
 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
partners.
 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