DONOVAN N.

WILSON
21 West Street Apartment 20C • New York, New York 10006
dnigelw@hotmail.com • (917) 886-0657

Solutions-driven operations professional with approximately eight years combined

experience as an Operations Manager and Consultant seeking a challenging positi
on where my experience can add value to the organization. Successful at launchi
ng new operations and helping established operations streamline processes and be
come more efficient. Able to establish priorities and leverage skills and abili
ties of team members to complete projects within established timeframes. Excell
ent process improvement, problem solving and communications skills.

PROFESSIONAL EXPERIENCE
CLEAR  VERIFIED IDENTITY PASS New York
, NY
Operations Manager
10/06 - Present
 Hired and trained employees for 17 new operations
 Created and reviewed budgets to ensure all locations are operating at efficient
levels resulting in a projected annual savings of over $2,500,000
 Leveraged talents and skills of local Operations Managers to establish best prac
tices and standardize operating procedures for new and existing processes
 Performed periodic audits to ensure that all operations adhere to standard opera
ting procedures
 Sourced vendors and negotiated vendor contracts
 Managed the implementation of a trouble ticket system to replace email correspon
dence of customer service-related issues resulting in 10% fewer “lost†issues and 25% le
ss time to resolution
 Implemented a “Secret Shopper†program with an external vendor to measure and inc
he level of consistency amongst operations and improve customer experience
 Led a cross-functional team of 5 internal employees and 2 external vendors to im
prove the inventory management system
 Developed internal communication process by which all policy and procedural chan
ges are communicated to all 700 members of the organization
 Identified inconsistencies in non-exempt hiring practices and standardized the h
iring process by implementing a structured interview guide which is now used for
all interviews
 Develop and update all training materials for in-person and online delivery
 Plan and facilitate 4-day new hire training events ranging in size from 10 to 40
employees - more than 30 events to date
 Participate in sales meetings and industry conferences, promoting the benefits o
f Clear and bringing in new business
ZELUS CONSULTING GROUP Newark,
NJ
Consultant
3/06 – 5/06
 Supported the Centralized Correspondence Unit of Horizon Blue Cross Blue Shield
of New Jersey
 Interviewed the Manager, Supervisor, Team Leaders and Processors of the Centrali
zed Correspondence Unit to gather information on the department and it’s processes
 Documented existing workflows and identified problem areas
 Facilitated working sessions with key team members to obtain employee buy-in, fi
nalize workflows and brainstorm potential solutions and coached team members on
their presentation to management
 Identified, gathered and analyzed key data needed to support final recommendatio
ns
 Provided status memos and held status meetings on a weekly basis with the unit m
anager and supervisor to update them on progress, new action items and potential
problems
BOOZ ALLEN HAMILTON, INC. Lexingto
n Park, MD
Consultant
1/02 – 12/03
 Supported the Comptrollers office at Patuxent River Naval Air Warfare Center
 Assisted with development of automation software for training credit card proces
s that allowed department to reduce headcount by 33%
 Documented procedures for Training Credit Card Department
 Participated in the planning and implementation of SAP software for the Training
Credit Card Department
 Researched outstanding funding obligations for management and past due statement
s and billing discrepancies
 Provided customer support for vendor inquiries and acted as a liaison between Co
mptroller office, Human Resources, vendors and students
BUSINESS ENGINEERING, INC. Arlingto
n, VA
Purchasing Associate
3/01 – 10/01
 Reorganized the equipment ordering process, saving the company more than $10,000
.00, yearly
 Coordinated acquisition of computer equipment, software, and licenses as per agr
eements with customers
 Researched and compiled statistical reports for customer service
 Worked with accounting department to insure timely payment of invoices
 Maintained contact, inventory, and procurement records
 Organized and maintained company databases and electronic filing systems
WACHOVIA BANK Winston-
Salem, NC
Business Analyst
5/98 – 12/00
 Conducted productivity time studies and implemented standards
 Constructed business process diagrams for use in analyzing inventory and staffin
g requirements
 Prepared training materials and facilitated departmental training classes for up
to 50 members
 Wrote procedures for new projects and revised other departmental procedures
 Developed spreadsheets, charts and graphs for cost estimates, productivity track
ing, and internal audit and control purposes
 Created presentations for sales and information sessions

EDUCATION
FORDHAM UNIVERSITY New York
, NY
MBA Candidate, Management Systems 1/04 – 12/09
NORTH CAROLINA A&T STATE UNIVERSITY Greensbo
ro, NC
Bachelor of Science, Management 1/97 – 12/00

SKILLS
 Microsoft Project, Excel, Visio, PowerPoint, Word and Outlook, WordPerfect, SAP