skills/career-command-centre/evaluations/personas/midcareer_operations.json

{
  "persona_id": "P02",
  "synthetic": true,
  "profile": {
    "name": "Jordan Lee",
    "headline": "Customer Operations and Service Improvement Manager",
    "location": "Toronto, Canada",
    "contact": [
      {"label": "email", "text": "jordan.lee@example.test", "url": "mailto:jordan.lee@example.test"}
    ],
    "work_rights": "Canadian citizen"
  },
  "preferences": {
    "target_directions": ["Customer Operations Manager", "Service Design Manager", "Continuous Improvement Lead"],
    "locations": ["Toronto", "Remote Canada"],
    "remote_preference": "flexible",
    "salary_minimum": 115000,
    "currency": "CAD",
    "employment_types": ["permanent", "fixed-term"],
    "excluded_employers": [],
    "excluded_role_patterns": ["commission only", "contact centre supervisor"],
    "selectivity": "focused",
    "source_preferences": {
      "strategy": "automatic",
      "preferred": [],
      "excluded": []
    },
    "document_preferences": {
      "format_mode": "smart_default",
      "reference_template_name": null,
      "page_strategy": "adaptive",
      "section_order": ["Professional Summary", "Role-Match Experience", "Professional Experience", "Core Skills", "Education", "Recognition and Certification"],
      "additional_sections": [],
      "omitted_sections": [],
      "cover_letter_mode": "paired",
      "style_notes": []
    }
  },
  "source_cv": {
    "summary": "Customer operations manager with nine years in service delivery, complaint resolution, team leadership and continuous improvement.",
    "experience": [
      {
        "role": "Customer Operations Manager",
        "company": "Sunline Energy",
        "location": "Toronto",
        "dates": "2021–Present",
        "bullets": [
          "Managed 45 people across customer service, quality and workforce coordination.",
          "Redesigned complaint triage and ownership, reducing average resolution time by 28% over nine months.",
          "Introduced service metrics, weekly performance huddles and issue-escalation routines."
        ]
      },
      {
        "role": "Service Improvement Lead",
        "company": "Coastal Insurance",
        "location": "Toronto",
        "dates": "2017–2021",
        "bullets": [
          "Mapped customer journeys and coordinated improvement work across service and claims teams.",
          "Facilitated frontline workshops and translated recurring issues into workflow changes."
        ]
      }
    ],
    "skills": ["Customer operations", "Continuous improvement", "Complaint resolution", "Service metrics", "Team leadership", "Journey mapping"],
    "education": ["Bachelor of Business, River City University"]
  },
  "evidence": [
    {
      "evidence_id": "EV-P02-001",
      "claim": "Managed a 45-person customer operations function.",
      "safe_wording": "Managed a 45-person customer operations function across service and quality teams.",
      "source_type": "current_cv",
      "source_name": "Jordan_Lee_Mock_CV.docx",
      "source_excerpt": "Managed 45 people across customer service, quality and workforce coordination.",
      "confidence": "source_only",
      "restrictions": ["Do not increase team size or claim national accountability."],
      "role_relevance": ["operations leadership"],
      "captured_at": "2026-07-14T09:00:00+08:00"
    },
    {
      "evidence_id": "EV-P02-002",
      "claim": "Reduced complaint resolution time by 28 percent.",
      "safe_wording": "Reduced complaint resolution time by 28% through workflow redesign and service ownership changes.",
      "source_type": "current_cv",
      "source_name": "Jordan_Lee_Mock_CV.docx",
      "source_excerpt": "Redesigned complaint triage and ownership, reducing average resolution time by 28% over nine months.",
      "confidence": "source_only",
      "restrictions": ["Retain the nine-month timeframe when useful."],
      "role_relevance": ["continuous improvement", "service design"],
      "captured_at": "2026-07-14T09:00:00+08:00"
    },
    {
      "evidence_id": "EV-P02-003",
      "claim": "Implemented service metrics and weekly performance routines.",
      "safe_wording": "Implemented service metrics and weekly performance routines for customer operations.",
      "source_type": "current_cv",
      "source_name": "Jordan_Lee_Mock_CV.docx",
      "source_excerpt": "Introduced service metrics, weekly performance huddles and issue escalation routines.",
      "confidence": "source_only",
      "restrictions": ["Do not describe as enterprise analytics ownership."],
      "role_relevance": ["operations", "performance"],
      "captured_at": "2026-07-14T09:00:00+08:00"
    },
    {
      "evidence_id": "EV-P02-004",
      "claim": "Completed a Bachelor of Business.",
      "safe_wording": "Bachelor of Business.",
      "source_type": "current_cv",
      "source_name": "Jordan_Lee_Mock_CV.docx",
      "source_excerpt": "Bachelor of Business, River City University.",
      "confidence": "source_only",
      "restrictions": ["Synthetic fixture only."],
      "role_relevance": ["education"],
      "captured_at": "2026-07-14T09:00:00+08:00"
    }
  ],
  "expected_journey": "Assess a supplied fixed-term role, make duration and annualised salary explicit, and avoid overstating analytics depth."
}