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yyyyyy x. yyyyyy                                         

0000 xxxxxx xxxx , xxxx , xxxxx 00000



career objective                              

results-driven operations manager eager to contribute dynamic leadership, interpersonal relations, and technical skills toward supporting the employer in optimizing performance


ø  offer numerous years of progressive experience in operations management and team building, with expertise in increasing productivity, efficiency, and profitability

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; train, motivate, and lead highly effective wfm and support teams

ø  conduct thorough analyses of existing procedures to develop new policies, streamline operations, institute process improvements, establish cost controls, and ensure regulatory compliance

ø  prepare accurate forecasts and administer budgets in line with business needs

ø  exceptional communication, presentation, negotiation, and relationship management skills; cultivate lasting relationships with business partners, clients, and team members


~ technical proficiencies ~

genesys: workforce manager, cc pulse ~ verint: enterprise recording, screen capture, intellifind, intelliminer ~ cms ~ iex ~ peoplesoft: manager self service, financials ~ microstrategy ~ teamtrack ~ microsoft: word, excel, powerpoint, outlook

experience & key achievements     

21st century insurance, woodland hills, ca         1993 c present

avp, operations / customer care (2008 c present)      

  • in recognition of outstanding performance, steadily progressed within company to attain executive level position entrusted with a broad range of operational and customer care functions; selected to serve on california senior management committee
  • pioneered six sigma projects to reduce cost per call and enhance first contact resolution rates and lower escalations
  • expertly managed the fusion of aigm and 21st century insurance service operations, conducted gap analysis, integrated systems, and coordinated policy and procedure updates
  • as avp of operations, have maintained 20% attrition rate for two consecutive years
  • introduced procedures resulting in 33% reduction in fee charge offs within first month of implementation

director, customer care (2005 c 2008)

  • successfully managed all aspects of operations for customer service call center with 500 team members, 43 supervisors, and 11 managers dispersed across three locations; lessened attrition by nearly 8%
  • improved average handle time by more than 54 seconds, decreased call abandon rate from 7% to less than 3.7%, lowered chat abandon rate by 2% despite 60% increase in volume, and decreased expense ratio by 1.1%
  • substantially cut written communications response time; lowered us mail cycle time from seven days to 24 hours and email cycle from 48 hours to four hours
  • boosted net promoter score from 35% to 53%



yyyyyy x. yyyyyy                                                                                                                                                                   page 2


customer care division manager (2000 c 2005)           

  • played integral role in establishing 120,000 sq. ft. call center with more than 400 personnel; actively contributed to site selection, facility design, process creation, recruitment and hiring, and staff training efforts
  • immediately eliminated more than 1,500 pending customer requests with the introduction of targeted training modules
  • personally served as mentor for more than 80 supervisors and representatives

customer relations supervisor (1998 c 2005)

  • led customer care representatives to consistently surpass average handle time, wrap-up time, and calls per hour goals
  • decreased abandoned call rate from 33.6% to 7.1% within 30 days by developing and implementing skill based routing and training for the customer care department
  • managed save our customer campaign responsible for retaining more than 1,400 customers representing over $1m in annual premiums

customer care group lead / senior representative / representative (1993 c 1998)

  • achieved superior levels of customer satisfaction and retention by providing excellent service and support

education & credentials                

personal lines broker-agent license

people management, icmi call center management program

call center management certificate, purdue university

general studies, moorpark college

six sigma greenbelt



yyyyyy x. yyyyyy                                         

0000 xxxxxx xxxx , xxxx , xxxxx 00000








hiring agent name


company name


city/state/zip code




i am currently seeking a challenging career opportunity in a insert job title capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include extensive experience evaluating business operations to develop and implement highly effective improvement strategies.  i excel at quickly identifying and addressing operation-specific needs, and am adept at employing organizational, staff development and motivation, and technical enhancement techniques to quickly increase profitability and customer satisfaction.  to complement this background, i ve completed substantive professional development programs and hold numerous certifications in six sigma, leadership, and training.


as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.







yyyyyy x. yyyyyy

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