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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

tel: (xxx-xxx-xxxx

abc@xyz.com

objective                                                    

 

performance-focused leader eager to contribute expertise in administrative operations, staff training, customer service, and human resources management toward actively supporting an organization in boosting operational and financial performance.

professional experience                         

 

unitedhealth group inc., green bay, wisconsin                                                                                  2002 to present

ovations sales supervisor       (2008 to present)

         apply dynamic supervisory skills to direct, motivate and coach up to 20 telesales professionals.

         consistently achieve or exceed monthly goals and productivity standards.

 

ovations customer care supervisor      (2006 to 2008)

         directed, supervised, coached and mentored staff in achieving established customer service targets.

         leveraged significant human resources expertise and knowledge to interview/hire and train employees, administer payroll, process fmla requests, oversee terminations, and complete performance appraisals.

         conducted regular phone observations and audits to ensure and optimize quality control, compliance with company procedures, and customer satisfaction.

         diligently compiled and analyzed production statistics to swiftly identify deficiencies and appropriately customize coaching and mentoring strategies.

 

administrative supervisor        (2002 to 2006)

         exercised exceptional organizational strengths to manage administrative coordinators, incoming mail center, human resources functions, and vendor relationships.

         successfully developed top-performing teams by facilitating proactive human resource management practices ranging from conducting monthly one-on-one and team meetings to steering annual performance evaluations.

         critically evaluated and instituted process improvements which expedited administrative operations and saved up to 10 hours weekly.

         proactively coached and advised staff to achieve optimum levels of productivity and team cohesiveness.

 

it budget & reporting specialist         (2002)

         supported top-level management by ensuring accuracy of invoice details, managing contracts, purchasing products and preparing reports; exhibited a constant eye on cost control.

         resourcefully streamlined payment verification for purchase orders and invoices saving 40+ hours per month; further enhanced efficiency by recommending eliminating pending purchases report.

         accelerated processing of packing slips for purchases by at least 30 hours per month.   

 

global crossing, green bay, wisconsin                                                                                                 1991 to 2001

senior local billing operations analyst           (1999 to 2001)

         employed solid multi-tasking capabilities to monitor processing of local usage billing, perform database management, research trouble tickets, and provide system support by loading and maintaining control tables. 

         discovered, investigated and recorded missing local usage calls translating to $10k+ in income per day.

         championed introduction of new and more efficient trouble ticketing system, and demonstrated initiative in training team members in clarify software and new procedures.

         spearheaded corrections to error files resulting in significantly reduced rates of 0.37%.

         captured $60k in savings for both customer and company by analyzing and resolving billing issue.

 

continued

 

yyyyyy x. yyyyyy ~ page 2 of 2

 

professional experience continued

 

cost of access analyst (1998 to 1999)

  • validated accuracy of local service invoices, and investigated/rectified billing discrepancies to maximize cost control; uncovered vendor billing error to successfully recoup $100k+.

         meticulously review traffic reports and invoices to ensure proper implementation of contracted specifications.

         handpicked to train department of five in use of new csf ii software which enhanced dispute process.

 

earlier roles with global crossing:

customer billing services coordinator      (1995 to 1998)

customer service representative               (1991 to 1995)

 

 

additional experience includes:

 

tectron tube corporation, de pere, wisconsin, 1987 to 1990

production scheduler

customer service representative                  

education & training                               

 

associate s degree in telecommunications & voice comm., fox valley technical college, appleton, wisconsin

 

basic accounting, northeast wisconsin technical college, green bay, wisconsin

 

professional development :

         basic accounting

         microsoft office suite (publisher, word, powerpoint, excel)      

         outlook express

         increasing personal effectiveness

         leadership development training

         the five dysfunctions of a team

         project and meeting management

         mainframe and pc sas

         911 network training

         telephone networking

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