yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx ▪ abc@xyz.com

 

driven professional seeking a challenging position in customer service management, where expertise in client services, employee management and issue resolution will prove instrumental to company success.

 

                                        profile                                      

 

• offer solid and progressive experience within client account support, operational management and customer service capacities.
• in depth expertise in managing 12-15 direct reports responsible for a 100mm accounts receivable file, 600mm order processing and a 100m customer inquires or complaints.
• capable of staying focused and maintaining a calm demeanor in high-pressure situations while exhibiting high quality, diplomatic customer and client services interaction.
• consistently ensured delivery of quality customer service vital to sustaining and growing accounts.
• excel in recruiting, building and leading top-performing, client-focused staff; able to implement feedback on developing employee strengths.
• adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-building techniques.
• apply sharp problem-solving proficiencies, intelligent business acumen, and cost-effective strategies, along with exceptional written and verbal communication skills, to customer service environment.
• green belt certified in six sigma quality.

 

                           professional experience                         

 

customer service operations manager xerox corporation                                          date-present

• sharp business acumen and experienced in managing broad scope of operations, selected 14 times as corporate all star winner for best-in-class performance results within a pool of 2400 employees.

• successfully steered sales operations to generate high volume growth and revenue; achieved days sales accounts receivable plan at 37 days against target of forty days.
• effectively train and direct activities of 15 member staff and 125 associates; actively collaborated in human resource operation functions such as evaluating performance and providing guidance/mentoring.
• consistently process sales orders at 1.5 cycle time against a target of 2 days.
• serve as point of contact for all customer service communications, efficiently handling phone inquiries and processing complaints; resolved at 98% against a plan of 95%.
• actively serve as team leader, spearhead project enabling xerox to achieve its malcolm bald rig certification.

 

                                      education                                    

 

ge/xerox compliance, 2005-2008

employment data privacy, 2005-2008

spirit & letter commitment, 2005-2008

document creation, 2005-2008

green belt certification project and training, 2004

performance management, 2003

leading cross functional teams, 2001

university of kansas, 1968-1972