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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone: (xxx-xxx-xxxx

abc@xyz.com

 

Results-driven Manager eager to contribute expertise in call center operations, team building, and customer service solutions toward actively supporting a progressive organization in optimizing bottom-line performance.

 

Qualifications Profile

 

         Offering a decade of experience in call center management and seasoned expertise in customer service, staff training and development, and policy/procedure development and implementation.

  • Excel in driving successful workforce management to meet specific corporate operating, financial and quality objectives; instrumental in establishing two call centers from the ground up.
  • Leverage substantial analytical thinking abilities to devise, implement and monitor Key Performance Indicators, perform forecasting, and steer measurable process and procedure enhancements.
  • Proven success in overseeing Baylor Health Care workforce spanning 3 facilities with full accountability for forecasting, scheduling, constant monitoring of ACD queue, and skill-based routing.
  • Plan, define and implement innovative strategies to optimize company reputation, competitive positioning, operational performance, and employee productivity.   

 

Professional Experience

 

Volt Management Technical Support Center (servicing Apple, Inc.,) Addison, Texas, 2008 to Present

Team Manager (Contract)

         Completed extensive training in Macintosh platform and applications such as iphoto, ical, ichat, finder, address book, preview, garage band, softphone, and ilog to direct 42 Tier 1 technical/customer service agents and three team leads in supporting Apple  iPhone, iMacs, and iTunes.

         Apply dynamic leadership talents toward coaching, motivating and developing employees, consistently emphasizing top-notch customer service and product knowledge.

         Resourcefully create and leverage broad-based processes, data, reports and programs to maximize agent performance and solution delivery.  

 

Baylor Health Care System, Dallas, Texas, 2001 to 2007

PBX Operations Supervisor

         Spearheaded daily operations of 24/7/365 customer service call center for $3.7B total asset major health care system comprised of 15 affiliated hospitals and 7,000 employees at flagship location.

         Demonstrated exemplary organizational, prioritization, and multi-tasking abilities to effectively and successfully oversee average volume of one million calls per year.

         Successfully trained, motivated and led a high-performance team of 25 call center representatives to ensure delivery of world-class service and drive business growth.

         Partnered with management team in overhauling sub-standard site performance to achieve or exceed all key measurement targets.

         Responded to extensive patient and internal customers requests such as IV restarts, Stat prescriptions, page requests, and problem resolutions.

         Diligently steered HIPPA compliance, administered customer billing, and completed comprehensive statistical reports and documentation.

         Co-developed Employee Of The Month incentive program to significantly improve attendance and productivity.

         Relied upon to answer all emergency codes for hospital, and played an integral role in accelerating dispatch and response time of Code Blue teams from four minutes to one minute by creating a more streamlined script.

 

Continued

 

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

Vartec Communications (formerly Excel), Carrollton, Texas, 2000 to 2001     

IT Analyst

  • Contributed considerable technical and troubleshooting capabilities toward monitoring telecom network for leading provider of long distance, wireless, and data services to business resellers and telecommunications dealers nationwide.
  • Expeditiously executed scheduled processes and batch jobs via OS/390, NT, Novell, and UNIX  in a time critical environment.
  • Used Remedy application to analyze and rectify system errors or crashes.

 

Microsoft / Software Spectrum, Garland, Texas, 1999 to 2000

Technical Call Center C Systems Engineer

  • Adeptly provided a wide range of support services including advanced networking and software management to network administrators at several Fortune 500 companies.  
  • Exhibited significant versatility in performing all phases of troubleshooting, expertly interpreting network traces down to packet level, and configuring protocols such as DHCP, DNS, PPTP, WINS, and VPNs.

 

NDC Health Corp., Dallas, Texas, 1987 to 1995

Senior Supervisor (Bankcard Authorizations Division) 

  • Steadily advanced through a series of promotions based on proven performance and results.
  • Recruited, interviewed, hired, trained, scheduled and managed up to 50 customer service representatives, consistently emphasizing productivity and superlative customer service.
  • Drew upon outstanding motivational skills to develop peak-performing team members.

 

Education  & Certifications

 

Health Information Technology Degree (in progress), Mountain View College, Dallas, Texas, expected graduation 2010

 

Continuing Education in Management, Information Technology, and Workforce Management

 

MCSE C Certec Technical Institute, Grand Prairie, Texas

 

CCCP (Certified Call Center Professional)

 

MCP/TCP-IP (Microsoft Certified Professional)

 

Train The Trainer

 

Help Desk Supervisor and Help Desk Manager Courses C HDI (Help Desk Institute)

 

SkillPath Seminars: How To Effectively Manage Multiple Locations;  How To Excel At Managing And Supervising People;  The Conference On Leadership Development And Team Building 

 

Computer / Technical Expertise

 

Software & Tools: Microsoft Office 2003/2007, Aspect, Clarify, Intuit (Track-It) Remedy, CC MIS, HEAT, XTEND, Tivoli, ACD, IVR, CCMS, LivePerson, Empower Workforce Manager

Operating Environments: NT Server, NT Workstation, X, VISTA, W2K, Exchange, IIS, Proxy, Terminal Server, IBM OS/390, AS/400, UNIX

Networking: WAN/LAN administration, Unicenter Management Package, CA7-11, CA Scheduler, MAC OS X, Beta Snow Leopard, eWorkforce Management, Kronos, Cisco Call Center, Performance Monitor, Netmon

 

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone: (xxx-xxx-xxxx

abc@xyz.com

 

 

 

 

 

 

Date

 

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging career opportunity in an <insert job title/position> and am submitting my resume for your review. In advance, thank you for your time and consideration.

 

As indicated in the accompanying resume, I bring to you a substantial background in the information technology and call center industry, proficiency in directing a broad scope of technical operations, extensive personnel leadership skills, and the flexibility to expertly handle competing priorities with an unwavering commitment to efficiency, cost control, compliance, and customer satisfaction.  To complement these qualifications, I offer solid organizational, multi-tasking, analytical, and technical skills.

 

As a proactive contributor to your organization, you will find me to be a results-driven professional and stellar leader committed to supporting you in achieving your objectives through superior performance, vision, and initiative. I am confident that I could be a valuable asset to <insert name of company>, and look forward to interviewing with you in the near future.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

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