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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phonexxx-xxx-xxxx abc@xyz.com

 

Dedicated and highly productive Project/Program Manager eager to contribute exceptional

Customer Service, Operations Management and Quality Assurance talents toward supporting a dynamic employer in optimizing bottom-line performance.

 

Qualifications Profile

 

         Excel in coaching and leading client-facing teams to deliver superior levels of customer service.

         Well-versed in the online travel industry with proficiency in business process development, analyzing complex project requirements, and facilitating client training and development.

         Adept at planning, assembling, organizing and leading large project teams throughout system design, development, implementation, testing, quality assurance and support.

         Outstanding client relations, consultative, presentation and team-building skills.

         Stellar leader with extensive skills in hiring, training, coaching, mentoring and motivation.

         Significant strengths in contract negotiations and administration.

 

Professional Experience

 

USTravel, Inc., Seattle, WA, 2008 to Present

Manager, Online Services       (2009 to Present)

Branch Manager          (2008 to 2009)

         Direct, motivate and manage in-house, remote and independent consultants in efficiently delivering customer service excellence.

         Coordinate collaborative efforts among company, client and hosting service for policy handling and user interface.

         Transitioned multiple accounts to online booking access, effectively reducing client transaction fees and bolstering revenue with focus on high-yield reservations.

         Collaboratively represent online resources from account development calls to implement online application and provide ongoing support.

         Effectively conduct web-based and onsite client training for online travel and expense applications.

         Design online travel site according to client specifications and while facilitating compliance with corporate travel policy for large user base.

 

Travizon, Inc., Seattle, WA, 2004 to 2008

Operations Manager    (2005 to 2008)

Branch Manager       (2004 to 2005)

         Applied dynamic team-building talents toward guiding 30+ agents in standards, business processes, controls and procedures to maintain best practices.

         Partnered with sales and account management personnel to determine clients business needs, create compelling proposals, and navigate full-scope solution delivery.

         Leveraged exemplary organizational, analytical and planning skills to manage resource allocation.

         Established and maintained strong client relationships and served as point of escalation to promptly rectify client issues.

         Contributed excellent staff leadership expertise toward hiring new employees, providing coaching, and conducting regular performance evaluations.

 

Continued

 

 

Yyyyyy x. yyyyyy C Page 2 of 2

 

Professional Experience continued

 

Windermere Real Estate Northwest, Seattle, WA, 2002 to 2004

Real Estate Agent

         Proactively supported sellers and buyers by listing, showing and selling real estate properties.

         Conducted competitive market analysis to determine accurate listing prices, created dynamic property descriptions and advertisements, and held open houses for realtors and prospects.

         Prepared contracts and legal documentation, and coordinated sales transactions between realtors, buyers, sellers, and lenders.

 

Nordstrom.com, Seattle, WA, 1999 to 2002

Program Manager C Testing

         Demonstrated extensive project and program management skills in defining test/QA best practices, publishing and communicating best practices to enterprise, devising build schedule, and owning defect tracking and reporting processes.

         Hired, trained, mentored and managed team of 11 test engineers.

         Assembled highly productive and meticulous QA team and served as QA Project Lead on numerous projects of varying scope.

         Estimated, scheduled and planned projects for testing efforts, assigned and delegated QA tasks to project team members, and completed on-site risk assessment for large production builds to ensure customer satisfaction.

         Drove unified efforts among Operations and Development regarding schedule, resources, status, test and staging environments, and functionality reviews.

 

                   

 

Prior Background:

 

Business Process Analyst, Xerox UK, Ltd., London, UK, 1999

 

Senior Corporate Agent, Business Travel International, Seattle, WA, 1992 to 1997

 

Reservations Sales Agent, Northwest Airlines, Inc., Livonia, MI, 1988 to 1992

 

Education

 

MA, Electronic Communication and Publishing

University College, University of London, London, UK

 

BA, English/Journalism

Michigan State University, East Lansing, MI

 

Technical Skills

 

WorldSpan, Sabre and Apollo reservation systems; Microsoft Project, Visio, Word and PowerPoint; ASP, SQL, HTML and JavaScript programming languages; RESX, DataBasics Expense and Cliqbook/Concur

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