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yyyyyy x. yyyyyy

country of citizenship: united states

ssn: xxx-xx-xxxx


announcement#:             ph-0000 xxxxxx xxxx , xxxx , xxxxx 000009

department:                 department of homeland security agency: immigration and customs enforcement
position:                      management & program analyst (cotr), gs-0343-13/14


core competencies
management and program analysis; business analysis; project management; program administration; contract administration; procurement; cost estimating/analysis;  budget control; cost containment; profit optimization; scheduling; performance enhancement; process improvement; policy & procedure development; operations management; administrative operations; fiscal management; finance; total quality management; lean six sigma; change management; fast start project management; presentations; negotiations; human resources; recruiting; training & development; supervision; research; business development; client services; interpersonal relations; business writing/communications; technologies; mba


professional experience

02/2006 c 08/0000 xxxxxx xxxx , xxxx , xxxxx 00000     

salary: $59k + $6k bonus/annual

hours per week: 45-50

supervisor: don amthabhai; phone:xxx-xxx-xxxx; permission to contact: yes

project manager                     

as project manager and premier liaison, effectively represent global wealth and investment management-premier and private bank in driving mid-size and enterprise projects vital to maximizing performance. spearheaded credit card system conversion to information systems supporting mbna acquisition integration, achieving 60% reduction in outbound calls to credit card services; project impacted approximately 11,200k associates and was successfully planned, coordinated and realigned to achieve critical timelines and objectives.
designed and introduced proactive new training approach focused on exceptions and customized to associate day-to-day needs.  effectively led development and delivery of the mbna information system training targeting 1.2k associates throughout premier relationship centers.  strategically led development and updating of policies, processes, procedures, roles, and responsibilities to maximize performance of associate solution center.

steered focus groups on requirements for new common case management system for enhanced efficiency and productivity.  effectively developed communications content supporting conversion project.


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coleman rigby                                                                                                                                        page 2 of 5



03/2005 c 02/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $45k + $4k bonus/annual

hours per week: 45-50

supervisor: joyce smith; phone: 800-556-6044; permission to contact:  yes

call center manager                                        

demonstrated dynamic managerial skills in building and leading a top-performing team of 100 call center associates, with solid focus on delivering quality second-level support; served as subject matter expert (sme) on enterprise projects representing premier and private bank.

led center from 3rd to top-ranked performer out of 4 centers by boosting flexibility in managing resource allocation through revised associates reporting metrics; in response to success, system was subsequently adopted throughout call centers as leading practice in standard operating procedure (sop).  further enhanced human resource operations by designing and implementing centralized associate attendance database for tracking absences, vacation and family medical leave act (fmla) issues; sme on effectively managing fmla.

developed and launched process improvements as well as associate coaching initiatives increasing case volume closings from 1.5 to 4.0 per hour. simultaneously improved associate productivity and increased client satisfaction by effectively identifying, troubleshooting and resolving 5k duplicate cases within siebel system.


06/2003 c 05/0000 xxxxxx xxxx , xxxx , xxxxx 00000                                         

salary: $45k + $4k bonus/annual

hours per week: 40-50

supervisor: david simmons; phone: 800-556-6044; permission to contact: yes

premier client manager                                   

held vital role in driving growth and management of 250 key high net worth relationships with lending, banking and investments partners; up-tiered $15m client to private bank. strategically leveraged bank of america (boa) client relationship management system (crm) to increase qualified relationships from 55% to over 77%.  in recognition of dynamic performance, awarded associate spirit maker, 2nd quarter 2004.  sme on the effective use of crm, loansolutions and merlin banking platform.


04/2001 c 06/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $41.5k + $1.5k bonus/annual

hours per week: 45-60

supervisor: paige kelly; phone: 800-556-6044; permission to contact: yes

business analyst/change manager          

comprehensively analyzed present-state, developing alternative future-state approaches and facilitating implementation in support of optimizing business performance. drove integration of siebel crm desktop and varied legacy systems to increase efficiencies and data integrity; trained pilot group of 40 on best practices, with pilot subsequently launched for implementation with over 1.4k client managers.  resourcefully developed and implemented contact management strategy rolled out to 1.4k client managers.  further applied sharp research and analysis skills toward discovering $250k cost saving generated through consolidation and optimized utilization of servers.


coleman rigby                                                                                                                                        page 3 of 5



07/1999 c 04/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $36k + $1k bonus/annual

hours per week: 40-50 hours

supervisor: judith henderson; phone: 800-556-6044; permission to contact: yes

relocation services manager                          

promoted to vice president, may 2000.  steered outside sales to corporate clients, including coordinating and managing relocation activities for the clients. successfully established and cultivated profitable relationships with key clients including delta airlines and ge power systems.  contributed expertise toward training and educating new sales associates in technical tools and sales processes.


09/1996 c 07/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $30k + $4k bonus/annual

hours per week: 40-50

supervisor: jim barnett/betty conine; phone: 800-556-6044; permission to contact: yes

banking center manager                                 

led a team of 8 tellers and 2 sales associates in day-to-day operations; served as floating manager to atlanta, georgia branch.   through effective training and incentives, increased teller referrals an impressive 70%. proactively responded to escalated customer issues and concerns in regional management office for prompt resolution.


01/1996 c 06/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $51k/annual

hours per week: 50-65

supervisor: cannot recall name; phone: 650-692-9100; permission to contact: yes

restaurant/room service manager      

concurrently managed operations of 3 restaurants as well as room service for high-volume san francisco airport marriott, with accountability for a team of 4 managers and 120 associates.  actively collaborated in coordinating opening of jw s steakhouse.


06/1995 c 01/0000 xxxxxx xxxx , xxxx , xxxxx 00000
salary: $35k/annual

hours per week: 40

supervisor: jim richardson; phone: 301-987-4500; permission to contact: yes

special projects consultant                                        

spearheaded new restaurant launches in midfield terminal of airport; led team of 3 managers and 70 associates in transitioning to new restaurant concepts, such as starbuck s and burger king.








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05/1994 c 06/0000 xxxxxx xxxx , xxxx , xxxxx 00000
salary: $29.5k + $1.5k bonus/annual

hours per week: 40

supervisor: jim richardson; phone: 301-987-4500; permission to contact: yes

concourse manager                            

promoted within 1 month of assuming assistant manager position to concourse manager. directed $10m annual sales operations of 5 restaurants, starbuck s, manchu wok, cinnabon, nathan s hot dogs, and cheers, as well as 2 retail stores and duty free shops within charlotte douglas international airport, with accountability for a team of 154 assistant managers and associates. 



06/1993 c 01/1994

us navy morale welfare and recreation
moffett banquet & catering services
building 0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $28k/annual

hours per week: 40

supervisor: george miller, jr; phone: 415-404-4715; permission to contact: yes

assistant club manager                                  

effectively hired, trained, scheduled, and supervised over 130 associates supporting restaurant and catering operations at naval air station moffett field. successfully coordinated and facilitated events including heritage day and last air show.


06/1991 c 06/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $25k/annual

hours per week: 40

supervisor: todd; phone: unknown; permission to contact: yes

assistant club manager                                              

managed chiefs restaurant and catering operations at naval air station atsugi, japan, as well as special events including air station dining out and new aircraft squadron welcome party.  resourcefully created and implemented new menus for chief s and officers club.


06/1990 c 06/1991

naval training center-san diego ca
building 193/0000 xxxxxx xxxx , xxxx , xxxxx 00000

salary: $21k/annual

hours per week: 40

supervisor: wendy borja; phone: 619-524-5614; permission to contact: yes

club management trainee                   

effectively developed new catering program and bar concept.  capitalized on opportunity to acquire comprehensive training in operations management.

coleman rigby                                                                                                                                        page 5 of 5


mercer university                                  

degree: masters of business administration

earned: 05/2009           

credits earned: 45 hours

gpa: 3.7/4.0


georgia state university

major: computer information science degree

earned: n/a

credits earned: 12 hours

gpa: 3.00/4.0


university of south carolina                  

degree: b.s., hotel management

earned: 06/1990                                               

credits earned: 95 hours

gpa: 2.84/4.0




lean six sigma green belt certification; georgia state university                    

series 6 and 63 license; securities and exchange commission


technical proficiencies


crm systems

siebel financial service system

bank of america banking systems

ms office suite

ms access

ms project

ms onenote    




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