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yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

profile of qualifications

 

quality-focused management professional specializing in call center operations, corporate communications, team building, quality control, sales, and customer service eager to support an employer in maximizing success.  top-performer with the ability to make fast-paced decisions which reflect positively on center productivity and client satisfaction.  excellent communicator who can handle multiple call escalations promptly and effectively.  ambitious self-starter who is able to adjust workflow processes and delegate employee assignments to optimize use of resources and meet operational goals.  knowledgeable with complex call management systems.

 

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key professional accomplishments

 

ø  reduced the average speed of call center answers from 44 seconds to 3 seconds.

ø  increased customers satisfied with call-to-repair ratings and improved golden touch customer base by 86%.

ø  improved overall workplace environments and maximized employee satisfaction by expertly handling long-standing labor issues.

ø  played a key role in facilitating baldridge self-assessment criteria and served as an examiner on an executive quality award team.

ø  implemented a 4-day workweek which gained staffing efficiency and improved employee morale.

 

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professional synopsis

 

w.m. martin advertising, inc.                                                                                                                                                  2006 c present

 

director of operations

         apply dynamic leadership talents toward documenting key operations and administrative processes to create usable job aids for current and future employees, along with strategically designing methods to increase sales and competitively enter new markets.

 

let me help your personal assistant service                                                                                                                         2004 c 2006

 

consultant

         utilized strong hr knowledge to provide consulting and administrative services to small companies and business professionals.

 

at&t                                                                                                                                                                                                     1993 c 2004

 

business manager (1999 c 2004)

         strategically steered the integration and communication of corporate-based administrative policies / processes within a new company unit to include training executive-level management on at&t s code of business ethics, its content, and appropriate delivery.

         coached management to facilitate positive labor relations and planned key workforce initiatives (i.e. upsizing / downsizing strategies).

 

operations manager (1998 c 1999)

         drove operations success by coaching and leading a top-performing team of 11 supervisors and 87 technicians in providing remote surveillance, analysis, and field notification for at&t s domestic network transport elements.

 

executive assistant (1996 c 1998)

         supported workforce planning, provided hr assistance, and dealt with all labor issues to include serving as the primary focal point for all intra / inter organization communications serving a 6-state district of over 800 employees.

 

supervisor outside plant / central office facilities (1993 c 1996)

         spearheaded the development of a results-focused 17-member technician staff to ensure effective installation, provisioning, and proactive maintenance of central office transport elements.

 

quality consultant (1989 c 1993)

         trained, consulted, and developed multifaceted teams in process management which resulted in problem identification, documentation, and replication of processes to include impacting both internal / external customers.

 

call center customer care (1980 c 1989)

         demonstrated broad scope of industry and professional knowledge toward training customer service support agents on telephone edict to include promptly responding to client concerns and efficiently resolving diverse business challenges.

         analyzed data from a call management system, along with recognizing key trends and implementing intelligent staffing adjustments.

 

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education and technical proficiencies

 

executive mba, southern methodist university

b.s., business administration (magna cum laude), park college

professional in human resources certification, human resources certification institute

 

microsoft office suite • internet applications • intuit quickbooks • adps pay expert • print shop

yyyyyy x. yyyyyy

(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 and rewarding [ insert job title ] role, and am submitting my resume for your review.

 

i am eager to apply my strong professional background in call center operations, corporate communications, team building, quality control, sales, and customer service toward maximizing your company s success.  i have proven myself to be a top-performing leader who has the ability to make fast-paced decisions which reflect positively on center productivity and client satisfaction.  i am also an excellent communicator who can handle multiple call escalations promptly and effectively.

 

please note that i hold an executive mba from southern methodist university and a b.s. in business administration (magna cum laude) from park college.  i have also completed a rigorous professional in human resources certification program from the human resources certification institute.

 

during my career, i have held a multitude of leadership roles to include supervising call center operations for industry-giant at&t.  within this noted role, i trained customer service support agents on telephone edict to include reducing the average speed of call center answers from 44 seconds to 3 seconds.  i also increased customers satisfied with call-to-repair ratings and improved golden touch customer base by 86%.  furthermore, i utilized my broad scope of human resources knowledge to improve overall workplace environments and maximized employee satisfaction by handling long-standing labor issues.  as this is just a sampling of my impressive background, please kindly refer to my enclosed resume for additional professional experience and business accomplishments.

 

you will find me to be a solutions-focused leader who is an expert at recognizing key trends and implementing intelligent staffing adjustments to optimize use of resources and meet operational goals.  in addition, i can foster cooperative teamwork across a multitude of personnel levels while concurrently empowering associates to make decisions to reflect positively on corporate well-being.  for the sum of these aforementioned reasons, i believe i will prove to be an incredible asset to your organization.

 

i look forward to hearing from you in order to discuss an available opportunity for which i am qualified.  i may be reached as indicated, and thank you in advance for your time and consideration.

 

sincerely,

 

 

 

sharron coon

 

 

 

 

 

yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

 

 

 

 

 

 

 

date

 

 

contact name

company name

address

city/state/zip code

 

dear _______________________________:

 

i would like to thank you for providing me the opportunity to interview with you and discuss the title of position applying for position currently available within your organization.  having gained a deeper insight into the job requirements, i am confident that you will find me to be an incredible asset toward achieving your company s goals.

 

as previously discussed, i am a solutions-focused leader who offers over 25 years of cross-functional experience in call center operations, corporate communications, team building, quality control, sales, and customer service to include success within multiple human resources, program / policy development, process improvement, and employee relations capacities.  i can contribute expertise in recognizing key trends and implementing intelligent staffing adjustments to optimize use of call center resources and meet operational goals, and am confident that i can utilize my skills to attain your set business objectives.

 

please recall that i also completed a rigorous executive mba program at southern methodist university, and have a b.s. in business administration (magna cum laude) degree from park college.

 

during my employment, i achieved numerous professional accomplishments to include reducing the average speed of call center answers from 44 seconds to 3 seconds.  i also increased customers satisfied with call-to-repair ratings and improved golden touch customer base by 86%.  for the sum of these reasons, i am confident that i can achieve extraordinary success in a rewarding [ insert job title ] role within your organization.

 

should you have any additional questions, please feel free to contact me at your earliest convenience.  i would like to extend my thanks once again for the enlightening interview, and look forward to a positive response from you.

 

sincerely,

 

 

 

sharron coon

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