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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone: (xxx-xxx-xxxx

abc@xyz.com

 

Dynamic Customer Service Director eager to contribute significant call center management background toward supporting a progressive company in optimizing bottom-line performance.

 

Qualifications Profile

 

Adept at managing daily operations of a 150-seat bilingual customer service center, exercising advanced team-building, supervisory and motivational attributes to drive staff to exhibit productivity and performance excellence. Excel in analyzing existing practices and orchestrating process improvements to drastically elevate customer service and satisfaction while reducing expenses. Proven strengths in operational policy/procedure development, recruiting/staffing, budget administration, forecasting, and seamlessly coordinating customer service delivery across multiple call center sites nationwide. Proficiency with the latest call center technology (ACD/CRM/predictive dialers), call monitoring and tracking programs, and common office software including presentation and communication applications.  

 

Key Achievements:

 

        Championed procurement and implementation of modern customer service telephony system to enhance control of call volume, significantly elevate customer satisfaction, and provide the ability to evaluate representatives based on statistical analysis.

        Strategically realigned staffing structure to capitalize on hundreds of previously wasted man hours.

        Improved customer service by 26% in first two quarters (and from one-star ranking to four-star ranking in one year) via complete redesign of new service delivery method including new hiring practices to attract and retain top talent.

        Established, implemented and administered comprehensive staff training program for call center representatives, focusing on quality, productivity, and commitment to customer service excellence.

        Possess outstanding problem solving, interpersonal and quick decision-making skills gained from prior background as a police officer.

 

Professional Experience

 

Bravo Health,  Baltimore, Maryland, 2008 to Present

Director of Customer Service

  • Spearhead customer service operations for $1B national healthcare company serving 400,000 members in 43 states.
  • Diligently track and control budget and compliance with regulatory requirements.

 

Continued

 

 

Yyyyyy x. yyyyyy C Page 2 of 2

 

Professional Experience continued

 

Rite Aid Corporation, Camp Hill, Pennsylvania, 2005 to 2006

Manager of Support Center

  • Directed full spectrum of customer support operations for $990M national retail drugstore chain with 4,800 stores in 31 states.

 

HSSI, Hunt Valley, Maryland, 2001 to 2005

Call Center Manager

  • Applied dynamic leadership talents toward supervising call center for ADT dealership spanning multiple mid-Atlantic states.
  • Exercised strong prioritization skills to ensure exceptional customer support on behalf of dealership which ranked among top five in the U.S. based on installations.

 

MBNA America, Hunt Valley, Maryland, 2000 to 2001

Customer Service Training Supervisor / Customer Service Account Manager

  • Trained, mentored, supervised and directed highly talented customer service professionals for world s largest independent credit card issuer generating more than $1B annually in revenues.

 

                         

 

Prior Background includes role as Police Officer with the Baltimore Police Department,

 Baltimore, Maryland, 1994 to 1999.

 

Education




M.A. in Communications & Publications Design (in progress)

University of Baltimore

 

B.A. in Communication Studies

University of Maryland University College, 2007

 

 

 

 

 

 

 

 

 

 

 

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 a call center management capacity and am submitting my resume for your review.  In advance, thank you for your time and consideration.

 

As indicated in the accompanying resume, I offer a seasoned background in supervising high-volume call center operations, expertise in recruiting, training and managing personnel, and solid capabilities in budget administration, quality assurance, employee relations, and implementing measurable process improvements which expedite daily business operations and reduce expenses. To complement these qualifications, I offer a strong track record in dramatically improving customer satisfaction as evidenced through internal quality assurance scoring and numerous customer accolades.

   

As a proactive contributor to your organization, you will find me to be a driven professional and stellar leader committed to supporting you in achieving your objectives through polished business acumen, proficiency in steering operational improvements, and superior 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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