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candace dillonxxxxxx yyyyyyyyyyyyy x. yyyyyy      508 memorial highway - fleetwoodxxxxxxxxxxxxxxxxxx, paxxxxxxxxxxxxxxxxxx 19522xxxxxxxxxxxxxxxxxx0000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 00000

(610) 587-9229xxx-xxx-xxxxxxx-xxx-xxxxxxx-xxx-xxxx

cdill70@earthlink.netabc@xyz.comabc@xyz.comabc@xyz.com

 

objective

business professional eager to contribute analysis, telecommunications, implementation, testing, project management, team leadership and technical expertise in an analytical or consulting assignment actively supporting an organization in maximizing performance.

 

---

career profile

ø  over 15 years of successful business experience in diverse sectors.

ø  primary background in the electric utility industry.

ø  exceptional evaluative, assessment and analytical abilities.

ø  paxxxxxxxxxxxxxxxxxxrticular expertise in coordinating it initiatives with corporate functions including advanced speech recognition (ivr).

ø  skilled in development, testing and implementation of advanced systems.

ø  proven project manager and facilitator.

ø  knowledgeable in call center operations.

ø  excellent liaison among diverse depaxxxxxxxxxxxxxxxxxxrtments.

ø  adept consultant and advisor.

ø  proven system analysis and troubleshooting capaxxxxxxxxxxxxxxxxxxcity.

ø  record of progression to positions of increasing authority and responsibility.

ø  proficient in software, databases, operating systems and networks.

ø  strength in team direction and business development.

ø  strong focus on exceptional customer service, quality and meeting organizational objectives.

ø  effectively interact with diverse groups and professionals at all levels.

ø  well-organized multi-tasker with strong detail orientation.

ø  adept in aligning it contributions with organizational objectives.

ø  enthusiastic team player.

ø  college-level business studies.

 

---

electric industry experience

first energy corporation (formerly gpu), reading, paxxxxxxxxxxxxxxxxxx                         most recent

advanced business analyst

       promoted from earlier call center supervisor assignment (see below) in 1999.

       tasked to design, test and implement procedure for 911 operators contacting compaxxxxxxxxxxxxxxxxxxny.

       facilitated launch of advanced speech recognition (ivr) text to speech conversion.

       oversaw workshops for existing/new ivr processes including testing, training and implementation.

       designated as project lead for advanced outbound dialer project.

       administered emergency outage response with 24/7 on-call responsibility.

       originated and managed plans for call center operations in coordination with senior management for imminent/potential emergency/outage events.

       designed and launched advanced tracking systems.

       played key role in development, testing, end-user training and implementation of system process changes and/or conversions.

       facilitate website development/improvements in coordination with it depaxxxxxxxxxxxxxxxxxxrtment, upgrading customer experience/interaction with website.

       perform daily process reviews tracking changes, improvements, training and implementation.

 

- continued -


candace dillonxxxxxx yyyyyyyyyyyyy x. yyyyyy

paxxxxxxxxxxxxxxxxxxge two

 

 

       conduct liaison process between field offices, accounting depaxxxxxxxxxxxxxxxxxxrtment, it, customer service and call centers.

       develop and improve process-based concepts.

       provide support for call center(s) field operations, public relations and it management to facilitate daily operations and emergency/outage related events.

       deliver advisement to director, managers and senior staff members focused on improving operations.

       effectively establish and maintain critical relationships with fe operating compaxxxxxxxxxxxxxxxxxxnies and corporate personnel.

 

call center supervisor (1997-1999)

       advanced to emergency outage response - 24/7 on-call responsibility. 1999)

       advised senior management on planning for imminent/potential emergency/outage events.

       led and paxxxxxxxxxxxxxxxxxxrticipaxxxxxxxxxxxxxxxxxxted in process improvement projects and system conversion workshops. 

       established extremely positive relationships with fe operating compaxxxxxxxxxxxxxxxxxxnies and corporate personnel.

       directed and supervised 45+ customer service representatives and four team leads.

       spearheaded employee coaching, development, motivation and training.

       worked closely in response to requests from pennsylvaniaxxxxxxxxxxxxxxxxxx public utility commission.

 

---

earlier background

prior to 1999, served gpu as call center team leader and customer service /accounting representative.  in these assignments, developed outstanding leadership, analytical, operations, it, training and customer service skill sets.

 

---

other career assignments

during career, have served as business manager for a consumer vending business, and as office manager for a venture in leesport, paxxxxxxxxxxxxxxxxxx.  utilized well-developed operations, marketing, invoicing, distribution, financial control and sales support skill sets.

 

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education/certifications

albright and alvernia college, 2001-2005

 

american management association, 2001

incoming calls management institute, 2000

 

---

technology skills


intervoice (ivr) and vui applications

vag (advanced outbound dialer)

sap integrated computer system

power on

ccs

ivr (non speech)

nova light link

test director

21st century

mte

tcs

aspect workforce management

project management

visio

nice



candace dillonxxxxxx yyyyyyyyyyyyy x. yyyyyy      508 memorial highway - fleetwoodxxxxxxxxxxxxxxxxxx, paxxxxxxxxxxxxxxxxxx 19522xxxxxxxxxxxxxxxxxx0000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 00000

(610) 587-9229xxx-xxx-xxxxxxx-xxx-xxxxxxx-xxx-xxxx

cdill70@earthlink.netabc@xyz.comabc@xyz.comabc@xyz.com

 

 

 

cover letter text

 

date

 

 

 

hiring agent name

title

compaxxxxxxxxxxxxxxxxxxny name

address

city, state   zip code

 

dear                   :

 

i am currently seeking a challenging career opportunity in a business analyst capaxxxxxxxxxxxxxxxxxxcity and am submitting my resume for your review.  in advance, i thank you for your time and consideration.

 

as demonstrated in the accompaxxxxxxxxxxxxxxxxxxnying resume, my professional qualifications include over 15 years of successful business experience with 13 years in the electric utility sector. to complement this background, i possess demonstrated expertise in coordinating it initiatives including advanced speech recognition (ivr), project management, staff leadership, training, planning, testing and coordination with related depaxxxxxxxxxxxxxxxxxxrtments/functions, as well as strong analytical, problem-solving and managerial capaxxxxxxxxxxxxxxxxxxbilities.  as an employee, you will find me to be an enthusiastic and disciplined team player, committed to supporting you in achieving your objectives through superior performance. 

 

i am confident that i could be a valuable asset to your firm, and look forward to interviewing with you in the near future to further discuss my areas of experience and expertise that would be a contribution to your organization.

 

 

 

 

sincerely,

 

 

candace dillonxxxxxx yyyyyyyyyyyyy x. yyyyyy

 

 

 

 

 

attachment

 

 

 

 


candace dillonxxxxxx yyyyyyyyyyyyy x. yyyyyy      508 memorial highway - fleetwoodxxxxxxxxxxxxxxxxxx, paxxxxxxxxxxxxxxxxxx 19522xxxxxxxxxxxxxxxxxx0000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 000000000 xxxxxx xxxx , xxxx , xxxxx 00000

(610) 587-9229xxx-xxx-xxxxxxx-xxx-xxxxxxx-xxx-xxxx

cdill70@earthlink.netabc@xyz.comabc@xyz.comabc@xyz.com

 

 

thank you letter text

 

 

date

 

contact name

compaxxxxxxxxxxxxxxxxxxny 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 exciting business analyst position currently available with your organization.  having gained a deeper insight into the job requirements and your objectives, i am confident you will find me a valuable asset in achieving your goals.

                                                         

as discussed, i am an enthusiastic, disciplined team player eager to continue a successful career as a dedicated member of your staff.  i believe you will find my dynamic management, coordination and communications skills vital to your operations and look forward to contributing to your success.

 

should you have any additional questions, or to discuss future employment opportunities, please feel free to contact me at your earliest convenience.  again, thank you for the enlightening interview.  i look forward to your response.

 

 

 

 

sincerely,

 

 

 

candace dillonxxxxxx yyyyyyyyyyyyy x. yyyyyy

 

 

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