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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.
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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