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yyyyyy x. yyyyyy                                                            0000 xxxxxx xxxx , xxxx , xxxxx 00000

(xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

productive team leader eager to contribute dynamic operations, sales management, strategic planning, staff development/supervision, p&l and financial control skills in a senior executive call center management assignment.

---

career profile

ø  m.a., management.

ø  career built in roles of increasing authority and responsibility in both the business and military sectors.

ø  over 20 years of solid experience in all phases of management, sales/marketing, unit operations and personnel direction.

ø  exceptional capacity in increasing sales revenues and market share.

ø  demonstrated competence in p&l, help desks, consulting and technical support.

ø  outstanding track record of improving employee retention and slashing turnover.

ø  expertise in recruitment, training and development of effective teams in multiple call centers.

ø  adept in team supervision, leadership and motivation.

ø  knowledgeable in administrative procedures, policy implementation and unit turn-around.

ø  proven capacity to integrate new technologies to maximize productivity and profitability.

ø  excellent capacity in prioritization, problem solving and effectiveness in fast-paced environments.

ø  well-organized multi-tasker with exceptional interpersonal skills.

ø  proficient in advanced business software applications.

---

professional experience

prc, carrollton, tx                                                                                                                     2007 - present

site director

       recruited to initiate, negotiate and deliver customer excellence metrics and programs.

       consistently meet/exceed expectations for internal/external customers. 

       turned-around failing contact center into successful and profitable unit.

       orchestrate positive working environment with high employee morale.

       expanded attendance rates 45%.

       upgraded key performance areas.

       increased profit margin by 112%.

       slashed average handle times by over 30%.

       lowered aux abuse by over 60%.

       spearhead center career pathing and leadership development.

       reduced attrition by over 60% and absenteeism by over 70% through implementation of improved management practices.

ibm, dallas, tx

solution manager / delivery architect c business transition outsourcing                                   2005 - 2007

       retained to serve as deployment lead for onsite conversion of 17 contact center environments for fortune 10 automaker.

       directed business transition outsourcing for centers in four countries and eight different cities.

       effectively directed user acceptance testing process for key accounts.

       designated as key advisor to c level client executives for customer service requirements, programs and metrics. 

       facilitated comprehensive training in total quality management, customer communications and conflict resolution.

       orchestrated team development of tools to enhance contact center assessment and resolution development.

       drove development and implementation of technical aspects of large call center for u.s. air force.

calyx software, dallas, tx

director, customer services group - call center / help desk director                                          2004 - 2005

       served as executive-level director of customer support/services business unit reporting to ceo

       restructured re-engineered software client customer support operations.

       posted outstanding employee turnover rate of less than 3%, down from 15%.

       delivered exceptional 5% market share upgrade while expanding revenue 25%.

       spearheaded help desk operations delivering high quality remote/desktop support for 300,000 users.

       supervised and mentored 100 technical support agents and 220 sales agents.

       provided exceptional leadership for sales contact team in developing initial customer relationships, promoting updates/upgrades and troubleshooting customer service issues.

 


yyyyyy x. yyyyyy, page two

 

 

hxp and associates rockwall, tx

president/ceo c customer services optimization practice                                                          2002 - 2004

       served as chief executive officer of consulting and services firm.

       ensured quality delivery of telecom, call center and sales organization services.

       expanded organization to 160 contract employees and $12mm gross revenue in two years.

       designated to direct critical pre-certification programs for iso 9000/90003 for bank of montreal, clark american corporation and other key accounts.

       implemented well-regarded tqm program for major wireless corporation.

       tasked to oversee outbound teleservices practice optimization study/project for interstate batteries.

       assumed comprehensive program manager responsibility for major call center technology transformation project for nine call centers and 52 network operations centers in us/mexico for arch wireless corporation.

       drove highly effective process reengineering call center operations for telecom client covering development of amdocs billing solution and integration of clarify crm package.

       ensured proper management of outsourcing strategy project and implementation.

       facilitated design and implementation of online billing solutions for verizon international.

 

director of customer interaction center practice - call center,

national marketing and communications director

ltc international, richardson, tx                                                                                                  2001 c 2002

       championed corporate marketing and branding strategy.

       directed successful service optimization project for ontario college of teachers.

       managed complex project to develop call center/customer services for new wireless internet company.

 

senior consultant - call center sme

idea integration, falls church, va                                                                                                  2000 c 2001

       launched corporate-wide training.

       achieved cmm level 4 certification.

       initiated call center practice and programs including rfp responses and marketing.

       designed and implemented company ecommerce site and interactive billing systems.

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earlier background

prior to 2000, served as call center consultant, pricewaterhouse coopers, falls church, va; call center operations director, williams-sonoma, oklahoma city, ok; control center unit manager, citicorp, dallas, tx; and quality assurance manager, clarke american corporation, dallas, tx.  in these assignments, built outstanding call center operations, center conversion, technical architecture, team building and profitability enhancement skill sets while managing centers with up to 2300 personnel.

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military experience

united states army, various duty stations                                                                                      1980 - 1992

major/unit commander/senior operations officer

       managed organization consisting of technicians, mechanics, front line workers, front line supervisors and entry level/middle managers.

       directed planning/execution phases of major engineering, humanitarian and training operations throughout latin america.

       launched global issue tracking system and deployment of personnel in latin america utilizing internet and intranet systems.

---

education/professional development

school/location, m.a., management, 1989

school/location, b.s., criminal justice (pre-law), 1980

school/location, mba course work, telecommunications management, 2002

 

lucent cms, avaya ip office, avaya acd, cisco icm, aspect acd, quintus, geotel nicr c tcs / eworkforce administration, blue pumpkin administration, iex workforce administration, kronos systems administrator, visual basic, certified help desk manager, senior leadership training,  help desk institute

completed cmm level 4 advanced project management training, mortgage bankers course, six sigma black belt training, pmi c project management professional training


yyyyyy x. yyyyyy                                                            0000 xxxxxx xxxx , xxxx , xxxxx 00000

(xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

---

 

 

cover letter text

 

date

 

 

 

hiring agent name

title

company name

address

city, state   zip code

 

dear                   :

 

i am currently seeking a challenging career opportunity in an executive-level call center management assignment and am submitting my resume for your review.  in advance, i thank you for your time and consideration.

 

as demonstrated in the accompanying resume, my professional qualifications include over 20 years of highly successful management experience directing multiple call centers internationally for fortune 500 clientele.  to complement this background, i possess demonstrated expertise in managing/training employee teams, increasing revenues, upping profitability and achieving highest productivity levels while posting enviable employee retention rates.  further, i offer strong analytical, problem-solving and managerial capabilities.  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,

 

 

yyyyyy x. yyyyyy

 

 

 

 

 

attachment

 

 

 

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