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Yyyyyy x. yyyyyy

3995 W. McNab Rd., Apt. 106 ~ Xxxxxx, XXXXXX xxxxxx ~ (xxx-xxx-xxxx ~ abc@xyz.com                                                                                                                                                                                                                                      

                                               Career Objective                                             

 

  • Skillfully interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
  • Deliver prompt follow-up to ensure that appropriate changes were made to resolve customers' issues.
  • Confer with customers by telephone or in person in order to provide information about products and services, to assess accounts, or to obtain details of concerns.
  • Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Obtain and examine all relevant information to assess validity of clients concerns and to determine possible causes.
  • Quickly refer unresolved customer grievances to designated departments for further investigation.

 

                                        Professional Experience                                      

 

Kaplan University, Ft. Lauderdale, XXXXXX                   

Admissions Advisor, 2008

  • Analyze qualifications of prospective students utilizing established University admissions standards and criteria, reviewing unusual circumstances with supervisor as appropriate.
  • Submit evaluations and recommendations to Director regarding admissibility of applicants.
  • Correspond with prospective students, applicants, University alumni, guidance counselors and others seeking information on admissions standards, academic and non-academic programs.
  • Conduct meetings with prospective students, guidance counselors, and student service agencies; represent University to local, state, and national citizens.

 

Yyyyyy x. yyyyyy, Miami, XXXXXX                               

Voiceover Artist, 2005 C 2008

  • Implemented production technique where a non-diagetic voice is broadcasted live or pre-recorded in radio, television, film, theater, and/or presentation.

 

IBM & Fidelity, Raleigh, NC                                           

Technical Support Representative, 1995 C 2002, (transition to Fidelity 2002 C 2003)

  • Provided highest quality Level-2 end-user application support for IBM's Employee Service Center, analyzing and resolving customer issues through collaboration with internal staff.
  • Revealed any inefficiency in performance through monthly periodic assessments for 3 departments.
  • Witnessed new levels of employee participation by spearheading IBM's Ideas Program and tracking application.
  • Enhanced client satisfaction through taking initiative to take incoming calls of lower level representative at times of high volume.
  • Lead a staff of 8 analysts that produced millions in savings to IBM through its Suggestion Program with 100% customer satisfaction. 
  • Supported exceptionally demanding clients based on my ability to "service the customer", restoring their confidence in our service, and achieving a 100% retention rate.
  • Trained Customer Service Representatives on end-user applications and best support practices, reducing need for support escalations by greater than 50%.

 

Additional experience as Staff Professional for IBM and Electronics Technician for US Air Force

 

                                      Professional Development                                     

 

-         Dale Carnegie Course on Effective Speaking and Human Relations

-         Certified Manager of Suggestion Systems, Employee Involvement Association

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