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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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