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0000
xxxxxx xxxx , xxxx , xxxxx 00000
(xxx-xxx-xxxx
abc@xyz.com
Executive Management
Results-focused Professional seeks new challenge and opportunity to contribute consummate skills in Business Development, Operational and Administrative Management, P&L/Fiscal Administration, and Team Leadership to collaborate with a progressive organization and maximize bottom-line performance.
♦ Key areas of Expertise ♦
Operations Management
Project Management
Sales and Strategic Marketing
Organizational Development
Business Analysis
Budgeting/Forecasting
Call Center Management
Collections
Human Resources
Personnel Management
Leadership and Training
Event Coordination
Trouble Shooting
Customer Service
yyyyyy x. yyyyyy
Professional Profile
Ø Escalate business development through innovative initiatives, strategic planning, and exceptional customer service which increase productivity and revenue growth; consistently exceed goals and objectives
Ø Dedicated and results-driven with 17+ years of corporate management experience in an international customer oriented industry; expertise in process development and improvement
Ø Self-motivated with personnel management and recruitment experience; build strong teams, provide positive motivation, and ensure training and development
Ø Organized and detail-oriented Leader who oversees multiple priorities; successfully manage P&L responsibilities including accounts payable, accounts receivable and collections payroll
Ø Communicate technical and complex information easily and concisely; provide valuable support through new procedure implementations and difficult process changes
Ø Demonstrate diagnostic and collaborative problem-solving skills; exhibit proficiency in translating individual needs into responsive, customized solutions
Ø Volunteer for various community events; participate in annual fund raiser for Multiple Sclerosis, and March of Dimes
Ø Proficient in Microsoft Word, Excel, Access Database, SharePoint, and PowerPoint; knowledgeable in payroll software including PeopleSoft and ADP
yyyyyy x. yyyyyyEmployment History
Citigroup Credit Services ▪ Kansas City, MO 04/2001 C Present
Vice President of Collections 11/2009 C Present
Boost business development through expert management of performance metrics; exceed goals and expectations in areas including availability, average handle-time, collections promise rate, client financials, and team coaching effectiveness
Identify opportunities for process improvement; analyze operational process efficiencies related to the inbound variable compensation process, system computer releases, and the people support team for performance metrics
Play key role specializing in Sears portfolio management; maximize savings and exceed business performance metrics each month
Launch initiatives to optimize communication methods within the Inbound Collections department
Vice President of Customer Service 04/2001 C 11/2009
aAdvantage Portfolio Management 11/2004 C 11/2009
Designated to lead a start-up unit for the elite credit card group; effectively restructured and organized the feedback loop and relationship between special dedicated operations teams and marketing team
Excelled in performance deliverables of specialized dedicated business unit; increased Service Advisor rates exceeding15%
Customer Relations Escalations Unit 12/2006 C 11/2008
Demonstrated exceptional leadership qualities; increased overall efficiency and customer satisfaction scores 2% each month which exceeded goals and objectives
Positively motivated team players achieving elevated associate availability; increased employee environmental survey, ranking most improved in the entire department with a 10% increase in all areas
Specialized SBU Portfolio Management: Student Loan Portfolio 06/2003 C 10/2004
Maximized efficiencies and ensured accurate administration of Student Loans work processes; achieved goals consistent with the top five Operations Managers in the division
Prepared team for ARR Audit; Student Loans team records were evaluated to be role model material
Increased customer service scores and business expectations; established action plans and trained team in ways to meet targets while managing implementation
Sales and Services 04/2001 C 05/2003
Spearheaded cost savings of $40,000+ annually and reduced fee error rates by 9.7%; overhauled and implemented a highly effective Fee Management process
Selected to direct cutting-edge leadership developmental program for local site of 2300 employees
Increased sales revenue by 18.35% over six months; conducted training and development of three Supervisors in a call center environment
Greatly reduced average handling time and actualized savings exceeding $1.6M; proficiently designed and implemented dynamic action plans
Escalated business operations through devlepment of a strategic plan contributing to an email business initiative which optimized e-services support; achieved an increase of over 8% within one week
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Previous Employment
Flagstone Hospitality (formerly RFS Management) 1993 C 2001
General Manager, Residence Inn by Marriott ▪ Kansas City, MO 1998 C 2001
Regional Task Force Manager, Western Region ▪ Denver, CO 1996 C 1998
Director of Guest Services, Residence Inn by Marriott ▪ Kansas City, MO 1994 C 1996
Assistant Guest Services Manager, Holiday Inn ▪ St. Louis, MO 1993 C 1994
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Education
Master s of Business Administration 2003
Baker University ▪ Baldwin, KS
Bachelor of Science 1993
University of Missouri at Columbia ▪ Columbia, MO
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0000
xxxxxx xxxx , xxxx , xxxxx 00000
(xxx-xxx-xxxx
abc@xyz.com
[Date]
[Attention Line]
[Organization s Name]
[Address Line 1]
[Address Line 2]
Dear [Insert Name]:
This letter and the enclosed r sum are an expression of my interest in seeking a rewarding position as an [Project Manager] within your organization. I bring 17+ years of valuable experience which makes me an excellent match for your advertised position.
You will gain a dedicated and motivated individual who can communicate well with all levels of the organization. I am able to motivate and inspire others to achieve common goals and create innovative solutions to complex problems. Expertise in project management, operations management, business analysis, process development and improvement, personnel management, and superior customer are some of my strengths.
I would appreciate the opportunity to meet with you to discuss how my skills and background might fit in with [Organization Name s] current and future needs. Please do not hesitate to contact me for further information or to arrange an interview that best suits your schedule. Thank you for your time and consideration.
Sincerely,
Shonda Darris
Enclosure
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