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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
abc@xyz.com

 

Management / Training & Development

 

Dedicated, quality-focused professional with superior interpersonal communication skills and 10+ years of experience in customer service, project management, training and development eager to support a progressive organization in optimizing performance

 


Project Management ▪ Planning & Prioritization ▪ Time & Resource Optimization ▪ Regulatory Compliance Training & Development ▪ Creative Problem-Solving ▪ Customer Relationship Management

Vendor Management ▪ Strategic Cost Reductions ▪ Negotiations



 

Qualifications Profile

 

Training and Development:

Ø  Extensive experience coaching and developing virtual team members; effectively trained a global outsource support team to deliver outstanding and timely service

Ø  Delivered face-to-face and web-based Train-the-Trainer programs

Ø  Talent for clearly communicating highly technical information in a comprehension format both formally and informally to enhance the learning process of individuals or teams; delivered executive briefings and employee presentations

Ø  Expertise in measuring and tracking employee retention as well as developing proven strategies to reduce employee turnover

Ø  Identified and addressed overseas engineer skills gaps; created specialized training to enhance service delivery

Ø  Recruited, mentored and supervised staff in the delivery of quality service

 

Business Improvements:

Ø  Substantially reduced International Toll Free phone costs by over 35K per month by reducing 2-tier numbers and changing services while making it easier for customers to reach the call center

Ø  Increased customer loyalty and satisfaction by collaborating on a global vendor reduction project which reduced outsourced companies from 12 to 4 resulting in consistent, quality customer service and created cost savings

 

Project Management and Leadership:

Ø  Strong background managing cross-functional projects with multiple dependencies and constraints

Ø  Proven ability to effectively delegate and leverage teamwork to achieve measurable and quality results

 

Career Track

 

CISCO SYSTEMS, INC.                                                                                                   2006 C Present

Business Analyst C Customer Contact Center Frontline & TAC, San Jose, CA, 2008 - Present              

  Created monthly savings by identifying opportunities to reduce phone spending in Latam and India

  Increased efficiency by co-authoring business requirement documents for new call center reporting, agent satisfaction / retention and FTE forecasting

  Developed and presented training to outsourced vendors which resulted in uniform, global reporting and consistent self-service reports for Skill Group Managers

  Effectively captured key values from multiple sources for business intelligence reporting and requirements

 

Customer Relations Manager - Cisco Remote Service Support, Austin, TX, 2006 C 2008

  Ensured customer loyalty and satisfaction by successfully resolving day-to-day team escalations

  Played a solid role in growing business by developing and training an International team

  Managed overhead costs while allocating and acquiring resources

  Leveraged technology to facilitate learning and employee development

 

STS @ CISCO SYSTEMS, INC.                                                                                            1999 C 2006

Technical Project Manager, San Jose, CA, 2004 C 2006                                                                        

  Oversaw full-scope responsibilities for managing multiple software development projects, including directing, coordinating and exercising functional authority for all planning and integration

  Upheld facilities compliance with applicable governmental regulations as well as internal policies and procedures

  Promote service excellence by providing hands-on leadership while directing the execution of all technical project management activities, including technical support and troubleshooting assistance

Project Manager/ AVVID Tier 2 Technical Support, San Jose, CA, 2002 C 2004

  Spearheaded a variety of challenging field projects, including the implementation of new case management software, train the trainer and numerous application rollouts (UA testing and training)

  Ensured successful implementation by managing after-production issues such as maintenance and support; acted as liaison between several different departments

  Delegated projects according to skill levels and workload; collaborated on an enterprise project to address software licensing compliance which integrated disparate 3rd party licensing methodologies

Voice Services Help Desk Lead / Project Manager, San Jose, CA, 2000 C 2002

  Promoted to Help Desk Lead and Project Specialist due to outstanding job performance

  Played a solid role in configuring and rolling-out IP phones, text pagers, cell phones and calling cards for the Americas

Voice Services Help Desk, San Jose, CA, 1999 C 2000

  Provided exceptional Help Desk support on all Voice Services areas; supported multiple corporate-wide upgrades, office relocations and new product rollouts

 

NHANCEMENT TECHNOLOGIES                                                                                         1999 C 2000

Project Manager, Pleasanton, CA                                                                                                         

  Oversaw the implementation of VAR unified voice messaging system throughout the United States

 

EDS @ HITACHI DATA SYSTEMS                                                                                       1996 C 1999

Case Management and Client Support, Santa Clara, CA                                                                       

  Assisted with global change management; promoted to Operation Team

 

Academic Credentials

 

Computer Science - RDBS, SQL Queries, MS Apps, FOOTHILL COLLEGE, Los Altos, CA

English & General Education, PORTLAND STATE UNIVERSITY, Portland, OR

 

Certifications and Technical Skills

 


Ø  ITIL Foundations

Ø  DMAIC Basic

Ø  MS Office Applications (incl. Access) 

Ø  SAP-JMP

Ø  Visio

Ø  Business Objects

Ø  SQL Queries 

Ø  MCSE Certification for Windows 2000

Ø  Cisco IP Telephony Certification for Training


 

 

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