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





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  career built in two decades of increasing authority and responsibility in major call center environments.

ø  demonstrated expertise 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, collections, bankruptcy and legal affairs.

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

ø  proven project manager delivering completions on-time and at-cost or below.

ø  expertise in recruitment, training and development of effective teams in multiple concurrent call center assignments.

ø  task at high levels while publicly recognizing/rewarding highest performers against goals.

ø  adept in team supervision, leadership and motivation.

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

ø  utilize in-depth data to evaluate individual and team performance metrics.

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

world omni/toyota financial service, mobile, al/jacksonville, fl/st. louis, mo                          1988 - present

assistant vice president of operations and collections

       promoted to assignment after earlier success as operation director, director, collections, collections manager, credit branch manager, dealer service representative and collection supervisor.

       oversee recruitment and retention of 11 supervisors in mobile, al csc, and nine supervisors in the st. louis, mo csc.

       supervise 400-450 agents in two service centers and provide daily/weekly coaching/mentoring.

       hired and developed three directors with broad responsibilities.

       coordinated with directors in strategy initiatives, employee evaluation and design/implementation of new corporate directives

       successfully recruited and developed nine department heads in two service centers, each supervising 10-12 direct reports.

       led customer service dept to 99.6% customer service satisfaction rate.

       planned and administered $26mm departmental budgets exceeding targets by 11% on an annual basis.

       slashed owned asset portfolio delinquency of $5.6bb by 21%, lowered charge offs/repossession losses by 11%.

       reduced client serviced (collection/customer service) delinquency and losses for regions bank, mitsubishi, auto nation and 35 credit unions collectively 7% and 19% on combined $5.1bb.

       originated and launched departmental procedures and uniform collection talk-offs.

       upped charged-off asset collection department revenue over 25% annually.

       ensured hiring of industry-specific management.

       utilize variable performance compensation and improved call time filtering/call strategies.

       champion team concept in customer service/collections, tying performance bonuses to team production.

       saved 60+ % fte requirements and dramatically lowered operational costs through research, procurement and management of technology implementations including the predictive dialer.

       designated for executive management team.


yyyyyy x. yyyyyy

page two






gmac, birmingham, al                                                                                                                 1980 - 1988

collection supervisor

       advanced to collection supervisor assignment after outstanding success as wholesale auditor and field collector.

       gained expertise in all facets of past due account collections and collateral repossession.

       learned effective methodologies of asset disposal.

       provided support for litigation affairs.





cumberland school of law, birmingham, al

juris doctor studies, 1980-1982


birmingham school of law, birmingham, al

juris doctor studies, 1979-1980


university of alabama, birmingham, al

bachelor of science, criminal justice/philosophy, 1979

academic scholarship

phi beta kappa



community involvement

volunteer, alcoholics anonymous

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





cover letter text






hiring agent name


company name


city, state   zip code


dear                   :


i am currently seeking a challenging career opportunity in a senior executive 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 with strong profitability and efficiency.  to complement this background, i possess demonstrated expertise in recruiting/managing/training employee teams, increasing revenues 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.








yyyyyy x. yyyyyy









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





thank you letter text





contact name

company name


city/state/zip code


dear _______________________________:


i would like to thank you for providing me the opportunity to interview with you and discuss the exciting senior executive call center management position currently available with your organization.  having gained a deeper insight into the job requirements and your objectives, i am confident you will find me a valuable asset in achieving your goals.


as discussed, i am an enthusiastic, disciplined team player eager to continue a successful career as a dedicated member of your staff.  i believe you will find my dynamic management, coordination and communications skills vital to your operations and look forward to contributing to your success.


should you have any additional questions, or to discuss future employment opportunities, please feel free to contact me at your earliest convenience.  again, thank you for the enlightening interview.  i look forward to your response.









yyyyyy x. yyyyyy



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