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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000   phone: (xxx-xxx-xxxx / ( xxx-xxx-xxxx



~ results-driven management professional eager to contribute dynamic coaching, mentoring, and planning expertise toward supporting an organization in optimizing performance, productivity and customer satisfaction. ~


areas of expertise


change management personnel coaching & mentoring quality control and assurance team building orientation and training customer satisfaction performance evaluations call center operations

professional experience


ibm, 2006 to present

professional development manager

  • spearhead efforts to maximize employee performance, morale, and career development through coaching and mentoring for 50 remote support team members.
  • collaboratively build career development action plans, motivate staff in achieving team goals, and consistently ensure audit-readiness.

self-checkout technical support team lead  

  • as liaison between remote support team and upper management, devised staff schedules, provided ongoing training and mentoring, and drove efforts to meet or exceed matrix goals and customer satisfaction criteria.
  • supervised and enforced quality control through call reviews, team monitoring, customer surveys, and management of customer escalation.


psi / ibm, 2003 to 2006

self-checkout  technical support representative

  • applied sharp technical acumen to provide efficient and effective remote hardware and software support.
  • consistently met or surpassed customer satisfaction goals through outstanding communication skills, organizational abilities, courtesy, professionalism, and mentoring to new and existing team members.
  • recognized for exceptional performance with several awards.


cendant mortgage, 2001 to 2003

merrill lynch sales specialist

  • leveraged exceptional relationship-building talents to secure an average of 150 loans monthly to merrill lynch financial advisors and their customers, successfully earning place in 200% club .
  • championed efforts to achieve and maintain quality scores of 98% or higher.
  • cultivated, nurtured and maintained effective relationships with financial advisors to maximize leads and customer satisfaction.


bank of america, jacksonville fl, 1999 to 2001

vice president c consumer service unit manager

  • proficiently optimized quality of talent through recruiting, coaching, motivating, and evaluating 12 call center managers having teams totaling 220+ associates.
  • demonstrated outstanding leadership attributes in motivating managers to increase team sales, quality levels and customer satisfaction ratings.
  • conducted regular performance reviews and provided valuable feedback which translated into measurable and positive improvements.


earlier experience:

vice president c resource management, nationsbank/bank of america, jacksonville fl, 1997 to 1999

resource management c control desk, first union national bank, jacksonville fl, 1994 to 1997

computer / technical skills


microsoft word, excel and outlook;  nss;  icpm;  tcs and iex scheduling software;  lotus

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