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yyyyyy x. yyyyyy                                                             

0000 xxxxxx xxxx , xxxx , xxxxx 00000



career objective                              

performance-driven resource planning analyst eager to contribute dynamic analytical, organizational, and customer service skills toward supporting the employer in achieving business objectives


ø  offer solid experience in strategically planning and coordinating workflow and human resources for optimal coverage while containing labor costs, with expertise in helpdesk operations

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  sharp business acumen and analytical aptitude; accurately anticipate and respond to fluctuating business needs

ø  establish process improvements and workforce management techniques to continually enhance provision of service

ø  demonstrated ability to perform multiple concurrent responsibilities in fast-paced settings

ø  exceptional communication, presentation, and relationship management skills

ø  strong technical proficiencies including iex totalview workforce management and ms office


professional experience                

shell oil, houston, tx                                                                                                               1999 c 2009

global forecaster / resource planning analyst (2005 c 2009)

  • in recognition of outstanding performance, steadily progressed within company to attain position entrusted with predicting business needs and coordinating helpdesk workflow
  • conducted detailed analyses of call volume trends to develop, implement, and adjust schedules for 45 personnel; coordinated exceptions, staff leave requests, and additional coverage for peak periods
  • partnered with operations team leaders and training coordinator to ensure coverage availability of highly knowledgeable agents

helpdesk analyst   (1999 c 2005)

  • successfully provided first-level helpdesk support for a range of it infrastructure queries and escalated issues as appropriate; maintained meticulous call logs


texas transeastern, pasadena, tx                                                                                            1997 c 1999

human resources representative

  • effectively coordinated employment application, hiring, and orientation processes for nine branch locations throughout the state


cannonball trucking, houston, tx                                                                                              1995 c 1997

customer service representative

  • delivered exceptional customer service; efficiently provided rate quotes, processed service requests, and accurately updated tracking system

professional development            

iex totalview workforce management: database setup & process ~ leadership & supervisory skills for women ~

the essentials of communicating with tact & finesse ~ how to handle conflict & confrontation ~

business grammar for busy professionals ~ business writing & grammar skills ~ crucial conversations ~

diversity awareness: enhancing work relationships ~ achieving your highest priorities


yyyyyy x. yyyyyy                                                             

0000 xxxxxx xxxx , xxxx , xxxxx 00000








hiring agent name


company name


city/state/zip code




i am currently seeking a challenging career opportunity as a resource planning analyst and am submitting my resume for your review.  in advance, thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include numerous years of professional experience working in a customer service and human resources management capacity.  i excel at implementing quality improvement initiatives based on detailed performance analyses, and am adept at working closely with team members to identify and address opportunities to increase productivity and efficiency.  my outstanding communication, project management, and leadership skills have consistently proven instrumental in my success at achieving excellent levels of customer and employee satisfaction.  to complement this background, i ve completed substantive professional development training.


as an employee, you will find me to be a driven 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 company, and look forward to interviewing with you in the near future.







yyyyyy x. yyyyyy




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