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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone: (xxx-xxx-xxxx


~ Objective ~


Energetic and analytical Manager eager to contribute extensive experience in call center operations, project leadership, and marketing research toward actively supporting a dynamic organization in optimizing bottom-line performance.


~ Areas of Expertise ~


         Training, Coaching & Incentives

         Project Planning and Management

         Staffing/Recruiting & Scheduling

         Client and Vendor Relations

         Budgeting and Cost Control

         Employee Satisfaction & Retention

         Quality Control and Assurance

         Team Building & Motivation

         Customer Satisfaction

         Performance Evaluations

         Data Collection & Documentation

         Consumer/Sales Trends Analysis


~ Professional Experience ~


Ipsos, Chicago, IL, 2007 to 2008

Ad Tracking Manager

         Hired, coached, trained, scheduled, and managed 11 research professionals in global advertising testing and survey-based market research, consistently emphasizing accuracy, efficiency and client satisfaction.

         Expeditiously navigated complete projects from RFP stage to client deliverables inclusive of data processing, coding, and final delivery to client.


Warm Spirit, Inc., Chicago, IL, 2005 to 2008


  • Directed, trained, coached and motivated 25+ consultants in generating revenues of $10K monthly.
  • Prepared and delivered sales presentations to penetrate new business, and maximized company awareness and interest through participation in trade shows and exhibits.


Research International, Chicago, IL, 2005

Director, Outsource Data Collection

         Applied dynamic leadership talents toward directing efforts of 4 management professionals in two facilities specializing in global and domestic data collection.

         Monitored and audited calls via Interactive Voice Response (IVR) technology and managed accurate data collection through online and mall intercept methods.

         Diligently steered quality control to optimize project efficiency, pricing and delivery.


Illinois State Board of Education, South Holland, IL, 2003 to 2004

Substitute Teacher C Certificate # 2117975

         Administered tests and lesson plans created by regular teacher and demonstrated excellence in classroom management.



Yyyyyy x. yyyyyy ~ Page 2 of 2


Professional Experience continued


Metropolitan Pier & Exposition Authority, Chicago, IL, 1997 to 2003  

Director of Marketing Research

         Brought on board to define, coordinate and oversee data collection process, build credibility among marketing research department, and strategically elevate customer awareness.

         Contributed to quality assurance efforts by establishing benchmark to precisely measure and optimize customer service provided by outside vendors and service management teams.

         Seamlessly transitioned outsourced data collection to in-house efforts and implemented electronic customer satisfaction reports to significantly enhance efficiency.

         Championed research, evaluation and implementation of new data collection/analysis software to slash operating expenses by $75K annually.

         Recruited, trained, developed and guided managers, coordinators and 30+ interviewers in displaying productivity and performance excellence.

         Proactively cultivated, nurtured and maintained effective relationships with external vendors.


National Opinion Research Center, Chicago, IL, 1995 to 1997

Call Center Coordinator

         Exercised polished organizational strengths to manage call center teams comprised of 2 supervisors and 30+ interviewers, and balance multiple projects concurrently and at different locations.

         Clarified metrics to effectively evaluate interviewer progress, success and production.

         Played an instrumental role in improving overall results by launching and enforcing quality control processes and procedures.

         Decreased employee attrition by 30% through internal training and staff incentive programs.

         Instituted Microsoft Project Manager software, vital to streamlining project lifecycle and client satisfaction; achieved 100% compliance with budgetary and timeline expectations.

         Compiled and reported daily quotas to project management and client service teams.


Earlier Experience:


Account Assistant, Hal Riney & Partners, Inc. , Chicago, IL, 1992 to 1995   

Internal Temporary Staff Secretary, Ernst & Young , Chicago, IL,  1989 to 1992

Field Operations Coordinator, Information Resources, Inc., Chicago, IL, 1983 to 1988


~ Education & Professional Development ~


Roosevelt University, Chicago, IL:

MS, Marketing Communications, 1995

BS, Business Administration, 1994


Six Sigma Green Belt Certification (in progress, to be attained January 2009)


Trained in ISO 9000 compliance


~ Computer Skills / Software ~


Microsoft Office (Word, Outlook, PowerPoint, Access, Excel), SPSS, Quanvert, Microsoft Project Manager, Visio, Mini-tab, SurveyPro

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