Yyyyyy x. yyyyyy

 

Address:                                   0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone:                                      (xxx-xxx-xxxx

 

Vacancy Posting:                      Job Posting #

Position:                                   Supervisory Quality Assurance Specialist, YC-1910-02/02

 

Core Competencies

 

Six Sigma Black Belt; Quality Control; Quality Inspection; Contracting & Purchasing; Supply & Storage; Testing & Evaluation; Contract Requirements Analysis; Process Re-Engineering; Risk Management; Operations Management; Project Management; Program Analysis; Program Enhancements; Research; Data Generation; Information Gathering; Best Practices Validation; Briefings; Presentations; Communications; Consultations; Interpersonal Relations; Collaborative Teamwork; Strategic Planning; Organization; Workflow Coordination; Prioritization; Time Management; Policy/Regulatory Compliance; Budget Compliance; Computer Operations/Software Applications; Database Management

Professional Experience

 

SPRINT UNITED TELECOMMUNICATIONS, Overland Park, KS 66251; 5/1987-1/2009

Supervisor:  May Contact - Rexanna McMeansxxx-xxx-xxxx

Hours:  40 per Week

Salary:  107,500/yr

 

Key Accomplishments

Improved Customer Satisfaction by 25% within only six months by strategically developing and implementing targeted process. Generated $2.3M incremental improvement in revenue by executing key process improvements. Played a key role in the team meeting year-end objective by second quarter and a $2.5M annualized savings by developing and implementing process improvement in back office processes; personally recognized by senior management.

 

Demonstrating sharp business acumen, have successfully launched, developed a new call center for approximately 200 seats and developed operational processes, with broad-scope responsibility for all areas of operations. Delivered $14.5M benefit in expense/revenue ratio by developing and implementing process improvements in operations.

 

Achieved annual cost savings of $8.5M and the retirement of 16 mainframe screens by developing two new network treatment processes. Reduced process errors from 80% to 5% and generated $1.7M annual savings in bad debt and operational cost by applying Six Sigma Quality tools to re-engineer a process.  Earned 55% reduction in headcount and a 23% increase in revenue posted by completing process improvements in Internal Collection processes.

 

Process Re-Engineer III Operations Excellence Manager

Conducted comprehensive review and analysis of business problems to define, develop and implement sustainable and measurable solutions. Educated, mentored and motivated staff on the use of Six Sigma methods and tools during project engagements, playing an instrumental role in the development of top performing team members. Substantially improved staff performance by strategically driving a culture of change, designing a proactive continuous process improvement plan, and delivering quality management coaching in building productive teams.

 

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Yyyyyy x. yyyyyy

Job Posting: Supervisory Quality Assurance Specialist

Social Security Number: XXX-XX-XXXX                                                                                  page 2 of 3

 

 

Vendor Manager

Contributed dynamic leadership skills toward managing a 9-member team, as well as 325+ indirect reports, with strong focus on optimizing productivity, efficiency and performance. Applied dynamic strategic planning, prioritization and project management skills toward consistently achieving critical deadlines while maintaining high quality standards.

 

Proficiently designed, developed and delivered comprehensive training for all functional areas for both in-house and vendor processes. Optimized staff performance by strategically facilitating cross-functional training as well as establishing a collaborative teamwork environment. Successfully built top-performing personnel vital to supporting enterprise-wide operations by strategically recruiting and effectively interviewing, screening and testing candidates. Maximized human resource performance by conducting evaluations, clearly defining skill gaps, providing expert recommendations on strategic training/professional development solutions, and identifying and promoting talent. Effectively managed internal quality group and events planning.

 

Group Manager                                   

Collaboratively coordinated with other departments to develop the Sales and Service processes, ensuring a cohesive and seamless end-to-end process. Exhibiting organizational skills and strong attention to detail, developed and managed statement of work requirements in conjunction with the definitive agreement and Service Level Agreements with Vendor. Proficiently defined and developed processes and training for Receivables, Fraud, Order Entry, Order Management and Customer Support functions, integral for optimizing Small Business and Consumer Operations.

 

Conducted comprehensive evaluation and root cause analysis; proficiently used quality tools to identify gaps and implement process improvements. Strategically prioritized, planned, coordinated, and drove systems/processes to ensure on-time, budget-compliant delivery while maintaining high quality standards of new product and services. Reduced operational costs by developing targeted plans to implement process automation. Proactively supported Operations Center s daily operations. 

 

Risk Management Manager     

Contributed sharp leadership skills toward effectively building and supervising a top-performing team of 13 direct reports and six extended team members for all Receivables Operations and Fraud traffic on the network. Evaluated, defined and controlled risk through comprehensive analysis and development/maintenance of processes, systems, and products. Strategically planned and coordinated workflow while reducing operational costs and maximizing the use of 11 disciplines and six systems.

 

Strategically negotiated service level agreements with Service, Centers, and Corporate Sister Organizations to maintain competitive leveraging, drive revenue growth and optimize bottom-line profitability. Persuasively negotiated the requirements and implementation schedule for both short and long-term product and system initiatives across organizations to maximize cost-effectiveness and quality of services/products. Proficiently developed and executed credit strategies, and performed in-depth process analyses to implement effective improvements.

 

 

Additional Experience

 

Supervisor, Collections

Assistant Supervisor, Credit

Collector, Large and Small Business

Customer Service Associate

 

 

 

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Yyyyyy x. yyyyyy

Job Posting: Supervisory Quality Assurance Specialist

Social Security Number: XXX-XX-XXXX                                                                                  page 3 of 3

 

 

Education, Certifications & Training

 

Select Courses - Moores Business College, Sacramento, CA, 2 years; XX GPA & 14 credit hours

Diploma - XX High School, City, State, grad date

Six Sigma Certification

Six Sigma Black Belt

Six Sigma Lean

Design for Six Sigma

Numerous Personal and Management Development Courses

 

 

Achievement Awards

 

Floors and Windows Vice President Award for Business Strategic Analysis, 2007

Floors and Windows Vice President Award for Team Player, 2006

Living the Vision recognition from Vice President, 2005

3rd Quarter Sprint Values Excellence Award, 2003

2nd Quarter Sprint Values Excellence Award, 2001

2nd, 3rd & 4th Quarter Sprint Values Excellence Award, 2000

Achievers Award for Outstanding Service, 1997

Extraordinary Achievement Award for Project Development & Implementation, 1995

Achiever Award for Outstanding Service, 1987

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Yyyyyy x. yyyyyy

 

Address:                                   0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone:                                      (xxx-xxx-xxxx

 

Vacancy Posting:                      Job Posting #

Position:                                   Supervisory Quality Assurance Specialist, YC-1910-02/02

 

 

 

I am highly interested in being considered for the Supervisory Quality Assurance Specialist position currently available.  With over 20 years of progressive experience in quality assurance, I am confident that I can make a positive contribution in this position.  To acquaint you with my qualifications, I am submitting my resume and KSA responses.  In advance, thank you for your consideration.

 

As demonstrated in the accompanying documents, I have built a successful career at Sprint, progressing from a Customer Service Associate, Risk Management Manager and Vendor Manager to my current title of Process Re-Engineer III Operations Excellence Manager.  I offer a comprehensive knowledge of quality assurance operations, administration and technologies, with a consistent track record of identifying, developing and executing new ideas and approaches toward generating results.  I excel in strategically managing resources to optimize productivity, efficiency, quality, and safety while containing and reducing operating costs.  A hands-on leader, I am highly effective in training, scheduling, developing, evaluating, and directing diverse personnel.  I have successfully developed job descriptions and performance standards as well as operational policies and procedures instrumental to boosting performance levels.  I am also skilled in planning, allocating and administering resources, utilizing Six Sigma strategies.  To complement my successful professional background, I have completed extensive training in leadership, process improvement, and related topics over the past 20 years and maintain current knowledge of emerging trends.

 

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 welcome the opportunity to meet with you at your earliest convenience, and look forward to interviewing with you in the near future.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

 

Yyyyyy x. yyyyyy

 

Address:                                   0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone:                                      (xxx-xxx-xxxx

 

Vacancy Posting:                      Job Posting #

Position:                                   Supervisory Quality Assurance Specialist, YC-1910-02/02

 

 

I would like to thank you for providing me the opportunity to interview with you and discuss the exciting (TITLE OF POSITION APPLYING FOR) position currently available.  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 launch a successful career as a dedicated member of your staff.  I believe you will find my dynamic (LIST A FEW SKILLS/QUALIFICATIONS RELEVANT TO THE POSITION) 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.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

 

 

 

 

 

 

Yyyyyy x. yyyyyy

 

Address:                                   0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone:                                      (xxx-xxx-xxxx

 

Vacancy Posting:                      Job Posting #

Position:                                   Supervisory Quality Assurance Specialist, YC-1910-02/02

 

 

KNOWLEDGE, SKILLS & ABILITIES (KSAs)

FACTOR A:  Quality Assurance Specialists engaged in quality assurance commodities and specialties and responsible for full technical and administrative supervision.

A key part of my jobs has been to continually engage in quality assurance commodities and specialties, with full accountability for providing technical and administrative supervision over staff members.  I effectively monitor and evaluate QA functions in order to determine, develop, recommend, and implement targeted policies and procedures to boost productivity, efficiency and performance.

 

Among my key accomplishments, I improved Customer Satisfaction by 25% within only six months by strategically developing and implementing targeted process and generated $2.3M incremental improvement in revenue by executing key process improvements.  In addition, I delivered $14.5M benefit in expense/revenue ratio by developing and implementing process improvements in operations.  I reduced process errors from 80% to 5% and generated $1.7M annual savings in bad debt and operational cost by applying Six Sigma Quality tools to re-engineer a process.  I also achieved a 55% reduction in headcount and a 23% increase in revenue posted by completing process improvements in Internal Collection processes.

 

Serving as a Process Re-Engineer III Operations Excellence Manager, I conducted comprehensive review and analysis of daily business problems to define, develop and implement sustainable and measurable solutions. I provided full technical and administrative supervision, and educated staff on the use of Six Sigma methods and tools during project engagements, playing an instrumental role in the development of top performing team members.

 

 

FACTOR B:  Implements continuous process improvement techniques to provide surveillance over a contractor to assure full compliance with contract technical and administrative requirements.

Throughout my progressive career, I have repeatedly demonstrated my talent to support management in implementing continuous process improvement techniques. 

 

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Yyyyyy x. yyyyyy                                                                                       Page 2 of 3

 

 

I effectively provided surveillance over contractors and staff to assure full compliance with contract technical and administrative requirements.  My record shows repeated success, resulting in progressive increased responsibilities and promotions. 

 

I have strong organizational skills with the ability to quickly diagnose unproductive workflows and processes and re-organize systems and workstations for maximum productivity.  I appropriately delegate, so that even the most ambitious tasks and projects are achievable through hands-on oversight and short-term objectives including steps with time frames.  I successfully analyze current processes, evaluate alternatives and options, and implement creative solutions to meet organizational objectives.

 

While working as Vendor Manager, I contributed dynamic leadership skills toward managing a 9-member team, as well as 325+ indirect reports, with strong focus on optimizing productivity, efficiency and performance. I applied dynamic strategic planning, prioritization and project management skills toward consistently achieving critical deadlines while maintaining high quality standards.  I proficiently designed, developed and delivered comprehensive training for all functional areas for both in-house and vendor processes. To optimize staff and vendor performance, I strategically facilitated cross-functional training and established a collaborative teamwork environment.

 

As a Risk Management Manager, I strategically negotiated service level agreements with Service, Centers, and Corporate Sister Organizations to maintain competitive leveraging, drive revenue growth and optimize bottom-line profitability. I also persuasively negotiated the requirements and implementation schedule for both short and long-term product and system initiatives across organizations to maximize cost-effectiveness and quality of services/products.

 

To complement my professional experience, I have obtained my Six Sigma Certification, and acquired valuable knowledge and experience in lean processes to improve productivity, efficiency and performance.

 

FACTOR C:  Performs position and resource management functions. Assures Individual Development Plans include training required for commodity certification. Determines the staffing level for the team to adequately and effectively perform team operations.

 

As demonstrated in my progressive career, I have continually excelled in managing resources.  I maintained full accountability for interviewing and hiring, staff direction, workflow planning and coordination, performance evaluations, professional development, and employee counseling and relations.  I have strategically developed job descriptions to meet changing staffing and project needs, with a strong focus on optimizing individual and group contributions to operational success.  In a supervisory capacity, I have adapted and applied my leadership talents to manage human resources.

 

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Yyyyyy x. yyyyyy                                                                                        Page 3 of 3

 

 

As a Process Re-Engineer III Operations Excellence Manager, I conducted comprehensive review and analysis of business problems to define, develop and implement sustainable and measurable solutions. I directly trained, mentored and motivated staff on the use of Six Sigma methods and tools during project engagements, playing an instrumental role in the development of top performing team members. I substantially improved staff performance by strategically driving a culture of change, designing a proactive continuous process improvement plan, and delivering quality management coaching in building productive teams.

 

Serving as a Vendor Manager, I built top-performing personnel vital to supporting enterprise-wide operations by strategically recruiting and effectively interviewing, screening and testing candidates. I maximized human resource performance by conducting evaluations, clearly defining skill gaps, providing expert recommendations on strategic training/professional development solutions, and identifying and promoting talent.

 

In addition, as a Risk Management Manager, I contributed sharp leadership skills toward effectively building and supervising a top-performing team of 13 direct reports and six extended team members for all Receivables Operations and Fraud traffic on the network. I effectively evaluated, defined and controlled risk through comprehensive analysis and development/maintenance of processes, systems, and products. I also strategically planned and coordinated workflow while reducing operational costs and maximizing the use of 11 disciplines and six systems.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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