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yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000


career objective                                           

results-driven telecommunications operations specialist eager to contribute exceptional customer service, staff development, and problem-solving skills toward actively supporting the employer in optimizing performance


ø offer more than 13 years of progressive telecommunications project management experience with expertise in strategic planning, process improvements, cost controls, and quality assurance

ø accurately analyze operational performance to develop and implement customized improvement strategies that result in significantly increased productivity, efficiency, and profits

ø dynamic organization, prioritization, and time management skills; consistently achieve critical deadlines

ø strong supervisory experience and solid record of training and directing top-performing support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

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


~ key achievements ~

         in recognition of outstanding performance, steadily progressed within alltel to attain key position entrusted with steering major projects to improve customer satisfaction, streamline procedures, control costs, and maximize returns

         successfully managed alltel s $34m 18-month billing consolidation project affecting 4.6m customers throughout 10 states c the new, single platform allows for improved transaction time and up to $40m in annual savings; cited for superior execution and completed project on time, under budget, and with minimal billing interruption

         increased market share, customer retention rate, and brand awareness with the launch and ongoing development of my circle, a unique unlimited calling plan that differentiates alltel from its competitors; project included an emphasis on customer self-service with online account access, thereby reducing front-line labor costs

         led alltel operations support team in deflecting call volume by improving web-based services and interactive voice response (ivr) technologies; directed three-year project that garnered $7m in savings during the first year alone

         established customer-focused call center philosophy of earning the right to up-sell alltel products and services only after satisfying the customer s initial needs and created customer contract analysis tool to assist representatives in identifying specific sales opportunities; project led to $5m in increased annual revenues

         coordinated alltel s computer telephony integration (cti) project utilizing ivr technology to quickly provide representatives with customer identification and account information

         managed multiple at&t departments including customer service, office services, training, compensation, technical support, and quality assurance c designed and led staff development, system implementation, and customer satisfaction projects

         generated increased at&t call center sales revenues by introducing an aggressive compensation program linked to representative performance


professional experience                            

alltel corporation, little rock, ar                                                                                                          8/03 c present

director, process development (2/06 c present)           

staff manager, operations support (1/04 c 2/06)          

project manager, call center support  (8/03 c 1/04)                 


at&t, little rock, ar                                                                                                                            5/01 c 8/03

regional manager, call center operations (10/02 c 8/03)                                             

regional manager, call center support (2/02 c 10/02)                                                  

manager, quality assurance (5/01 c 2/02)


alltel corporation, little rock, ar                                                                                                          8/95 c 5/01                   

trainer, quality and development (5/00 c 5/01)                                                            

analyst, work force management (3/99 c 5/00)                                                            

technical support representative & team leader (2/98 c 3/99)                                   

customer service representative & team leader (4/96 c 2/98)            

benefits coordinator, human resources (8/95 c 4/96)                                                  


~ community activity ~

active member & mentor, junior league of little rock                                                                          2004 c present

board member, st. james learning center preschool                                                                            2008 c present


b.a. in business administration, the university of central arkansas, conway, ar


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 in a insert job title capacity 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 solid experience in directing major, multi-million-dollar projects aimed at increasing operational and financial performance.  i excel at identifying opportunities for advancement and leading top-performing support teams to achieve strict schedule and budget goals while implementing new technologies, systems, policies, and procedures that result in substantial savings and improved customer satisfaction.  my superior communication and organization skills have consistently proven instrumental in my success at coordinating large-scale, long-term projects with quantifiable effects.  to complement this background, i offer a degree in business administration,


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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