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yyyyyy x. yyyyyy           2900 nw 125th avenue, #0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                                                                         (xxx-xxx-xxxx • abc@xyz.com

 

results-focused project manager eager to contribute broad scope of expertise within financial services and prepaid products industries, as well as strong it administration and team building talents, toward maximizing a company s success.

 

profile

 

         create and implement best practice methodologies and continuous improvement programs to achieve strategic alignment with organizational goals; expert at delivering complex, high-volume projects on time and within budget.

         contribute sharp analytical skills, strong negotiation techniques, and outstanding interpersonal relations abilities.

         adept at multitasking within deadline-driven environments and tactically planning, prioritizing, and coordinating workflow to maximize productivity, efficiency, and quality.

 

~ education and technological proficiencies ~

 

bachelor of science                                                                                           nova southeastern university

 

~ certified scrum master practitioner in agile software development ~

 

windows vista / xp / 95 / 98 / 2000 / nt • novell netware 4.1x • windows nt 4.0 server / workstation

microsoft office / project • visio • sql • dcom • visual sourcesafe • abt project workbench • lotus notes • primavision

 

professional synopsis

 

fidelity national information services, sunrise, fl

it project manager                                                                                                                           2002 c 2009

 

key accomplishments

ø increased productivity and reduced implementation timeframes by applying agile methodology to software development.

ø strategically steered a data encryption project for a fortune 100 client that became the benchmark of company-wide security standards, as well as overseeing visa travelmoney s prepaid card portfolio migration to a new platform.

ø expanded prepaid regional vertical markets by spearheading a new instant-issue card program for worldwide clients, along with directing a password management project that created an added level of security for web-specific clientele.

 

         applied dynamic leadership abilities toward delivering stored-value, e-payment solutions to various domestic and international clients for a technology leader in u.s. prepaid card processing.

         directed results-driven cross-functional on- and off-shore teams concerning wide-ranging organizational ventures, as well as actively liaising among executive-level management and operational personnel to ensure seamless processes.

 

american express trs company, inc., fort lauderdale, fl

project manager technology                                                                                                           2000 c 2002

 

key accomplishments

ø saved over $500,000 per year by implementing a graphic user interface (gui) for disputes management.

ø developed first-ever short-term codes which provided optimally secure internet-based financial transactions.

 

         demonstrated broad scope of project management talents within a global travel-related services conglomerate to include coordinating and managing specific technical assignments ranging from $20,000 to $2 million.

 

business systems analyst                                                                                                                   1997 c 2000

 

key accomplishments

ø tested and implemented blue.com (pioneered smart chip technology), delta skymiles, fidelity investments, and costco innovating co-branded cards, as well as creating technical documents for mainframe / distributed applications.

 

         maximized business productivity by managing the implementation of five internet-specific applications for brazil, argentina, and mexico which allowed for continued latin american-based corporate marketplace dominance.

yyyyyy x. yyyyyy

                                                                                                                                                                                 (xxx-xxx-xxxx • page two

 

professional synopsis

(continued)

 

american express trs company, inc., fort lauderdale, fl (continued)

customer service instructor                                                                                                              1995 c 1997

 

key accomplishments

ø increased case time resolution by 48%, along with designing instructional literature to improve dispute resolution efficiency.

 

         contributed strong communication abilities instrumental in providing comprehensive corporate training / development for incoming customer service representatives to maintain consistency among business operations.

 

customer service representative                                                                                                       1991 c 1995

 

key accomplishments

ø increased customer loyalty and spending by 70% through the successful handling of high-profile and / or sensitive accounts.

ø attained a 40% decline in unanswered calls by effectively supporting management-level escalation efforts.

 

         utilized proven target-based prospecting, presentation, and client retention abilities to drive the sales of american express products / services to customers which expanded card portfolio within u.s. markets.

         demonstrated extensive knowledge of retail, car rental, lodging, dining, airline, goods / service, and reconciliation industries to boost bottom-line profits.

 

merchant service representative                                                                                                       1987 c 1991

 

key accomplishments

ø increased overall card acceptance rates 47% throughout the u.s. by facilitating the acceptance of american express cards at various companies nationwide.

ø reduced chargeback disputes by 63% due to optimal liaising efforts between merchants and cardholders.

 

         supported a top-performing team in the processing of up to 200 daily calls within a fast-paced call center.

         provided expertise in the negotiation, securing, and follow-up of american express product / services sales to corporate customers while consistently ensuring the highest levels of customer satisfaction were achieved at all times in the overall maximization of revenue.

         proficiently processed all new / current merchant requests to guarantee efficient information management practices, as well as promptly handling client requests and effectively resolving business issues.

 

customer service representative                                                                                                       1985 c 1987

 

key accomplishments

ø decreased attrition rates 38% by utilizing solid interpersonal relations talents toward handling sensitive customer disputes.

ø saved the company over $1.3 million annually by assisting the detailed design, testing, and implementation of a new card member statement.

ø reduced turnover rates by 41% while serving as a dynamic peer coach / mentor for trainers.

 

         expertly assessed client issues, initiated confidential correspondence, and resolved individual account challenges, along with forming valuable relationships with a broad-based clientele to guarantee exceptional business retention rates.

         empowered associates to make decisions to reflect positively on organizational productivity, corporate well-being, and customer satisfaction while providing continuous business solutions for maximum operational productivity.

 

yyyyyy x. yyyyyy           2900 nw 125th avenue, #0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                                                                         (xxx-xxx-xxxx • abc@xyz.com

 

 

 

date

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging and rewarding [ insert job title ] role within your progressive organization, and am submitting my resume for your review.

 

i am eager to apply my broad project management background within the financial services and prepaid products industries, as well as strong it administration and team building talents, toward maximizing your company s bottom line and ensuring continued marketplace dominance.  i excel in creating and implementing best practice methodologies and continuous improvement programs to achieve strategic alignment with overall organizational goals, and am an expert at delivering complex, high-volume projects on time and within budget.  please note that i am a certified scrum master practitioner in agile software development and hold a bachelor of science degree from nova southeastern university.

 

during my career with such high-profile companies as fidelity national information services and american express trs company, i have accomplished many impressive feats.  for example, within the last seven years, i have strategically steered a data encryption project for a fortune 100 client that became the benchmark of company-wide security standards.  i also resourcefully expanded prepaid regional vertical markets by spearheading a new instant issue card program for worldwide clients, as well as directing a password management project that created an added level of security for web-specific clientele.  for american express, i saved over $500,000 annually by implementing an innovative graphic user interface (gui) for disputes management, and developed first-ever short-term codes which provided optimally secure internet-based financial transactions.

 

you will find me to be a results-focused leader who is adept at multitasking within deadline-driven environments and strategically planning, prioritizing, and coordinating workflow to optimize productivity, efficiency, and quality.  in addition, i can contribute sharp analytical skills, strong negotiation techniques, and outstanding interpersonal relations abilities.  for these aforementioned reasons, i believe i will prove to be an incredible asset to your team.

 

i look forward to hearing from you in order to discuss an available opportunity for which i am qualified.  i may be reached as indicated, and thank you in advance for your time and consideration.

 

sincerely,

 

 

 

yyyyyy x. yyyyyy

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