career profile

ambitious professional with 13+ solid years of strong skill in client relations in a call center, executive-level leadership, critical thinking, and project management. present ideas clearly through precise communication. strategically build relationships with individuals with various socio-economic and educational backgrounds.

key strengths: outsource relationship management, p&l supervision and cost analysis, sales, professional development, staff motivation, six sigma, executive training, project, quality and process improvement.    

♦ key areas of expertise ♦

 

  executive-level operations management

  account analysis and management

  business development & administration

  strategic decision making

  technology integration

  call center management

  million dollar monthly billables

  personnel management & administration

  business and contract negotiations

  client & vendor relations

 

proficient in excel, wordperfect, powerpoint, iex, genesis, cms, and blue pumpkin.

professional experience

 

regional director, march 2007 c oct 2008

focus services, roy, utah

-         remained a significantly factor behind annual revenue reaching $38mm (fy 2007) of an organization with 7 domestic and 2 international locations, and 2000 employees. 

-         oversaw various high-level functions including outsourcing and continued success of operations and marketing activities such as web site quality and lead generation.

-         skillfully negotiated the content and obligations of contractual agreements with varying values.

 

general manager, july 2006 c march 2007                                              

acs, salt lake city, utah

-         held accountable for $1mm in billable hours on a monthly basis for client verizon wireless.

-         directed the professional success of 500 personnel; formulated policies and procedures for greater functionality among staff.

-         completed financial management tasks including assessing profits versus losses.

-         assessed areas needing improvement and delivered professional development and training courses to executive-level staff.

 

vice president of operations & client services, january 2006 c july 2006                                               

tcim, tucson, arizona

-         managed the generation of $3.4mm in monthly revenue and report fluctuations in profit and loss.

-         governed the activities among 3 call centers including 2 center directors and 3000 consultants.

-         produced consistently quality results for high-profile clients including qwest, wamu, american express, and bank of america.

 

 

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yyyyyy x. yyyyyy                                                                                                    page 2  of 2

 

regional call center manager, august 2004 c january 2006                                               

acs, washington, & oregon

-         formulated policies and tracked performance of 3 call center managers and 2400 customer service representatives within 3 call centers.

-         built and maintained successful client relations with verizon wireless leading to repeat business and continued customer loyalty.

-         verified frequency and quality of professional development and training needs of regional training and quality managers.

 

call center manager, october 2003 c august 2004                                            

startek, laramie, wyoming

-         ensured consistent profitability including maintenance of $1.2mm monthly billable revenue.

-         addressed any inefficiency as manager of 5 subordinate managers, 10 supervisors, and 250 consultants working on a time warner cable project.

-         defined, developed, and launched the learning to lead program built to enhance the executive potential of those seeking to enhance career potential.

***additional experience as senior service manager for center partners, client service manager for convergys, account manager for sos staffing and regional manager for footlocker***

 

education

 

bachelor of science c business program

university of phoenix, expected date of graduation: fall 2009  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

<date>

 

<<first name>> <<last name>>

<<title>>

<<company>>

<<street address, suite #>>

<<city, state zip code>>

 

dear <<courtesy>> <<last name>>,

 

i am currently seeking a challenging career opportunity as a (insert role) and am submitting my resume for your review.  in advance, thank you for your time and consideration.

 

as indicated in the accompanying resume, i bring you a positive and energetic work approach and an exemplary blend of talents in the areas of executive management, supervisory training, team building, project and program development, hiring and recruitment, business development, and administrative solutions. to compliment these qualifications, i offer an unwavering commitment to client relations, which is paramount in the career of management personnel. to date in my career, i have held progressively responsible positions based on a demonstrated ability to meet and exceed established goals.

 

over the 13+ years, i have received rapid promotions in recognition of proven leadership abilities and a demonstrated record of personal success and achievement as a regional director, general manager, vice president of operations & client services, and call center manager. this has led to improved levels of efficiency and proven experience in multiple industries, outstanding management expertise, and an exemplary blend of talents in managing and developing people, improving revenue growth and organizational performance.

 

as a proactive contributor to your company, you will find me to be a driven professional committed to supporting you in achieving your objectives through superior motivational attributes, unparalleled levels of enthusiasm and personal dedication, and strong management abilities. i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.

 

 

sincerely,

 

 

 

 

yyyyyy x. yyyyyy

enclosure