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Yyyyyy x. yyyyyy

Address:                                              0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone:                                                 Homexxx-xxx-xxxx   Mobile xxx-xxx-xxxx


Social Security Number:                      141-42-8828

Citizenship:                                          United States of America

Veterans Preference:                            N/A

Registered for Selective Service:          Yes

Highest Grade:                                     N/A


Vacancy Posting:                                 ECA-2009-0126                                                            

Position:                                              GS-0301-09/11:  Program Specialist

Dept./Agency:                                       Department of State



Core Competencies


Foreign Affairs Degree; International Relations; Global Cultural/Educational/Political Knowledge; Higher Education; US Foreign Policy; Cultural Exchange/Study-Abroad Programs; Program Development and Administration; Policies and Procedures Implementation; Operations; Administration; Project Management; Budgeting; Cost Controls; Business Development; Client Relations; Client Services; Interpersonal Relations; Public Relations; Team Building; Leadership; Performance Optimization; Market Research/Analysis; Classroom Instruction; English Teaching; Communications; Presentations; Negotiations; Written Communications


Professional Experience



Customer Service Manager/Retention Manager

Gatehouse Media New England

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Supervisor: Irina Platonova; Phone: 617-786-7263; Contact: yes

Hours:  40 per week

Salary:  $60,000/year

Co-direct operations of Customer Service Department employing 18 staff supporting over 100 daily and weekly publications; train, develop and lead high-performance team focused on efficiently responding to high-volume inbound calls and delivering quality customer service. Demonstrate dynamic communication, negotiation and solutions-focused problem solving skills in effectively addressing and resolving customer complaints.

Provide Sales Director with detailed weekly sales campaign and subscription analytical reports instrumental to defining and developing optimal short-term and long-range sales/marketing plans.

Contribute solid administrative skills toward efficiently managing correspondence and online subscriptions.  Proficiently manage and track fulfillment of subscriber incentive programs.


Key Achievements:

Successfully designed and launched comprehensive subscriber retention program while concurrently boosting customer experience, playing key role in driving revenue growth.  Grew revenue collection through proactive outbound calling strategies generating 50% increase in direct contact. Facilitated aggressive collection campaign resulting in 95% payment collection rate. Innovatively introduced check by phone payment option instrumental to increasing receivables. Resourcefully collaborated with outside vendor in re-conceptualizing and updating direct mail program targeting new movers; substantially enhanced results in new subscriptions solicitation.

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Yyyyyy x. yyyyyy                                                                                                               Page 2 of 3


01/2006-02/0000 xxxxxx xxxx , xxxx , xxxxx 00000

Supervisor: Irina Platonova; Phone: 617-786-7263; Contact: Yes

Hours:  40 per week

Salary:  $45,0000/year

Steered broad-scope retention program targeting major drop off points and start/stop relationships and incorporating additional payment methods and retention tracking reports.  Led automatic payment system testing, launch, promotion, and staff training. Designed system manual and presented dynamic training programs supporting outbound/inbound call solicitation of subscriber system use.  Created and administered stops/starts program focused on improving home delivery service satisfaction through results-oriented handling of escalated complaints.


Key Achievements:

Converted purchasing power and spending habit demographic research data to highly successful customer loyalty program.  Serving as Member of Bias Committee of The Morning Call s RADAR project, effectively conceptualized and implemented customer service questions focused on resolving subscription stops resulting from perceived editorial bias. Effectively developed quality training programs supporting outsourcing of Customer Service Department to the Philippines as Transition Team Member. Rolled out automatic payment system generating 50% growth in subscriber use.



Customer Service Manager/Zone Manager/Customer Service Representative

The Courier News

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Supervisor: Irina Platonova; Phone:  617-786-7263; Contact: Yes

Hours:  37.5 per week

Salary:  $36,000/year

Directed 7-member Customer Service Department supporting circulation of 41K daily subscribers. Diversified staff skill sets to maximize use of resources, boost efficiency and accommodate increasing department demands. Profitably managed home delivery zone of 6K subscribers, with accountability for full-scope operations, from hiring, training and coordinating/supervising carriers to collecting payments, troubleshooting customer issues and maintaining records.


Key Achievements:

Played key role in boosting bottom-line profitability by collaboratively reorganizing home delivery districts and streamlining workforce to reduce operating costs while continuing to maintain high quality service standards.  Spearheaded Gannett s Just Ask automated payment program launch and staff training.  Successfully conceived and drove contest and incentive structure substantially increasing EZ-Pay subscriber base, improving receivables performance as well as operational efficiencies



Shift Supervisor/Barista

Starbucks, Bridgewater Commons

400 Mall Commons Way # 0000 xxxxxx xxxx , xxxx , xxxxx 00000

Supervisor:  Jill; Phone: N/A; May Contact: yes

Hours:  36 per week

Salary:  $17,000/year

Oversaw shift operations, including store opening/closing, cash handling, bank deposits, purchasing, and inventory control as well as launching retail promotions and setting up effective product displays.

Contributed sharp leadership skills toward training new partners in corporate product quality and service standards as well as advising on monthly safety/security updates and ensuring standards compliance.

Yyyyyy x. yyyyyy                                                                                                               Page 3 of 3




Business English Instructor

Simul International Corporate Center

1-22-2 Nishi-Shinjuku, Shinjuku-ku, Tokyo, Japan 160-0023

Supervisor:  N/A; Phone: N/A; Contact: Yes

Hours:  25 per week

Salary:  $29, 000/year

Presented corporate classroom instruction in English vocabulary, listening comprehension, speaking, presentation writing/delivery, negotiating, and selling skills; additionally instructed business writing and business English classes.  Coordinated intensive programs preparing professionals for international business trips.
Actively supported students in participating in study abroad programs by teaching TOEFL and English conversation courses at Hosei University.



University of Virginia

Charlottesville, VA 22904-4133

Degree:            Bachelors  in Foreign Affairs

Earned:             05/1992

GPA:                2.6/4.0 scale

Credits:             0000 xxxxxx xxxx , xxxx , xxxxx 00000-3089

Diploma:           06/1988



Specialized Training/Professional Development


R-Logic Training; 2006

MetaViewer Training; 2006

Tribune Diversity in Workplace for Management Training; 2006

Gannett s Just Ask Training; 2005

Licensed Insurance Producer, State of New Jersey; 2003

School for International Training, 16 semester hours-Berlin Germany; 1991


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