Results-driven and versatile Human Resources Professional and Compliance SME seeking a new application of specialized skill set including Operational Support and Development, Training and Assessment Programs as well as comprehensive Data Analysis.  Eager to apply these skills to an organization in need of an extremely organized and independent professional astute at streamlining processes and implementing efficiency best practices to increase productivity of operations.

 

Ø  Strong multi-tasking background with the ability to work independently on multiple projects simultaneously, including formulation of policies and procedures, organization development, training and development programs, project management, strategic negotiations, in-depth problem analysis and solutions, operational process implementation, as well as development and execution of strategies to increase client retention and loyalty. 

Ø  Effectively strategizes with executive management and resolves complex organizational issues. 

Ø  Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of operations.

Ø  Utilize extensive knowledge of administrative practices and data organization.

Ø  Consistently focus on ensuring development of high-standard delivery methodologies. 

Ø  Proven ability to adapt strong technical skills to diverse organization needs.

Ø  Skilled at communicating cross-functionally in order to ensure knowledge sharing is prevalent between departmental lines.

Ø  Skilled at developing and implementing efficiency best practices to increase productivity and reduce labor costs.

Ø  Uses knowledge of various administrative functions and company protocols to support executive management.

Ø  Embraces corporate culture and actively promotes and leads company initiatives.

Ø  Frequently acts as a liaison between customers and various organization departments to ensure smooth communication process.

Ø  Technology savvy with knowledge of multiple software platforms including Microsoft Office Suite and various web based interfaces and platforms.

 

 

Ø  Developed numerous lead and referral programs, resulting in 15% monthly revenue increase. (Liz)

Ø  Implemented and coordinated escalation methods resulting in 20% improvement of reconciliation of service requests ($50K revenue). (IDT)

Ø  Developed commission rating and charge back procedures that resulted in 10% savings of paid commissions ($48K savings). (IDT) 

Ø  Consistently ranked within top 5 sales representatives in the company on a monthly basis. (King)

Ø  Received Quality of Service and Quality Hall of Fame awards during tenure. (King)

 

 

 

 

 

 

 

Operations & Product Development Director, Liz International Consulting    2002-2006                                                

 

  Primary responsibilities included comprehensive development and implementation of specific policies and procedures.  Specific functions included;

  Responsible for selling services and products to new and existing clients. 

  Developed lead and referral programs, resulting on 15% monthly revenue increase. 

  Maintained client corporation taxes, created corporations, filed and issue liquor, cigarette and other related permits.

  Maintained payroll and financial records.

 

Assistant Director of Operations / Project Manager, IDT Corporation              1998-2002 

 

  Primary responsibilities included planning, organizing, and managing operations function and management of provisioning Long Distance and Local teams.  Specific functions included;

  Introduced and developed database manuals and standardized documentation resulting in significant improvement of Long Distance provisioning and operations data analysis.

  Translated and developed manuals and documentation used by New Ventures, Customer Service, Sales, and Marketing groups.

  Provided support to Director of Operations and developed strong relationships with external partners. 

  Implemented sales and quality assurance techniques that resulted in an increase of Long Distance and Pre-paid Calling Card bilingual sales per hour.

  Developed monthly/annual revenue, productivity and state of the product reports for New Ventures and Business groups. 

  Conducted bilingual training programs and created manuals for the Long Distance and Pre-paid Calling Card products.     

        

Quality Assurance Assistant / Sales Specialist, King  Tele-Services                     1995-1998

 

  Primary responsibilities included directly interfacing with Departmental Leadership and internal call center to effectively manage risk/control initiatives for Information Management, Continuity of Business, and Records Management.  Specific functions included;

  Acted as liaison between department supervisor and internal call center (400 employees). 

  Responsible for maintaining ad hoc reports, coordinated events and scheduled training classes for new QA and sales representatives. 

  Responsible maintaining sales and customer support quality standard among representatives.

  Maintained quality assurance files, reports and escalations used by management.

  Translated manuals and documentation used by sales and training groups

  Responsible for closing sales of Sprint log distance and meeting strict sales quotas while maintaining highest level of quality and product accuracy among sales representatives.

 

 

n MBA C Human Resources (Graduation in 2011), Kaplan University

n B.S. C Management / Human Resources, Kaplan University

 

 

 

 

 

Yulieth Fermin

 Human Resources / Training Development

 

DATE

NAME HERE OF RECIPIENT

NAME HERE OF COMPANY

 

Dear RECIPEINT NAME:

Recent research into COMPANY NAME prompted me to immediately update my resume for your review.   Based on my knowledge of this company, I am very interested in interviewing for STATE POSITION YOU ARE SEEKING. I offer numerous years progressive advancement in key roles in training and development as well as executive support.  I am particularly skilled at productions and revenue increases, working directly with all departmental resources, scheduling and process tracking, account management, directing and leading staff, understanding project plans and specifications, and problem solving with minimal impact to the overall operation.

  I have worked as a technical expert and consultant in various forms within this sector so I am accustomed to integrating into various cultures and environments. I am experienced at managing others as well as developing and implementing best practices models to increase efficiency and thus completion of projects on time and on budget.  I offer several years of practical training as well as progressive advancement within companies due to excelling at responsibilities and making significant contributions the projects to which I am assigned. 

            I am an exceptionally hard worker and my peers consider me a strong team player.  My enthusiasm comes from working directly with products and streamlining and improving processes as evidenced by my accomplishments and contributions to my past employers.  I am also capable of assimilating into a new environment easily and feel that I could quickly become part of your team.  I enjoy the chance to work directly with various departmental resources in both learning and mentoring fashions. I am selectively seeking a company who is progressive thinking and in need of a professional who can make an immediate and positive impact on productivity and processes.  Further I am open to discussing relocation if this should be a requirement.

            After your review of my resume, I hope you will agree that this would be a mutually beneficial arrangement.  I plan to call you early next week. At that time, I can answer questions concerning my background and experience and we can discuss the desirability of an introductory meeting.  Please contact me sooner if you wish to talk before then.  I look forward to speaking with you.

 

Sincerely,

Yulieth Fermin