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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 (xxx-xxx-xxxx


~ cross-functional team leader • expert in delivering five-star customer service • business development specialist ~


bilingual, results-driven leader eager to contribute proven operations management, financial administration,

policy / procedure development, team building, and customer service talents toward maximizing a company s profits.




         expert at executing corporate-based financial strategies, marketing plans, and training programs, as well as possessing exceptional knowledge of industry-wide products and services.

         possess dynamic communication, consultation and presentation skills vital to optimizing operations performance; effectively interface with all levels of corporate representatives through executive level.

         contribute sharp analytical skills, excellent problem-solving techniques, strong interpersonal relations talents, and solid written / verbal communication proficiencies toward supporting diverse business initiatives.

         dynamic project management abilities; expert at multitasking within deadline-driven environments and strategically planning, prioritizing, and coordinating workflow to maximize productivity, efficiency, and quality.

         create and implement best practice methodologies and continuous improvement programs to achieve strategic and cost-effective alignment with overall company goals.


professional synopsis


hsbc financial, lewisville, tx

operations manager                                                                                                                   2008 c present


key accomplishments

ø led team to five consecutive months of passed calls during call calibration, including attaining team of the month for august and september of 2008 for job performance excellence.

ø created and implemented a pioneering d.r.i.v.e. committee designed to boost division-wide morale.


         apply dynamic leadership abilities toward recruiting, training / developing, and supervising a top-performing 30-member team in maximizing optimal collections activities, including conducting valuable reviews in order to improve communication measures, encourage useful staff feedback, and attain key organizational goals.

         support personnel with challenges such as determining appropriate repayment plans designed to provide account payments and defer future losses, along with approving write-offs and loan losses within authority limits.

         establish cohesive company-wide account recordkeeping, including identifying and implementing strategic policy / procedure improvements in support of driving corporate initiatives.

         demonstrate broad scope of talents toward performing department management duties in personnel absence.


southern automotive finance company, irving, tx

branch manager                                                                                                                                2006 c 2008


key accomplishments

ø successfully achieved incremental volume increases for every month since 2007, along with attaining a first-ever branch high sales of $793,000 for july 2007.

ø maximized company revenue by maintaining delinquency within company standards to hold 60- and 90-plus day accounts to under 4%.

ø spearheaded the development and implementation of a profitable credit advantage program, as well as proactively collaborating within a safco credit committee to guide optimal policy updates / changes.

ø led the collections department through a resourceful process improvement effort to include reducing key ratios and delinquent accounts segregation which achieved critical cost savings and quality enhancements.


         drove business profits by organizing and implementing strategic marketing plans to increase dealer portfolio and capital revenues, along with demonstrating sharp managerial talents toward coordinating and directing daily branch activities to include credit review / authorizations, collections, forecasting, and key follow-up efforts.

         applied strong business analysis, critical thinking, and strategy development skills toward successfully developing proactive business plans to ensure monthly gross retail sales volume increases.

         contributed exceptional success in promoting cross-functional teams, expressing specific operational objectives to personnel and senior management, presenting solid solutions to gain support of implementing organizational quality improvements, and striving to achieve win-win financial and general business situations.


yyyyyy x. yyyyyy

(xxx-xxx-xxxx page two


~ cross-functional team leader • expert in delivering five-star customer service • business development specialist ~


professional synopsis (continued)


united panam financial corporations, bedford, tx / dallas, tx

assistant branch manager                                                                                                                2005 c 2006


key accomplishments

ø proficiently managed an $11-million portfolio, as well as attaining continuous sales revenue increases each month during tenure.

ø created dynamic incentive strategies to include innovative reward and recognition programs that resulted in increased employee morale and enhanced workplace productivity.

ø effectively reviewed and analyzed dealership operating ratios and profitability trends, along with improving satisfaction ratings by ensuring funding / discounting processes were efficient and complied with set regulatory laws.


         contributed strong multitasking proficiencies toward performing credit, marketing, and sales management within an 80-dealership, fort worth, texas-based territory, including reviewing, analyzing, and purchasing new wide-ranging retail transactions to ensure profitability while minimizing risk.

         expertly identified lucrative opportunities and defined targeted strategies for capturing new business accounts, developing existing clients, and achieving solid leveraging in highly competitive b2b markets.

         conducted accurate weekly / monthly marketing analysis and produced bi-monthly synopsis reports for executive-level management review, along with offering continuous improvement processes to streamline business endeavors.

         oversaw daily operational activities pertaining to the supervising and coordination of a highly skilled team of customer service representatives.


collections supervisor                                                                                                                      2003 c 2005


key accomplishments

ø decreased 30-day delinquency rates from 3.0% to .87%, along with reducing charge-off percentages from 6.0% to 2.47%.

ø achieved record lows for outstanding accounts three times within 2005.

ø developed a results-driven collections department through superior resource management analysis to include considerations of portfolio size, organizational growth potential, and workload efficiency elements.

ø implemented strategic policies and procedures that improved accountability and adherence to strict state and federal collections laws.


         directed an $11-million portfolio in accordance with corporate objectives while concurrently assuring compliance with organizational policies and procedures to consistently exceed consumer expectations.

         supported the optimal determination and management of a cost-effective operating budget for the collections department, along with incorporating future needs in the overall planning of services to facilitate efficient business planning.


americredit financial services, arlington, tx

customer service supervisor                                                                                                           2002 c 2003


key accomplishments

ø gained familiarity with complex as / 400 and davox systems to ensure seamless organizational processes at all times.

ø served as a contributing member of a corporate-based team initiated committee.

ø exceeded consumer expectations by demonstrating a comprehensive knowledge of all market- and corporate-based products and services to achieve continual business success and superior customer service levels.


         created dynamic training programs for customer service personnel, including developing, implementing, and maintaining high-quality standards for all associates to provide consistency within financial operations.

         delegated employee tasks to allow individualized work-related confidence, while consistently empowering associates to make decisions to reflect positively on business productivity and operational success.

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