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yyyyyy x. yyyyyy                      0000 xxxxxx xxxx , xxxx , xxxxx 00000 

                                                                                                                            (xxx-xxx-xxxx •



overachieving communications professional seeking growth opportunity to contribute broad expertise from workforce management to customer service toward optimizing a company s bottom-line performance






ø  proven supervisor with ability to effectively train, develop and motivate personnel, maximizing human resources and ensuring optimal operating efficiencies

ø  demonstrate exemplary leadership qualities, ensuring the highest of professional and corporate standards

ø  exhibit outstanding communication skills, effectively developing relationships with peers, clients and customers

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

ø  thrive within high-pressure, deadline-driven environments and strategically plan, prioritize and coordinate team-driven workflow to maximize operational productivity, efficiency, and quality

ø  enthusiastic team-oriented player with passion for community and civic involvement


~ education/honors ~


master of arts, mass communications (2001)                 southern university/a&m college, baton rouge, la

bachelor of arts, major: english; minor print journalism (1997)    alabama state university, montgomery, al


national dean s list, 1995-1996

united states achievement academy, 1995-1996 (1997 nominee)
minority leadership award, 1996 (1997 nominee)

alabama state university dean s list, 1993-1997


professional experience


convergys corporation, baton rouge, la                                                                                    2007 c 2008

team lead supervisor


ø  effectively interacted and supervised up to 26 employees, including the mentoring, training and development of personnel when necessary

ø  created and executed analytical employee reports to optimize employee resource potential; maintained accurate time-card records

ø  skillfully helped manage strategic relationships within company s supporting business units to resolve issues relating to peers, encompassing human resources to workforce management to quality control areas

ø  featured superb telecommunications and interpersonal relationship skills, fomenting high-level employee and customer-service satisfaction


cingular wireless, baton rouge, la                                                                                              2002 c 2006

billing and relocation representative, 2005-2006


ø  effectively produced routine account maintenance and appropriately modified billing statement conflicts

ø  assisted in the relocation of customers; served as disaster relief liaison for hurricane evacuees

ø  exhibited notable confidence in making proper management decisions


technical support representative, 2003-2005


ø  promoted by upper management to train both existing and new employees

ø  proved successful at analyzing and resolving various technical issues in timely fashion

ø  showed ability to effectively breakdown technical issues and clearly communicate with customers


e-care customer service representative, 2002-2003


ø  developed solid customer-relations skills through effective email communication

ø  demonstrated knack for developing and retaining customer loyalty and satisfaction


baton rouge weekly press, baton rouge, la                                                                                           2001

professional intern



ø  conducted interviews with a broad range of society and industries

ø  featured strong editing skills as newspaper copy editor; also researched and wrote numerous stories


alabama state attorney general s office/criminal appeals division, montgomery, al                           1997




ø  collaborated with print media to assist attorneys in obtaining valuable case-related information

ø  researched and compiled documents in highly organized manner, preparing attorneys for litigation


thomas, means & gillis, p.c. montgomery, al                                                                                           1995

office assistant



ø  took initiative in embracing numerous projects, including the complete reorganization of firm s entire library

ø  helped expedite backlog of cases by performing effective and timely online editing and data inputting



professional organizations/community involvement


phi beta lambda professional business fraternity, theta beta

      alpha kappa alpha sorority inc., beta pi        

national association of black journalists, alabama state university

sigma tau delta (international english honor society), secretary

      student government association, alabama state university, judicial branch (first seat)  

united blood services, volunteer

big brothers & big sisters program, montgomery (al) public schools, volunteer


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