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yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000



career objective                              

results-driven customer service training specialist eager to contribute exceptional organizational, communication, and leadership skills toward actively supporting the employer optimize sales and client satisfaction


ø  offer more than eight years of progressive customer service experience, with expertise in training and leading top-performing support teams

ø  develop and implement comprehensive staff development plans; establish expectations, prepare agendas, design and source appropriate training materials, conduct workshops, assess participant progress, and follow up on application and staff performance

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated issues

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  dynamic communication, presentation, negotiation, and relationship management skills

ø  proactive team player equally effective in independent and collaborative environments

ø  sharp technical proficiencies including microsoft office (word, excel, powerpoint, access) and webex

professional experience                

national city corporation (now a part of pnc), columbus, oh                                                                 3/04 c present

retail learning specialist (1/08 c present)

  • in recognition of outstanding performance, steadily progressed within company to attain position responsible for providing face-to-face and virtual technical, operational, and performance training for groups of up to 20 geographically dispersed sales and customer service representatives
  • design and implement highly effective 10 c 21-day sales, quality, and customer service programs; conduct workshops, webex sessions, and achieveglobal customer service and sales effectiveness trainings
  • coordinate all training activity including scheduling, timekeeping, performance evaluation and feedback, and report preparation for senior management

customer service / account specialist / sales consultant (3/04 c 1/08)

  • delivered exceptional customer service as the first point of contact for clients seeking assistance; recipient of numerous awards for superior sales and client relations
  • reviewed account profiles and histories to provide personalized recommendations for retail and business banking products and services; consistently exceeded monthly sales goals and maintained exceptional levels of call quality


calltech communications, llc, columbus, oh                                                                                      7/00 c 1/04
customer service supervisor / trainer

  • successfully steered customer service training and assistance efforts for abercrombie & fitch's busy call center providing website, fashion consultation, and catalog ordering support
  • played an integral role in the creation and execution of training programs for 15 c 40 participants at a time
  • scheduled and managed call center team, ensured practical application of learned techniques and the maintenance of high customer service and call quality standards while achieving sales quotas


columbus state community college, columbus, oh                                                              anticipated graduation 2012
studies towards bachelor of arts/science; double major in business and spanish


~ certifications ~

webex certified ~ achieveglobal certified


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