Results-driven Operations/General Manager eager to contribute expertise in driving Operations, Business Development, Customer Relations, and Team Building initiatives toward actively collaborating with a dynamic organization in maximizing bottom-line performance.
17 years experience in operations leadership with proficiency in driving continuous improvement, fortifying customer relations and retention, and formulating policies and procedures which increase productivity, service levels, and efficiency. Harness enthusiasm and energy to inspire teams, elevate morale, and steer personnel to attain assigned targets. Reputation for creativity, reliability, establishing a cooperative climate across multiple departments, and identifying opportunities which will result in long-term benefits for the employer. Appreciated for strong communication skills, a solid work ethic, and expertise in staff training and coaching.
Fostered exceptional employee relations at ITC Group to maximize retention, and defined, implemented and enforced attendance policy which improved overall attendance by 12%.
Leveraged strong analytical, forecasting, and critical thinking abilities to lower fixed costs by 22% at EquisFinancial.
Drastically boosted repeat business at EquisFinancial by 70% by compiling customer data in Access database and initiating regular targeted mailings.
Consistently voted as Top Center by ProMark One s client services department for achieving outstanding levels of quality and client satisfaction.
Actively collaborated in defining and executing targeted strategies leading to successfully capturing multi-million dollar inbound campaign contract for ProMark One.
Received President s Award 8 out of 14 months for ranking as ProMark One s top call center among nine other locations.
Exceeded $1M/month gross revenue in each center representing nearly 30% gross margin for ProMark One.
Improved overall branch rank from 20th to 1st place within six months for Dial America Marketing s New Prospect Division, and significantly elevated employee retention by 70% in 12 months.
Trained, mentored and coached sales team at Dial America Marketing s Customer File Division to surpass sales expectations by up to 40%.
ICT Group, Inc. McElhattan, PA, 2006 to Present
Director Of Operations
Spearhead daily operations for two inbound call centers (360 seats) with an emphasis in healthcare services.
Diligently ensure strict compliance with ISO 9000-2001 quality standards and guidelines to strengthen client relations and meet or exceed KPIs (key performance indicators).
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Professional Experience continued
EquisFinancial, Inc., Pittsburgh, PA 2002 to 2006
Director Of Marketing
Applied dynamic leadership talents toward orchestrating marketing, business development, and technology functions for midsize mortgage company.
Heightened lead conversion accountability for loan officers and streamlined future marketing campaigns by devising extensive lead tracking system.
ProMark One/TeleSpectrum Worldwide, Inc. Pittsburgh/Hopewell, PA, 1997 to 2002
Center Manager / Director
- Directed P&L, business planning, reporting, budgeting, and daily business operations at two call/contact center locations.
- Led start-up of 188-seat call center in Pittsburgh, successfully reaching full capacity in approximately four months by staffing 400+ qualified employees .
- Championed successful expansion and start-up of 240-seat contact center in Hopewell requiring complete build-out of empty warehouse space as well as relocating staff.
Steered highly successful inbound campaign involving recruiting, testing and training over 350 benefit enrollment specialists in handling open enrollment for over a dozen Fortune 500 companies.
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Prior background includes roles as Branch Manager, Assistant Branch Manager and Supervisor for
Dial America Marketing, Inc., Pittsburgh, PA/Troy, MI, 1989 to 1997.
Computer Management ICM School of Business, Pittsburgh, PA
Business / Finance and Marketing C. C. of Allegheny County, Pittsburgh, PA
Bell Leadership Training
TLSP University Management Training
Hiring Agent Name
I am currently seeking a challenging career opportunity in a <insert job title/position> capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
In addition to significant experience in the call center industry, I bring to you an outstanding background in operations management, a proven track record in strengthening employee productivity and retention, and solid expertise in P&L, marketing, personnel training and development, quality control, and client satisfaction. To complement these qualifications, I offer extensive and successful experience in overseeing a broad scope of projects from initial planning to timely completion.
As a proactive contributor to your organization, you will find me to be a driven professional committed to supporting you in achieving your objectives through polished business acumen, proven leadership talents, and excellent initiative. I am confident that I could be a valuable asset to <insert name of company>, and look forward to interviewing with you in the near future.
Yyyyyy x. yyyyyy
Interviewer s Name
It was a pleasure (speaking with you/meeting with you) on [insert date here]. I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered. I am still very interested in the <insert job title> position, and I am convinced that it is the right job for me. I feel my background and qualifications prepare me well for the challenges and responsibilities we discussed.
The position as you described it to me would combine my strong skills in [insert two skills or qualities here]. This would allow me to make the same valuable contribution to your organization as I ve made to my past employers a win-win proposition for both of us.
(Choose one of the two paragraphs below, depending on whether or not you have, or have not yet, interviewed with the person)
(I am eager to meet with you in person to further discuss my background and qualifications. Please feel free to contact me at the above phone number so we can continue the discussion we began over the telephone.)
(Again, thank you for considering my qualifications. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.)
Yyyyyy x. yyyyyy
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