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0000 xxxxxx xxxx , xxxx , xxxxx 00000


Call Center Professional Operations Manager

Well-rounded and energetic professional with 12+ years experience seeks new challenge and opportunity to apply consummate skills where Leadership and Reporting qualities can be utilized.

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Professional Profile                                                                  

  Escalate business development through strategic initiatives that increase productivity and revenue growth; consistently meet or exceed goals and objectives

  Self motivated leader; experience in quality analysis, resolution management, project management, and personnel management including hiring and training

  Organized and detail-oriented; provide all aspects of administrative support, coordinate meetings and events, prepare presentations, scheduling, and travel arrangements

  Communicate technical and complex information easily and concisely; work well independently or as part of a team; excellent analytical skills

  Demonstrate diagnostic problem-solving skills; respond calmly to tough situations

  Exhibit solid track record based on professionalism, thoroughness, and dedication

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Education and Professional Development                             

Bachelor of Arts                                                                                                     Anticipated 06/2011

LeToureau University Dallas, TX


Certificate in Executive Assistant Program                                                                                  1996

Star Business College Tulsa, OK

Computer Skills:

   Proficient in Microsoft Word, Excel, Access, PowerPoint, and Lotus Notes

   Familiar with AS400 applications

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Employment History                                                                    

Operations Analyst                                                                                                    02/2009 C Present    

Credit Protection Associates Dallas, TX

   Perform as relief Operations Manager

   Increase revenue and production by conducting procedure reviews; recommend and implement improvements

   Provide project management; track progress and verify programming changes ensuring deadlines are met

   Operate as primary vendor contact, and audit client billing

   Analyze and create reports; track and report errors, and provide recommendations

   Liaison to human resources; commissions and incentive payouts


Resume- Patsy Allen


Page 2 of 2


Countrywide Home Loans Plano, TX                                                                       01/2001 C 02/2009

6+ years of dedicated service in various positions

Business Analyst                                                                                                      04/2004 C 02/2009  

   Subject Matter Expert (SME) for all call Center operations including OOP/RMG

   Increased productivity and efficiency; identified and designed reporting improvements

   Tracked and reported project progress; facilitated meetings with business units

   Conducted testing of new platforms and programming prior to release

   Prepared monthly reports for 21 business units; ensured accuracy and timely deliveries

   Collaborated business trending and financial forecasting with senior management

Customer Service Team Leader                                                                                 03/2003 C 04/2004  

   Managed 9-14 call center representatives; ensured objectives were met and exceeded

   Prepared weekly and monthly reports for all teams responding to the Call Center Manager

Quality Analyst                                                                                                          10/2002 C 03/2003

   Suggested call center improvements; reviewed verbal and written customer correspondence

Resolution Management Associate                                                                            04/2002 C 09/2002  

   Prevented litigation by resolving complex customer issues

Call Center CSR                                                                                                        12/2001 C 04/2002  

   Provided resolutions to customer inquires; cross-sold financial products and services


Office Manager                                                                                                          01/2001 C 11/2001    

Palm Harbor Village Tyler, TX

   Managed business operations for 12 sales associates and General Manager; supervised one employee

   Coordinated new home deliveries; received special requests for installation

   Prepared loan documents for closing

   Processed accounts payable; ensured invoices were paid promptly and balanced against commission sheets

   Provided administrative support to Human Resources


Sales Assistant/Customer Service Representative                                                     04/2000 C 01/2001    

Claims Administrative Services Tyler, TX

   Conducted Risk Analysis

   Prepared bid proposals for public schools in Texas; provided coverage details as requested

   Processed renewal billing; coordinated renewals and maintained schedules for bid proposals


Administrative Assistant                                                                                           01/1997 C 01/2000    

Systems Software Technology Lancaster, PA

   Assisted Manager of Operations and Vice President of Sales; participated in hiring and training

   Provided administrative support; maintained schedules, created presentations, prepared data and correspondence, and managed telephones

   Conducted travel arrangements for sales and executive staff

   Coordinated executive business meetings; agendas










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0000 xxxxxx xxxx , xxxx , xxxxx 00000








[Attention Line]

[Organization s Name]

[Address Line 1]

[Address Line 2]


Dear [Insert Name]:


This letter and the enclosed r sum are an expression of my interest in seeking a rewarding position as [Title] within your organization. I bring 12+ years of valuable experience which makes me an excellent match for your advertised position.


You will gain a dedicated and motivated individual who can communicate well with all levels of the organization. I am able to motivate and inspire others to achieve common goals and create innovative solutions to complex problems. Expertise in quality analysis, resolution management, project management, all aspects of administrative support, and personnel management are some of my strengths.


I would appreciate the opportunity to meet with you to discuss how my skills and background might fit in with [Organization Name s] current and future needs.  Please do not hesitate to contact me for further information or to arrange an interview that best suits your schedule.  Thank you for your time and consideration.






Patsy Allen






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