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yyyyyy x. yyyyyy

(xxx-xxx-xxxx •



profile of qualifications


quality-focused management professional specializing in financial services, team building, policy / procedure development, and client relations eager to contribute talents toward maximizing an employer s success.  top-performer with the ability to make decisions which reflect positively on corporate well-being and customer satisfaction.  integral leader who can provide quality staff recruitment that encourages low turnover rates, high levels of company loyalty, and continued operations success.  excellent communicator who can delegate multiple assignments within deadline-driven environments.  ambitious self-starter who demonstrates superior attention-to-detail.



career highlights


         spearheaded increased productivity 2% ytd from 2005 while concurrently maintaining 99%-plus quality averages.

         decreased unaccounted employee time by 1% ytd from 2005 via excellence in personnel management techniques.

         seamlessly processed ccds and expedited forms to improve few procedures while interfacing between additional departments.

         served as a proactive member of a customer satisfaction survey team to assess client needs and deliver world-class service.

         led productive um and fcc meetings to support consistency and communications between the two areas.

         facilitated targeted process improvements via balanced scorecard rewrites and testing.

         complied with debit portfolio transitioning standards to include communicating with staff and providing training support for new site.

         delivered associate and customer feedback during customer optimization implementation to support pros / cons of new process.

         strategically steered audit requirements by expeditiously completing outstanding cats items.

         successfully attained voe scores above 90% to include holding voe champion meetings instrumental in optimizing results.

         increased sales by 25.68% and scorecard by 25 points, along with reducing unit-wide talk time by 4 seconds via streamlined processes.

         achieved citicorp quality excellence award in 2007 / 2003, as well as attaining recognition as a 2-time star player in 2006.

         received an outstanding performance award in 2003, call of the month honors in 2002 / 2004, and a 2-time energizer award in 2002.



professional synopsis


citicorp, hagerstown, md                                                                                                                                                       1999 c present


business card / transaction fraud / debit unit manager (2004 c present)

         apply dynamic leadership talents toward directing 40 top-performing associates within a high-volume inbound / outbound phone center to include planning and delegating individual- and team-based assignments to optimize use of resources and meet key objectives.

         conduct valuable staff meetings and individual reviews to facilitate productive team building, improve communication measures, and encourage useful feedback, along with serving as a tap mentor to develop incoming management while attending calibration sessions.

         maximize loss prevention efforts by reviewing and identifying new methods to prevent fraud for all balance transfer offers.

         accurately review daily mis for tf and debit to guarantee appropriate phone coverage and possible outbound processing.


crew unit manager associate (2004)

         drove operations efficiency by completing associate one-downs, handling nightly audits, providing critical coaching / feedback, and attending multiple core training classes to further develop solid management skills and abilities.

         actively participated in corporate-based citistars and citistyle committees.


acting unit manager (2003)

         utilized broad scope of industry and professional services knowledge toward monitoring calls to include promptly responding to diverse client concerns, effectively resolving key business challenges, and coaching employees on proper communications techniques.

         demonstrated strong interpersonal relations proficiencies toward handling escalated supervisory calls as necessary.


billing dispute recontact associate (2001 c 2004)

         organized and delivered comprehensive training programs for new hires on bdu processes to include developing, implementing, and maintaining high-quality standards for all associates to provide consistency with billing procedures.

         ensured compliance with set handle time and adherence goals to guarantee seamless business operations at all times.


additional professional roles held prior to 2001



education and technical proficiencies


bachelor s degree in business administration (in progress)                                                                                         capella university

associate s degree in business administration                                                                                                                    sawyer school


tcs • esp • rta • ews • nice • magellan • division monitor • peoplesoft • cognos • microsoft office suite

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