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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone-Daytime/Evening: (xxx-xxx-xxxx  

Email Address: abc@xyz.com

SSN: XXX-XX-4762

Country of Citizenship: United States

Veterans Preference: N/A

 

Job Announcement:         #10-004
Position Title:                      Human Resources Specialist (TCF Intern)
Series & Grade:                  GS-0201-9/9

 

Core Competencies

 

Human Resources, Personnel, Recruitment, Interviewing, Placement, Employee Relations, Training & Development, New Hire Orientation, Equal Employment Opportunity, Employment Law, Regulatory Compliance, Team Leadership, Group Facilitation, Workflow Planning/Assignment, Performance Evaluation, Operations Management, Administrative Management, Program Development/ Implementation, Policies & Procedures Development, Training and Operational Materials Development, Data Gathering, Data Analysis, Problem Solving, Reporting, Presentations, Project Administration, Strategic Planning, Time Management, Verbal Communications, Written Communications, Collaborative Teamwork, Interpersonal Relations, Customer Relations, Customer Service, Computer Proficiency, Bi-Lingual (English and conversational Korean)

 

Professional Experience

 

April, 2008 C November, 2008

Leasing/Sales Consultant                                                          

Wasatch Property Management                                     

0000 xxxxxx xxxx , xxxx , xxxxx 00000                                     

Salary: $13/hourly

Hours per Week: 40

Supervisor: Donna Williams (Manager); Phonexxx-xxx-xxxx; Contact: Yes

 

Actively interviewed and consulted with prospective residents to gather and develop needs and qualifications data.  Thoroughly analyzed data and verified applications to determine eligibility and qualify prospective residents.  Proficiently prepared and processed complex lease documentation and related materials. 

 

Played vital role in driving business/revenue growth by delivering superior service and facilitating proactive resident relations; recognized as highest closer in office.  Selected for prospective management list for future career development in response to dynamic performance and leadership qualities.

                                

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Yyyyyy x. yyyyyy                                                                                                        Page 2 of 4

 

October, 2007 C February, 2008

Receptionist /Jr. Loan Processor                                            

The MILI Group, Inc. / MILI Corporation                          

2033 Howe Ave. #0000 xxxxxx xxxx , xxxx , xxxxx 00000                                                          

Salary: $15/hourly

Hours per Week: 20

Supervisor: George Thornock (Manager); Telephone: 408-594-0410; Contact: Yes            

 

Demonstrated strong communication and interpersonal relation skills as initial point of contact to clients, vendors and general public.  Delivered presentations as well as co-facilitated monthly meetings and special events.               

 

Consistently ensured quality and compliance of complex loan applications through thorough examination and verification of information.  Expertly reviewed and analyzed applicant financial status, credit, and property evaluations to determine eligibility for loans. Exhibited talent for comprehending, interpreting and explaining complex lending regulations and instructions as well as lending records, documents and procedures for non-industry populations.  Actively interfaced with vendors, including Sales and Underwriting professionals, to address inquiries and concerns throughout lending process. Efficiently coordinated and managed high volume of documents and multi-faceted projects.

 

November 0000 xxxxxx xxxx , xxxx , xxxxx 00000                                                         

Salary: $34,000/Annual

Hours per Week: 40

Supervisor: Kyu Jin Hwang (COO); Telephone:  925-984-9627; Contact: Yes                                

 

Steadily progressed with company in recognition of superior job performance, promoting from Customer Service Representative and Training Manager and culminating in serving as Customer Interaction Manager from January 2004 through May 2006.

 

As Customer Interaction Manager, successfully steered operations of multi-base, high-volume call center providing central administrative leadership and ongoing mentorship (internationally) of 7 supervisors, with accountability for personally handling management-level escalations and responding to formal complaints from Federal Communications Commission (FCC).  Worked with global centers across China, India and Philippines.  Proficiently established and implemented departmental policies, procedures and objectives instrumental to boosting bottom-line performance. 

 

Strategically planned, developed and administered work schedules to optimize use of budgetary, time and human resources.  Selected and assigned staff, with continued commitment to ensuring equal employment opportunity throughout hiring and promotion processes.  Effectively coordinated and facilitated new hire orientation programs crucial to building high-performance teams. Actively collaborated with team members in creating and producing monthly e-newsletter as a proactive tool for facilitating

Yyyyyy x. yyyyyy                                                                                                        Page 3 of 4

 

communications and solid employee relations amongst global call centers.  Recruited to serve as Training Manager for YuVO communications launch supporting explosive growth within the VOIP market; successfully developed and implemented entire training module.

 

In earlier position of Training Manager, successfully created organization-wide training manual.  Partnered with system developers in defining measures and/or indicators of system performance and determining effective corrective action plans for improving results in support of system end-user performance goals.  Closely monitored training needs and ensured accurate and timely execution of CSR education; facilitated classroom and hands-on training groups of as many as 18, with focus spanning product information, sales, customer service skills, and use of CRM system.


Spearheaded online customer service support training program for India center, playing key role in driving global market expansion.  Successfully revamped stagnant training program to substantially boost comprehension speed while simultaneously streamlining to eliminate redundancies; set standards for the Department.
  

Education

 

Bethany University - Scotts Valley, CA 95066

Degree: Bachelor of Arts

Major: Multicultural Studies        

Minor: Business and TESL (Teaching English as a Second Language)

Earned: May 2001

GPA: 3.3/0000 xxxxxx xxxx , xxxx , xxxxx 00000

Degree: N/A C completed 2 quarters

Business Courses: Business Law, Spreadsheet Application, and Keyboarding  

GPA: 3.9/0000 xxxxxx xxxx , xxxx , xxxxx 00000

Degree: N/A C completed 5 semesters

Studies: General Undergrad Courses

GPA: 3.8/0000 xxxxxx xxxx , xxxx , xxxxx 00000

Degree: N/A C completed 1 semester

Studies: General Undergrad Courses including Critical Thinking

GPA: 4.0/4.0 scale

 

Specialized Training/Professional Development

 

Sacramento State University (Office of Continuing Education) - Sacramento, CA 95819

Certificate: Human Resource Management, February 2010    

GPA: 4.0/4.0 Scale

 

Yyyyyy x. yyyyyy                                                                                                        Page 4 of 4

  

Awards/Honors

 

Deans List, 1993-1996, 1998, 2000, 2001

Presidential Scholarship

Oscar Fox Scholarship

Sacramento Korean for Improvement of Professional Awareness Scholarship (first female recipient)

Omega Psi Phi and Delta Sigma Theta Scholarship     

 

Technical Proficiencies

 

Microsoft Windows; Microsoft Office; Type 65 wpm
 

Professional Affiliations

 

Member, Sacramento Area Human Resources Association (SAHRA); Team Member, Mentor Program                    

Community/Volunteer Activities

 

Active Volunteer/Member, Oasis Christian Missions Center; facilitate annual fundraising event

Volunteer, Led 6-member youth team in humanitarian efforts benefiting the poor and underprivileged of Fiji Islands

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone-Daytime/Evening: (xxx-xxx-xxxx  

Email Address: abc@xyz.com

SSN: XXX-XX-4762

Country of Citizenship: United States

Veterans Preference: N/A

 

Job Announcement:             #10-004
Position Title:                        Human Resources Specialist (TCF Intern)
Series & Grade:                    GS-0201-9/9

 

 

KSA Responses

 

1) Knowledge of the laws, and other pertinent regulatory guidelines relating to the major functional specializations of personnel (classification, recruitment and placement, management-employee relations, training and development) and the ability to interpret and apply the same.

Through academics and professional development as well as hands-on experience, I offer a solid knowledge of broad-scope regulatory guidelines governing diverse areas of personnel as well as the ability to effectively comprehend, interpret and apply these standards.   I recently earned a Certificate in Human Resource Management through Sacramento State University, with studies including a solid focus on regulatory issues and employment law.  

 

Additionally, I am presently working with a mentor through a local branch of the Society for Human Resource Management (SHRM), the Sacramento Area Human Resources Association (SAHRA), in preparation for PHR Certification.  On a weekly basis we meet to review and discuss a large range of Human Resource topics.  We have thoroughly addressed details of employee labor laws spanning FMLA, Paid Family Leave and Disability Leave, among others, as well as related employee and labor relation, training, hiring, and interviewing issues. 

 

Complementing these qualifications, I offer several years of practical experience in employment law and regulatory compliance gained through my progressive career with Nextfocus, Inc.  Promoting from Training Manager in 2004, I took on a leadership role as Customer Interaction Manager, where I was responsible for setting departmental policies and procedures, including those impacting human resources.  In this capacity, I actively applied Equal Employment Opportunity (EEO) guidelines toward hiring, assigning and promoting staff.

 

 

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Yyyyyy x. yyyyyy                                                                                                        Page 2 of 4


2. Ability to effectively communicate orally with people of varying backgrounds and ranges of understanding.

 

Both my academic and professional background clearly demonstrates a talent for orally communicating with broad populations across varied cultures, professional levels and ranges of understanding.  Academically, I offer a Bachelor of Arts in Multicultural Studies, with a minor in Teaching English as a Second Language (TESL).

 

In my more recent positions within the property leasing as well as financial services/lending industries,  I effectively consulted with broad populations to define their needs and gather critical data supporting eligibility for property leasing and lending.  In additional to working with our clients, I also actively interfaced with vendors and strategic partners to facilitate business.

 

During my tenure with Nextfocus, Inc., 2001-2006, my positions required extensive verbal communication with a variety of populations.  As Customer Interaction Manager, I was responsible for the collaborative facilitation of international operations across global centers in China, India and the Philippines, as well as the United States, and worked closely with supervisors at multiple locations to achieve our objectives.  I successfully led new employee orientation programs and worked with a broad range of personnel across the global community. I was also the key point of contact to the Federal Communications Commission (FCC) in responding to and resolving any formal complaints, as well as primary troubleshooter for any escalated management issues.  During this time, I was tapped to assume additional responsibility of Training Manager in charge of spearheading training initiatives supporting the launch of a new YuVO communications program instrumental to boosting our presence in the VOIP market. 

 

While with Nextfocus, I held an earlier position of Training Manager, again requiring the ability to effectively communicate verbally with diverse populations.  I steered both classroom and hands-on training groups of as many as 18 participants, effectively communicating a vast range of topics including product information, sales, customer service skills, and CRM system operations. Clearly demonstrating my communication talents, I was able to significantly improve trainee comprehension speed by revamping an ineffective existing training program. I also effectively communicated with our system developers in a collaborative effort to define and address system-wide end-user issues for enhanced performance.  Of note, during this time I steered the online customer service support training program supporting the establishment and development of a center in India, illustrating my diversity and adaptability in communicating with  broad populations. 

 



 

 

 

Yyyyyy x. yyyyyy                                                                                                        Page 3 of 4

 

4. Ability to independently gather, organize, and analyze data in order to recommend problem solutions or provide information for reports and present such in a clear, understandable, timely (meeting deadlines) manner

Throughout my career, particularly in managerial roles, the ability to independently generate coordinate and analyze data for problem solving and reporting coupled with a talent for facilitating clear communications and managing projects to meet critical deadlines has been vital to excelling. 

 

This is most clearly illustrated in my position as Customer Interaction Manager with Nextfocus, 2004-2006, where a large portion of my job, from 10%-15%, was to effectively address and resolve complex escalated issues in time-sensitive situations.   As an example, on one occasion I discovered that invoicing for approximately 9K customers of a major client had never been mailed and associated statement files for an entire billing cycle were unaccounted for, resulting in these accounts incorrectly going to collection for outstanding balances.  In the initial stages of gathering information, I determined this was a result of a multi-faceted problem ranging from lead team members neglecting to inform me to technical issues resulting from a bug that had unknowingly entered our system while software engineers at our India center were creating new class codes supporting language used for invoice printing.  Upon defining the scope of the problem, I initiated an urgent team meeting via Yahoo Instant Messaging Conference and debriefed teams on the situation. I then facilitated mailing of bill inserts to all impacted customers, successfully reducing the number of inbound calls that would have resulted had we simply mailed out the invoices without explanation of the delay in invoicing.  As back up, I also drafted quality scripts for Customer Service Representatives to use as dynamic tools for responding to any customer inquiries. I then collaborated with the Collections Manager and System Developers to remove all affected accounts from the Collections Management System to circumvent impending outbound collection calls.  Supporting this solution, I also assigned local staff to contact customers to address any needs for further clarification.  I additionally consulted with peers to determine preventative measures for avoiding future issues of this nature, and subsequently implemented global-wide system changes.  As a result, customers relations were improved, receivables were collected, systems were enhanced, and an overall increase in efficiencies between cross-functional departments was accomplished.

 

 

Yyyyyy x. yyyyyy                                                                                                        Page 3 of 4


5. Ability to develop training materials, instruct and lead a group of people on a particular subject matter.

 

I offer extensive experience in developing training materials as well as steering both group and hands-on training programs, and held the title of Training Manager for Nextfocus from 2003-2004 prior to promoting to Customer Interaction Manager, where I continued to have responsibility for training initiatives from 2004-2006. 

 

In this capacity, I spearheaded training initiatives for both US and global teams, from non-exempt employees to senior-level managers.  While there, I successfully planned and coordinated all in-house customer service training programs, including creating all training manuals for the entire Customer Service Department, and actively partnered with subordinate Supervisors in delivering results-driven training programs instrumental to supporting and achieving corporate objectives.  This included defining individual and group training needs ad developing optimal instructional procedures/methodologies incorporating group instruction, demonstrations, simulated exercises, role playing sessions, and computer-based training as well as oral presentations.  Demonstrating my versatility, I launched and facilitated training in areas ranging from product information and sales to customer service skills and CRM system operations.

In support of launching our India profit center, I successfully led an online customer service support training program that was instrumental to building a high-performance international team.  Similarly, as Training Manager for a special project focused on expanding our positioning in the VOIP market, I played a vital role in our YuVO communications rollout by developing and implementing an entire training module customized to the needs of this program.

 

Earlier as a Customer Service Representative with Nexfocus, 2001-2003, I was hand-selected to serve as Lead Trainer, with accountability for driving full-scope training initiatives for a team of 10 minimal English-speaking Customer Service Representatives at our China facility.  I was able to effectively adapt existing training materials to address the challenges of training this unique population, and as a result of my success in this endeavor, was immediately promoted to the Training Manager position.


Complementing this, as part of my Training and Development course at Sacramento State University, I successfully created a high-level, real-life training strategy targeted toward large tasks and major decisionmaking processes and requiring multiple stages of training.  To accomplish this, I developed components including Planning, Organizing, Leading and Controlling (for monitoring and measurement of ROI), and resourcefully included an in-class mini mock training event for practical application of the training program. 

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