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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx •


versatile professional eager to contribute comprehensive call center background toward actively supporting the employer in optimizing performance.




  • respected workforce administrator offering over 13 years of solid and progressive experience in call center operations, quality assurance and customer service capacities.
  • capable of staying focused and maintaining a calm demeanor in high-pressure situations while exhibiting high quality, diplomatic customer / client services interaction.
  • consistently facilitated a client-focused, service-oriented call center environment vital to maximizing customer satisfaction and retention.
  • adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-building techniques.
  • demonstrate strong abilities in handling multiple projects simultaneously, meeting tight deadlines, and working in a fast-paced professional environment.


technical proficiencies


iex totalview, kronos, nexus version 2.0, srs/par


professional experience


workforce operations administrator at&t/cingular wireless                                   2004-2010

  • sharp business acumen and experienced in managing broad scope of workforce operations, from scheduling vacation requests and scheduling training for managers/agents to processing agents shift trade and reviewing schedules for real time adherence.
  • effectively developed adequate staffing schedules to cover each 30 minute interval, while maintaining appropriate agent to manager ratio.
  • led the diagnosis of productivity issues within the call center environment, quickly identifying and implementing workable solutions.


customers service specialist at&t/cingular wireless                                                         2001-2004

  • consistently ensured delivery of quality customer service vital to sustaining and growing clientele base.
  • skillfully de-escalating external customers with billing/account inquiries, troubleshooting mobile equipment issues and processing payments to exceed call center statistics.

quality assurance coach damark international/clickship direct, inc.                              1997-2001

  • actively coached all call center associates on client service procedures, effectively monitoring calls to identify opportunities for improvement and increase skill performance.
  • consistently ensured total compliance of all calls to company protocol and customer service guidelines by conducting extensive test calls.
  • successfully implemented employee contests and incentive programs to increase overall call center performance.


professional education


coursework in business administration fayetteville technical community college                   1995

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx •











hiring agent name


company name


city/state/zip code




i am currently seeking a challenging career opportunity in a workforce administrator capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include experience in call center operations, quality assurance and customer service capacities. an examination of my credentials will confirm that i am a skilled professional who thrives in a challenging work environment. i am driven, independently motivated, and results-oriented. i enjoy a challenge and work hard to achieve success. it is my practice to operate within a strict conduct of professionalism and integrity with my clientele. to complement this background, i offer dynamic communication, organization, analysis, and relationship management skills.


as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.







yyyyyy x. yyyyyy


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