Yyyyyy x. yyyyyy                    0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx                                                                                   abc@xyz.com

 

Career Objective                                                                                            

Accomplished call center professional eager to contribute dynamic management, client servicing and interpersonal relation skills toward actively supporting a progressive organization in optimizing operational performance as a key staff member.

 

Profile                                                                                                              

Ø  Offer extensive experience in the call center environment, with comprehensive management and customer service background.

Ø  Effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

Ø  Proactively develop and direct motivated teams and create a collaborative environment conducive to achieving operational goals and timelines.

Ø  Proven value and dedication as a team member, as demonstrated by longevity and progression throughout career.

Ø  Exceptional ability to research and evaluate industry trends and use findings toward designing and executing innovative strategies.

Ø  Dynamic communication, presentation, relationship building and problem-solving abilities.

Ø  Excel at interacting with broad populations including senior management and staff as well as clients and external contractors.

 

Professional Experience                                                                               

Semperian (owned by GMAC)                                                                                        2006-Present

Workforce Analyst, Customer Service Call Center Team

  Promoted to contribute solid industry expertise and dynamic customer service skills in servicing GMAC and third party company accounts, with full accountability for supporting domestic and offshore call centers including approximately 1,000 staff members. 

  Conduct comprehensive review and analysis of daily operations to identify and implement strategies to optimize efficiency, productivity and profitability.

  Proficiently steer daily and monthly reporting, as well as forecasting call volume supporting enterprise-wide operations and sending staffing requirements to all sites. 

 

GMAC                                                                                                                          1996-2006

Team Member, Katrina Command Center - Troy, MI (2005-2006)

  Integral team member in actively assisting customers affected by hurricanes Katrina and Rita.

  Successfully promoted superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation.

Post Bankruptcy Representative, Troy Asset Recovery Center - Troy, MI (2004-2005)

  Applied detail-oriented and multitasking abilities toward managing a portfolio of approximately 2,000 accounts in post bankruptcy status. 

  Effectively coordinated and monitored accounts that were discharged bankruptcy and steered repossession and sale of vehicles.

Recovery Agent, Denver Asset Recovery Center - Golden, CO (2003-2004)

  Exhibited strong leadership qualities in managing a portfolio of accounts specializing in skip tracing and locating hard-core skip accounts.

  Determined recovery potential through extensive research and analysis of online websites including credit bureaus, Department of Motor Vehicles and other internet sites, illustrating solid analytical talents in achieving goals and timelines.

Post Bankruptcy Representative/Bankruptcy Representative, Denver Post Bankruptcy Department - Golden, CO (2002-2003)

  Relied upon for industry expertise as a key member of Post Bankruptcy team since inception in 2002.

  Resourcefully oversaw a portfolio of accounts that had filed a Chapter 7, 11 12 or 13 bankruptcy.

  Spearheaded vehicle valuations and attorney negotiations, with strong focus on optimizing company s best interests and reducing potential for loss.

 

 

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GMAC                                                                                                                          1996-2006

-Continued-

Bankruptcy Representative, Denver Bankruptcy Center - Golden, CO (2001-2002)

  As a member of the New Accounts Team, facilitated diverse activities ranging from account file setup and coding to insurance verification and document orders.

Customer Service Representative, Administration Department, Orlando GMAC - Orlando, FL (1999-2001)

  Supported diverse administrative activities in the Leasing Department including account terminations, recall checks, product complaints and lease buyouts, contributing strong multitasking skills in achieving operational goals and timelines.

Customer Service Specialist, Leasing Department Dallas Admin. Center & Kansas City FSO GMAC (1997-1999)

  Directly oversaw the maintenance of lease files for five states, with full accountability for handling Insurance, Registration, Summons, Recall follow up, Repossessions and Redemptions.

Customer Service Specialist, Customer Service Center, Raleigh GMAC (1996-1997)

  Applied dynamic communication and customer service abilities toward serving as first point of contact, responding to customer inquiries and quoting payoffs, taking an average of 100 calls per shift.

 

Additional employment history and information available upon request.

 

Education & Professional Training                                                            

Bachelor of Arts Degree in Social Work - Eastern Kentucky University
Associates Degree in Liberal Arts - Corning Community College
Software Training - Aspect (Las Vegas, NV), 2006; 5 day seminar
Seminar - SQM (Toronto, ON), 2007

PC Certification, 2001