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yyyyyy x. yyyyyy

(xxx-xxx-xxxx •



results-focused leader specializing in driving business growth, building solid teams, providing world-class customer service, and cultivating a strong brand image with superior quality eager to offer 12+ years of experience toward maximizing an employer s bottom-line performance and overall productivity.



profile of qualifications


         top performer who excels at analyzing markets, identifying lucrative business opportunities, defining strategies for capturing new customers and developing existing clientele, and attaining solid leveraging in competitive territories.

         excellent communicator who builds productive relationships with peers, c-level executives, and business professionals.

         ambitious self-starter who plans, delegates, and manages teams within high-pressure, deadline-driven situations.

         out-of-the-box thinker who offers current knowledge of products, market / industry trends, and customer requirements.



key areas of expertise


operations management                           profit / loss responsibility                               client / customer relations

team building / training                         contract / vendor negotiations                         policy / procedure development

budget / expense control                         employee recruitment processes                    inventory control / supplies ordering



professional synopsis


verizon communications, irving, tx / coppell, tx                                                                                                         1998 c present


supervisor / hr planner workforce, development & performance management (2008 c 2010)

         apply dynamic leadership talents toward directing a top-performing team responsible for overseeing the setup of external technical training, including supporting tracking, distribution, balancing, and managing of $2,000 to $75 million in contract revenues from external training vendors via teds contract management modular to ensure accuracy.

         optimize workflow prioritization by scheduling all neny (new england / new york) customer center training activities such as securing training spaces, registering participants in classes, overseeing timely processing of class completions, ordering materials, and handling all logistics to assure seamless instructional operations at all times.

         solicit external contracted vendors for recommendations of skilled instructions for hire, supervise instructors, work directly with management to identify / assess training, and field business- and / or systems-related questions / issues.

         partner with staff to set up / schedule on-boarding and job-specific training, including liaising among external vendors to schedule new hire testing and forward new hire pass / fail / drop reports to directors, team members, and vps.


specialist workforce, development & performance management (2006 c 2008)

         directed the implementation, assignment, distribution, and tracking of workforce development / field-delivered courses, including assigning instructors, reviewing databases, running reports, and performing critical audits.

         contributed sharp analytical abilities toward evaluating processes and forms and making recommendations for improvements to meet the changing needs of the company, along with developing key internal policies and procedures.

         maximized operations efficiency by tracking, troubleshooting, and resolving system issues for end users, including accelerating to the appropriate departments to resolve problems and implement changes to enhance productivity.

         ordered and managed inventories of office supplies / equipment, and maintained quarterly expense reports of all purchases for cost / budgetary analysis, along with serving as back-up invoice processor for timely vendor payments.


analyst workforce, development & performance management (1998 c 2006)

         strategically steered the development of training process documents for internal use, including communicating with outside vendors to negotiate / purchase seats, balance / manage training credits, and discuss future needs.

         interfaced among clients to assure understanding of individual needs and align training with market requirements.

         supported instructors, coordinators, and delivery managers in completing surveys used to analyze / evaluate training classes and forms used for job enhancement; cross-trained facilitators, trainers, coordinators / managers on vendor scheduling and training practices; and communicated with management and staff regarding core issues.


additional customer service representative roles held with gte prior to 1998


education & professional development


m.b.a., human resources & international management                                        american intercontinental university

b.b.a., business management                                                                                                                     dallas baptist university

a.s., business administration                                                                                                         northwestern state university


human resource certification                                                                                                                                ecornell university

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