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




seeking to utilize personnel development, orientation, documentation, administrative and customer service skills in a human resource management assignment actively supporting the employer in defining, integrating and launching innovative solutions to maximize operational performance.


career profile

ø  m.a., human resource management.

ø  b.a., organizational management.

ø  honors graduate.

ø  over ten years of successful corporate background in telecommunications sector.

ø  extensive training and development background.

ø  demonstrated leadership and facilitation skills.

ø  record of progression to positions of increasing authority and responsibility.

ø  expertise in all facets of employee development focused on advanced technology.

ø  proficiency in web-based training methodologies.

ø  skilled classroom presenter.

ø  knowledgeable in documentation, report origination and formulation of policies/procedures.

ø  proven ability in customer service delivery and issue resolution.

ø  strong focus on quality and meeting organizational objectives.

ø  outstanding capacity in planning, analysis and problem-solving.

ø  effectively interact with diverse groups and professionals at all levels.

ø  well-organized multi-tasker with strong detail orientation.

ø  proficient in advanced business software applications.



professional experience

alltel communications, little rock, ar                                                                                       1998 - present

wls technical support supervisor (2006-present)

         promoted to oversee 14+ technical support representatives resolving inquiries via telephone, e-mail, fax and 911 emergency situations.

         deliver customer troubleshooting assistance utilizing various applications, computer systems and effective questioning skills.

         facilitate daily coaching to meet individual/team goals focusing on prioritization of work flow.

         manage training, performance assessment and team recruitment.

         ensure customer retention during escalated interactions

         perform adjustment approvals for customer retention.

         selected for multiple internal video/commercials utilized for coaching/training.

         assumed responsibility as contest committee coordinator specializing in call center/employee morale building for 200+ employees.

         facilitate reduction of employee churn producing average company savings of $25,000 per employee.


wls customer service supervisor (2006)

       advanced to direct over ten customer service representatives.

       performed daily coaching to meet individual/team goals.

       spearheaded team training, performance management and recruitment decisions.

       enhanced customer retention during escalated customer interactions

      built employee morale for 60+ employees via activities, games and team building exercises.

      slashed employee churn delivering average company savings of $21,000 per employee.


yyyyyy x. yyyyyy

page two




lead sales service & employee development trainer ii (2001-2006)

       tasked to direct integrated right trak training for business/retail sales, and call center employees.

       facilitated classes of 30+ employees.

       delivered well-received executive training/management calibration sessions.

       directed start-up/launch of pre-paid call center in shreveport, la.

       coordinated training assignments in seven states.

       trained billing systems personnel during conversion assignments.

       administered international cross-training including alltel s new hire/customer service expectations.

       ensured attainment of policies/procedures for visiting rwandatel representatives of rwanda, africa.

       initiated formalized training for wls offline customer service support team.

       achieved standing as subject matter expert.

       developed advisement strategies for other work groups covering training issues.

       scheduled new employee orientation and training engagements for peer trainers.

       recruited and developed new trainers and targeted selection interviewer.

       acted as job fair recruiter covering resume reviews and candidate analysis.

       spearheaded facilitator-led computer-based training.

       participated in multiple internal video/commercials used for coaching/training purposes.

       successfully upgraded all training materials.

       assessed business processes to ensure current information is communicated to new hires.

       facilitated individual coaching sessions for representatives.

       ensured in-depth formal performance assessment for trainees before assuming duties.



earlier background

prior to 2001, served alltel as department lead and customer service representative.  in these assignments, built outstanding training, employee development, customer service, communication and problem resolution skill sets.




webster university

m.a., human resources management, date


philander smith college

b.a., organizational management, 2004

cum laude graduate

2003-04 dean's list scholar

national dean s list scholar

u.s. presidential scholar          



technology skills

microsoft office suite 2003/2007 (xp); virtuoso ii/cellware; aramageddon; exchange by mail(xbm) repair tracking inventory (rti); crossroads; brew; alpha view;  smart pay/comverse; e-pay; e-spa/fusion; checkfree/mobius; unity; all call viewer; delorme (street atlas), brightpoint; tnms; wtsi

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




cover letter text






hiring agent name


company name


city, state   zip code


dear                   :


i am currently seeking a challenging career opportunity in a human resource management assignment and am submitting my resume for your review.  in advance, i thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include a m.a., hr management, a b.a., organizational management, and over ten years of solid corporate hr and customer service background. to complement this, i possess expertise in training materials development, implementation and facilitation of effective training initiatives as well as recruitment, orientation and team building with strong problem-solving and managerial capabilities.  as an employee, you will find me to be an enthusiastic and disciplined 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 firm, and look forward to interviewing with you in the near future to further discuss my areas of experience and expertise that would be a contribution to your organization.









yyyyyy x. yyyyyy









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