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yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000

(xxx-xxx-xxxx

abc@xyz.com

 

career objective                              

results-driven customer service specialist eager to contribute exceptional organizational, communication, and team -building skills toward actively supporting the employer optimize sales and staff performance

profile                                                

ø  numerous years of customer service experience, with extensive human resources and staff development background

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated customer issues

ø  coordinate complex schedules to support global operations; consistently achieve critical deadlines and corporate goals while maintaining high quality standards

ø  recruit,  train, and direct highly effective customer service teams; administer performance reviews

ø  develop and implement business improvement plans; establish expectations, prepare agendas, design and source appropriate training materials, conduct workshops, assess participant progress, and follow up on application and staff performance

 

~ technical proficiencies ~

microsoft office (word, excel, powerpoint, access, outlook) ~ lotus ~ word perfect ~ tcs ~ iex

professional experience                

bank of america, jacksonville, fl                                                                                                         7/98 c present

operations analyst / workforce management officer

  • direct all aspects of global call center operations to ensure optimal levels of productivity, customer satisfaction, and corporate profitability
  • oversee scheduling for more than 400 associates and managers; coordinate permanent schedules, vacations and leaves of absence, staff training sessions, and team meetings
  • actively monitor cms to track agent performance and actual telephone time; work closely with team members to continually improve skills
  • collaborate with  senior management and call center managers to respond to changing business needs; generate detailed schedule adherence, absence time, weekly volume, and aht comparison reports

 

first union bank, jacksonville, fl                                                                                                          6/94 c 7/98

human resources / trainer / customer service representative

  • accurately administered payroll for 400 employees; researched issues, corrected errors, identified suspicious patters, and prepared timekeeping reports
  • served as trainer and mentor for new representatives in busy call center environment; provided guidance regarding operational procedures as well as client relation techniques
  • evaluated employee performance throughout probationary period and reported to senior management on findings
  • delivered exceptional customer service and promoted high retention levels

 

applebee s restaurant, jacksonville,  fl and raleigh, nc                                                                       1/88 c 7/94

certified corporate trainer and recruiter

  • performed a diverse range of functions including recruiting, hiring, and training all levels of staff and management in line with corporate mission and business needs
  • cost-effectively managed budget, staff scheduling, and operational expenditures

education                                           

st. aquinas junior college, nashville, tn

general studies

 

yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000

(xxx-xxx-xxxx

abc@xyz.com

 

 

date

 

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging career opportunity as a insert job title 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 extensive experience delivering exceptional customer service and staff training.  throughout my career, i have maintained a solid record of building, scheduling, and leading highly productive support teams that maintain excellent customer satisfaction levels.  i excel at managing large volumes of detailed data to ensure maximum productivity, efficiency, and profitability.  my dynamic communication skills have consistently proven instrumental in my ability to work with a diverse customer base and provide customized support in varied capacities.  additionally, i offer strong computer skills and the demonstrated capability to quickly learn new programs.  

 

i believe that the quality of my work is the basis of my reputation, and as an employee, you will find me to be a driven team player.  i am confident that i could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

 

sincerely,

 

yyyyyy x. yyyyyy

 

 

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