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






well-rounded business professional offering versatile background in administration, customer service and operations eager to contribute talents toward supporting a dynamic organization in maximizing performance.




career profile

ø  over ten years of successful business background.

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

ø  highly capable administrator.

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

ø  deliver exceptional customer service.

ø  knowledgeable in business unit operations.

ø  manage document origination and reports.

ø  contributor in critical process improvement.

ø  comprehensive understanding of business and operations management.

ø  provide effective support to business management.

ø  adept in relationship development and facilitating repeat business.

ø  proven accomplishments in coordination, strategic planning and project management.

ø  track record of ability in ms office suite, privacy guard and other advanced business software applications

ø  notable coordinator and facilitator.

ø  highly motivated self-starter.

ø  flexible and adaptable to rapidly changing circumstances.

ø  pharmacy technician certification.



professional experience

affinion group, formerly trilegiant, westerville, oh                                                                      2004 c present

workforce analyst (2005-present)

       promoted to monitor, maintain and track real time volume of inbound call traffic.

       effectively distribute calls based on staff availability.

       review forecasted volume and available staff to schedule efficient coverage.

       meet acceptable service levels on a consistent basis.

       oversee intraday analysis of calling demand while adjusting demand ratios as needed.

       monitor/adjust staff resources to meet inbound demands and outbound performance goals.

       attain efficient allocation of inbound call traffic for maximum efficiency and sales penetration.

       track call volume for multiple centers on a global basis.

       orchestrate agent payroll formulation in an accurate manner.

       skilled in multitude specialized systems and call center tracking technologies.



- continued -

yyyyyy x. yyyyyy

page two






retention specialist/administrative assistant (2004-2005)

       advanced to administrative assistant to aid senior management in project completions.

       served as retention specialist to expedite membership services.

       aided baselining as necessary.

       delivered floor coverage while monitoring sales representative performance.



j.c. penney, various locations                                                                                                      2001 c 2003

customer service associate, columbus, oh (2002-2003)

       tasked to deliver exceptional customer service.

       facilitated achievement of revenue quotas for a top-selling department.



service corridor associate, steubenville, oh (2001-2002)

       recruited to provide customer service for catalog department.

       assisted with help desk functions.




earlier background

prior to 2001, served as instructor, toronto high school, toronto, oh, and data entry operator, bank one/first data, toronto, oh.  in these assignments, developed outstanding it, organizational, communications, training and problem solving skill sets.





columbus state community college, columbus, oh

pharmacy technician certification, 2005


currently pursuing bachelor of science, psychology, and maintain a 3.8 gpa.

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 an administrative management capacity 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 over ten years of successful business background in a wide array of assignments.  to complement this background, i possess demonstrated expertise in workforce analysis, call center operations, customer service and achieving revenue objectives as well as strong analytical, 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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