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





results-driven leader with expertise in operations, personnel management, policy implementation and training eager to contribute talents toward optimizing organizational performance.


career profile

ø  over 11 years of experience in operations management, personnel supervision, documentation, customer service, problem-solving and analysis, testing and evaluation.

ø  results-oriented with emphasis on obtaining full utilization of resources to achieve organizational goals and objectives.

ø  recipient of numerous awards for exemplary performance.

ø  strong leadership abilities in directing operations in a challenging environment.

ø  b.a., sociology and upcoming project management certification.


professional experience

washington metropolitan transit authority, washington, dc                                               2007 - present

customer information supervisor

       oversee, coach and evaluate staff of 46 employees.

       ensure compliance with authority policies and satisfaction of customers.

       revise and administer organizational training materials for personnel development.

       established well received reward program to acknowledge employee achievement.


the washington post, washington, dc                                                                                 1999 - 2007

pagination department assignment coordinator (2001-2007)

       managed team of ten employees at this major news media outlet.

       assisted with design and construction of disaster site to ensure newspaper production in emergency.

       developed standards of operations for pagination staff and assisted members with work assignments.

       corrected inefficient filing system, leading to fewer billing adjustments.

       coordinated with several advertising groups to resolve problems and complaints.

       promoted to this position of responsibility after six months as paginator.


senior advertising service representative (1999-2001)

       managed credit problems, account balances and billing inquiries for 400+ accounts/agencies.

       provided customer service and received customer service excellence award in 2000.

       tested new billing system and promoted to this position after six months as advertising service representative.




yyyyyy x. yyyyyy

page two




university of maryland, college park, md

bachelor of arts, sociology


georgetown university, washington, dc

currently enrolled in project management certificate course


professional development

americans with disabilities act sensitivity training, 2010

extraordinary customer care - great connections, 2010

microsoft project training, 2010

managing within the law - religious discrimination and equal employment opportunity laws, 2009

drug and alcohol reasonable suspicion training, 2008

challenge of leadership for supervisors, 2008

civil rights & diversity training, 2008

americans with disabilities act sensitivity training, 2008

society for human resource management certificate course, 2008



community involvement

volunteer as volunteer boys basketball coach for long branch athletic association coaching 7th-12th grade boys in team sports and good citizenship

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