career objective                              

results-driven call center operations and performance director and six sigma black belt eager to contribute outstanding leadership skills, aptitude for problem-solving, and sharp business acumen towards supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer more than 10 years of progressive experience in call center operations management, with expertise in implementing copc, gos, and six sigma methodologies to improve bottom-line performance and operational quality across multiple locations

ø  work closely with clients to identify individual needs and define requirements, develop infrastructure tools and core curricula, manage invoicing processes and p&l, conduct detailed audits, and introduce process improvements to provide operational excellence and consistency

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; build, train, and lead top-performing support teams and create a learning culture

ø  proactively monitor key performance indicators to ensure timely and accurate servicing in high-production settings

ø  promote client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  exceptional communication, presentation, negotiation, and relationship management skills; sharp business acumen and solid record of achieving corporate goals

ø  strong technical proficiencies including complicated formulas in microsoft excel

 

                                                                       ~ key achievements ~          

• in recognition of outstanding performance, steadily progressed within sitel corporation to attain ultimate position as regional performance director, entrusted with managing 1000+ north american and 2000+ offshore personnel and driving operations at 6 locations for 18 major clients
• pioneered numerous six sigma initiatives to improve overall performance; achieved 20% reductions in three distinct kpis:  average handling time (aht), call back rate (cbr), and associate attrition rate
• implemented six sigma methodologies to increase customer retention rate by 15%, revenue per call (rpc) by 15%, and customer satisfaction (csat) by 10%
• successfully launched new operations for clients in ontario and tennessee; continuously maintained all-green kpis; hired approximately 400 associates for new ontario site
• acquired an additional 300 seats by aligning philippines-based operation with north america performance and oversaw the recertification of process adherence
• conducted thorough global operations system audits for 6 north american sites; identified and analyzed gaps to develop action plans to resolve any inconsistencies
• effectively designed, inst, and audited back office processing and collection business global operations systems
• directly trained and certified north america-based supervisors and oversaw the learning team in successfully completing core leadership training
• granted vision, passion, purpose global award for the best regional performance director (2009) 

relevant experience                        

sitel corporation, north america                                                                                                                        1999 c 2009

regional performance director (7/06 c 12/99)                                      

regional operations manager (8/05 c 6/06)                                             

site operations manager (11/04 c 7/05)            

call center supervisor (11/99 c 11/04)                                                 

call center l1, l2, and l3 agent (1/99 c 11/99)                                                                 

education                                           

university of medical sciences, tehran, iran                                                                                           1984

bachelor of science in medical laboratory technology

 

~ professional development & certifications ~

six sigma black belt (2009) ~ leadership academy trainer (2007) ~ business object application trainer (2005) ~ professional ms excel (1999) ~ network specialist diploma, cdi college of business & technology, toronto, on (1999) ~ certified netware 4.11 administrator (cna), novell company, toronto, on (1998)

 

 

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dear__________________:

 

i am currently seeking a challenging career opportunity in a insert specific job title capacity 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 10 years of experience managing all aspects of operations and performance for major call centers throughout north america and the world.  i have strong, hands-on experience driving key performance indicator improvements and am adept at converting intellectual theories and approaches into deliverable products by design and implementation of the core operations processes.  my unique blend of organizational, analytical, technical, and communication skills has consistently proven instrumental in my success at improving average handling time, call back rate, customer satisfaction, customer retention, associate retention, and revenue per call.  to complement this background, i hold a bachelor s degree and have completed substantive professional development, including six sigma black belt training.  additionally, i am available to work flexible hours and travel extensively. 

 

as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to insert company name, and look forward to interviewing with you in the near future.

 

sincerely,

 

 

 

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