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





business professional and team leader eager to contribute strong operations, management, customer relations, human resource, communication and team building skills toward actively supporting the employer in optimizing operational and p&l performance.



career profile

ø  b.a. degree.

ø  over 19 years of highly successful business background.

ø  skilled in all facets of operational management in competitive call center environment.

ø  expertise in identification/resolution of customer issues/problems.

ø  outstanding strategic planner and forecaster.

ø  adept in all facets of daily scheduling, planning and supervision.

ø  effectively manage up to 200 staff personnel and ten supervisors.

ø  plan and direct operations budget of $10mm annually.

ø  knowledgeable in delivery of exceptional customer service.

ø  proven leader of highly efficient teams.

ø  facilitate training and employee development.

ø  outstanding project manager with strong knowledge of p&l, payroll, cash flow, benefits, inventory and facility maintenance.

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

ø  strong entrepreneurial and management abilities.

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

ø  proficient in advanced business software applications.

ø  extensive professional development and training.



professional experience

express scripts inc., albuquerque, nm                                                                                      1994 - present

call center senior manager (1999-present)

         promoted to perform direct supervision of operations management team.

         manage, develop and motivate ten contact center supervisors.

         initiate, plan and implement $10+mm annual budget.

         facilitate development and daily activities of over 200 patient care advocates.

         direct contact center daily operations including daily deliverables and kpm maintenance.

         originate annual performance evaluations and compensation determinations of leadership team.

         deliver measurement/management of all call center performance goals and financial guarantees.

         conduct in-depth business volume forecasting/budgeting with focus on cost reduction and operational improvements.

         lead site recruitment operations to ensure achievement of personnel force levels.

         develop and cultivate positive working relationships with existing customers and prospective clients.

         drive business retention and new client implementation covering site tours and quarterly performance reviews.

         effectively coordinate with leadership at multiple company sites to assure compliance with corporate policies/procedures.

         interact with client implementation department and account management to deliver timely, effective implementations of new business relationships.


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yyyyyy x. yyyyyy

page two



         initiate and roll-out efficient service level parameters producing client/customer satisfaction.

         effectively coordinate with hr, i.s., facilities and finance departments to ensure positive and effective working relationships with call center personnel.

         contributor to key corporate decisions affecting new system applications/enhancements to existing databases and systems, global communications, training and measurement.



asc team supervisor (1997-1999)

       advanced to assume responsibility for daily management of call center associate support center (asc).

       orchestrated development and implementation of quality assurance guidelines.

       directed qa coaching, motivation and team feedback delivery.

       key player in development, maintenance and measurement of team goal-setting process.

       administered tracking and monitoring of team key performance measurements (kpm) on a monthly, quarterly, and annual basis with focus on fte calculations, csl, pch, cph and unit cost comparisons.



earlier background

prior to 1997, served express scripts.valuerx as a call center supervisor, prior authorization associate and customer service associate.  in these assignments, built outstanding supervisor, team leadership, customer service, benefit administration and communication skill sets.




university of new mexico, albuquerque, nm

bachelor of arts, sociology, 1992



professional development

leadership 2000 by zenger miller:  

resilience in the workplace, navigating change, achieving meeting results

civil treatment for managers

pharmacology 101

ddi c foundations of leadership

ddi c coaching for success

behavioral interviewing

franklin-covey cleadership: great leaders, great teams, great results (certified to facilitate)

franklin-covey: the 7 habits of highly effective people

franklin-covey: the 7 habits of highly effective managers

embedded quality











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