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

(xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

productive team leader eager to contribute dynamic operations, sales management, strategic planning, staff development/supervision, p&l and financial control skills in a senior executive call center management assignment.

career profile

ø  b.s. degree.

ø  career built in roles of increasing authority and responsibility.

ø  over 20 years of solid experience in all phases of management, sales/marketing, unit operations and personnel direction.

ø  particular expertise in call center operations, both domestic and offshore.

ø  exceptional capacity in increasing sales revenues and market share.

ø  demonstrated competence in p&l, help desks, consulting and technical support.

ø  outstanding track record of improving employee retention and reducing turnover.

ø  expertise in recruitment, training and development of effective teams in multiple call centers.

ø  adept in team supervision, leadership and motivation.

ø  knowledgeable in administrative procedures, policy implementation and unit turn-around.

ø  proven capacity to integrate new technologies to maximize productivity and profitability.

ø  excellent capacity in prioritization, problem solving and effectiveness in fast-paced environments.

ø  well-organized multi-tasker with exceptional interpersonal skills.

professional experience

ascension capital group                                                                                                             most recent

coo

       initially recruited in 2003 to direct operations for this bankruptcy servicing company providing chapter 7 & 13 bankruptcy processing for financial institutions.

       tasked with protecting financial institution collateralized assets.

       planned and implemented annual budget.

       rolled out highly successful service quality unit.

       initiated well-received employee incentive offerings.

       achieved 100% company growth in three years.

touchstone communications                                                                                                         2001 - 2003

president/founder

       planned and started up this offshore call center development venture.

       oversaw all operational aspects including strategic planning, marketing, finance and contractual arrangements.

       provided clientele with full-life-cycle project management for call center development and implementation.

associates first capital/citigroup                                                                                                  1990 - 2001

executive vice president (1994-2001)

       assumed key p&l role for new oil card initiatives.

       delivered #1 worldwide posting for card volume and receivables.

       successfully captured such clientele as amoco/bp, exxon/mobil, phillips, citgo, texaco and shell.

       key mover and player in contract negotiations.

       orchestrated operations for multiple call centers with over 2,000 employees.

       two-time recipient of associates service excellence award based on malcolm baldrige award criteria.

earlier background

prior to 1994, served associates first capital as senior vice president, consumer division, overseeing consolidation of national collection centers to central dallas location.  initial career assignments as vp/avp, citigroup, managing multiple collection centers. 

 

education

buffalo state university, buffalo, ny

bachelor of science, industrial arts