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career objective
results-driven finance and business operations director eager to contribute superior analytical, project management, and customer service skills toward supporting the employer in optimizing corporate profitability
profile
ø offer numerous years of progressive experience, with expertise in operational management, financial analysis and budget administration, call center management, and business development
ø develop performance management tools and proactively monitor metrics to continually identify areas for improvement and create actionable solutions
ø institute aggressive resource planning programs including cost controls, organizational management strategies, and automations
ø facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention, increasing revenues, and expanding market share
ø demonstrated record of leading highly productive on-site and remote cross-functional support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs
ø dynamic communication, presentation, negotiation, and relationship management skills
~ key achievements ~
in recognition of outstanding performance, granted numerous awards including customer experience award (2008), excellence award (2005, 2004). national operations support award (2004), regional teamwork awards (2000, 2001, 2002, 2003, 2004), market development national award (1999), gte chairman s leadership award (1997), outstanding team performance channel award (1997), and circle 100 sales award (1992, 1993, 1994,1995)
established north central finance operations team; increased self-serve by 8% and improved net bad debt by 5%
created and developed companywide frontier transition plan assessment criteria
as national customer service director, developed executive complaint center process and metrics, conducted root cause analysis, implemented best practices across multiple lines of business, and reduced executive complaints by 6%
generated $1m in cost savings by collaborating with it department on designing new complaint management system
pioneered major operational improvements responsible for increasing customer advocacy center productivity by 43%, reducing expenses by 11%, and lowering complaints by 6% year over year; additionally grew fcc met from 66% to 100%
created regression predicative dispatch model and 10 best practices adopted companywide
implemented 14 operational improvement initiatives leading dispatch center to attain #1 ranking and highest successful customer contact rate in the company
as director of field dispatch operations, generated $611k in annual savings with dispatch reduction program, achieved all puc objectives, reduced automatic customer credits by $220k, managed operations at 17% under budget, and boosted customer contact rate by 15% to 95%
increased customer contact perception by 5%, field productivity levels by 15%, and yoy expense performance by $15m by introducing broad ranging business improvement initiatives as manager of north central region operations support; ranked as best in nation (2004)
education
indiana wesleyan university, fort wayne, in anticipated graduation insert date
studies toward master of business administration
purdue university, krannert school of management, west lafayette, in 1990
bachelor of science in management
~ professional development ~
senior leadership program for professional women, rutgers university, new brunswick, nj 2008
continued
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professional experience
verizon, fort wayne, in 1992 c present
director c finance operations & director c pmo (2009 c present)
perform a broad range of program management functions and serve as subject matter expert for finance operations, business/wholesale operations, real estate, supply chain, and four other departments
expertly administer $37m budget and oversee geographically dispersed team of 326 employees responsible for collections and accounts receivable ($730m), accounts payable ($2.4b), and payroll ($500m), as well as remittance, fraud/high toll, and bill and revenue assurance
director c national customer service (insert dates)
cost-effectively oversaw $12m budget and managed numerous regional and executive complaint centers responsible for supporting 140 million customers nationwide
director c customer advocacy centers (2006 c 2009)
in addition to successfully operating nine customer service call centers, played a key role in union contract negotiations, interdepartmental issue resolution, regulatory compliance, and public relations
director c field dispatch operations (2005 c 2006)
maintained shared accountability for $117m budget sustaining centers in five states with 1500 technicians supporting 3 million residential, small business, large business, and wholesale customers
manager c region operations support (2002 c 2004)
proficiently directed 14 employees and oversaw all reporting and metrics, customer service project implementation, installation and repair service delivery programs, infrastructure, customer satisfaction, and revenue retention for the $2.6b north central region
specialist c region operations support (1999 c 2002)
specialist c marketing (1997 c 1999)
account executive c business sales (1992 c 1997)
~ additional experience ~
women s association for verizon employees
mentoring director & advisor (2008 c 2009)
president (2007)
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