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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

driven professional seeking a challenging position in customer service management, where expertise in client services, employee management, and customer accounts will prove instrumental to company success.




  • offer over six years solid and progressive experience, including expertise within client account support, management, and customer service capacities.
  • excel in recruiting, building and leading top-performing, client-focused staff of over 30; able to implement feedback on developing employee strengths.
  • capable of staying focused and maintaining a calm demeanor in high-pressure situations while exhibiting high quality, diplomatic customer and client services interaction both in person and via telephone.
  • dynamic communication, presentation, negotiation, and relationship management skills.
  • consistently ensured delivery of quality customer service vital to sustaining and growing accounts.
  • adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-building techniques.
  • apply sharp problem-solving proficiencies, intelligent business acumen, and cost-effective strategies, along with exceptional written and verbal communication skills, to customer service environment.
  • skillful at performing independently or within a team to exceed all operational goals and objectives.
  • technical expertise interminal emulation, omni ii, sabur, customer satisfaction super station, avaya, fast data web, iex, credit on-line, microsoft word, microsoft outlook, microsoft excel, microsoft powerpoint and image view.


                           professional experience                         


bank of america                                                                                                                                                2002 c present

national escalation team, 2006-present

ø  successfully manage supervisory calls and correspondence concerning potential fraudulent accounts.

ø  professionally coach staff on appropriate corrective action regarding legitimate customer usage.

ø  act as supervisor when needed; effectively develop and implement regional contest promoting staff motivation.


senior fraud analyst, 2004-2005

ø  consistently facilitated team education, ensuring awareness of department policies and fraud trends.

ø  successfully reviewed and investigated potential account loss to maintain company revenue.

ø  advised on risk management procedures to improve losses and reduce expenses.


customer satisfaction account manager, 2002 c 2004

ø  successfully provided quality customer interaction through account troubleshooting and telecommunication support.

ø  consistently anticipated customer needs in multitude of marketing genres to ensure company success.



university of phoenix                                                                                                                                          2007-present

bachelor of arts degree in business management

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