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yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

results-focused leader specializing in driving business growth, building top-performing teams, managing fast-paced environments, providing world-class customer service, and cultivating a strong brand image with superior quality eager to offer 15+ years experience toward maximizing an employer s bottom-line.

 

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profile of qualifications

 

         integral leader who makes decisions to reflect positively on corporate well-being and employee satisfaction, along with improving operations by enhancing staff productivity and morale via targeted development of performance initiatives.

         out-of-the-box thinker who fosters a cooperative working environment by conducting group meetings and individual reviews designed to facilitate valuable team building, improve communication measures, and encourage staff feedback.

         ambitious self-starter who plans, delegates, and manages teams within fast-paced, deadline-driven situations.

 

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key areas of expertise

 

operations management             team recruitment                          vendor relations                          events / meeting planning

training / development              business communications           workflow prioritization              client / customer services

 

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professional synopsis

 

aetna, inc. (formerly nylcare), largo, md                                                                                                                           1997 c 2003

 

customer service team leader (2001 c 2003)

         utilized broad scope of industry knowledge to direct a top-performing 16-member research, analyst, and administrative support team in handling high-volume response and resolution of health benefits issues and concerns.

         contributed strong communication skills toward proactively resolving complex and escalated disputes (via mail, internet, fax), along with managing staff in monitoring outbound call processing to meet and / or exceed key goals.

         coached and counseled staff on identified performance deficiencies and delivered recommendations for improvement, as well as mentoring new hires to guarantee compliance with company s established job standards.

         supported fax logging, distribution, and copying processes, and assured all calls were appropriately directed.

 

customer service manager (1997 c 2001)

         led successful operations of a 93-member call center (including 80 customer service representatives) by conducting valuable staff meetings, improving overall processes, and ensuring superior quality assurance levels.

         maximized client relations satisfaction by resolving complex issues targeted toward the director and ceo levels.

         drove business growth by recruiting, interviewing, and hiring results-focused employees to enhance operations, along with supporting trainers in modifying training modules for appropriate customer service instruction.

 

nylcare (formerly healthplus), greenbelt, md                                                                                                                1995 c 1997

 

group service representative team lead / trainer

         strategically steered a solutions-driven team of group service representatives in handling escalated issues for the top 100 groups, including delivering comprehensive training / development to boost organizational productivity.

         conducted weekly meetings to review group issues, and monitored overall activity to guarantee prompt resolution.

 

recent supplemental experience

 

the new macedonia baptist church, washington, dc                                                                                                 2003 c present

 

executive assistant

         apply dynamic leadership talents toward directing daily administrative operations of a large-scale church, including creating core office procedures to support staff and volunteers, as well as handling database management.

         conduct annual membership registrations to maintain accurate rolls, along with training and managing volunteers who assist with registration, issue stewardship letters, and support conference and workshop registration efforts.

         optimize bottom-line results by handling all vendor relationships and appointment scheduling with church officials, along with cost-effectively coordinating travel and accommodations activities, and managing conference scheduling.

 

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education & technical summary

 

bachelor of business administration in information systems                                    north carolina central university

 

microsoft office suite (word, excel, powerpoint, outlook) • internet applications

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