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yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000



career objective                              

results-driven call center / customer service operations manager eager to contribute expertise in team building, business development, and quality assurance toward supporting the employer in optimizing operational and financial performance


ø  offer 10 years of customer service, human resources management, process improvement, and quality assurance

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; recruit, train, motivate, and lead top-performing support teams

ø  expertly conduct quantitative data analysis and effectively interpret and present results instrumental to defining short-term and long-range business strategies

ø  demonstrated ability to perform multiple concurrent responsibilities in fast-paced settings; strong attention to detail and emphasis on accuracy

ø  dynamic communication, presentation, and relationship management skills

ø  sharp technical proficiencies including ms office (word, excel, powerpoint, access, outlook); training in six sigma methodologies


~ key achievements ~

  • played instrumental role in developing innovative process improvements affecting three departments and more than 1,500 employees and resulting in a sustained 8% increase in quality
  • recognized for pioneering highly effective performance assessments, staff development, and retention programs that boosted initial workforce preservation rates by 15%
  • introduced procedural support initiatives later adopted throughout the progressive enterprise
  • routinely ranked as top performer and noted for exceptional ratings on employee satisfaction surveys

professional experience                

progressive insurance company, riverview, fl                                                                                      1999 c present
customer service supervisor (2007 c present)

call center manager (2004 c 2007)

call center coach (2002 c 2004)

service resolution specialist (2001 c 2002)

customer service representative (1999 c 2001)

  • in recognition of outstanding performance, steadily progressed within company to attain position entrusted with leading 15 front line supervisors and 125 customer service associates in achieving and maintaining superior levels of client satisfaction at  this key regional contact center
  • provide support the company through active growth and hiring phases by serving as academy manager responsible for performing human resources functions including recruiting, selecting, training, and evaluating all levels of new personnel
  • work closely with call center coaches, supervisors, and representatives to continually improve staff performance and retention; effectively drive center-wide quality assurance efforts and personally resolve escalated client calls
  • develop and implement performance metrics to assess multi-site productivity and efficiency; analyze findings to streamline processes

~ military background ~

united states marine corps                                                                                                                   1999 c 2006

platoon sergeant, operation iraqi freedom

  • trained, coordinated, and directed 60-member platoon, including 10 leadership personnel, in proficiently executing all assigned duties in compliance with established policies and procedures
  • provided ongoing staff evaluation and performance feedback; prepared and presented regular status reports to senior personnel
  • member, veterans of foreign wars (vfw)


hillsborough community college, tampa, fl                                                                             anticipated completion 2009

studies toward associate of business administration


yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000








hiring agent name


company name


city/state/zip code




i am currently seeking a challenging career opportunity as a call center manager and am submitting my resume for your review.  in advance, thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include numerous years of professional experience working in a customer service training and management capacity.  i excel at implementing quality improvement initiatives based on detailed performance analysis, and am adept at working closely with team members to identify and address opportunities to increase productivity and efficiency.  my outstanding communication, project management, and leadership skills have consistently proven instrumental in my success at achieving excellent levels of customer and employee satisfaction.  to complement this background, i served as a marine corps platoon sergeant in operation iraqi freedom, and am currently working towards my degree in business administration. 


as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.







yyyyyy x. yyyyyy

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