career profile

results-oriented management professional with sales experience in fast-paced environments. proven capacity to handle various functions necessary in leading the operations of a successful company. dynamic communicator and persuasive speaker, able to forge meaningful associations with clients, colleagues, and management. talent to consistently meet periodic and annual sales objectives and quotas. demonstrated leadership for developing and implementing plans that successfully meet the operational objectives of an organization. technical proficiencies: microsoft word, excel and powerpoint.

business development / operations management / negotiation / strategic planning

leadership & teambuilding / maintenance / supervision / professional development

human relations / public speaking / written & verbal communication

professional experience

performance manager, 2006 c 2009                            

at&t, cleveland, oh  

• facilitated success of a service team tasked with processing residential and business repair calls, sales calls, and pbx service calls, in addition to tracking the status of field technicians.
• conducted or arranged for ongoing technical training and professional development classes for sales force and addressed the dissatisfaction of clients quickly to retain business.
• verified that performance of internal team contributed to increased profits versus downtime and lack of sales growth by implementing proven sales approach.

 

operations manager, 2005 c 2006                            

at&t, cleveland, oh             

• directed the professional success of 5 direct reports and ensured consistency in high-quality performance.
• reviewed financial statements, time maintenance reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• managed staff, preparing work schedules and assigning specific duties for 300+ employees.
• coordinated activities to support operations, maximize investments, and increase efficiency.
• established and implemented departmental policies, goals, objectives, and procedures, conferring with organization officials and staff members as necessary.

 

coach leader - consumer, 2000 c 2005

sbc midwest, cleveland, oh            

• facilitated advancement among sales force by introducing effective strategies resulting in growth.
• defined monthly sales objectives with the intent to boost numbers and progression toward reaching desired sales team enhancement.
• addressed all 2^nd-level grievances for 2+ years and properly documented 3^rd-level grievances promptly.

 

customer service representative, 1996 c 1999

ameritech, cleveland, oh  

• conferred with customers by telephone to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
• kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• determined charges for services or upgrades requested, and referred unresolved customer grievances to designated departments for further investigation.
• resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• compared disputed merchandise with original requisitions and information from invoices, and prepared invoices for account discrepancies.

 

additional experience

supervisor ~ pepsi co, cleveland, oh        

office manager ~ carpet barn & tile, cleveland, oh       

education & training

pursuing bachelor of arts in human resources, ursuline university, pepper pike, oh

 

msoc training
manager certification 1 and 11
manager development awareness workshop
labor relations training 1 and 11

 

 

 

<date>

 

<<first name>> <<last name>>

<<title>>

<<company>>

<<street address, suite #>>

<<city, state zip code>>

 

dear <<courtesy>> <<last name>>,

 

it is with great confidence that i offer 15+ years of professional-level management experience and strong customer service ability to your organization. as i pursue the <<position title>> within <<company name>>, i recognize that my credentials and experience would greatly assist in reaching future goals and objectives.

 

experience as a performance manager and operations manager is the basis for my confidence that i would be a valuable asset to your organization. my career history consists of vast experience in service practices consistent with the recognition of the sales objectives of diverse organizations. throughout my career, i consistently communicate the company s vision to the internal members of the organization so that everyone understands their role in achieving these goals, ensuring that the action steps are taken to ensure those goals are met. additionally, i often advise management on my prepared recommendations for improvements in policies, controls, and new methods, effectively communicating with other members of the team also, verbally and in writing.

 

during my career, i ve gained notable experience leading and training other employees in the appropriate procedures necessary for meeting the needs of an economic enterprise. my professional background also includes:

 

business development / operations management / communication / negotiation / strategic planning

leadership & teambuilding / maintenance / supervision / professional development

human relations / public speaking / written & verbal communication

 

my aptitude for evaluating complex problems and reviewing related information to develop viable solutions would be of great use to your organization. i welcome more discussion about how my skills can help in meeting the goals and objective of your organization. until then, should you have any additional questions feel free to contact me at your convenience.

 

sincerely,

 

 

 

 

 

yyyyyy x. yyyyyy

enclosure