yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx • abc@xyz.com

 

 

proficient director/vp of support/operations eager to contribute customer support expertise as well as strong leadership and development skills and strategic communication talents toward actively supporting an organization in maximizing performance.

 

profile

 

quality-driven, strategic leader noted for championing significant process and performance improvements. valuable executive contributions include operations standardization and employee retention. core executive team member and driver for bottom-line cost containment and safety improvements. instrumental in back of house consolidation, including the transfer of office support functions into parent companies, while serving as liaison and point person on all problems.

 

capitalized on opportunities to improve office operations, effectively launched front office training certification programs, implemented system upgrades and grew department from 2 to 30 employees.

 

directed successful roll out of an innovative new front office system to over 200 offices.

 

drove strategic improvements in customer support desk through the identification of deficiencies, development of innovative plans and implementation of new processes to ensure the high quality service.

 

consistently generated groundbreaking efficiencies and continuous process improvement to boost bottom-line profitability.

 

technical proficiencies

 

microsoft applications; word, excel, access, powerpoint, frontpage, and project.

sql2005, dreamweaver, track-it, webtrack, adobe, dameware, peoplesoft financials, and peoplesoft hr

 

professional experience

 

director of customer support/operations confidential                                                                            2000-present

• directed all aspects of the customer support team, supporting 1000 end users on the front office system, various web applications and general technical issues.
• consistently ensured delivery of quality customer service vital to sustaining and growing client accounts.
• actively utilized track-it and crystal reporting in the timely and efficient generation of customer service statistics.
• accountable for tracking, escalating and communicating over 400 tickets weekly for customer service division.
• collaborated with front office team in the resolution of system issues and implementation of compliance improvement action plans.
• effectively developed uat test scripts and managed uat testing cycle through the coordination of field user efforts and uat testers.
• successfully handled p&l responsibility for a million dollar budget; improved quality audit scores from 7.8 to 9.2.
•  launched numerous support initiatives, effectively improving customer satisfaction by 105%.
• recipient of employee of the year, 2005-2007.

customer support representative self employed                                                                                    2009-present

• successfully managed all aspects of virtual call center, from handling high-volume inbound sales calls, necessary documentation and product education.
• successfully steered sales operations to generate high volume growth and revenue; 80% conversion rate.

 

account manager bgb global telecommunications                                                                                      1998-2000

• sharp business acumen and experienced in managing broad scope of operations, from providing customer support to existing accounts to selling business telecommunication needs to small and medium sized companies.

 

professional education

 

masters of business administration in management post university                                                   present

bachelors of science in marketing with high honors rutgers business school                                                   2005

 

national deans list, 2005