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Yyyyyy x. yyyyyy

4951 S Haggerty Road #17 Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com

 

Dynaxxxxxxc, experienced and results-oriented Business Professional with broad based expertise in Customer Service Management, Quality Control, Team Building and Employee Development. Eager to integrate superior leadership, communication and client relations talent toward optixxxxxxzing business performance of a progressive employer. Core competencies include:

 

   Effectively Maintain Composure in a High Stress Environment

   Leverage Strong Problem Solving Skills to Resolve Issues

   Consistently Meet Performance and Production Goals through Effective Leadership

   Persuasive and Effective Speaker; Easily Gain the Cooperation of Staff and Peers.

   Proficient in ACD, IVR, Xxxxxxcrosoft Office and Various Contact Center Software Systems

 

Professional History

 

1996 to Present: American Blinds Wallpaper and More, Livonia, XXXXXX

   Lead customer service management initiatives for a privately held multi-channel direct to consumer retailer of window blinds, wallpaper and other home d cor; provide oversight of 150 Staff members and 5 Managers.

   Integral in the development of policies and procedures governing the Customer Contact Center; through extensive process improvement strategies, decreased staff by 40% while maintaining exceptional levels of customer service.

   Spearhead all workforce management and strategic planning goals; monitor and maintain high levels of staff performance, and reduced customer complaints from 273 to 15, annually.

   Establish targeted employee relations and training goals to maintain morale and maxixxxxxxze performance; increase employee retention, introduce recognition programs, and empower staff to make decisions independently.

   Support vendors using the new Vendor Information Portal, and developed troubleshooting instructions to support self serve customers on the web.

 

Quality Assurance Manager

   Led critical efforts to establish and enforce strict quality control initiatives; provided QA for 3 production websites and the international www.blindswallpaperandmore.ca site.

   Established metrics to measure the effectiveness of QA programs; communicate strategies with management, and led the development of technical systems to enhance the customer experience.

   Oversaw all QA Staff; measured and monitored performance, and provided ongoing training and coaching to address performance gaps.

   Provided high-level 24X7 support for 3 ABWM E-Commerce websites and internal systems; troubleshot and resolved functionality issues, and acted as resource for technical challenges.

 

Education and Awards

 

In Progress: Bachelors Degree, Business Adxxxxxxnistration

2007: Dale Carnegie Program 2007

Manager of the Year Award 2005, Employee of the Year Award 2001 and Presidents Circle Award 1997

 

Yyyyyy x. yyyyyy

4951 S Haggerty Road #17 Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com

 

Name

Title

Company

Address 1

Address 2

City/State/Zip

Date Here

Dear <Name Here>,

 

I have enjoyed much success in my career as a Customer Service Management Leader and am ready for additional responsibilities and challenges. Please accept this letter and the attached resume as application for the position of <position here>. I am convinced after reading the description for this position on <location of job ad here>, that I am the ideal candidate for the job.

 

I have an excellent track record of cultivating business relationships and leading process improvement initiatives that optixxxxxxze business results and drive cohesion among the Quality Control and Customer Service teams. According to the job description for <position here>, you are seeking someone with the ability to <choose something from the job description here>. I am well versed in <specific here> and know that I could be an integral member of your team. In addition, I am a highly effective leader with the ability to drive employee performance initiatives and lead organizations to exceed expectations for success.

 

In addition, I have been consistently acknowledged by my employers for leading cutting edge technology upgrades, implementing strict quality control standards, and increasing both customer and employee retention results. I am dedicated to optixxxxxxzing business performance and have the talent and skills you are seeking.

 

I would like to be considered for a position with <organization here> in which someone of my background could make a contribution. I will contact you soon to arrange for an interview. Should you require any additional information, I can be contacted at the phone numbers listed above.

 

Best Regards,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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