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career objective
results-driven operational management specialist eager to contribute superior customer service, organizational, and employee development skills toward actively contributing toward supporting the employer in optimizing financial performance
profile
ø offer numerous years of progressive experience in staff training and development, customer service, and retail management
ø accurately analyze operational performance to develop and implement customized improvement strategies that result in significantly increased productivity, efficiency, and profits; demonstrated ability to establish cost control techniques resulting in substantial savings
ø strong supervisory experience and solid record of training and directing top-performing support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs
ø facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention
ø dynamic communication, presentation, negotiation, and relationship management skills
professional experience
air products and chemicals, inc., carlsbad, ca 1996 c present
continuous improvement and training manager (2003 c present)
- in recognition of outstanding performance, steadily progressed within this leading producer of semiconductor materials, refinery hydrogen, home healthcare services, natural gas liquefaction, and advanced coatings and adhesives; currently entrusted with directing training and process improvement programs
- successfully implement kaizen methodology and lead continuous improvement program, resulting in annual plant savings of $1 million
- develop and conduct innovative technical and managerial training programs including introducing human resources diversity training efforts that achieved a 30% reduction in staff turnover, creation of employee value team credited with reducing turnover from 15% to 7%, and establishment of community of practice for supervisors and managers
- ensure compliance with iso9001 standards, dea and osha requirements, and all corporate policies and procedures; secure perfect annual audit ratings
customer service manager (6/01 c 10/03)
- trained and led five-member customer service team in generating $80 million in annual internal electronic chemical sales and providing 24-hour emergency support
- worked closely with planning and logistics personnel to maintain 99% on-time delivery rating; reduced outstanding balance of company assets at customer locations by 23% through combined efforts with sales department
sap power user/ subject matter expert (10/02 c 7/03)
- selected to travel to corporate headquarters in allentown, pa, and coordinate launch of new software initiative to improve customer service
- developed and executed software performance tests, created end-user training manual, delivered company-wide presentations, and served as contact for other users
contract review specialist (6/99 c 6/01)
- administered key commercial contracts; conducted detailed review of customer specifications, arranged for production, and negotiated terms
customer service representative (2/96 c 6/99)
- delivered exceptional, fully integrated customer service; received superior levels of client satisfaction
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yyyyyy x. yyyyyy page 2
geppetto s, carlsbad, ca 2003 c present
sales associate / keyholder (part time)
- perform a broad range of customer service and merchandising responsibilities at this upscale, specialty toy store
- create and maintain attractive, effective window displays and indoor visual presentations; monitor incoming shipments for product quality and shipment accuracy, and resolve any discrepancies
- lead sales team in achieving sales goals, accurately reconcile sales and return transactions, and oversee daily staff performance
~ prior background ~
target stores corporation, encinitas, oceanside, and la mesa, ca 1986 c 1996
customer service manager (2/93 c 2/96)
cashier supervisor (6/89 c 2/93)
employee service center (5/86 c 6/89)
education
b.a. in psychology, san diego state university, san diego ca
~ credentials & certifications~
continuous improvement certified black belt ~ manufacturing and process kaizen certified black belt ~
work organization visual control certified black belt ~ sub-process mapping certified black belt ~
root cause analysis certified black belt ~ manufacturing kaizen certified black belt
certified meeting facilitator and decision guide
dale carnegie course graduate, currently course coach
notary public
date
hiring agent name
title
company name
address
city/state/zip code
dear__________________:
i am currently seeking a challenging career opportunity in a insert job title capacity 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 experience with retail and customer service management as well as employee training and supervision. i excel at creating and implementing internal programs designed to improve operational performance, boost corporate profitability, and increase staff retention levels. my extraordinary ability to build and lead highly successful sales and support teams has consistently proven instrumental in my ability to achieve demonstrable advancements in varied arenas. i have effectively applied my skills and knowledge toward every position i have held. to complement this background, i offer a b.a. in psychology along with extensive professional training and certification.
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.
sincerely,
yyyyyy x. yyyyyy
date
contact name
company name
address
city/state/zip code
dear _______________________________:
i would like to thank you for providing me the opportunity to interview with you and discuss the insert job title position currently available with your company. having gained a deeper insight into the job requirements and your objectives, i am confident you will find me a valuable asset in achieving your goals.
as discussed, i am an enthusiastic, disciplined team player eager to launch a successful career as a dedicated member of your staff. i believe you will find my dynamic communication, prioritization, and leadership skills vital to your operations and look forward to contributing to your success.
should you have any additional questions, or to discuss future employment opportunities, please feel free to contact me at your earliest convenience. again, thank you for the enlightening interview. i look forward to your response.
sincerely,
yyyyyy x. yyyyyy
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