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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telxxx-xxx-xxxx

abc@xyz.com

 

Dynamic and award-winning Program/Project/Training Manager eager to contribute significant global project leadership expertise, exceptional performance consulting talents, and seasoned instructional design background toward supporting the employer in achieving goals and objectives.

 

Profile

 

  • Possess 15 years of hands-on experience in training solution development, deployment, and delivery.
  • Extensive project management experience and measurable success managing complex and global training projects with budgets ranging from $15K to $2M.
  • Excel in technical writing and instructional design utilizing a broad scope of formats instructor-led, webcasts, interactive, simulation-based, e-learning, virtual instructor-led (Webex, NetMeeting, Live Meeting), and blended solutions.
  • 10+ years quality assurance/performance consulting experience in a call center environment.
  • Adept at drastically improving customer relationship management/customer service operations.
  • Strong technology skills encompassing Adobe Flash, Captivate and Dreamweaver; LMS and LCMS administration; Share Point Server; Knowledge Management and Knowledge evaluation applications.
  • Proven talent and success in building and leading highly effective and collaborative teams.

 

Professional Experience

 

Expedia, Inc., Dallas, Texas 2007 to Present

Curriculum Design and Performance Consulting Manager, Agent Excellence/Customer Operations

         Manage, motivate and direct team of seven in development, maintenance, and improvement of curriculum for Customer Service agents as related to new product launches, marketing offerings and tool upgrades.

         Scrutinize Customer Service Scorecard metrics to uncover performance improvement opportunities and participate in solution development.

         Spearheaded seamless roll-out of 35 training projects to 1,800 agents spanning 3 continents.

         Advanced First Call Resolution rates by 12% and elevated quality of agent service delivery by 8% through innovative curriculum design.

         Created and executed a winning strategic plan and training solution to transition Elite Plus customer support from United States vendor center to overseas, achieving 42% in savings and increasing customer satisfaction by 20%.

         Championed business case to incorporate new training approach which reduced Agent Errors (AENs) in flight change processing by 22% and decreased the company s yearly pay-outs by $660K.

 

Microsoft, Irving, Texas 1998 to 2007

Global Customer Service Process, Systems, Quality and Training, 2005 to 2007

Global Program Manager / Global Training Project Manager

         Partnered with Readiness and Training Managers from all regions to assess and determine international business requirements for new software releases, policies, and internal tool upgrades.

         Proficiently performed needs analysis, project scoping, business solution proposal development, budget assessments, and assisted with solution infrastructure development.

         Resourcefully constructed strategic global training model to fully support constantly changing corporate and multi-regional needs and optimize agent readiness for launches; successfully achieved zero impact to Average Handle Time and strengthened First Call Resolution.

         Upon successful launches, performed Level III and IV evaluations, rapidly identified gaps and designed performance improvement solutions to maximize agent readiness.

         Served as subject matter expert and mentor to Program Managers on global processes and tool usage.

         Received Gold Star Award and Excellence Award as a result of exemplary performance and results.

 

Continued

 

Professional Experience continued Yyyyyy x. yyyyyy, Page 2 of 2

 

Americas Customer Service, 2003 to 2005

Instructional Design Program Manager / Training Project Manager

  • As Senior Mentor and Consultant for Project Management and Instructional Design, conducted performance gap analyses, selected optimum training formats, and mentored teams in project execution.
  • Handpicked as member of special team tasked with globalizing Microsoft s Customer Service; authored comprehensive proposal for Global New Hire training which was approved by senior management as worldwide Customer Service framework.
  • Orchestrated major training project for worldwide release of CRM tool and training in 12 languages and at 60+ sites, serving 2,500 internal and vendor agents.
  • Presented with Spot Bonus Award for leading project to meet all deliverables and milestones and achieve smooth and issue-free launch and deployment at each location.

 

Global Learning Services/SMSGR, 2001 to 2003

Interim Account & Training Manager for Americas Customer Service (ACS)

  • Led team of eight in overseeing new hire, new business, refresh and readiness training requests for Americas Customer Service (ACS) through strategic, Just-In-Time and contingency planning.
  • Navigated training projects throughout full life cycle inclusive of evaluating agents performance, identifying business-critical learning needs, proposing optimum solutions, and acquiring funding for fulfillment.
  • Innovatively developed Manager Coaching ToolKit as on-the-job resource for one-on-one agent coaching.
  • As integral member of core Quality Management Framework team, participated in quality management reviews of all ACS business operations and steered compliance with COPC and ISO requirements.
  • Piloted major training project for launch of new Global Technical Support Center (GTSC) in India from requirements determination through to successful launch; earned Gold Star Award for excellent results.

 

Global Tools and Process Training Project Manager

  • Demonstrated exceptional project management expertise in developing training curriculum for 9,200 Microsoft Support Engineers worldwide, and administered internal LMS (Learning Management System).
  • Effectively coordinated roll-outs for 12 large training projects in diverse formats and media, including Pioneer , a revolutionary initiative for process and tool re-vamp in Microsoft Product Support spanning Europe, Middle East and Africa.
  • Headed development of self-paced Windows Server 2003 training via Macromedia Flash and Dreamweaver applications for Support Engineers in Microsoft Product Support and at OEMs.
  • Conceptualized, built and launched multiple online internal Resource Centers to customer support via internal and external links.
  • Won several awards for innovative approach in curricula development and outstanding project results.


Earlier roles (1998 to 2001) with Global Learning Services/ACS division of Microsoft include:

  • Solutions Architect
  • Training Specialist / Global Training Developer
  • Outlook Technical Router / In-Unit Trainer
  • Team Manager / In-Unit Trainer
  • Escalation Supervisor / Quality Assurance Specialist

 

Education

 

Certified Instructional Designer Friesen, Kaye and Associates

Project Management Professional (PMP) Certification in progress

Core MCSE (NT 4 track)

BA Degree in English/Educational Psychology

 

Associations

 

Member of PMI (Project Management Institute), Dallas Chapter

 

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telxxx-xxx-xxxx

abc@xyz.com

 

 

 

 

 

 

 

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/position> capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.

 

As indicated in the accompanying resume, I bring to you an excellent background in training solution development, outstanding expertise in instructional design and curriculum development, and exemplary abilities in both global project and team leadership with a constant focus on achieving quantifiable customer service and productivity improvements. To further complement these qualifications, I offer solid organizational, critical thinking, and prioritization skills which are essential as a <insert job title/position>.

 

As a proactive contributor to your organization, you will find me to be a driven professional committed to supporting you in achieving your objectives through exceptional technical acumen, proven leadership talents, interpersonal skills, and a proactive work ethic. I am confident that I could be a valuable asset to <insert name of company>, and look forward to interviewing with you in the near future.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

 

 

 

 

 

 

 

 

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telxxx-xxx-xxxx

abc@xyz.com

 

 

 

 

 

 

Date

 

 

 

Interviewer s Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

It was a pleasure (speaking with you/meeting with you) on [insert date here]. I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered. I am still very interested in the [insert name of position] position, and I am convinced now, more than ever, that it is the right job for me. I feel my background and qualifications prepare me well for the challenges and responsibilities we discussed.

 

The position as you described it to me would combine my strong skills in [insert two skills or qualities here]. This would allow me to make a valuable contribution to your company.

 

(Choose one of the two paragraphs below, depending on whether or not you have, or have not yet, interviewed with the person)

 

(I am eager to meet with you in person to further discuss my background and qualifications. Please feel free to contact me at the above phone number so we can continue the discussion we began over the telephone.)

 

(Again, thank you for considering my qualifications. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.)

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

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