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yyyyyy x. yyyyyy                      0000 xxxxxx xxxx , xxxx , xxxxx 00000                                                                                                                       (xxx-xxx-xxxx abc@xyz.com

 

career objective

 

results-driven and solutions-focused leader desiring a challenging call center director / e-commerce support role within a successfully progressive organization where superior technical knowledge can actively support a company in maximizing operational performance and achieving exceptional levels of customer service.

 

profile

 

ø  offer 15 years of operations management, sales, and business development experience, including demonstrating expertise within inbound / outbound call center traffic management, strategic planning, financial forecasting, policy / procedure development, team building, and client relations capacities.

ø  present an established record of formulating strategic business plans, implementing innovative operational changes, and delivering successful process improvements to enhance overall organizational efficiency.

ø  contribute precise problem-solving proficiencies, sharp troubleshooting abilities, and excellent written and verbal communication skills to support overall operational processes and maintain consistent high-quality standards.

ø  adept at creating and implementing best practice methodologies and continuous improvement programs to achieve strategic and cost-effective alignment with overall corporate goals.

ø  capable of staying focused and maintaining a calm demeanor in fast-paced, high-pressure situations while exhibiting courteous and diplomatic client services interaction at all times.

 

professional experience

 

dell, inc., round rock, tx

job title?                                                                                                                                    2007 c present

ø  successfully oversee online demand profitability and financial activities within two corporate business units, including forecasting and driving incremental revenue for search engineer optimization, site-oriented price comparison, email, and offsite advertising activities.

ø  actively liaised with executive-level management and various development teams to ensure optimal cross-functional support of corporate financial vision, along with spearheading the creation of metric score cards and cost benefits analysis documentation to assist with understanding set operational goals and objectives.

 

key business achievements

   recognized as a three-time consumer mvp award winner, as well as garnering the prestigious vice-president s award for superior organizational performance.

   oversaw dfs usage of estara, a click-to-call solution which drove established client-based additional sales and credit line increases to produce an over 400% roi.

   achieved an exceptional penetration rate increase of over 18% per year, along with attaining financed order revenue through various channels of over $175 million in 2006.

 

dell financial services l.p., roseburg, or

job title?                                                                                                                                          2005 c 2007

ø  optimally managed consumer finance call center operations, including serving as a proactive lead for an outbound calling campaign partnership with dell, inc. and various consumer service group policy adherences.

ø  innovatively designed and implemented multiple surveys across offline dfs and dell operations, along with creating and editing a valuable monthly email highlighting personnel within the consumer offline department.

 

key business achievements

   improved overall call center financial operations profitability by 20%, along with effectively balancing staffing levels to increase efficiency by 98% and decrease abandonment rate to under 3%.

 

satellites unlimited, inc., birmingham, al

job title?                                                                                                                                          2004 c 2005

ø  efficiently restructured a southern-based call center for a dish networks service provider, including overseeing all inbound / outbound sales and technical support activities and handling center-oriented strategic development.

ø  coordinated the redesign of all css roles, pay structure, and scheduling which supported optimal personnel loyalty and a competitive performance spirit.

 

yyyyyy x. yyyyyy                                                                                                                                                                                         (xxx-xxx-xxxx page two

 

professional experience (continued)

 

satellites unlimited, inc., birmingham, al (continued)

job title?                                                                                                                                          2004 c 2005

 

key business achievements

   demonstrated superior organizational management abilities by successfully decreasing escalating call center issues by over 50% within first 120 days of employment, as well as adjusting staff size and modifying operational procedures to move the company from a nationally ranked last place to a commendable third place.

   created an innovative and comprehensive daily call center reporting and tracking system which was implemented companywide.

 

charles schwab & company, inc., birmingham, al / phoenix, az / atlanta, ga                                 1993 c 2004

investment consultant / manager

ø  performed optimal oversight of all comprehensive day-to-day management activities within a billion-dollar branch site, including achieving proven sales success working with clientele encompassing over $200 million in assets.

ø  resourcefully expanded channels for driving revenue growth by coordinating and facilitating targeted special events and high-profile business functions.

 

key business achievements

   received the esteemed chairman s club award for outstanding job performance for three consecutive years, as well as attaining recognition as a five-time excellence in service award winner.

 

director of retail sales

ø  effectively built and supervised a high-performance call center of over 100 stock brokers, including overseeing a $4-million payroll and incentives budget, managing 100% of incoming business opportunities derived from various media, and ensuring customer service excellence by maintaining high-quality standards for all associates to provide consistency within business operations.

ø  actively communicated the company s vision, value, and goals to personnel through exceptional training / development activities in order to profitably ensure both a consistently successful sales performance and a continually satisfied customer base.

 

key business achievements

   successfully motivated outbound call center sales staff to attain over 100% of objective assets and new accounts development, including achieving over 135% of a $1.1-billion operational target.

   developed an innovative incoming phone routing plan that gained 95% operational service-level success.

   created and implemented a unique business strategy geared toward investor-based educational sales and support services which increased overall seminar participation from 30% to 65%.

   optimally initiated a strategic outbound calling concept for high-risk clientele that attained an over 90% retention rate with associated assets in excess of $200 million.

   obtained valuable marketing data that increased overall prospective campaign success ratios by over 50%.

 

director of web retail business development

ø  spearheaded the development of a state-of-the-art inbound sales area supporting the schwab.com web site, including overseeing call center staffing budgetary activities and developing key organizational policies / procedures.

ø  designed strategic metrics for organizational success, while actively collaborating with marketing teams to increase site traffic and improve overall visual design and brand placement.

 

key business achievements

   built a strategic business development division that efficiently handles over 50,000 annual correspondences.

 

~ additional key experience ~

 

manager of e-schwab                                                                                                                       1996 c 1997

electronic brokerage consultant southeast region                                                                        1994 c 1996

stock broker schwab branch                                                                                                          1993 c 1994

 

education

 

bachelor of science in accounting                                                          university of alabama at birmingham

yyyyyy x. yyyyyy                      0000 xxxxxx xxxx , xxxx , xxxxx 00000                                                                                                                       (xxx-xxx-xxxx abc@xyz.com

 

 

 

 

 

 

 

date

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging and rewarding call center director / e-commerce support role within a dynamic and successfully progressive organization, and am submitting my resume for your review.

 

i offer 15 years of operations management, sales, and business development experience, including demonstrating expertise within inbound / outbound call center traffic management, strategic planning, financial forecasting, policy / procedure development, team building, and client relations capacities.  i pride myself on presenting an established record of formulating strategic business plans, implementing innovative operational changes, and delivering successful process improvements to enhance overall organizational call center-based efficiency.

 

you will find me to be a results-driven and solutions-focused leader who is dedicated to creating and implementing best practice methodologies to achieve strategic and cost-effective alignment with overall corporate goals.  in addition, i am confident that my ability to stay focused and maintain a calm demeanor in fast-paced, high-pressure situations, while exhibiting exceptional team building talents, courteous and diplomatic customer / client services interaction, and excellent written and verbal communication skills, will prove to be an incredible asset to your professional team.

 

i look forward to hearing from you in order to discuss an available opportunity for which i am qualified. i may be reached as indicated, and thank you in advance for your time and consideration.

 

sincerely,

 

 

 

yyyyyy x. yyyyyy

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