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yyyyyy x. yyyyyy                                         

0000 xxxxxx xxxx , xxxx , xxxxx 00000

abc@xyz.com

(xxx-xxx-xxxx

career objective                                           

performance-driven call center analyst and trainer eager to contribute dynamic project management, team building, and customer service skills toward supporting the employer in achieving business objectives

profile                                                              

ø  offer 10 years of customer care and call center experience, with expertise in operations management, staff training, and traffic forecasting and analysis

ø  promote client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated issues

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; approve, audit, and enter schedule exceptions in real time

ø  create and implement training materials for new and veteran employees; develop tools to track staff and trainer performance

ø  proactively monitor metrics to ensure compliance with service level agreements in high-production settings; generate detailed analytical reports instrumental to senior management in assessing performance

~ technical proficiencies ~

microsoft office ~ open office ~ ms sharepoint ~ lms ~ estart ~ crdb ~ iex ~ webex ~

aspect eworkforce management / real time adherence ~ tcs workforce management ~ genesys call center pulse ~ custom view director ~ custom view report runner ~ at&t route it!

professional experience                            

convergys corporation                                                                                                                            2007 c present

associate trainer, hickory, nc (2008 c present)

  • successfully conduct 220-hour classroom-based training course for new hires and then supervise personnel in completing 56-hour practical training handling live calls; provide personalized guidance, coaching, and feedback
  • research and analyze performance metrics and call trends to develop advanced curriculum for experienced staff
  • request, build, enroll, and close learning events in the learning management system (lms); perform other administrative functions

program ready trainer, longview, tx (2007 c 2008)

  • delivered in-class training to personnel on changes and updates to services, features, and devices; additionally explained call handling procedures and available resources
  • supported training and operations teams in multiple capacities based on fluctuating business needs; provided assistance with new hire trainings, agent transitions, and customer service

 

workforce analyst, alliance data systems, dallas, tx                                                                                 2003 c 2004

  • diligently monitored and analyzed workflow to identify hiring and scheduling needs in line with service agreement requirements for a multiple client, 800-seat inbound call center
  • conducted orientations on workforce policies and procedures for new hires


virtual service representative, live ops inc., dallas, tx                                                                             2002 c 2003

  • effectively managed a high volume of inbound calls for multiple companies while logged in to a virtual call center from home-based office
  • provided knowledgeable and courteous customer service covering a wide range of products and services; utilized established scripts to generate additional sales


workforce analyst, g.e. zurich warranty management, dallas, tx                                                                2001 c 2002               

  • evaluated call volume, staffing levels, and forecasts for two locations to determine availability and appropriate timing for off-phone training, team meetings, coaching, and gto
  • provided service level and call statistics reports to internal and joint venture partners throughout the day; monitored agent adherence to sla

 

operations control coordinator, budget rent-a-car inc., carrollton, tx                                                        2000 c 2001

  • efficiently routed calls for local, national, and international car and truck rentals to 12 call centers across north america
  • directed workflow in line with current day trends, call forecasts, and staffing and service levels; reported on hourly and daily statistics for hub center and satellite centers

 

yyyyyy x. yyyyyy                                         

0000 xxxxxx xxxx , xxxx , xxxxx 00000

abc@xyz.com

(xxx-xxx-xxxx

 

date

 

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently in the process of relocating to the dallas-ft. worth metroplex on a permanent basis, and am seeking a challenging career opportunity.  i am submitting my resume for your review and thank you in advance for your time and consideration.

 

as demonstrated in the accompanying resume, my professional qualifications include numerous years of professional experience working in a customer service training and workforce management capacity.  i am skilled at using advanced tracking tools to monitor and report on volume trends, call forecasts, and staffing and service levels.  i excel at implementing quality improvement initiatives based on detailed performance analysis, and am adept at working closely with team members to identify and address opportunities to increase productivity and efficiency.  my outstanding communication, project management, and leadership skills have consistently proven instrumental in my success at achieving excellent levels of customer and employee satisfaction.  to complement this background, i ve completed substantive professional development covering topics including performance based learning, facilitating advanced sales techniques, and instructor competencies.

 

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

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