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yyyyyy x. yyyyyy                                         

2795 peachtree rd. ne, #0000 xxxxxx xxxx , xxxx , xxxxx 00000

abc@xyz.com

(xxx-xxx-xxxx

 

executive profile

results-driven business process outsourcing executive with extensive background in steering multi-million-dollar operations, client/vendor relations, p&l, human resources, start-up activity, change management, business development, and business predictability and continuity across multiple locations.  proactively monitor industry trends and developments to identify and capitalize on opportunities to penetrate and develop highly competitive markets.  work closely with clients to identify individual needs and define requirements, develop infrastructure tools, and introduce process improvements to provide operational excellence and consistency.  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; demonstrated ability to facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention.  track key performance indicators to ensure timely and accurate servicing in high-production settings. depth of knowledge regarding quality and security processes, including copc, iso, bs 7799, rmac, lean, and six sigma methodologies.  sharp technical proficiencies including ms office, ms visio, ms project, avaya, and iex.  fully trilingual in english, hindi, and malayalam, us permanent resident authorized to work for any employer.

 

~ key achievements ~

         drove wipro s north america operations from start through present; responsible for selecting market location, setting up operations, technology integration, creating continuity plans in case of outage, staffing, determining salaries, coordinating with vendors for expansion, and ensuring consistency and quality of delivery.

         selected to oversee the hiring, training, and deployment of more than 200 ftes for wipro s new $10m atlanta delivery center.

         decreased annual attrition rate by 26%, brought in three new accounts from existing clients other lines of business, and achieved all-time highest scores on all cpms at wipro; recognized for exceptional engagement, interaction, predictability of business, and turnaround time.

         introduced numerous process improvements at wipro, including capacity planning improvements designed to boost profitability by 16% in a six-month timeframe with enhanced seat utilization, peak hour staffing, contract staffing, and increased shifts.

         successfully provided tech support for the launch of ms office 2007 as the sole vendor assigned to north america; met all deadlines and surpassed launch targets.

         as practice manager with wipro, grew 3% revenue share of bpo to more than 9%.

         accepted comprehensive responsibility for setting up 24/7 customer chennai center in india, as well as coordinating with the transition team to establish process in manila, philippines.

         granted numerous awards and recognitions from 24/7 customer, including the ceo excellence award (2005), outstanding overall performance award (2004), and multiple zero attrition certifications.

         received highest rating among all 24/7 customer manager-operations during performance appraisal and external psychometric evaluations (2005).

         grew 24/7 customer productivity levels by 28% while maintaining customer satisfaction, improved ranking from 10th place to 1st out of 15 vendors, and increased share of business from 10% to 53% with 7 distinct lines of business.

         solid record of effective management of major client relationships for both onsite usa and offshore operations, key accounts have included voice operations: inbound customer service and non voice operations: transaction processing  for united health group, bpo sales for manufacturing vertical; voice: inbound tech support and e mail: inbound tech support for microsoft, voice: outbound telemarketing for stonebridge and jpmorgan chase, and voice: inbound customer service & sales for at&t.

professional experience

wipro ltd                                                                                                                                                2006 c present

associate vice president c operations, atlanta, ga (2010 c present)

service delivery lead c operations, atlanta, ga (2009 c 2010)

practice manager c bpo, dallas, tx (2007 c 2009)

service delivery lead c operations, mumbai, india (2006 c 2007)

  • in recognition of outstanding performance, steadily progressed within company to attain present position entrusted with driving all aspects of north american operations for this leading global provider of bpo services.

 

continued


 

yyyyyy x. yyyyyy                                                                                                                                                                                                       page 2

 

  • continually grow business among existing and new clients by identifying bpo opportunities; develop and implement robust and scalable business models, including predictability on business for internal clients and cpms for external clients.
  • manage profit and loss statements, prepare and administer annual revenue/expense budgets, and analyze consumer trends and actual performance; additionally direct human resources including hiring, training, deploying, and scheduling employees.
  • ensure optimal levels of quality, adherence to slas, and superior customer satisfaction ratings; define quality parameters and actively monitor performance, perform data analytics, predict and mitigate risks, conduct quarterly performance reviews with clients, and design customized performance improvement strategies.
  • establish reporting, forecasting, and training infrastructures to meet corporate and client goals and quality standards.

 

24/7 customer, bangalore, india                                                                                                                   2003 c 2006

program head / sr. manager c operations (2005 c 2006)

manager c operations (2004 c 2005)

sr. team leader (2003 c 2004)

  • promoted within this highly regarded indian bpo to head of operations responsible for managing client expectations, program performance and quality, and overall profitability.
  • developed short- and long-term strategic business goals for the outbound telemarketing segment, as well as greater operations objectives; determined training needs, addressed employee satisfaction /retention issues, and mentored future business leaders.
  • monitored target attainment and introduced numerous cost controls, process improvements, dmaic projects, client servicing and retention strategies, crisis management and public relations tactics, and other initiatives.
  • created budgets for man power, infrastructural improvements, and cost centers.

 

old mutual kotak mahindra life insurance, bangalore, india                                                                                     2003

sales manager

  • led team of more than 30 life insurance advisors in achieving sales and customer service goals; designed new sales strategies and training staff.
  • provided regular reports to senior management regarding operations, administration, and policy processing issues.

 

infoaspects, bangalore, india                                                                                                                       2000 c 2003 

assistant manager c business development (2001 c 2003)

senior business development executive (2000 c 2001)

  • expertly managed more than 20 marketing, sales, and business development executives in identifying and tapping new business potential in new and established territories.

 

koala leathers, kerala, india                                                                                                                        1995 c 1997

business development executive (1996 c 1997)

marketing executive (1995 c 1996)

  • performed a broad scope of business development, marketing, sales, hr, collections, and client relations functions.

education

symbiosis centre for distance learning                                                                                 anticipated graduation 2012

studies toward post graduate diploma in business administration c operations specialization

oxford college of business management at bangalore university, bangalore, india                                                  2000

bachelor of business management c marketing specialization

 

~ professional development & certifications ~

six sigma champions workshop ~ risk management and compliance (rmac) certification ~ code of business conduct (cobc) certification ~ cross-selling/up-selling & business proposal writing ~ vision & values alignment workshop ~ wipro brand ambassador & business etiquette training ~ wipro leadership program ~ business leader program ~ customer operations performance center (copc) awareness & implementation ~ six sigma tools & techniques / dmaic workshop ~ 24/7 customer leadership development program

 

 

yyyyyy x. yyyyyy                                         

2795 peachtree rd. ne, #0000 xxxxxx xxxx , xxxx , xxxxx 00000

abc@xyz.com

(xxx-xxx-xxxx

 

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date

 

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging career opportunity in a insert specific 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 international bpo experience, with expertise in all aspects of business operations from start-up planning through continuity and expansion.  in my current role with wipro, i was instrumental in establishing the company s first us-based center in atlanta, ga, as well as its ongoing growth with a new center to handle overflow and potential outage situations.  prior to that, i oversaw a 1000+ employee call center across chennai and bangalore and set up the new manila center for 24/7 customer.  i excel at identifying and addressing client-specific needs, and am adept at employing organizational, staff development, and technical enhancement techniques to quickly increase profitability and customer satisfaction.  my unique blend of client relations, operational management, business analysis, and technical skills has consistently proven integral to my success.  to complement this background, i hold a bbm and am currently engaged in post-graduate studies in business administration.

 

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 insert company name, and look forward to interviewing with you in the near future.

 

sincerely,

 

 

yyyyyy x. yyyyyy

 

 

 


 

yyyyyy x. yyyyyy                                         

2795 peachtree rd. ne, #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 would like to thank you for providing me the opportunity to interview with you and discuss the exciting insert specific 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 operations management, client engagement, and business administration skills vital to your operations and i 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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