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yyyyyy x. yyyyyy                                                    0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                                                  xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

versatile team player eager to contribute sharp field service management, customer service and administrative skills toward assisting a dynamic organization in achieving and surpassing goals.

 

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career profile

ø  college-level computer science education.

ø  expertise in field service operations.

ø  comprehensive understanding of business management.

ø  proven evaluative and analytical skill sets.

ø  strong capacity to manage multiple projects simultaneously.

ø  adept in relationship development and facilitating repeat business.

ø  notable presenter, facilitator and communicator.

ø  well-organized multi-tasker with strong detail orientation.

ø  additional career background in delivery of exceptional customer service.

ø  proven accomplishments in building market share and recognition.

ø  track record of achieving challenging revenue objectives.

ø  exceptional team leader.

ø  proficient in advanced business software applications including ms office suite, iex, email exchange and pipkins.

ø  capacity in strategic planning, systems management and cost control.

 

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professional experience

comcast cable, chelmsford, ma                                                                                       2001 - present

field coordinator (2006-present)

      promoted to oversee and maintain quota windows utilizing the rumba screen (company dark side database) for beverly geographical areas.

      deliver support to eight teams with 100 technicians and seven management areas. 

      achieve highest team efficiency and productivity levels in field management areas on a consistent basis.

      conduct in-depth forecasting and monitoring of workload staffing levels enabling sales/service technicians to deliver superior customer care.  

      evaluate and analyze manpower availability utilizing work schedules, work type demands, technical skill sets, customer growth and service level objectives. 

      ensure adherence to service levels and budget demands as determine by senior management.

      proactively interfacing between company, clients and multiple service teams to attain organizational objectives.

 

dispatcher iii (2005-2006)

      advanced to prioritize and assign specialized jobs to senior technicians.

      ensured customer data accuracy and successful job completion.

      assisted technicians with the removal, entrance and/or assigning equipment from customer accounts for the quality assurance of equipment status and/or for trouble shooting purposes utilizing the company billing system, acp.

      coordinated with advance technical service department to verify activation on phone and/or modem equipment,

      worked closely with national service activation team to confirm phone number activations.

      originated excel reports to track nightly completion/cancellation rates.


yyyyyy x. yyyyyy

page two

 

 

 

dispatcher ii (2004-2005)

      tasked to monitor/rout field personnel,

      controlled workflow.

      achieved high level of productivity and customer satisfaction.

      scheduled, completed, and properly coded daily work for databases in tts and acp.

      ensured scheduled work order completions were attained.

      accurately completed all upgrades/service for field technician sales credit.

 

 

customer account executive (2001-2004)

      recruited to aid customers with billing inquiries/technical issues with cable/phone service.  

      initiated service changes of service upon customer request.

      gained expertise in use of billing systems, acsr and icoms systems.  

      selected for special projects researching technical high definition issues/motorola box error messages to achieve rapid resolutions.  

      aided operations support center as required.

      facilitated training operations.

      developed trouble tickets in ete and construction databases.  

      designated to serve on support desk as necessary.

 

 

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earlier background

prior to 2001, served in progressively responsible assignments with boston communications group, woburn, ma.   these included helpdesk technician, data analyst and forecasting & scheduling specialist.  in these assignments built outstanding operations, field service, technical support, it and analysis skill sets, provided representation for 30+ markets and delivered support for over 800 customer service representatives.

 

 

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education

northern essex community college, haverhill, ma

computer science studies covering ms software, c++, a+ and html

 

 

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