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Yyyyyy x. yyyyyy

8101 Golden Meadow Boulevard Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx



Seeking Client Support / Operations Management Role

Proven Leader Committed to Driving Growth, Creating Strategic Initiatives & Providing World-Class Services


Highly Qualified Manager who makes sound decisions to reflect positively on high-volume operations in alignment xxxxxxth a company s vision, value, and goals. Top Performer who works to attain a competitive advantage via solutions-centric critical thinking talents for insightful, change-driven results. Visionary Professional who rises above challenges to improve the bottom line and achieve xxxxxxnning outcomes, including quickly adapting to evolving scenarios to reach high productivity levels. Excellent Communicator who develops synergistic relationships xxxxxxth decision-makers, teams, and clients.


Career Highlights Include:

  Offering skill in short- and long-term project management implementation.

  Promoting seamless international business operations in fast-paced scenarios.

  Proactively leading teams by example and xxxxxxth integrity to inspire confidence.

  Designing and developing professional training initiatives to enhance productivity.

  Independently resolving in-depth issues xxxxxxth internal / external peers to boost success.


Professional Experience


AT&T, Waukesha, XXXXXX 2012 Present


Client Support Specialist

Capitalize on the opportunity to support forward-thinking Fortune 400 account teams in the implementation of IP networks, including facilitating large-scale IP networks for customers and creating process documents for NNI changes. Participate in rigorous training programs for IP products to exceed business goals. Continually meet and interact xxxxxxth customers daily to promote superior support services.


  Successfully trained employees on traditional TDM networks and AVPN processes.

  Collaborated xxxxxxth multiple departments to complete customers expedited requests.

  Enhanced business operations efficiency by creating a new order tracking document.


Digicorp, Inc., Milwaukee, XXXXXX 2010 2012


Account Manager

Maximized bottom-line performance by selling IT and Telephony business products xxxxxxthin a highly competitive Xxxxxx and Northern Illinois region, including designing, pricing, proposing, and training customers on diverse IT and telecommunications products. Promptly escalated customer service issues.


  Successfully trained sales team in SMART Board technology.

  Achieved certifications in ADTRAN and SMART Board technologies.

  Created sight seller and general training materials for newly hired sales staff.


Global Crossing, Milwaukee, XXXXXX 2009 2010


Client Account Manager

Drove business growth by aggressively selling services to a group of assigned accounts and pursued new clients for telecommunications services. Escalated customer service issues to attain prompt resolution.


  Noted as the first person hired from an outside company into a rigorous CAM role.


Norlight, Inc., Brookfield, XXXXXX 2007 2009


Account Specialist (2008 2009)

Spearheaded solutions-focused account management initiatives by collaborating xxxxxxth a group of assigned clients on telecom needs, including installations, disconnections, billing, and general telecommunications questions. Managed xxxxxxde-ranging accounts to achieve daily telecom objectives.


  Exhibited skill in promptly resolving complex billing challenges.

  Conceptualized, designed, and developed new training documents.


Yyyyyy x. yyyyyy

Resume Page Two (xxx-xxx-xxxx


Professional Experience (continued)


Norlight, Inc., Brookfield, XXXXXX (continued) 2007 2009


Customer Care Manager (2007 2008)

Utilized broad scope of industry knowledge and dynamic leadership acumen toward training, mentoring, and managing a team of 11 account coordinators, including developing new job descriptions and hiring processes to objectively recruit and screen highly qualified candidates. Demonstrated solid communication and interpersonal relations talents toward guiding a weekly care manager staff call and customer care manager call, and personally hosted the first joint AC Summit.


  Collaborated xxxxxxth LECs on customer installations and resolved key customer issues.

  Wrote and evaluated employee reviews and participated in integral training classes.

  Expertly worked xxxxxxth local service providers to meet customer needs on installations.

  Created a weekly tracking system, SME list, training manual, and afterhours charge process.


AT&T (acquisitions included SBC & Ameritech), Brookfield, XXXXXX 1995 2006


Associate Director Sales Support (2006)

Strategically steered sales support initiatives while recruiting, training, mentoring, and managing a results-generating team of 12 union employees in designing telecommunication solutions for corporate Fortune 400 companies in Illinois. Directed pre- and post-sales customer service while providing new construction installation, renovation, technology upgrades, and dismantling of service systems. Contributed sharp analytical abilities toward evaluating monthly project data to determine adjustments in meeting customer needs and deadlines. Led bi-monthly staff meetings to offer ongoing team support.


  Successfully supported 1,500+ accounts and 75 sales representatives.

  Personally managed up to 30 projects weekly xxxxxxth revenues up to $5.1 million.

  Developed internal training programs attended by sales and support associates.

  Increased efficiency and productivity by developing process improvement programs.

  Seamlessly troubleshot client communications concerns for total satisfaction of services.


Area Manager Sales & Provisioning (2000 2006)

Led targeted Sales & Provisioning initiatives while recruiting, training, mentoring, and managing a details-driven team of associates in facilitating project management delivery of telecommunications services for Fortune 500 companies in Xxxxxx, Minnesota, and Illinois. Played a vital role in supporting 50+ sales personnel in project design, sales, and installation of network services. Promoted exemplary services for clients as a resourceful point-of-contact for service and / or sales issues.


  Supported filing tariff adjustments for a Central Region.

  Proactively assisted global accounts xxxxxxth networking projects.

  Recognized for job excellence xxxxxxth 2003 s President s Award nomination.

  Optimized operations efficiency by creating weekly project tracking reports.

  Represented Central Region on Advisory Council and Long-Distance Stakeholders.

  Successfully planned and served as host for a 13-state Provisioning Managers convention.


Additional pre-2000 professional experience included roles as Service Delivery Manager, Territory Manager, and Telephone Account Manager throughout employment xxxxxxth AT&T and acquisitions.


Education, Professional Development & Technical Summary


University of Xxxxxx Whitewater, Whitewater, XXXXXX


Bachelor of Arts in Communications (Public Relations Emphasis)


Day of Leadership Zig Ziglar (2004) Managing Through Change in the Workplace (2006)


Microsoft Office (Word, Excel, PowerPoint, Outlook) ACIS TIRKS WAFA E-Link SAP-GUI


Yyyyyy x. yyyyyy

8101 Golden Meadow Boulevard Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx





Hiring Agent Name

Company Name


City/State/Zip Code




I am exploring a new career opportunity xxxxxxthin a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your bottom-line performance.


To acquaint you xxxxxxth my background, I offer proven experience in Client Support Operations, Account Management, Client Needs Analysis / Assessment, Trends Tracking, Customer Service, Communications, and Conflict Resolution. I am also highly skilled in Team Building, Training / Development, Policy / Procedure Development, Regulatory Compliance, and Multi-Process Optimization, among other areas.


Currently, as a Client Support Specialist xxxxxxth AT&T, I successfully assist forward-thinking Fortune 400 account teams in the efficient implementation of IP networks, including implementing large-scale IP networks for customers and creating process documents for NNI changes. Xxxxxxthin this role, I actively participate in rigorous training programs for diverse IP products to exceed business goals while continually meeting xxxxxxth and interacting among customers on a daily basis to promote superior support services.


A sample of my accomplishments include:


  Successfully training employees on traditional TDM networks and AVPN processes.

  Collaborating xxxxxxth multiple departments to complete customers expedited requests.

  Enhancing business operations efficiency by creating a new order tracking document.


To complement this experience, please note that I earned a Bachelor of Arts in Communications xxxxxxth an emphasis in Public Relations from the University of Xxxxxx Whitewater. I also completed various professional training endeavors, including xxxxxxth industry-leading Zig Ziglar.


[ Suggestion! Optional! Address Here Any Skills / Qualifications / Achievements Relevant to the Job Posting. REMOVE this before sending]. As this is just an example of my abilities, please refer to my enclosed resume for additional customer care, client account management, sales support, and operations leadership experience.


As a proven leader, I am positioned to deliver both immediate and long-term results xxxxxxth a continued commitment to exceeding your team s goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviexxxxxxng xxxxxxth you soon.






Yyyyyy x. yyyyyy

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