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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 757-472-4613 ceugene3@cox. net


Management Professional

Operations ~ World-Class Customer Service ~ Staff Training & Development

Employee Engagement & Leadership ~ Process Optimization ~ Budget Administration





         Demonstrated strengths in operations management, customer service, project coordination, process improvements, team-building, quality management, and vendor relations.

         Able to combine managerial expertise with interpersonal skills to exhibit proficiency in hiring, training, coaching, mentoring, and leadership.

         Contribute dynamic communication skills toward effectively liaising between executives and internal/external stakeholders to optimize customer service and propel revenue growth.

         Highly skilled at connecting with people from diverse cultures and backgrounds.

         Adept at building teams and steering projects to maximize use of resources, boost productivity, control costs, and achieve performance goals.

         Maximize customer loyalty by fostering positive relationships based on credibility and integrity.

         Work well under pressure and meet deadlines with frequent interruptions and redefined priorities.

         Implement procedures and controls to accelerate workflow and reduce expenses.


Professional Experience


AvalonBay Communities 2014 Present

Specialty Operations Manager 2015 Present

         Spearhead critical customer support operations encompassing associate housing, resident statement production, utilities, retail, corporate delinquency, subsidy housing billing, live chat function, and e-mail support.

         Process average of 180,000 resident statements monthly for all communities in portfolio.

         Demonstrate sharp organizational skills in managing and maintaining 671 onsite associate housing license/lease accounts.

         Develop, mentor, and inspire all team members to advance to next promotional level within Career Atlas Development program.

         Partner with Housing Authority agencies to support subsidized housing market with monthly assets exceeding $950K.

         Supervise customer support staff in responding to 1,000+ emails and chat interactions monthly.


Accounting Specialist I 2014 2015

         Interfaced with residential clients, specialty operations, and loss mitigation department to investigate payment inquiries, resolve related disputes, and facilitate legal process accordingly.

         Completed timely payment processing to adhere to lease/contract specifications and played a pivotal role in exceeding service goals by approximately 5% versus prior year.

         Ensured service goals for team, department, and contact center met or surpassed annual expectations.





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Target, Inc. 2013 2014

Executive Team Leader Sales Floor

         Assigned to oversee and optimize operations at newest Target store in Hampton Roads district.

         Attained sales and budget objectives via proficiency in guest service, brand management, and merchandising of two key departments producing between $2M - $9M annually.

         Recruited, hired, trained, coached, mentored, and motivated highly productive associates.

         Championed efforts to effectively outpace sales goals for department, store, and district by 5%.


Chartway Federal Credit Union 2012 2013

Director of Alternative Channels

         Governed all facets of enterprise contact centers including staffing, member relations, and technologies for handling both telephone and web-based consumer loan application processes.

         Consolidated four contact centers to two and steered conversion of four major credit union models to new core system with minimal impact to member service operations.

         Awarded as 2012 National Sales Team of the Year by achieving 92% on external survey and 96% Sales Production effectiveness.

         Significantly streamlined telephone menu options from nine standard contact points to four customized prompts.


QVC, Inc. 1997 2012

Area Manager, Customer Service 2003 2012

         Led 300-person business segment which handled 5.25 million inbound/outbound calls, 500,000 email and live-chat interactions, and 6,00,000 consumer orders each year.

         Administered $10M operating budget to facilitate customer service & support functions, consumer credit card fraud prevention, internal security review, and new product development.

         Restructured customer service organization to emphasize web transactions / eCommerce channel.

         Orchestrated call center consolidation and expansion projects, and masterminded a series of initiatives to reduce 2010 budget by 25%+, elevate quality score, increase customer satisfaction, and fortify employee retention.


Manager, Financial Operations 2002 2003

         Provided strategic and financial direction for Chesapeake call center including oversight of $28.5M budget and 1,200+ base employees.


Area Manager, Order Entry 1999 2002

         Provided leadership to 1,000+ personnel across three shifts and enforced delivery of world-class service to all QVC customers.


Area Manager, Customer Service 1997 1999

         Directed 450+ employees spanning phone, product information, and eCommerce business segments within call center including close monitoring of consumer credit card fraud prevention, internal security, client support, and emerging product development.




Bachelor of Arts, Political Science

Old Dominion University, Norfolk, VA



Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 757-472-4613 ceugene3@cox. net


















Please accept this letter and accompanying resume in application for the (INSERT JOB TITLE) opportunity that is currently available with (INSERT NAME OF COMPANY). In advance, thank you for your time and consideration.


I bring to you a seasoned career in the customer service arena, advanced capabilities in operations management, and excellent talents in project coordination, continuous improvement, and team leadership. My polished managerial, analytical, strategic, and budgeting skills certainly indicate my ability to drive positive transformations in any environment. To complement these qualifications, I offer strong abilities in generating substantial cost savings and a constant commitment to enforcing quality control and regulatory compliance in all initiatives.


As an integral member of your leadership team, you will find that I am well-positioned to deliver immediate and long-term results, with a steadfast commitment to supporting you in not only attaining, but exceeding your goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you in the near future.






Yyyyyy x. yyyyyy

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