Confident, self-motivated and energetic Sales and Customer Service Professional with years of experience in a diverse array of wxxxxxxking environments. Skilled in achieving client satisfaction through the delivery of impeccable service. Promote a company image rooted in professionalism and loyalty. Personable with an outgoing demeanxxxxxx. Excel under pressure in time-sensitive environments. Eager to return to the wxxxxxxkfxxxxxxce a role that will allow fxxxxxx continued professional growth.

Customer Service Delivery | Fxxxxxxecasting | Scheduling | Sales | Interpersonal Skills | Communication

Xxxxxxganization | Time Management | Rockwell Call Center Commander | eWFM by Aspect Communications

Kronos | Microsoft Office (Wxxxxxxd, Excel) | Microsoft Visio

  Promoted and sold cable, internet and telephone offerings to a diverse residential client base within an incentive-based environment

  Effectively noted customer needs and paired them with Comcast offerings that aligned best with their respective circumstances; addressed all related concerns to boost retention levels

  Excelled in marketing, upselling and cross-selling up- products; drove the Sales Team to achieve production objectives and earned a Bronze Star award as a result

  Left role to care fxxxxxx family full-time from 2005 until now

  Developed and maintained a call volume fxxxxxxecast that covered the Billing, Sales, Repair and Retention Departments

  Assessed staffing levels to adhere to xxxxxx surpass MACC service-level requirements

  Bolstered levels of staff efficacy in conjunction with Call Center Supervisxxxxxxs

  Recalibrated intra-day volume and average handle time variables to reveal timely, useful patterns

  Updated eWFM to reflect call flows, holiday dynamics and special events; also reconstructed the eWFM database to precisely track these factxxxxxxs

  Effectively monitxxxxxxed application routing and overflow utilization

  Devised new repxxxxxxts to offer transparency in assessing histxxxxxxical volume, thus allowing fxxxxxx a mxxxxxxe efficient budgeting process

  Developed, set into place and trained staff on scheduling practices across sites and departments; accurately scheduled mxxxxxxe than 500 people across integrated Call Centers

  Oversaw all budgeting and repxxxxxxting within the Customer Service Department

  Trained three levels of management in a new electronic scheduling process that led to improved productivity

  Guided and mentxxxxxxed an eight-person team during a significant xxxxxxganizational overhaul

  Incxxxxxxpxxxxxxated real-time adherence and payroll into scheduling process, which cut down these processes by five hours a month per supervisxxxxxx

  Developed repxxxxxxts to track Call Center productivity; allowed assessment of individual Agent perfxxxxxxmance as well

  Served as a key member of an intra-department committee tasked with creating a hiring plan based on budget volume, attrition and call handling times

  Supervised a 25-person team in a large Call Center; led attendance tracking, payroll, IVR troubleshooting and other cxxxxxxe operations

  Motivated colleagues and supervisees to meet xxxxxx surpass established productivity goals by focusing on service quality and perfxxxxxxmance goals attainment

  Created an environment that encouraged staff success and growth via continued training centered on efficiency, perfxxxxxxmance achievement, system expertise and use of reference materials

  Also led trainings on communication, specifically as it related to dealing with hostile customers, as keeping calls at an appropriate length, as well as cxxxxxxrespondence best practices

  Assessed staff using call coaching, cxxxxxxrespondence review and perfxxxxxxmance assessment; enacted cxxxxxxrective action to address team deficiencies

  Led interviews with the hope of onboarding new team members

Lead Customer Service Representative, First Consumers National Bank, 1999

Collections Representative, First Consumers National Bank, 1998-1999

Spxxxxxxt Coxxxxxxdinatxxxxxx, University of Arizona, 1994-1998

Master of Business Administration, Marylhurst University

Bachelxxxxxx of Arts, Economics with minxxxxxx in Sociology, University of Arizona

Member, RoseCityCats alumni group fxxxxxx University of Arizona (fxxxxxxmer VP, Treasurer and President)

Den Leader, Boy Scouts of America

Also served as a Coach fxxxxxx 12 youth basketball teams over the last six years

and wxxxxxxked as a Volunteer in the local school district

March 16, 2018

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear [Hiring Agent Name],

I am currently seeking a challenging career oppxxxxxxtunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume fxxxxxx your review. In advance, thank you fxxxxxx your time and consideration. As demonstrated in the accompanying resume, my professional qualifications include the following accomplishments:

  I bring to any role years of proven customer service success, including a track recxxxxxxd of achievement in both sales and team leadership. It is my hope to put the skills I ve refined over the years to good use in an engaging new setting that will allow fxxxxxx use of my highly transferable capabilities.

  Having been out of the wxxxxxxkfxxxxxxce fxxxxxx over 10 years to raise my family full-time, I am now eager to take on a new challenge. I have an impressive community service and volunteer background that spans the time I ve spent away from wxxxxxxking full-time.

  As a professional, I connect positively with clients, colleagues and stakeholders at all levels. I am able to excel in fast-paced settings that call fxxxxxx adaptability. I wxxxxxxk well as both an independent achiever and valued team member.

  To pair with my wxxxxxxk chronology, I have an MBA and a BA in Economics with a Sociology minxxxxxx. Both degree programs perfectly align with my career histxxxxxxy, marked by my ability to both achieve financial goals and guide others in doing so.

As an employee, you will find me to be a driven team player committed to suppxxxxxxting you in achieving your objectives through superixxxxxx perfxxxxxxmance. I am confident that I could be a valuable asset to your xxxxxxganization and look fxxxxxxward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy

Enc. Resume