Accomplished business leader with a consistent, proven track record of exceeding performance objectives.

  More than 13 years of valuable, hands-on experience as a Supervisor in a call center environment.

  Experience building and leading a team of employees to maximize their potential and excel.

  Stellar time management, attention to detail and organizational skills, including prioritizing tasks.

> Team Building/Leadership > Staff Training & Development > Operations Management

> Customer Service > Conflict Resolution > Policies & Procedures

> Continuous Improvement > Employee Performance Reviews > Turnaround Management

Tech Support Supervisor, Sprint Wireless PCS  Xxxxxx, OK 2003-2016

  Led more than 20 technical support personnel to identify and resolve problems customers were experiencing.

  Served as escalation point of contact for managers and team leads, showcasing diplomacy and tact to satisfactorily resolve problems in an accurate, timely and efficient manner.

  Mentored, trained and coached managers to maximize their individual potential, lead teams and teach best practices like How to Hire, Manage the Manager and Conflict Resolution.

  Conducted annual reviews of employee performance, including identifying areas for improvement.

Achievements:

  Earned numerous Certificates of Excellence and Certificates of Recognition for ranking as top performer. 

  Spearheaded design and implementation of a new Coaching and Development Program for all supervisors. 

  Improved performance of technicians after creating and implementing new processes and procedures.

  Led the first group that utilized team chat /instant message while on live calls with customers.

  Boosted the customer experience by leveraging technology so when customers called back they didn t have to re-start the process over again and waste precious time.

Store Manager, Taco Beuno Xxxxxx, OK                                                                           1996-2000

  Led all aspects of restaurant operations, including sales; customer service; staffing; and problem solving.

  Coached, trained and guided team members to work together and provide a great customer experience.

  Implemented new policies and procedures that improved overall business performance.

Turnaround Specialist, Braums Ice Cream Shop and Burger Restaurant 1993-1996

  Revamped stores that had been failing to achieve profitability and turned them around within four months. 

  Supported each Manager or Co-Manager in returning their individual restaurant to profitability.

Bachelor of Science (BS), Business Management, Strayer University; currently pursuing (4.0 GPA)

Active Volunteer, Red Rock Behavioral Health Services, a non-profit mental health center

  Planned at least one major annual group outing for those in need every year.

Dear Hiring Manager:

With this letter, I wish to express my strong interest in joining your organization as a (INSERT JOB TITLE).

As demonstrated in the accompanying resume, I am an accomplished business leader with a consistent, proven track record of exceeding performance objectives. For example, I have more than 13 years of valuable, hands-on experience as a Supervisor in a call center environment. In this capacity, I earned numerous Certificates of Excellence and Certificates of Recognition for ranking as a top performer. Among my additional achievements:

  Built and led a large team of employees to maximize their potential and excel.

  Served as escalation point of contact for managers and team leads, showcasing diplomacy and tact to satisfactorily resolve problems in an accurate, timely and efficient manner.

  Mentored, trained and coached managers to maximize their individual potential, lead teams and teach best practices like How to Hire, Manage the Manager and Conflict Resolution.

  Spearheaded design and implementation of a new Coaching and Development Program for all supervisors. 

  Improved performance of technicians after creating and implementing new processes and procedures.

  Led the first group that utilized team chat /instant message while on live calls with customers.

  Boosted the customer experience by leveraging technology so when customers called back they didn t have to re-start the process over again and waste precious time.

As your leader, you will find me to be a team player committed to exceeding your performance expectations. I have no doubt that I would be a valuable asset to your operations, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy

xxx-xxx-xxxx