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Yyyyyy x. yyyyyy
abc@xyz.com xxx-xxx-xxxx
Driven, focused, and hard-working Strategic Leader with 15+ years of experience and a proven ability to lead others and oversee daily operations within fast-paced call center environments. Experienced in managing cross-functional teams, overseeing customer service quality levels, diffusing escalated customer service situations, and coaching/training staff members. Highly adept in improving operational efficiency levels in addition to maintaining strong communication with co-workers, staff, customers, and members of executive management.
Key Competencies
Operations Management Call Center Team Management Training / Development Policy Development
Vendor Management Technical Support Software/Hardware Deployments Customer Retention
Process Improvement Oral/Written Communication Cross-Functional Team Leadership Time Management
Professional Experience
Boingo Wireless, Los Angeles, CA July 2015-Present
Tier 2 Technical Support Team Lead
Direct daily technical support operations within a fast-paced environment with a concentration on increasing productivity, efficiency, and client satisfaction
Supervise a team of Technical Support Representatives which requires providing individualized training in addition to diffusing employee relations issues
Oversee Tier 2 support logistics which includes level 2 billing inquiries, assist clients via email, live chat, and social media, and consistently review company social media accounts
Provide on-site training to outsourced Tier 1 agents, assist with special projects as needed, and complete individual QA reviews on a bi-weekly basis
Accretive Health, Kalamazoo, MI October 2014-June 2015
Customer Service Associate
Provided superior customer support to key clients within a call center environment which included large, non-profit, hospitals throughout Michigan and Alabama
Assisted incoming callers within billing and/or account related inquiries, explained benefit specifics to clients, and obtain payments from patients
Played a lead role in training and coaching new staff members which required superior communication and interpersonal abilities
AT&T, Pasadena, CA March 2000-December 2013
Maintenance Administrator
Coordinated customer support and administrative functions within a successful organization which included troubleshooting technical issues with both DSL and Uverse
Oversaw comprehensive training classes for both co-workers and members of management, attended internal conference calls, and maintained detailed spreadsheets
Worked closely with internal technical support teams during organization wide software rollouts, completed outbound calls to clients, and dispatched Technicians to service calls
Managed service connections/disconnections on behalf of clients along with acting as an Office Coordinator for internal AT&T newsflashes
Additional Professional Experience Includes: Directory Assistant Operator, AT&T (1997-2000)
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