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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx abc@xyz.com
Profile of Qualifications
- Over 20 years of experience managing high performance teams, boosting sales and delivering top notch customer service within fast-paced call centers.
- Proven track record of increasing customer retention rates, enhancing overall customer experience and surpassing goals.
- Well versed in developing and implementing highly effective training programs and leading teams of up to 300 members.
Key Areas of Expertise
Call Center Operations Training & Development Interpersonal Communication |
Leadership Customer Service Process Improvement |
Quality Assurance Sales Problem Solving
|
Professional Synopsis
Comcast, Plymouth, MI 2005-Present
Manager of Inbound Sales
- Fulfill critical management role within a fast-paced, production based inbound call center.
- Steer daily operations of 8 Supervisors and 90 Inbound Sales Agents; strategically monitor and boost performance while ensuring quality control throughout daily operations.
- Utilize excellent leadership skills to train new employees; focus heavily on importance of delivering quality service, forming positive relationships and customer retention.
- Design and implement innovative strategies to promote growth and continually surpass goals.
- Leverage strong product / service knowledge to upsell and cross sell; significantly increase company revenue.
Jacuzzi Brands Inc., Dallas, TX 2004-2005
Manager of Customer Service and Sales
- Assumed key leadership position overseeing 10 Supervisors and 70 Customer Service Agents within a fast-paced inbound call center.
- Conducted in depth training on providing excellent customer service, fulfilling customer requests and resolving complaints.
- Continually met and surpassed sales, productivity and quality goals.
MCI Telecommunications 1986-2004
Sr. Manager Customer Service, Dallas, TX (2001-2004)
- Received multiple merit based promotions due to strong customer service and leadership skills.
- Directed daily activities of 12 Supervisor level employees responsible for overseeing 130 Customer Service Agents.
- Conducted in depth training on various topics, including strategies to reacquire lost customers.
- Thoroughly monitored employee performance; implemented goals and developed action plans as necessary.
Previous Positions:
Sr. Manger Local Services Operations, Houston, TX (1994-2001)
Manager Customer Service, Pinellas Park, FL (1993-1994)
Supervisor Inbound Customer Service, Southfield, MI and Chicago, IL (1986-1993)
Education & Professional Development
Bachelor of Arts in Economics, Oakland University, Rochester, MI
Completed Extensive Training in the Areas of: Facilitative Leadership, Coaching & Development, Net Promoter Score Customer, Hiring, Employee Relations, Labor Relations, Performance, Managing Diversity, Negotiation, Motivation, Managing Conflict and Accounting.
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