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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 615-268-8523 abc@xyz.com
Team-oriented, customer-driven Service Manager with experience in successfully coordinating business functions focused on driving client satisfaction. Skilled in working with people of all levels using a proven approach to problem solving and process improvement. Quick learner with the ability to work in a fast-paced environment, both independently and with a team. Establish and sustain strong and lasting relationships with both personnel and customers. Achiever of excellence including profit increases via the development of an environment that fosters productivity and efficiency. Eager to continue a successful career as a leader and integral staff member; targeting a Manger role that will allow for use of skills and offer opportunities for growth. Seeking future opportunities in operations, personnel and account management.
Key Areas of Expertise
Leadership | Client Relations | Cost Control | Decision Making | Communication | Problem Solving | Forecasting Scheduling | Supervision | Organizational Skills | Process Improvement | Relationship Building | Strategic Planning Time Management | Adaptability | Training & Development | MS Office | Windows | Harris ACD | ProComm-Plus
Professional Experience
XO Communications | Senior Manager, Client Services (2006-Present)
Direct a skilled team in providing proactive care to XO clients and support both account retention and growth
Hires, train, guide and supervise 18 capable, skilled Client Services Managers and Account Relations personnel
Develop and uphold ownership throughout an assigned customer base in conjunction with an account team including Sales Representatives, Project Managers and Sales Engineers
Engage in and focus on strategic planning sessions with internal stakeholders
Devise action plans and follow through on related account matters
Prepare and deliver proposals to customers; also lead monthly review of customer accounts with the Account team
Offer monthly health checks, along with service reviews on a quarterly basis to the XO client base
Author manuals of product and circuit inventory of services by location
Develop and execute a comprehensive customer base management plan to grow and retain revenue/products
Identify and set into motion changes to processes that bolster levels of overall efficiency
Foster a results-driven mindset that holds each team member accountable for achievement of high-caliber results, including consistent implementation of all retention efforts
Customer Marketing Advocate (2002-2006)
Led revenue protection, churn and account retention; offered clients a sole point of contact to resolve concerns
Unearthed additional revenue-generating opportunities by up-selling and renewing contract
Named steadily one of the top two performers on the "Save Team" in retaining contracted revenue
Processed Siebel and Data IPS orders in order to help save opportunities as they arose
Marketing Ally | Senior Account/Operations Manager (2000-2002)
Managed the largest client accounts, including Dell Computers, 3Com Corporation and Franklin Covey, which collectively represented 85% of the company s inbound revenue.
Fielded all inbound operations, including departmental productivity and profitability
Grew and managed the Countrywide Insurance client account to $1.5M per year; also used sound forecasting and scheduling methods to increase the profit margin by 15%.
Engaged in daily interaction with clients; provided status reports, negotiated project timelines, ironed out contract details and the like
Yyyyyy x. yyyyyy
Continued
Teltrust, Inc. | Product Development Manager (1999-2000)
Led new product development including design, budgeting, timeline developing, testing and eventual launch
Added enhancements to existing products or platforms; allowed for added sales, revenue or services
Drove continued product care by proactively anticipating unexpected issues or adjustments
Oversaw National Directory Assistance initiatives, aimed at achieving product team goals including work time reduction, service delivery improvement and better margins
Call Center Manager (1997-1999)
Fueled the productivity and profitability of the Call Center; reduced employee turnover, increased proficiency, bolstered agent efficiency and slashed call times
Managed 350 Agents at the Call Center, including 18 Supervisors and three Assistant Managers
Developed and maintained a staff-driven working environment including the incorporation of 360-degree feedback and personnel recognition programs
Coordinated all tasks associated with the development of upcoming events or projects, including new client setup and training initiatives
Assistant Call Center Manager (1992-1997)
Coached and managed a team comprised of up to 15 supervisory staff members
Efficaciously coordinated and set forth Call Center operations, including establishment of performance objectives for supervisors
Provided staff with all necessary coaching, feedback and corrective action to help them garner positive results
Ensured compliance cross departments specific to equipment malfunctions, client complaints, etc.
Education
Completed Courses, Snow College
Professional Development
Fundamentals of Telecommunications; For the Non-Engineering Business Professional
Monitoring and Quality Programs for Call Centers | Activating Your Leadership
Leadership: Identity, Influence and Power | The Counselor Salesperson
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