Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Solutions-Centric Leader who offers talents in Client Services, Customer Care Processes, Sales Engineering, Team Building / Training, Program Design / Development, Escalations Resolution, and Account Management, as well as Strategic Analysis, Trends Tracking, and Process Optimization, to maximize an employer s bottom line.

Career Highlights Include:

  Continually promoting excellence in customer services and core experiences.

  Excelling within fast-paced autonomous and / or collaborative work situations.

  Designing and developing results-focused process and procedural improvements.

  Emphasizing new methods of team building / coaching to overcome service obstacles.

  Enhancing the customer experience via strong communication and interpersonal relations skills.

  Driving staff engagement and creating forward-thinking alliances to meet customer service goals.

Sales Engineer

Capitalized on the opportunity to manage the customer care process, including preparing and executing detailed product demonstrations for prospective / existing clients, collecting documentation to follow up on outstanding / open items, and serving as the point-of-contact for developing Call Center programs. Continually participated in client-oriented calibration sessions, along with reviewing client documentation to build out a navigable system.

  Served as the designated SME to Call Center Operations and internal customers.

  Created and managed key applications for clients, and processed updates as required.

  Assessed project specs and provided feedback to maximize UI Application and project success.

  Collaborated with business development and marketing staff to create Customer Service Solutions.

Supervisor Sales Support (2010 2014) ￨ Lead Coordinator Sales Support (2010)

Coordinator II Sales Support (2008 2010) ￨ Sales Representative Outbound Telemarketing (2007 2008)

Strategically steered high-priority projects and tasks, including escalating executive sales issues, corporate / CEO sales complaints, Early Termination fee reimbursement processing, winback sales validation / auditing, and retention sales quality assurance call reviews. Led a solutions-centric team of 12 coordinators in consistently meeting standards in quality and productivity. Compiled monthly analysis and trending reports for executive-level review, and regularly evaluated and reconfigured processes to align with current departmental / compaxxxxxx standards. Reduced escalations and improved critical resolution via cross-department collaborations.

  Designed and developed metrics to efficiently track productivity.

  Honored as 2011 and 2013 s President s Club winner as Supervisor.

  Improved workflow and productivity via new processes and / or strategies.

  Reduced received escalations by 50% by implementing a system of checks / balances.

  Identified fraudulent paperwork and opened an investigation to discover and resolve staff fraud.

  Co-created a Salesforce website as a tracking tool for an Early Termination reimbursement project.

Senior Accounts Representative

Contributed talent in accurately processing title applications from order submission through to closing, including ensuring clearance was obtained on unresolved title issues and referring file to legal counsel for in-depth review.

  Promptly responded to client requests for information to improve client satisfaction rates.

  Successfully managed a large-scale database of title applications, surveys, requests, and files.

Yyyyyy x. yyyyyy

Page Two ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Client Services Representative

Led targeted opening, closing, and servicing of customer accounts while maintaining customer and corporate confidentiality. Delivered an engaging experience to customers, and obtained referrals to actively drive business.

  Coordinated and led store-wide tours for school groups.

  Nominated to act as WOW!Zone Instructor by Branch Manager.

Client Services Representative (2002 2004) ￨ Client Associate ￨ Teller (2000 2002)

Delivered quality-focused financial services to new and / or existing customers, including proactively interfacing with branches and departments to promptly address and resolve challenges and ensure use of Service Recovery. Built and sustained a top-notch client associate staff while partnering with branch management to uphold seamless operations and compliance with bank / federal auditory regulations. Ensured corporate confidentiality.

  Honored with multiple Service Star Awards for services excellence.

  Continually resolved areas of non-compliance to meet or exceed standards.

  Achieved 200% of goal during 2003 s 2^nd Semester while meeting or exceeding sales goals.

  Initiated new designs and promotions to lead branch to 1^st Place in district during four sales drives.

Weekend Manager ￨ Acting Manager Dining Room

Collaborated with staff to promote excellence in caf operations, including recruiting, hiring, training, and managing all dining staff, as well as coordinating scheduling and hosting of profit-generating special events.

  Successfully managed caf operations in the absence of owner.

  Continually adhered to safety, cleanliness, and operational standards.

  Exhibited skill in reconciling receipts, preparing bank deposits, and documenting payroll.

Sales Leadership Training Cablevision

Emotional Intelligence Leadership Franklin Covey

Five Choices to Extraordinary Productivity Franklin Covey

Leading Effective Sales Meetings Madison Consulting Group

Extraordinary Sales Leadership Organization or Accrediting Agency

Microsoft Office 2003 / 2010 (Word, Excel, PowerPoint, Outlook)

Adobe Acrobat X ￨ Salesforce.com ￨ Magram (TACS)

HTML ￨ SQL (Basic Knowledge)

Long Island Curling Club (Member Since 2012 ￨ Board of Directors Since 2014)

Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Date

Hiring Agent Name

Compaxxxxxx Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success.

To acquaint you with my background, I can offer proven experience in Client Services, Customer Care Processes, Sales Engineering, Team Building, Training / Development, Account Management, Program Design / Development, Escalations, and Conflict Resolution. I am also well-versed in Strategic Analysis / Planning, Trends Tracking, Data / Records Management, Process Optimization, and Regulatory Compliance, among other areas.

To complement this experience, please note that I participated in rigorous Sales Leadership-, Emotional Intelligence-, and Productivity-focused training / development initiatives with Cablevision, Franklin Covey, and Madison Consulting Group, to name a few.

Recently, as a Sales Engineer for Kipaxxxxxx Productions, I expertly managed the comprehensive customer care process to continually achieve excellence in services, including preparing and executing detailed product demonstrations for prospective / existing clients, collecting documentation to follow up on outstanding / open items, and serving as a point-of-contact for developing Call Center programs. Within this role, I also participated in client-oriented calibration sessions, along with reviewing client documentation to build out a navigable system.

A sample of accomplishments included:

  Serving as the designated SME to Call Center Operations and internal customers.

  Creating and managing key applications for clients, and processing updates as required.

  Assessing project specs and providing feedback to maximize UI Application and project success.

  Collaborating with business development and marketing staff to create Customer Service Solutions.

As this is just an example of my abilities, please refer to my enclosed resume for additional leadership, client services, and sales support experience.

I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy