Personable communicator with a proven track record of training personnel and improving productivity.

  Consistently promoted to positions of greater responsibility for exceeding performance objectives.

  Demonstrated ability to lead and collaborate on projects, with four years of management experience.

  Proficient with Microsoft Office Suite, SharePoint and Access, as well as Crystal Reports.

CenturyLink (formerly Qwest) 2004-Jan. 2016

Senior Analyst, Customer Experience and Quality Aiken, SC (July 2015-Jan. 2016)

  Used speech and text analytics to better understand customers in order to provide better service.

  Generated reports detailing the nature of customer inquiries, including their word choices and descriptions, and presented findings to the Manager of Customer Experience and other company leaders.

  Provided valuable data and support to decision makers across multiple departments, including call center; technical support; service delivery; marketing communications; and compliance.

  Analyzed Interactive Voice Response (IVR) behavior and recommended changes that were adopted.

  Conducted root cause analysis of Net Promoter Score (NPS).

Senior Analyst, Quality Assurance Aiken, SC (2011-July 2015)

  Collaborated with up to five colleagues to design proprietary speech analytics technology in order to better understand the customer base, and consequently, how to deliver better service.

  Nominated in 2014 for Outstanding Service Provider efforts for helping the IT Department to understand specific data in order to design a new billing system.

  Worked closely via telephone and email with an outsourced, 12-member quality assurance team.

  Completed studies on how to improve handle time; increase offer rates; and lower transfers and silence and hold times, which resulted in enhanced service levels.

  Showcased strong problem solving skills while managing workflow and dispute processes.

Vendor Manager, Quality Assurance Aiken, SC (2008-2011)

  Led a team of 25 quality control analysts located offshore, including spearheading training initiatives.

  Developed training curriculum and materials in order to educate team members on best practices.

  Spearheaded webinar training sessions to help team members provide great client service.

  Performed calibrations and quality audits to achieve consistent, customer service standards.

  Recognized with colleagues at a shareholder meeting for creating standards for communicating effectively with customers using social media tools such as Facebook and Twitter.

Quality Assurance Specialist Idaho Falls, ID (2005-2008)

  Analyzed communications between service agents and customers; identified areas for improvement; and coached agents on how to learn from these challenges in order to provide better service.

Sales Consultant Idaho Falls, ID (2004-2005)

  Answered inbound telephone calls and helped customers with their billing or product questions.

Previously:

Mortgage Loan Originator, Regions Bank 2000-2004

  Earned President s Club honors in 2002 and 2003.

Manager, Carolina Mortgage Network 1996-2000

  Led and trained a team of mortgage loan originators to maximize their potential and excel.

Bachelor of Science, Business Administration (BSBA), University of Phoenix; earned 2004

  Net Promoter Certified.

  Completed Nexidia Speech Analytics, HP Qfiniti and HP Explore product training.

Dear Hiring Manager:

With this letter, I wish to express my genuine interest in joining your organization as a (INSERT JOB TITLE HERE FOR EACH DIFFERENT JOB YOU APPLY TO).

As demonstrated in the accompanying resume, I am a personable communicator with a proven track record of training personnel and improving productivity. During a 12-year career at CenturyLink (formerly, Qwest), I was consistently promoted to positions of greater responsibility for exceeding performance objectives. Among my unique qualifications:

  Demonstrated ability to lead and collaborate on projects, with four years of management experience.

  Collaborated with up to five colleagues to design proprietary speech analytics technology in order to better understand the customer base, and consequently, how to deliver better service.

  Completed studies on how to improve handle time; increase offer rates; and lower transfers and silence and hold times, which resulted in enhanced service levels.

  Nominated in 2014 for Outstanding Service Provider efforts for helping the IT Department to understand specific data in order to design a new billing system.

  Developed training curriculum and materials in order to educate team members on best practices.

  Spearheaded webinar training sessions to help team members provide great client service.

  Recognized with colleagues at a shareholder meeting for creating standards for communicating effectively with customers using social media tools such as Facebook and Twitter.

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

803-522-3055