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Experienced Senior Manager with 10+ years of experience and a significant background in overseeing day-to-day customer service and logistical operations within high-stress environments. Experienced in leading cross-functional teams, implementing standard operating procedures, and diffusing difficult customer service situations. Equipped with a keen ability to manage large-scale projects, implement process improvements, and foster positive rapport with vendors, clients, co-workers, and members of executive management.
Root Cause Analysis
Attention to Detail
Directly manage a variety of administrative and operational functions within a fast-paced environment with a focus on increasing productivity and efficiency
Oversee all facets of customer service within the organization which includes supervising a team consisting 2 Managers, 7 Service Technicians, and 4 Global Product Engineers
Provide individualized coaching to staff members, diffuse complex customer service issues, and implement comprehensive standard operating procedures
Identify the root cause of customer service issues in order to prevent reoccurrence, create customer service metrics/goals, and develop reports for executive management
Play a lead role in the implementation of a global database which is used to track system related issues while simultaneously devising unique solutions
Coordinated day-to-day product related tasks which included supervising a cross-functional field services team in addition to implementing streamlined processes
Successfully designed and implemented an in-depth escalation process which resulted in accurately allocating resources and resolving customer concerns
Acted as a Project Manager for a system first build which required designing timelines and workflows, organizing project schedules, and overseeing the manufacturing/engineering process
Utilized superior communication and interpersonal abilities in order to foster positive relationships with co-workers, vendors, and members of management
Additional Professional Experience Includes: Global Product Support Engineer III, Novellus Systems (2000-2004) and Aviation Electronics Supervisor, US Navy (1990-2000)
Hiring Agent Name
I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
As demonstrated in the accompanying resume, my professional qualifications include a strong background in management roles with a focus on managing daily customer service operations, diffusing difficult client situations, implementing standard operating procedures, and leading complex projects. In addition, I have a keen ability to supervise staff members and provide in-depth individualized coaching.
To complement my professional experience, I also possess stellar interpersonal and communication skills with an impressive educational background which includes a Bachelor of Science in Technical Management.
As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.
Yyyyyy x. yyyyyy
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