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Yyyyyy x. yyyyyy

203 Wright St. Apt. 204 | Lakewood, XXXXXX xxxxxx xxx-xxx-xxxx | abc@xyz.xxxxxxm


Profile of Qualifications

Cross-functional Team Leadership | Customer Service | Interpersonal Xxxxxxmmunication | Supervisory Skills

Project Management | Relationship Building | Time Management | Strategic Planning & Analysis | Training & Development

Trainer Appraisal & Improvement | Call Center Start-up | Operations Management | Service Quality Management

Acxxxxxxunt Management | Motivation & Xxxxxxaching | Vendor Relations | MS Office | Windows Proficiency


Driven, goal-oriented professional with over 16 years of proven experience in delivering high-caliber xxxxxxrporate education and Call Center support. Methodical with the ability to leverage insightful thinking to creatively resolve xxxxxxncerns using sensible solutions. Thrive under pressure in fast-paced working environments. Utilize multitasking capabilities to motivate teams and use allocated resources to fuel positive outxxxxxxmes. Able to also excel autonomously to instill xxxxxxnfidence in others and forge fruitful teamwork efforts across diverse groups. Able to seamlessly manage expectations and tackle full responsibility for projects. Xxxxxxmmunicate seamlessly with a range of audiences. Enthusiastic and driven to succeed. Seeking a challenging and new role that will allow for career growth.


Professional Synopsis

T-Mobile USA, Inc.| 2005 Present

Service Partner Management Training Business Manager

Service Partner Management Sr. Trainer

Service Partner Management Trainer II

  Launch and actively support new Call Centers globally and domestically; deliver training curricula to leadership in new Centers and across multiple service partner locales

  Certify new Training Managers, Trainers and Service Partner Training staff to lead xxxxxxmpany education efforts; includes Train the Trainer sessions for Service Partner Trainers and other site leadership personnel

  Audit weekly training statistics for assigned outsourced sites; review performance trends and liaise with outsourced leadership to garner positive results

  Play a key role during calibration calls with Training Managers; support new methodologies and assess the performance of each using previously-created development plans

  Evaluate new hire performance after 30 days across service partner sites; suggest best practices to leadership for each and deliver feedback in a xxxxxxnstructive manner to fuel forward development

  Clearly xxxxxxmmunicate training needs assessment findings to internal leadership

  Often travel globally to various locations including Asia, South Africa and South America to facilitate trainings; position xxxxxxnsists of 70% to 80% travel in total

  Host touch base calls with respective Training Managers to review performance and partner in crafting development plans

  Honored with the highest rexxxxxxgnition award from the xxxxxxmpany and received numerous other awards in addition


Financial Care Facilitator I

  Engaged in a two-month interim assignment in serving as an Operations Xxxxxxach for the Financial Care Center

  Devised and proposed a new six week new-hire curriculum for a 700-person staff

  Drove the planning, delivery and follow-up efforts, as well as leading all xxxxxxntinuing education programs for established personnel

  Led reporting and tracking of all class metrics at the close of each training day

  Assessed and summarized weekly metrics with leadership staff to ascertain the progress of the class as a whole, as well as progress achieved on an individual basis for each student

  Xxxxxxached individuals during final two weeks of the curriculum, including on-the-job instruction and daily debriefing

  Fielded xxxxxxurse feedback including formal xxxxxxrrective action, individual xxxxxxaching sessions and positive reinforcement

  Served as an online site champion for xxxxxxntinuing education, including assignment of web xxxxxxurses

  Actively observed and aided in the development of new facilitation team members

  Aimed across all initiatives to surpass organizational goals with attention to detail and finesse



Yyyyyy x. yyyyyy



ECHOSTAR Satellite LLC | 1997 2005

Customer Service Center Training Supervisor/Expert Xxxxxxach

  Managed all daily operations of the Training Department within a 1400-person Center; supervised a team of 21 Trainers and xxxxxxntinuously delivered performance feedback to each via monitoring and development efforts

  Created useful training documents and procedures across the Department to xxxxxxmplement all self-developed trainings

  Directed student and class assessments over the xxxxxxurse of the full training experience

  Assigned additional job duties to personnel as training progressed; xxxxxxnducted regular team meetings and related agendas to stay apprised of workflow progress

  Authored performance reviews and appraisals that detailed the points of both pride and progress for each staff member

  Established new Call Centers nationally and internationally, including outsourced locations; supported all facets of each Center with an emphasis on fostering and sustaining positive service partnerships


National Tech. Support Training & Xxxxxxmmunication Specialist/Curriculum Design (YEAR YEAR)

  Traveled domestically to lead Training Specialist teams for a total of five National Service Centers; also offered technical support on a global level for outsourced service partners

  Devised and updated both introductory and advanced training materials geared towards customer retention

  Maintained technical training equipment and inventory for all EchoStar Service Centers across the xxxxxxuntry


Customer Service and Sales Training Specialist (YEAR YEAR)

  Formed and dispensed training materials geared toward customer retention; also maintained new hire training and evaluation peripherals in the midst of an evolving, fast-paced working environment

  Developed ongoing training for Customer Service Representatives, Xxxxxxaches and managerial personnel, both at the new hire and experienced levels

  Led regular periodic evaluations of all trainees, both in class and after the xxxxxxnclusion of training; also facilitated team meetings each month to field personnel xxxxxxncerns regarding trainees

  Planned and executed special events for the Center, geared to serve over 800 employees across the facility


Education & Credentials

Associate of Applied Science, Audio/Video Broadcast Business, Xxxxxx Institute of Art (with Honors)

Xxxxxxmpleted Xxxxxxurses, Broadcast Xxxxxxmmunications, City University of New York

Certificate of Xxxxxxmpletion, Television Production, National Cable Television Institute

Certification, Trainer University, T-Mobile USA, Inc.


Xxxxxxmmunity Service


Mentor, Xxxxxx High School

Mentor, Pediatric Cancer Center

Mentor, Rainbow House for Youth


Honors & Involvement


Xxxxxxach of the Month, T-Mobile USA, Inc.

PEAK Achievement Award, T-Mobile USA, Inc.

Power Zone Award, T-Mobile USA, Inc.

Distinguished Service Award, EchoStar Satellite (three xxxxxxnsecutive years)

Member, Toastmasters International






Yyyyyy x. yyyyyy

203 Wright St. Apt. 204 | Lakewood, XXXXXX xxxxxx xxx-xxx-xxxx | abc@xyz.xxxxxxm



March 16, 2018



Hiring Agent Name


Xxxxxxmpany Name


City/State/Zip Xxxxxxde



Dear [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 xxxxxxnsideration. As demonstrated in the acxxxxxxmpanying resume, my professional qualifications include the following acxxxxxxmplishments:


  I bring to any training and development role years of demonstrated xxxxxxaching, mentoring and advisory acumen. I am skilled in working under pressure to surpass both employer and client expectations.


  As a professional, I am highly adept in achieving greatness both as a cross-xxxxxxllaborative team member and an individual xxxxxxntributor. I find that I interact well with independent entities and groups at all levels by carefully leveraging my interpersonal xxxxxxmmunication and leadership skills.


  I possess an example-based supervisory style that is evidenced by the way I work with xxxxxxlleagues and supervisees. I guide those I train to create personal and professional development plans that fit their respective circumstances. I am an expert in needs assessment and adapt my managerial style to fit the needs of each person I mentor.


  My passion for xxxxxxnnecting with others motivates me to achieve greatness. Outside of my expert-level career background, I have engaged in various professional development certification and training programs. I also hold an Associate of Applied Science in Audio/Video Broadcast Business and graduated from my degree program with Honors.


  I serve as a member of my local xxxxxxmmunity in a mentor capacity for Xxxxxx High School, the Rainbow House for Youth and the Pediatric Cancer Center. Furthermore, I ve been honored with numerous awards by employers present and past, and am a current member of Toastmasters International as well.


As an employee, you will find me to be a driven team player xxxxxxmmitted to supporting you in achieving your objectives through superior performance. I am xxxxxxnfident that I xxxxxxuld be a valuable asset to your organization, and look forward to interviewing with you in the near future.



Yyyyyy x. yyyyyy

Enc. Resume










Yyyyyy x. yyyyyy

203 Wright St. Apt. 204 | Lakewood, XXXXXX xxxxxx xxx-xxx-xxxx | abc@xyz.xxxxxxm



March 16, 2018



Xxxxxxntact Name

Xxxxxxmpany Name


City/State/Zip Xxxxxxde



Dear _____________________:


I would like to thank you for providing me the opportunity to interview with you and discuss the exciting (TITLE OF POSITION APPLYING FOR) position currently available with your xxxxxxmpany. Having gained a deeper insight into the job requirements and your objectives, I am xxxxxxnfident you will find me a valuable asset in achieving your goals.


As discussed, my background should translate to dynamic results as a member of your team. In particular, I believe you will find my expertise in (ADDRESS A FEW SKILLS/QUALIFICATIONS/ACHIEVEMENTS RELEVANT TO THE POSITION WHICH YOU DISCUSSED DURING THE INTERVEIW) vital to your immediate and long-term objectives.


Should you have any additional questions, or to further discuss this opportunity, please feel free to xxxxxxntact me at your earliest xxxxxxnvenience. Again, thank you for the enlightening interview. I look forward to your response and am eager to xxxxxxntribute to your success.



Yyyyyy x. yyyyyy

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