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Yyyyyy x. yyyyyy

- 7351 Skyline Dr. E #108 Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *








Dear Hiring Manager,




        I am writing this in response to a job vacancy posting for the position of ________________. Please accept my application to become part of your team. My resum is attached for your review and consideration.


What I offer is my baccalaureate degree in Business Administration and more than 17 years providing high-performance customer-focused team supervision and management, out of 32 years of aggregate experience in customer service, office management, and business operations support in the telecommunications, retail, and transport industries. I am currently with Verizon Wireless as a Technical Support Supervisor based in Xxxxxx, XXXXXX. Prior to this, I was a Customer Service Supervisor for Verizon s Houston, TX and Xxxxxx, XXXXXX offices, following my tenure as a Business Support Supervisor at its Houston office. For more details, please take a moment to go through my resum .


In leveraging my managerial and supervisory competencies in customer service, I also bring to the table my personal strengths that include a passion for achieving business objectives through sustainable customer-focused and results-driven leadership excellence. Along the way, I have also proven my interpersonal communication skills that help build professional relationships with clients, stakeholders, and industry professionals so vital in generating repeat business, building and maintaining a healthy reputation in highly competitive markets, and creating a seamless work environment with colleagues in attaining shared commitments.


I am confident that my education, experience, and personal strengths offer the right mix of qualifications with which I can help you achieve your objectives as part of your team. Should you need further clarification, or would prefer to schedule an interview, please do not hesitate to reach me through my phone or email address indicated in the heading. Thank you for considering me, and I look forward to hearing from you soon.








Attachment: Resum




Yyyyyy x. yyyyyy

- 7351 Skyline Dr. E #108 Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Customer Service Management

Qualifications Profile


    Dynamic, self-motivated, and results-driven professional with more than 17 years providing high-performance customer-focused team supervision exceeding sales targets, out of 32 years of aggregate service in office management, and operations support in the telecommunications, retail, and transport industries.

-    Strong passion for outstanding customer service that improved customer satisfaction ranking by 18% at Verizon.

-    Ranked in the top 3% for exceptional performance nationwide for Verizon, enabling process efficiency and building professional client relationships that enable the sales and account management teams to grow sales and deliver a satisfying customer experience.

    Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities and demographics.


Key Expertise

Sales Management

    Marketing & Sales (Trad. & Online)

    Customer Service Management

    Business Development

    Retail Sales Management

    Multiple Account Management

    Relationship Management (Customers, Supplier, & the Public)

    Client Presentation Management

Business Operations Management

    Tactical & Operations Planning

    Fiscal & Budget Administration

    Process/Workflow Improvement

    Continuous Quality Improvement


    Personnel Administration

    Organizational Development

    Manpower Sourcing & Recruitment

    Performance Appraisal

    Staff Supervision & Training

    Office & Staff Administration


    Productivity Tools: MS Office

    Internet: Email/Webmail, Web Research, & Social Networking


Professional Experience


Verizon Wireless

Technical Support Supervisor - Xxxxxx, XXXXXX 2013 Present

    Supervise a team of 14 professional technicians and staff in providing customers with a satisfying experience in using company products, developing, and motivating the team to exceed customer service standards and improving customer service ratings by 18%.

    Provided HR support, participating in hiring decisions, conducting training and annual performance reviews.

    Observe daily routines and review customer feedback and performance reports to identify opportunities for process and staff improvement, and recommend action plans accordingly.

    Develop and execute continuous technical training programs that bring performance of new hires and direct reports to meet productivity and quality expectations.

Customer Service Supervisor - Houston, TX / Xxxxxx, XXXXXX 2007 2013

    Evaluated processes and developed methods to improve efficiency of area operations and deliver providing outstanding service to both internal and external customers.

    Assisted the manager in budgeting and managing project implementation while conducting statistical performance trend analysis for management evaluation and decision making.

    Provided HR support in staff recruitment, onboarding of new hires, personnel administration, continuous on-the-job training, career development, periodic performance evaluation, and rewards/recognition.

    Managed employee relations that resolved employee disputes and grievances to maintain harmony in the workplace and foster teamwork and peak productivity.

Business Support Supervisor Houston, TX 1999 2007

    Developed the first Activation team for Business Support in the state, collaborating with Sales Channel to ensure consistent compliance with service quality standards and customer requirements, setting up guidelines and compliance parameters accordingly.

    Built and maintained sustainable client relationships after new accounts were established, enabling the sales and account management teams to help generate and grow additional sales and expand a productive customer base.

    Developed and supervised a team of representatives from Customer Care to handle equipment orders for the Houston Call Center that eliminated errors and streamlined operations in device order fulfillment for the center.

    Managed the SPOC process for business accounts for Central Texas and the Houston Gulf Coast areas while serving as lead Project Manager in transitioning the department to its Georgia location.



Yyyyyy x. yyyyyy

- 7351 Skyline Dr. E #108 Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Foleys Department Stores,Ÿ Houston, TX

Assistant Department Manager, ACD/Powerdial 1996 1998

    Led a team of 25 professionals in negotiating with clients for a win-win solution in settling/resolving overdue and delinquent accounts that met and exceeded collection targets.

    Managed executive level calls and resolved payment-related issues that met customer satisfaction goals, while providing leadership in complying with corporate standards for break rates, average speeds of answer, abandoned rates and talk times.

    Reviewed daily statistics on cycle performance and recommended process improvements and staff development where needed to resolve issues.

    Developed and implemented strategies and action plans that heightened staff awareness of performance expectations, evaluating call center patterns that maximized productivity and minimized expenses.


Airborne Express, Ÿ Houston, TX

Account Monitor, Customer Service Department 1994 1996

C. Brown and Brown, P.C.Ÿ HOUSTON, TX

Office Manager 1992 1994

C. Brown and Brown, P.C.Ÿ HOUSTON, TX

Job Trainer, Customer Service 1984 1992





B.B.A in Management, GPA: 3.57

Award & Recognition

    Ranked in the top 3% for performance nationwide at Verizon, Xxxxxx, XXXXXX

Affiliations & Community Involvement

    Member/Volunteer: Several community outreach projects from work and church

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