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Yyyyyy x. yyyyyy

5680 Millwick Dr. | Johns Creek, XXXXXX xxxxxx xxx-xxx-xxxx |


Driven, capable and confident Executive Leader with years of progressive, successful business development background, which includes working in partnership with corporate managers to drive orxxxxxxnizational change. Adept at creating a positive team environment focused on the achievement of production and increase of profit. Leverage recruitment, training and coaching best practices to effectively manage and lead individuals and teams. Work as an effective supervisor to develop strategic plans, slash staff turnover rates, foster positive staff relations and control labor costs. Recognized by clients, executive leaders and colleagues for demonstrating the utmost in integrity and prioritizing tasks in a manner that xxxxxxrners high-caliber results in a timely fashion. Now in pursuit of a senior leadership role with a vendor management focus that will allow for ongoing career growth. Seeking an opportunity to supervise contact centers or related orxxxxxxnizations, possibly in the health care or insurance sectors.


Career Highlights


         Along with the clients below, also worked with corporate executive board and long-term care partners

         Sustained Alorica s call center performance improvement rate of more than 30% within first three months of managing; also kept staff turnover at an annualized 20-28% rate in an outsourced Call Center setting for Alorica

         Alleviated Prosodie s errors rate by 85%; sought to improve customer experiences through creating error trapping and streamlining process flows between the Development and Quality Assurance teams

         Removed $78K in operating costs using a blended Dispatch and Customer Care Agent Team at GTech; led to receipt of the Building Excellence Award for exemplary leadership in 2004

         Also spent six years working at AON as Vice President of Customer Care in addition to the roles listed below


Client List


Lexis Nexis | GTECH | ProFlowers | Benevolink | AT&T Wireless | Verizon Wireless | TD | DSNB | Jakes Ministries

Dun & Bradstreet | Political Campaigns | GE |Wells Fargo | Aon Integramark | Benefeds


Core Skills & Technology


Strategic Planning | Operations Management | Training & Development | Process Improvement

Customer Support & Loyalty | Call Centers | Revenue Growth | Employee Relations & Retention | Leadership

Project & Program Management | Call Processing | System & Data Analysis | Cost Controls | Order Fulfillment

Avaya | Aspect | Noble Dialer | Siemens Call Center | NICE | Witness Call Monitoring

Blue Pumpkin | IEX | GMT | IVRs | ACD


Professional History



Assistant Vice President of Operations, 2006-Present

         Spearhead customer support, technology and retention operations in an outsourced environment

         Lead an inbound customer care group in handling annual open enrollment for the federal government

         Manage Agent and leadership performance metrics for products, call types and individuals that natively speak Arabic, Hebrew, Spanish, Korean and Chinese

         Implemented and presently manage a Seasonal Business Model to ramp projects ranging from three months to a year; includes hiring, training and managing 20 to 1.5K staff members

         Vital in growing the company from $12M in revenue in 2007 to $130M in 2010; led to being named the Fastest Growing Privately-Held Company in Atlanta

         Launched a 1.2K-seat 24/7 technical support and customer care call center in August 2009, serving one of the top wireless providers in the nation

         Contribute to the RFP and client contract renewal processed based on the team s continuous stellar performance since 2006

         Recognized as the #1 Outsourced Call Center vendor for First Call Resolution within first six months of hire

Yyyyyy x. yyyyyy




Client Services Manager, 2005-2006

         Drove strategies to grow the company into a client-driven entity; improved quality delivery as evident via customer feedback to the Service Consultants

         Founded, mentored and managed a Client Services team that consulted on customized business solutions including Customer Relationship Management (CRM) applications and Interactive Voice Response units

         Partnered with Project Management to deliver quality, timely client applications

         Recognized as an inbound and outbound Call Center setup expert; also orxxxxxxnized disaster recovery strategies and all aspects of transition processes



Operations Manager, 2003-2005

         Supervised and guided a team of Customer Service Agents at primary location and a satellite office in Austin

         Earned a reputation for having the best teams in both locations, with statistical trends illustrating month-over-month KPI improvement

         Called on Agents to resolve all issues during initial calls; launched the Reset Campaign that included training, goal setting and incentives to transform Agents from doers into Technicians and Consultants

         Revamped quality programs to alleviate the incidence of repeat calls into the Call Center by 13%

         Cut the number of dispatch cases by 10% by identifying performance xxxxxxps, leading re-trainings and implementing a multi-tiered accountability improvement model


Education & Credentials


Bachelor of Science, Business Management, University of Phoenix (GPA: 3.8)

Courses, Human Resource Management , Florida Atlantic University

Certification, Six Sigma Green Belt, Institute of Industrial Engineers


Volunteer Work


Habitat for Humanity | Animal Awareness

Breast Cancer Awareness | Homeless Shelter Volunteer









Yyyyyy x. yyyyyy

5680 Millwick Dr. | Johns Creek, XXXXXX xxxxxx xxx-xxx-xxxx |



March 16, 2018



Hiring Agent Name


Company Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am pleased to submit my application materials for the (INSERT TITLE OF TARGET POSITION) vacancy and am submitting my documents for your review. As illustrated in the accompanying resume, my professional qualifications include:

  • I have a solid background in operations management and in developing corporate partnerships. I am highly skilled in managing multi-jurisdictional sites, fostering positive client relations, as well as leading forecasting and performance reviews.


  • As the Assistant Vice President of Operations at Alorica, I play a key role in achieving ~$130M in revenue in 2010, up from $95M in 2009. I also manage a 1.5K-seat Call Center with a low annual employee turnover rate.


  • I offer comprehensive direction and guidance in deadline-driven, fast-paced environments that call for flexibility, time management and the ability to work well under pressure. I am often rexxxxxxrded by others as a valuable trainer and mentor.


  • At Alorica, I recruited, trained and implemented a 1.2K-seat Call Center within three months of hire; since then, I ve evolved into an effective leader, able to manage teams as large as 10K in total.


  • While working as the Client Services Manager for Prosodie Interactive, I was pivotal in creating tactical account plans that encouraged proactive contact between the company and its client base.


  • Consistently, I am recognized by senior-level and corporate staff, as well as clients for an ability to prioritize tasks to achieve maximum results in completing timely projects. I am well-versed in effectively defining concerns and presenting resolutions.


  • Additionally, while serving as Operations Manager for GTech, I excelled in forecasting potential variances and plans, upholding a 20% turnover rate, an industry low. As a result, I earned the Building Excellence Award for my leadership acumen.


I am a focused, capable and highly experienced applicant committed to supporting the long-term goals of an innovative, reputable firm. I am confident that I could be a valuable asset to your orxxxxxxnization and look forward to interviewing with you in the near future.


Yours Truly,

Yyyyyy x. yyyyyy

Enc. Resume


Yyyyyy x. yyyyyy

5680 Millwick Dr. | Johns Creek, XXXXXX xxxxxx xxx-xxx-xxxx |



March 16, 2018



Contact Name

Company Name


City/State/Zip Code



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 company. Having xxxxxxined a deeper insight into the job requirements and your objectives, I am confident 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 contact me at your earliest convenience. Axxxxxxin, thank you for the enlightening interview. I look forward to your response and am eager to contribute to your success.


Yours Truly,

Yyyyyy x. yyyyyy


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