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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~ abc@xyz.com

 

 

Career Profile

 

Driven, focused, and hardworking Strategic Leader with significant experience in progressive roles within a variety of industries along with a concentration on developing comprehensive training programs, implementing streamlined processes, and improving organizational metrics. Strong background in supervising cross-functional teams, making recommendations to executive management, and performing in-depth analysis. Equipped with a significant level of intuitive and empathetic interpersonal abilities which result in maintaining strong relationships with others.

 

Key Competencies

 

       Training/Development

       Continuous Improvement

       Customer Service/Sales

       Team Leadership

 

       Training Program Development

       Improving Efficiency

       Complex Problem Solving

       Training Requirement Analysis

 

       Workforce Development

       Process Improvement

       Staff Management

       New Hire Onboarding

 

Professional Experience

All State Insurance Company, Charlotte, NC July 2008-Present

Continuous Improvement Sustainability Coach/Senior Consultant (2015-Present)

  Direct daily administrative and operational functions within a fast-paced environment with a focus on increasing productivity and efficiency

  Utilize superior communication and interpersonal abilities in order to provide stellar training to business leaders which is focused on problem-solving skills and internal best practices

  Design and implement strategic initiatives focused on integrate the principles of the five CI lenses of process lenses which are process efficiency, organizational health, performance management, organizational design/skills, and the customer/agency owner experience

  Successfully improved the site s maturity review score by 30% within 90 days in addition to achieving a Center of Excellence CI Accreditation (Silver Certified)

 

Continuous Improvement Change Agent/Deployment Consultant (2014-2015)

  Coordinated several continuous improvement strategies within the organization which required analyzing activities for improvement and making appropriate recommendations to management

  Created unique continuous improvement management tools for use by leadership and staff members, provided training to business units, and fostered a positive working environment

  Awarded the organization s Hero Award for outstanding work performance and behavior (2X)

 

Selection Leader, Customer Contact Center (2013-2014)

  Led a large-scale initiative which was concentrated on recruiting, selecting, training, and retaining over 300 Sales and Service Agents

  Analyzed workforce needs in order to determine appropriate staff requirements, provided coaching to new team members, and provided insight on organizational strategy and needs

  Successfully improved 120 day employee retention by 11% within 6 months

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~ abc@xyz.com

 

Professional Experience Continued:

Customer Relationship Leader, Customer Contact Center (2010-2013)

  Directed the coaching and development of over 200 Sales and Service Agents within a high-stress call center environment along with supervising a team of 23 direct reports

  Provided insight to team members on both business growth and client retention which resulted in the team bringing in over $3 million in sales monthly and achieving a 89% 90-day retention rate

  Recognized as a Top 10% Leader throughout all customer contract centers

  Awarded the 2011 Manager of the Year Award, 2012 Key Manager Award, and 2013 Chairman s Vision Award

 

Process Mastery Team Lead (2009-2010)

  Created comprehensive training documentation which outlined standard operating procedures, industry best practices, and customer service guidelines

  Led both classroom and virtual training for new Sales and Service team members, performed research on performance trends, and made recommendations focused on improving efficiency

  Played a lead role in improving performance metrics within several categories which included New Business Rejection Ration, Pre-Qualifying Business Accuracy, and COD Adherence

 

Direct Sales Professional (2008-2009)

  Handled account management and customer service operations within an insurance sales call center which included selling auto, home, boat, motorcycle and personal insurance polices

  Reviewed customer accounts in order to address inquires, diffused escalated customer service situations, and ensured account data was accurate

  Continuously recognized as a Top 10% producer within a 300+ person department

 

Target Corporation, Charlotte, NC August 2005-October 2007

District Trainer, Guest Experience (2006-2007)

  Facilitated the training and development of new Guest Experience Leaders which was focused on highlighting best practices and organizational policies

  Played a lead role in the coordination of new store openings

 

Executive Team Lead, Guest Experience (2005-2006)

  Oversaw all daily operations within the guest experience department for a store which generated over $40 million in annual revenue and staffed over 200 employees

  Successfully increased the store s Safety Index Score by 65% within 4 weeks

 

Education

Master of Business Administration, Human Resources Management Concentration

University of Phoenix, Charlotte Campus, Charlotte, NC

 

Bachelor of Science, Biology/Psychology (Magna Cum Laude Graduate)

Savannah State University, Savannah, GA

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