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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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